In my current role at Airtel, the focus is on elevating the end-to-end customer experience for mobile commerce. My role encompasses various aspects of Operations, user experience, Market feedback & customer satisfaction, Product & Content Management, Training & Development, Process Innovation, Risk Assessment & Mitigation etc. The focus behind each activity is to ensure maximum customer delight and customer allegiance, proliferate business results, optimize efforts through innovative… Show more In my current role at Airtel, the focus is on elevating the end-to-end customer experience for mobile commerce. My role encompasses various aspects of Operations, user experience, Market feedback & customer satisfaction, Product & Content Management, Training & Development, Process Innovation, Risk Assessment & Mitigation etc. The focus behind each activity is to ensure maximum customer delight and customer allegiance, proliferate business results, optimize efforts through innovative automated processes and develop a superior task-force to handle the daily flood of customer needs and queries. . Selected Accomplishments• Distinction of setting up of an Upsell Call Centre with 700 Agents in record 45 days time to meet business metrics and support ATL campaign in Jan 2014 and showed trail-blazing results of 25% registration from first month itself • Brought a steep 50 % decline for complaint registration and transaction failure cases by implementation of online URL and process automation • Launched transactional IVR to enable rural customer for self-transaction through IVR for money transfer, recharges and bill payment Show less

Held ownership for the entire gamut of Billing and Provisioning process which included verticals of Mobility, Fixed line and DTH. Overseeing the compliance and adherence of processes to TRAI regulatory guidelines was very crucial accountability that was entrusted to me, for it carried a lot of liability with it. Spearheaded another vital deliverable which included framing and charting the service provisioning/ billing policies and processes for country wide network. This was incomplete… Show more Held ownership for the entire gamut of Billing and Provisioning process which included verticals of Mobility, Fixed line and DTH. Overseeing the compliance and adherence of processes to TRAI regulatory guidelines was very crucial accountability that was entrusted to me, for it carried a lot of liability with it. Spearheaded another vital deliverable which included framing and charting the service provisioning/ billing policies and processes for country wide network. This was incomplete without ensuring its appropriate execution, which was done through drafting of various critical SOPs and imparting Training to Circles and Shared Services. Selected Accomplishments• Reduction in Billing complaints by 35% through ensuring bill delivery reduction TAT through field and system automation• E-bill penetration @ 65% through automation and promotion resulting into highest due date collection• Improvement in Bill cap and system link provisioning Show less

As the Head for Service Operations – Integrated Business led the Airtel Integrated Business worth INR 1200 Mn for fixed line and mobility. The accountability scope was to drive the strategic, complex acquisition process (which included regulatory compliance as per guidelines) , OPEX reduction along with streamlining Sales challenges such as attaining revenue targets, expanding of existing customer base and in turn gaining customer allegiance. Key Highlights:• Maintained… Show more As the Head for Service Operations – Integrated Business led the Airtel Integrated Business worth INR 1200 Mn for fixed line and mobility. The accountability scope was to drive the strategic, complex acquisition process (which included regulatory compliance as per guidelines) , OPEX reduction along with streamlining Sales challenges such as attaining revenue targets, expanding of existing customer base and in turn gaining customer allegiance. Key Highlights:• Maintained term compliance while ensuring minimum Revenue impact and through setting up strong process• Recognized as the first circle to launch automated FTA process, despite stringent TAT, lowest in Bulk and APEF barring Show less