Krishna Kumar. N, Pmp Email & Phone Number

Chennai, Tamil Nadu, India

Chennai

Joined as Sr. Executive – Zonal Back office Operations and got promoted as Deputy Manager – Service Partner Manager in July-2014. Handled core areas like Zonal Back office operations, Projects, Service Partner Manger for Inbound Call Centre operations._____________________Functional Competencies - Functioned as Service Partner Manager for Prepaid , Dealer helpline & Televerification Inbound process handling National Service Partners (First Source, Tech M, Rural Shores , Polaris) being responsible for service delivery and SLA adherence.- Redefined call center operations through skill set and priority based call routing for customers to provide utmost satisfaction. Business Information Metric tracking and Quality were also monitored liaising with Quality & Partner team- Handled the profile of Projects leading the launch of “Net Cruise” partnering with MTS- Handled the profile of Activation of Postpaid and Prepaid for entire Pondicherry & Vellore Zones. Piloted prepaid new activation process with Centralized CAF audit point which got successively implemented across circle- Worked extensively in preparation of budgets, resource plans and delivered for both offshore and onsite locations- Liaison with client executives, fostering strong relationship between Vodafone and client- Analyzed and reported monthly operating and financial metrics, assisting in further decision -making processes

Puducherry Area, India

Driven smooth operations for various departments including, Activations, Collections, Retention and Relations- Managed a 6-member team on retentions & relations for Pondicherry & Vellore zones on Churn & relations of HNI, corporate customers. visiting top corporate accounts on a periodical basis and providing the required service- Coordinating with various cross functional team like Technical, Marketing & Complaint management team and ensured the customer complaints are getting resolved within TAT- Handled involuntary collections by driving field collection team after the due date with a team of 6 Executives. Collection responsibility of Gold & Platinum customers in the zone- Handled the activations across Pondy branch TAT maintained one of the Best in RTN Circle. DOT TRAI CAF audit submission maintained @ 98%

Karur, Tamil Nadu

Worked in various departments including, Activations, Collections, Retention and Relations- Responsible for connecting related Service and Collections operations at Karur, Dindigual, Musuir, Kulithalai, Palani, Bathlagundu and Oathanchataram with a total of 9 connects- Interacting with the dealers on various departments like Collections, Churn, Service provisioning and risk control. Single Point of Contact (SPOC) for 3 district operations handling 9 connects ensuring profitability Airtel Relationship Centers- Ensure effective customer service delivery in Airtel Relationship Centers by Training, Motivating & appraising the agent Sales-force & Customer care- Retention & Relations, Handling Back end Tele-calling activity for Non-Payment follow-ups & Retention calls with a team of 4 Executives

Pondicherry, Salem

- Activated the new SIM cards, attachments of VAS and other service provisioning- Drafted Reconciliation & MIS Reports- Taken care of monthly audits on activation in co-ordination with the Revenue Assurance Cell team before the bill generation- Managed the Dealer related operations in Pondicherry cluster comprising 30 dealers- Liaison with dealers on various departments like Billing, Technical, Credit monitoring & Logistics.- In-charge of call center operations in Pondicherry Monitoring team of 6 Call center agents. Co-ordination with other teams on resolving customer quires within TAT & maintaining SL’s & Aband %.

Post Gradudate Diploma In Human Resource Management, Human Resource Management, First Class

Master Of Business Administration (M.B.A.), International Business, 7.53/10 (Cgpa)

Bachelor Of Commerce (B.Com.), Business/Commerce, General, 66% - First Class