Rohit Chawla Email & Phone Number

New Delhi, Dl, In

New Delhi Area, India

• Co-founded the start up with the objective of developing a high quality learning and development services• Develop strategies to lead & deliver organization’s core services under key business verticals namely Corporate Training Video Based learning programs and HRP • Conceptualize & Develop product portfolio for each vertical• Lead and manage the business development function for the various verticals• Manage P&L

• Responsible for annual budget of approx. Rs 400 mn, scale of operations managed through 5 strategic partners spread across 8 centers and over 1000 contact centre executives; 300 retention executives , 150 technical field service engineers, , 132 retail service centres,100 processes and an internal team of ~ 150 people.• To implement the Service Delivery Processes offering Refreshingly Different experience to Customers, partners and employees.• Engage with the mass and the class customers, help customers buy & re-buy seamlessly• Manage Service Opex efficiently and add to HUB profitability• Ensure Seamless Service Experience of more than 2.5 million customers via inbound call center , retail, channel and backend support.• Responsible for end to end customer life cycle management.• Promote a strong Governance Environment through compliance with regulatory conditions, corporate policies and existing business processes.• Devise retention strategies and ensure longevity of high value customers stay on the network .• Managing & Measuring Customer Experience on Loyalty & Service through upsell and cross sell activities .• Identify the opportunities for the new products, services and applications & enhancing the existing infrastructure for additional revenues..• Risk management through monitoring the credit worthiness and dunning of delinquent subscribers.

Was a key Leadership team player behind the Successful launch of Tata Docomo brand & its Service Offerings.• Devise Service Strategy for launch of Tata DOCOMO GSM Operations in the country .• Preparing Annual Operation Plan for entire customer Services on PAN India basis . • Setting up Processes and Policies for Entire Customer Service vertical call center , complaint management , collections and retention .• Creating and managing call center strategy to improve CSAT, Repeat call reduction, self service penetration and complaints reduction .End to end IT enablement – System requirements to UAT and handing over IT / CRM systems to Circles

Gurgaon

• Strategizing programs for Pre Churn Management across all the circles.• Predictive churn models based on analysis & business cases• Ensuring standardization of processes across circles • Establish customer interfacing processes to manage prepaid category through the customer life cycle.• Evaluate and execute measures to enrich customer stickiness, including loyalty enhancing products and programs.• Initiate up-sell programs on various products through identifying, clustering and targeting the right customers.• Analyze market trends including usage patterns and competitive activity in order to provide adequate customer feedback to marketing and other stake holders.Achievements • Reduced average number of days in grace from 6.2 days in July’07 to 4.3 days in Mar’08. This led to additional revenue generation of 65 mio.• Successfully rolled out zero usage monitoring process which led to reduction of zero usage from 17% to 11% in 07-08.• Created and launched new customer engagement • Through churn reduction, contributed Rs 725 Mio in 07-08 towards overall revenue.

Mba, Marketing , Hr

Be, Mechanical Engg

10+2, Non Medical

10Th