Manoj Kumar Email & Phone Number

Bengaluru, Ka, In

•Implemented strategic initiatives to streamline operations and improve efficiency, resulting in a 20% reduction in overall costs.•Led cross-functional teams in the successful execution of complex projects, ensuring timely delivery and adherence to quality standards.•Developed and implemented comprehensive training programs for employees, resulting in increased productivity and enhanced skills.•Collaborated with senior management to develop and execute business strategies, driving… Show more •Implemented strategic initiatives to streamline operations and improve efficiency, resulting in a 20% reduction in overall costs.•Led cross-functional teams in the successful execution of complex projects, ensuring timely delivery and adherence to quality standards.•Developed and implemented comprehensive training programs for employees, resulting in increased productivity and enhanced skills.•Collaborated with senior management to develop and execute business strategies, driving revenue growth and market expansion. Show less

Bengaluru Area, India

India

• In charge of 0-35 Active Bucket for TN circle with the portfolio size of average 11 Cr / month.• Responsible for managing the Tele collections desk at Vertex with a team size of 35 Associates. Responsibility includes right from managing campaigns till customer payment is made. Activities include  Maximise collections through usage of Alternate channels like SMS,PCN , PCA ,Emailers Responsible for ensuring that Collections processes are in place and diligently followed as per… Show more • In charge of 0-35 Active Bucket for TN circle with the portfolio size of average 11 Cr / month.• Responsible for managing the Tele collections desk at Vertex with a team size of 35 Associates. Responsibility includes right from managing campaigns till customer payment is made. Activities include  Maximise collections through usage of Alternate channels like SMS,PCN , PCA ,Emailers Responsible for ensuring that Collections processes are in place and diligently followed as per the organization’s commitment  Responsible for maintaining the customer payment pattern and scheduling the campaign to increase overall collections • Strong knowledge on Dialer Operations and Campaign Management which helps in Increasing the overall collections • Increased the B2B collections % from 87.23% in Q2 to 91.10% in Q4 and subsequently increased the B2C collections at 97% average for the Q4. Highest Collection of 98.85% B2C achieved for the month of Feb’16 • Continuously worked in improving the Due date collections from 65.3% in the month of Jan’16 to 72.5% in the month of Mar’16 • Received Excellence Award for the months of November ’15, February ’16 and March ’16 for increasing the Collections performance Zonal Operations • Successfully managed the zonal service operations for Trichy and Pondy cluster which includes right from customer acquisition till Customer Churn • Improved the overall performance of Trichy zone in 35 -65 Bucket from 30% in Jan ’17 to 40% by Feb’17.• Implemented changes on the AV which has helped in increasing the collections from new acquisitions. Show less

Cochin Area, India

• In charge of Strategic planning, development, staffing management and financial performance of the process worth Rs 96 million per annum.• Responsible for managing the performance of both Inbound Call centre Operations and Outbound Sales & Marketing team and CLCM, team size of 650 associates • Direct reporting team includes Operations, Training, Quality and Dialler Management, a team size of 50 Support Staff.• Manage and Coordinate action plans for daily operations, establish work… Show more • In charge of Strategic planning, development, staffing management and financial performance of the process worth Rs 96 million per annum.• Responsible for managing the performance of both Inbound Call centre Operations and Outbound Sales & Marketing team and CLCM, team size of 650 associates • Direct reporting team includes Operations, Training, Quality and Dialler Management, a team size of 50 Support Staff.• Manage and Coordinate action plans for daily operations, establish work priorities and ensure customer / retailer enquiries / revenue generated are managed effectively while meeting cost, productivity and quality goals.• Responsible for managing P&L of the process and have shown a stable improvement in Gross margins month on month. Average of 9% monthly incremental shown in the last 6 months.• Some of the Key achievements in the last 6 months are given as below  Ensure all Key KPI’s in Inbound call centre are met with Rewards  Reduced and stabilized the Abandon % to less than 2 in the last 6 months  Reduced the repeat % to less than 6 against the average of 14 %  Improved and Sustained the SL% an average of 95 in the last 6 months  Reduced attrition an average of 17% to less than 10% in the last 6 months  Improved the CSAT scores for the teams from 89% to 94%  Improved the quality scores from 84% to 92%  Stabilized the outbound call centre revenue to an average of 10 million / month with revenue to the seat ratio of 1:5 against 1: 4.2 Improved the MNP Prepaid retention from 74% to an average of 84% .Increased the collections % from 68 to 78.56 average. Improved the Collections from an average of 72% (0-66) to 81.2% (0-66) in a span of 3 months. Show less

