o Pre-Recruitment Process ie managing the requirement of manpower from various Department heads. Scrutinize them and take approval from concerned authorities if the post is new. Prepare a recruitment budget and CTC for the employee and take approval. Select the appropriate Recruitment process.

Monitoring day to day progress of the CSD & Retail operations for growth and productivity.Conducting analysis for all KPI’s and timely release RCA for all issues and change process accordingly. Analyze critical complaints and design action plans for process improvement and instruct the respective process owner for implementation for better CSAT. Accomplished a phenomenon above 100% customer satisfaction rate pertaining to Service Complaints.Managing the major activities taken in the process of Response time – SLA Adherence, Reduce variation in processes for a standard experience of Customers and business partners, Retention Activities for retailers, Reduction in Complaints and Organizing Service Camps.Recognizing and establishing financially strong and reliable channel partners for deeper market penetration; providing training & direction to channel partners for ensuring quality performance.Interfacing with business partner & vendors while conducting demand forecasting & managing inventory, ensuring optimum inventory levels with channel partners to ensure timely closure of customer complaints.Organizing/ managing resources while creating estimates, work breakdown structure, project plan, contingency plan & schedules, identifying risks within defined scope, quality, time and cost constraints.Analyze critical complaints and design action plans for process improvement and instruct the respective process owner for implementation for better TAT. Strong hands-on and leadership experience in system deployment, onsite and offsite support, product demonstrations, client interface, and user training. Support acquisition, operational and disposal phases throughout Program life cycles.Provide customer service and support within Office, Industrial, and college environments, receiving and analyzing trouble reports from external users.

• Analyze the reasons & trend of churn both Voluntary & Involuntary of RoWB.• Concentrating mainly on the 30 – 60 & 60 – 90 collection Bucket.• Managing the Circle as well as cluster Collection Team.• Handling the Voluntary Collection Agency.• Projecting the monthly Churn, fixing the Retention & collection targets for the team and corresponding revenue collection projection to the corporate board.• Running the Retentions and Complaint operations team & accountable for increasing Productivity, growth and driving initiatives in order to achieve business goals.• Control churn within the targeted numbers. • Retention of customers giving voluntary cancellation request • Retention of customer from 30 – 60 collection bucket and probable churn for the month. • On the job retention training for Direct Collection team.• Periodical analysis on churn and trigger corrective / proactive measures • Ensure voluntary / involuntary termination within SLA • Ensure all retention related service request are closed within SLA.Efficiently manage the complete Retention Team of RoWB.• Managing customer centric operations & ensuring customer satisfaction by achieving delivery & service quality norms.• Identified and appointed an outbound Call Center Agency for VAS up selling, retentions and complaint closure.• Enhanced SLA in the Complaint Management to the desired level of 95% by improving the complaint closure quality monitoring the closures by the agents with the quality team.• Empowering the Quality Team to have daily interactions with the agents to sensitize the Quality parameters.• Introduced an initiative to highlight the best performer as well as the weakest on Quality parameters. • Identifying and developing new streams for revenue growth and maintaining relationships with customers to achieve repeat/ referral business i.e. VAS upsellings like ILD Packs, Caller Tunes etc• Identifying prospective clients, generating business from the existing clientele.

• Enhanced SLA in the Complaint Management to the desired level of 92% by improving the complaint closure quality monitoring the closures by the agents with the quality team.• Empowering the Quality Team to have daily interactions with the agents to sensitize the Quality parameters.• Introduced an initiative to highlight the best performer as well as the weakest on Quality parameters. • Analyze the reasons & trend of churn both Voluntary & Involuntary of RoWB.• Control churn within the targeted numbers. • Retention of customers giving voluntary cancellation request • Retention of customer from 30 – 60 collection bucket and probable churn for the month • On the job retention training for Direct Collection team • Periodical analysis on churn and trigger corrective / proactive measures.• Ensure voluntary / involuntary termination within SLA • Ensure all retention related service request are closed within SLA.• Concentrating mainly on the 30 – 60 & 60 – 90 bucket collection in coordination with Commercial dept.Managing the Circle as well as cluster Collection Team in coordination with Commercial dept.• Handling the Voluntary Collection Agency.• Projecting the monthly Churn, fixing the Retention & collection targets for the team and corresponding revenue collection projection to the corporate board.• Running the Retentions and Complaint operations team & accountable for increasing Productivity, growth and driving initiatives in order to achieve business goals.• Efficiently manage the complete Retention Team of RoWB.• Ensure that all escalated cases of prepaid and postpaid business in Circle level are closed to clients’ satisfaction and within the set TAT.• Handling a base of 1171100 base of prepaid and 2300 base of Postpaid Customer for the Circle.• Monitoring the LCM & Grace Management for the Circle to reduce the Prepaid Churn.• Periodically monitor the Network related issues in coordination with the Network team i.e. the BTSwise utilization.