Vodafone Quality Analyst for Customer Service.; Handling Team responsible for Quality from all Touch Points [ Stores / E-mail / Correspondences, Back Office Call Center]Handling agencies for Retentions including Outbound Tele calling and FOS.Co-coordinating with various internal support functions to ensure resolution for customer issues requiring immediate address.Conducting continuous audits on MIS to ensure compliance and sound functioning of the process.Handling calendar based daily communications through mail for Win backs.Handling C-Sat Survey for all the touch points (Front Enders) on daylily basis.Handling month end reports basis on different touch points.Predictive Churn Management - Handling Proactive Retentions for Karnataka Circle based on customer behavior and Churn trend through tele calling agency.Timely analysis on the activities under Predictive Churn Management and monitor the impact on Churn and Business goals.Identifying the Threat base which has high Propensity to Churn and monitor Business objective on the Sub base (Revenue, Churn, Complaints)Weekly initiatives to identify the Process corrections and Process improvement across functions for better Customer service and Churn reduction.Focus on Revenue Enhancement and Up selling through all the Predictive activitiesOther Responsibilities - Handling Customer loyalty and Engagement.Monitor Training and Quality at the agency, Stores and all other Touch Points.Training to Sales FOS and Backend outsourced AgencyTimely feedback and briefing to all Front Enders, Tele calling agents on new product, process and activities.Handle Quality parameters for the agency in terms of Incorrect tagging, Credits passed, Complaints tagged.Achievements - Was selected by Customer Service Head for a Project to reduce Post paid complaints.Successfully launched "GO GREEN" activity for Post paid customers and rewarded for the Highest Conversions.

Increase Revenue through up selling by various outbound modes. O dialer, SMS and Tele callingPromote New products/Services launched, through various communication mediumsHandle complaints that arise during up selling.Handle complete MIS to monitor Conversions, Revenue and Cost.Handle activations requested for during up selling.Handle one external vendor (agencies) that handle Auto dialers.Handling Customer's queries and providing solutions for their concerns at the Front end.Resolving customer queries thereby enhancing service levels.Preparation of Activation Report on daily basis & circulation of the same to the activation sales, marketing and accounts teams.Preparation of error reports and distribution to all users for rectification

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