Monitor End to End operations of 0 to 90 Segment includes collection, Retention, Bad Debt & Complaint Mgt. Collection: Drive 100% collection on bill cycle closure from new segment with the help of dedicated Field agencies.First 3 Biller Performance:- Monitor First 3 biller performance of New segment through dedicated agencies.New benchmark in Retail Churn: Nationally No 1 in CDMA churn & GSM Churn.Predictive Churn management: Proactive life cycle management through centralized Call Centre setup.Process Cost Management: Responsible for Vendor & Activity wise Retention Cost optimization.Customer Need Assessment: Analyzing call recordings at Call center analysis for better customer experience.Database Analysis: Plan wise/AON wise/Outstanding slab wise or Usage wise Churn analysis to marketing and Retention team to understand the core reason of customer churning.Voluntary Churn Reduction: Postpaid to Prepaid & MNP retention from centralized call centre & field retention team. Customer Relations Program: Organizing Customer Engagement Programs in all Touch Point for HVC Base.Team Motivation Programs: Implementing Certificate Programs for all Front End Executives at Brand Stores.Complaint Reduction: Devising & implementing strategy for reducing number of complaints increasing First Level Resolution (FLR) at every touch point. Repeat call & repeat complaint analysis of call center & Brand Store.Retail Operations: Ensure store Profitability, Customer experience management & drive CSAT score & M2 Retention, Complaint reduction from storesQuality Audit:- Call evaluation at call center & Mystery Audit at touch point to ensure better quality while serving the customer. First Level Retention: Drive first level retention through Tata DOCOMO brand store by reducing Voluntary cancellation & Postpaid to Prepaid Migration.Compliance Audit: Conducting compliance audit across company owned Brand Store.

• Centre Manager: Call centre Manager for the Idea’s Postpaid & Prepaid call centre which involve in-house processes like Corporate Services, Loyalty/High Value desk & Postpaid helpdesk.• SLA Delivery: Ensured preset Service SLAs, Answered SLA & Abandoned percentages, Qualitative & Quantities targets. • Customer needs assessment: Providing database of VOC to management with the focus on improving quality of customer service & initiate product development if required.• Process Outsourcing: Was an integral part of migration process of In-house call centre to external vendor – Andromeda Marketing Pvt Ltd.• Quality Improvement: Organize continuous feedback sessions for my Executives to sensitize them to important quality parameters. Reduce reversal of fatal errors and helping them to find better ways of doing call monitoring.Review quality scores on a weekly basis and allocate agents in a PIP• IVR Audit: IVR Audit for postpaid & updation of new postpaid plans on IVR.• Training:- Identifying training needs of call center executive and arranging training program for them to enhance their Knowledge.

Handling customer’s quarries and complainsHandling front desk sales & maintaining MIS for the sameHandling customers escalationFirst Level Retention & Resolution

Shop Component Inspection & Maintaining Report, Raw Material Checking.Handling customer’s quarries and complainsArranging filed visit at customers place to sort out the complaint