As a customer Support Head, Handel customer escalations and queries through various channels like inbound, Email and self-care app. Also handle outbound seats for cross selling,up selling and retention. Setting up SOP's for contact center. Automation and innovation in the processes for maximize productivity and quality

As a Branch Lead, heading the Customer Service and Collection processes for Upper North

- DGM Branch Operations & Business Development with Quickfins Pvt Ltd (Nov’17 to Present)• Responsible for Profit & Loss of the branch as per Annual Operating Plan• Senior Level Interactions at Client end• To bring Operational Excellence as per SOPs to enhance operations• Exploring new opportunities and adding the business to the branch• Resource development across all processes

• Revenue Growth through churn control and Retention management of the existing client base (Retail as well Enterprise) of aprox 45k with annual revenue of 50 crs for Broadband across Zone• Driving Sales through various Company and Partner showrooms to ensure ROI and profitability• Fraud and Risk Management while order fulfillment• Minimizing Bad debts by maximizing recoveries and bucket control• Achieving EBITDA Targets to ensure profitability of Zone by driving Sales, Churn Management & Cost effectiveness• Coaching and developing team members for various skill sets.

• Handling B2B Portfolio of aprox 8 Cr across North including UP & Rajasthan• Driving end to end Collections for all buckets through agencies/partners/Inhouse teams• Managing BAD debts by minimizing flow in higher buckets and recoveries through soft and legal processes• Organizing Corporate meets for Company promotions and awareness in the potential markets

• Revenue Growth through churn control and Retention management of the existing client base (Retail as well Enterprise) of aprox 45k with annual revenue of 50 crs for Broadband across Zone• Driving Sales through various Company and Partner showrooms to ensure ROI and profitability• Fraud and Risk Management while order fulfillment• Minimizing Bad debts by maximizing recoveries and bucket control• Achieving EBITDA Targets to ensure profitability of Zone by driving Sales, Churn Management & Cost effectiveness• Coaching and developing team members for various skill sets.

• Brought down the percentage of Non Paying customers from a level of 9% to 4% in current Bucket• Introduced training program that enhanced employee performance and helped to build a motivated workforce.• Awarded for best Zonal function in the first Quarter itself for outstanding performance in collections• Awarded for reduction in churn particularly for AON of 0-6 months by addressing each and every case minutely and also monitoring the Quality of new acquisition

• Monitoring and Management of bill distribution and collection for different channels commonly known as WWE’s and collection agencies.• Daily monitoring of collection agency and WWE’s performance with their supervisors and collection FOS’s.• Monitoring and managing of collection and credit performance of the territory.• Debtor’s ageing analysis to collect maximum from 0-21 days through Tele Calling.• Daily exposure review (Usage v/s Security Deposit)• Categorization of customers considering their usage, social status and big corporate to facilitate better service to high ARPU customers.• Retention, Negotiating and convincing customers through channels and ICA’s to bring them back on the network.