Handling both MIS & Overall Meter Reading ProcessHandling 6 Backend, 40 Meter Reader & 1 Mis Executives Involved on process improvement, Implementation, and execution.Making Sure 1.5lk Consumer water reading taken within TAT.Ensuring Meter reading Validated by the Backend team.Monitoring on daily allocation for meter reading & validation for hassle free processPreparing and coordinating monthly review PPT for Meter Reading, Billing, Meter Management, Collection and Call center and Customer facility center.Preparing Data & PPT on process to CCMC review.Coordination with Govt officials to resolve customer complaints received from CCMC.Handling recruitment for the whole CS department.

Handling a team of 8 AO’s as an AO lead for Coimbatore Zone.Handling Nodal/Appellate & Social Media Escalation Related to Activation and Document Compliance SLA monitoring from CAF receipt at Vodafone AO Location to Final Storage and ArchivalSign the verified documents to trigger the activation processEnsure Receipt, scanning and dispatch of physical CAF forms as per process definedSupport in any regulatory audits on documentationCo-ordinate with Sales Team for CAFs pending/rejections/re-submissionVisiting distributors on daily bases on process improvementVisiting market on daily bases to know any new process implementation by compactor.Supporting sales team to achieve in their sales parameters in the market. Responsible for activating prepaid and postpaid numbers for Coimbatore zone.Documentation checking and signing authority for the KYC process.Coordinating with the sales team for faster activation and issue resolving.Training and Implementation on the KYC process Coordinating with the circle team for any new process implementation on zone.SPOC for Coimbatore zone on E KYC process.Preparing daily sales MIS on number activation and number rejected to sales team.Preparing daily MIS on the Team performance and flashing it daily to show where the zone stands on prepaid and postpaid parameters. Handling the service partner LCS for pickup of the forms from the distributor place to activation location. Conducting Weekly conference call with whole team and with line manger to discusses on hits and misses

Handling a Team of 42 Executives Maintaining talk/wrap time, service, data and both customer and client satisfaction levelsBuilding a team that effectively supports client programs, products and services.Driving the development of superior customer service and high performance. Leading workflow distribution and floor management to ensure service levels are satisfiedConducting Shift Briefings start and end of their shifts to ensure more productivityHiring, training/developing, motivating, coaching, evaluating and retaining qualified staff. Responsible for improving the team and facilitating the communication among the members of team Perform the tasks of monitoring, organizing, and coaching team on a daily basis Ability to set goals and meet the objective of the organizationMaintaining the team executives Quality Reports & giving the feed backs to ensure more Quality on the callsHandling escalation calls and resolve the customers issue Preparing the out bound campaign reports on daily bases. Floor Administration like, Briefing, Late Log in, Attendance, HR activities

Handling a Team of 20 Executives Conducting Meetings with the Team to ensure more productivityConducting Shift Briefings start and end of their shiftsGiving prizes for the executives tops on weekly basisMaintaining the team executives Quality Reports & giving the feed backs to ensure more Quality on the callsHandling escalation calls and resolves the customers issue

Handling a Team of 20 Executives Monitoring Q and driving AHT in real time Conducting Meetings with the Team to ensure more productivityConducting Shift Briefings start and end of their shiftsGiving prizes for the executives tops on weekly basisMaintaining the team executives Quality Reports & giving the feed backs to ensure more Quality on the callsHandling escalation calls and resolves the customers issue

Wroked for Cameo for Process of Vodafone