Chennai Area, India

Managing Inbound Call Centre Operations.Outbound Revenue Generation Campaign for customers in UK & Europe.Managing Telesales function for the Group a B2B Selling Handling OF-COM , Legal , & CISAS related escalations and complaints .Planning , Forecasting , Budgeting and Implementation of Customer Service Delivery Operations for the OrganizationCo ordination with the cross functional teams for complaint resolution and process adherenceResponsible for Achieving the Call… Show more Managing Inbound Call Centre Operations.Outbound Revenue Generation Campaign for customers in UK & Europe.Managing Telesales function for the Group a B2B Selling Handling OF-COM , Legal , & CISAS related escalations and complaints .Planning , Forecasting , Budgeting and Implementation of Customer Service Delivery Operations for the OrganizationCo ordination with the cross functional teams for complaint resolution and process adherenceResponsible for Achieving the Call center Metrics of AL% 95, SL% 80%, Abandon% 5 and Repeat% 2 Utilization 90% and shrinkage less than 5%Responsible for Managing legal, OFCOM & CISAS related customer complaints and reduction of the complaints to less than 1% month on month.Have reduced the 3rd party escalations from 25 complaints average in the month of Mar’14 to 3 complaints average by the end of July’14 Analysis of high call queues, interacting with the external and internal functions for reduction. Successfully reduced the Complaints /Sub from 18% in March ’14 to 4% by the end of Jul’14 Implemented Standard Operation Procedure for the Customer Service Delivery Function which has reduced the TAT by 60% the average TAT for the closure of complaints have got reduced from 120 hrs average to 48 hrs average. Rolled out the Telesales team which is specialized in B2B selling. The team has increased the activations of the new connection by 300 no’s avg /day .Telesales team has established a strong rapport between the retailer and the organization which has increased the RSAT by 35%Rolled out, the Outbound B2C team which aims at selling key VAS products to the customers. The team has achieved revenue of average £ 4000 / day. There by making the Customer Service delivery function as one of the most profitable team.. Show less

Chennai Area, India

Planning, Forecasting, Budgeting and Execution of the Response & Resolution team for Idea Tamil Nadu Customers through the outsourced business partner &drive the team for providing high quality resolution to customers QRC’s within TAT and increases the customer satisfaction and loyalty towards the organization.SPOC for all Vendor managment Activities for the Circle .Analysis of Repeat Complaints, Identification of the problem area coordinating with internal and external functions to… Show more Planning, Forecasting, Budgeting and Execution of the Response & Resolution team for Idea Tamil Nadu Customers through the outsourced business partner &drive the team for providing high quality resolution to customers QRC’s within TAT and increases the customer satisfaction and loyalty towards the organization.SPOC for all Vendor managment Activities for the Circle .Analysis of Repeat Complaints, Identification of the problem area coordinating with internal and external functions to reduce / fix the same. Reduced the Complaints /1000 Sub to less than 5% through Process Improvements.Analysis of Billing complaints , identifying the errors escalating / coordinating with the other departments to rectify the same permanently have achieved the TRAI QoS of less than 0.10% continuously .Co ordination with the cross functional resolution teams for quick complaint resolution ISO Management , DND Managment , Revenue Generation thru Alternate Service Channels like IVRS and SMSC SolutionsIVR Manager for the circle , responsibilities includes increasing the IVR usage and thereby decreasing the number of calls to Call center .Increasing the Revenue generation activities in the IVR an average of Rs 3 Mn revenue generated.Analysing the high call flow queues in the call center and providing an alternate channel service in the IVR . Strong knowledge on Product positioning in the IVR . Experience in managing the life cycle of the product positioned in the IVR Experience in Managing Customer Life cycle Management . Show less

Chennai Area, India

Creation and Delivery of Training modules.Implementation of PTM tools.Development of training modules for new products & processes.Planning and Implementation of various trainings for process improvementsITP trainer for new joinees, which includes IT, ITO &BPO Operations Involved in Six Sigma project Optimax to improve productivity on the floor.Involved in improving the FTR % for technical complaints, which has improved FTR% from 19.5% to 40.02%.Part of the Green Belt… Show more Creation and Delivery of Training modules.Implementation of PTM tools.Development of training modules for new products & processes.Planning and Implementation of various trainings for process improvementsITP trainer for new joinees, which includes IT, ITO &BPO Operations Involved in Six Sigma project Optimax to improve productivity on the floor.Involved in improving the FTR % for technical complaints, which has improved FTR% from 19.5% to 40.02%.Part of the Green Belt team to reduce complaints on Data products, which resulted in the overall complaints reducing from 12% to 2% in a span of 3 months.. Show less

Chennai

Router Configuration &Router Debugging.Experience in handling RTP and SIP.Looking for compatibility of DOCSIS version of the modem and troubleshooting accordingly.Hands-on experience in Configuring Linksys, Motorola &Cisco Routers.Experience in handling Escalation’s and Level – 2 calls.Skill based training for agents – Communication, Policies and Procedures.Have acted as a Resolution specialist when required. Auditing calls for quality purposes/handling live… Show more Router Configuration &Router Debugging.Experience in handling RTP and SIP.Looking for compatibility of DOCSIS version of the modem and troubleshooting accordingly.Hands-on experience in Configuring Linksys, Motorola &Cisco Routers.Experience in handling Escalation’s and Level – 2 calls.Skill based training for agents – Communication, Policies and Procedures.Have acted as a Resolution specialist when required. Auditing calls for quality purposes/handling live escalations.Providing feedback to agents on policies, procedures and quality.Monitoring calls and conducting necessary coaching sessions Show less

Bachelor'S Degree, Computer Science, First Class

Activities and Societies: Blood Donors , INDEP, ROTRACT, CLUB

Master Of Business Administration (M.B.A.), Business Administration And Management, General, First Class