• • DREC base erosion control• Prepaid Grace & Churn management- Consumer behavior, Business Intelligence, Delight activities & promotions¸ induce usage in inactive base , silent churn• IPSOS Scores – C-sat acores for the zone in all parameters• Operational Excellence & Service Cost Efficiency• Service Recovery – QRC management for postpaid & prepaid( SLA, TAT & Close-looping)• Retention & Collection: Postpaid Retention & Collection for the zone• Documentation: CEF barring reduction & documents compliance management • Service Centres -ASK: Aircel Sahayata Kendra for rural area to enhance Pre paid sales and customer service experience. Currently handling 4 ASKs.• Corporate Retention :- Visiting Key corporate accounts for better relation and business extension.• Corporate Delight Activities: Handling delight activities & service camps for corporate accounts• MNP : Handling and meeting new corporate of competition to convince them for Aircel patronage, collecting the data of competition bill plan & benefits and proposing better plan to these particular corporate.• CS Revenue : Enhancing ARPU/Cost of service ratio for the zone• High Value Customer Churn: Handling gold & platinum retentions • CPC Control: Handling CPC reduction to save revenue by providing flawless services at ASK (Aircel Shahayata Kendra) and COCO outlets. Currenlty handling 4 Aircel COCO outlets & 4 ASKs.

Accountabilities:Process Excellence & Quality • Trained & Certified Six Sigma Black Belt• Certified for TL 9K telecom audit for Bharti Airtel Ltd., MPCG Circle• Business process re-engineering • Six sigma projects planning & mentoring• Process designing/Re-engineering & Roll-out• Standard Operating Procedures preparation, roll out & compliance• Knowledge Management & continuous improvement• Lean & Six sigma implementation in the organization• Operational Excellence• RCA techniques & Green belt , Black Belt project training

Key responsibilities includes SR management, nodal & apellate complaint handling, SLA adherence, team development for various functional coordinators such as balance depletion, VAS complaints, Network, Postpaid & Prepaid ID & workflow management, data & devices viz. Blackberry & GPRS, Billing & customer accounting related complaints, outbound closelooping, Contact center handling like AEGIS, Teleperformnce, IBM-Daksh, First source for various outsourced processes,Audit & compliance, Healthcards& CoPC( complaints/customer) , CPC( calls per customer) analytics.Most importantly building cross functional synergies with various departments like marketing, sales, service operations, call centrres, IT, zonal operations , finance etc.Setting up of robust processes & removing the process gaps utilizing analytical & six sigma tools. CSAT & CSMM Scores( CAR, CTA & CRA), Outsource & inbound opex management

Heading Field Retentions for entire West Bengal_Orissa Circle.Driving Winback through Field Agency, FRO Model & ARC model.Management of New customers(0-4 AON )Value churn, First Bill Churn, Zero Usage, Launching R& R programs for field & maintaing a high contactability with the allocated data.

1. New Products Related(Measured through FTR launch / service defect rates in new products) • Own the PCN process. • Engage with Sales & Marketing, IT and other CSD Verticals for New Product from concept to launch.• Support training needs for New Products.• Forecast impact of new products: -- Churn, Call Volume.• Post launches tracking to identify any flaws and correct the same• Coordinate with communication team to ensure complete transparency in product communication to the customers and to ensure a synchronized launch.• Maintain products inventory across Circles; configurations & impact.• Support x-circle learning on new products to help FTR and standardize configurations.2. Owner of Voice of Customer; Voice of Partners (Measured through impact on process improvements and CSMM) • Identify customer pain points and review with Head Class & Process Owners to enable correctives.• Create a process for capturing voice of partners and employees.• Evaluate the feedback from Partners (includes ARCs, Sales Channels etc) wrt to Service Perceptions in the Market and create actions to align the same with Airtel.• Support all CSD process owners in identifying relevant actions to improve CSMM and to follow up on the agreed actions3. Hand hold ‘Sick Processes’ – maximum 2 at a given point (Measured through subsequent process score improvement) • Identify low performing processes which cause high customer pain.• Work with the process owner to improve the same to bring about a +ve customer experience.4. Benchmark Competitive service differential to help sustain competitive advantage and help perspective planning. • Collate information on competition processes through websites, ghosting process.• Benchmark with Airtel processes and suggest / recommend changes if any?

Handling churn management for Orissa HNI postpaid customers, Proactively detecting churn spikes and drive proactive retention accordingly.

Hard core Channel sales worked for Reliance communications in Channel sales in upcountry Markets as well as in Nashik city, Developed and Implemented channels & worked with Stockists, Dealers, and Franchisees as well as Distributors.• Achieving Sales targets for Nashik upcountry markets (Handling 5 towns-Ojhar, Pimpalgaon, Niphad, Lasalgaon, and Dindori).• DST Team Lead: Handling a team of 40 DST for Nashik city.• Franchisee Operations for Reliance 2 Web worlds & 5 Web world Express• Postpaid/Prepaid RIM & FWP Sales for the above mentioned 5 towns.• Handling Channel partner development and II tier business associates (retail outlets) development.• Launching new merchandising and sales promos.• Handling and driving the sales force for the 5 towns as well as DST team of Nashik city.• Customer care issues escalations for the five towns and DST team.• Supervision of the commercial operations for the Web World and POSs in 5 towns.• Giving various MIS reports to Management.