Team Handling Acquisition Incremental Revenue Portfolio Management

Acquisition - Salary Relationship division.

 Handling of the complete customer life cycle management (CLCM) of the allocated National Enterprise Accounts both COCP and IOIP along with upsell and cross sell of HBP and various enterprise products. Conducting Service Camps with a minimum target of 4 camps a month for all Corporate and IOIP accounts, including Multi circle and Small Medium accounts to generate Repeat business. Ensuring necessary tailor made plans are offered (coordinating with Circle and Corporate Marketing team) to the clients for retaining the accounts churning to competition. Conducted Loyalty programmes for the HNI and corporate clients to maintain the CSAT levels and convert them as Promoters. As per the corporate requirement exhaustive Billing Collection Churn and Bad Debt summary was required to be presented month wise in the desired format for all the respective accounts allocated to the RM team.

 Responsible for In-house Process Audits which are rolled out as per the TRAI guidelines and Business policies laid down in the process document. To report the non conformity to the Process Owners and work towards the closure of the same by implementing the Action Plan identified along with validating the RCA and Corrective Action. Responsible for sample CAF audit – Pre Term Audit (3% of the total EOP). Maintaining and monitoring of Process Owner’s catalogue for storing the Data dump, CTQ and Dashboard for ISO Surveillance Audit held annually. To arrange for all the Process walk through, meeting and concall that is initiated from the corporate level to be downloaded to the circle level.Achievement Awards : Have been awarded the IDEA EXCELLENCE AWARD for identifying the fraudulent high value adjustments passed amounting to 40K and successfully passed the ISO TUV Nord certification held at corporate office, Mumbai in the year 2012

 Experience in monitoring calls of all the splits comprising premium Care Touch, normal helpdesk, and auditing Non-Voice process as per the laid down SOP for all the Complaint and Request raised. Have been able to improve the soft skills based scores of CSRs in coordination with partner’s quality team. Started the process of giving instant feedback on Fatal Errors/Low Scoring to the Call Centre Team to reduce the number of fatal errors and enhance the overall quality score of the Call Centre.

 The role was to handle day-to-day QRC of Platinum customer. Building long-term relationships leading to increased business revenues through Friends and Family offer. Retain customers through effective service recovery and retention offers and capturing feedback on on-going basis (QRC format) Reviewing the retention tools for increasing the productivity and quality of visits. Responsible for net addition through new acquisition upselling and cross selling the VAS products

 Overall responsibility for the customer experience centre, revenue enhancement & business growth of the channel partner. Walk in customer to be handled maintaining the service levels CSAT & FTR scores. Responsible for meeting net-in-store sales target on a monthly basis. Ensuring customer experience scores above 85% as per IMRB audit. Responsible for meeting CSAT targets on a monthly basis by delivering "WOW" to customers. Ensuring Brand Visibility at the ARC. Ensuring training and development to all the customer care executives & FOS of the said ARC.

 Handling customer queries, requests and complaints -the basic activity of call center (121 helpline). Serving as Supervisor and handling escalated situations. On Call training to the new team members on the quality parameters and communication skills for reducing SLA Achieving “Instant Customer Engagement” (ICE) Scores. Attending to Premium-Customer calls, especially VIP calls.