Arvinnd Puri Email & Phone Number

London, ON, CA

London, Ontario, Canada

Toronto, Ontario, Canada

• Managing Customer Care Operations for Toronto Hydro across all channels- phone, email, written and chat
• Supporting Customer Management Services (CMS) team to liaison with OEB for complaints process, City of Toronto Councilor/311 escalations, as well as end customer escalations as per the Dispute resolution process.
• Supporting Meter to Cash process including achievement of regulatory/organizational targets of CSAT, First Contact Resolution (FCR), Service Level commitments and Billing Accuracy.
• Supporting Collections and Billing Processes for Toronto Hydro and handling escalations management for these functions.
• Increased Email response KPI under 1 Day from 80% to 96% in 10 months
• Launched Chat team with ~100% service levels for past 12 months.

Ontario, Canada

• Program management for E2E Processes for multiple LoBs, leading a diverse, Multi-Cultural, Multi Geographic Team of 350 customer care/ technical support agents and 12+ Team Managers
• Liaison with different internal and external departments to ensure optimal resources are deployed for contact fulfilment
• Responsible for Net Promoter Score, CSAT, First Call Resolution (FCR), Quality and Capacity Planning across various channels of contact: Phone, Email and Live Chat
• Run monthly projects to ensure continuous improvement of KPIs
• Providing Coaching Feedback & Trainings based on CSAT trends to enhance the Knowledge Base for future queries.
• Creating new and enhancing existing processes for driving efficiencies to attain superior End Customer Experience

Toronto, Canada Area

Chandigarh Area, India

• Implement sales strategy for the accounts while contributing to the execution of the account plans, ensuring the accurate production of account plans, business case preparation, and the effective delivery of account.
• Manage Inside Sales operation and oversight of team by providing guidance, planning, and rigor around forecasting, building pipeline, executing and following up on demand / lead generation activity and inbound sales.
• Translate the business vision and strategy into operational tactics - build the organizational support needed to achieve them, including development of service delivery offerings
• Develop and maintain relationships with new and existing B2B customers through intuitive skills, attention to detail, and a consultative approach to meet clients’ voice and data infrastructure needs
• Build strategic relationships with top-level executives and Key Decision Makers. Report to and work closely with the National Head, Inside Sales, Vodafone, towards enhancing performance. Drive process, system, and.
• Started the process with 8 member team and went on to grow the team to 60+ members

Chandigarh Area, India

• Domain knowledge/Configuration for various products like IP EPABX systems, DECT Phones, Online UPS system and Power Management solutions, Military Grade Communication EPABXs, Analog and IP based surveillance system and.
• Sales and implementation of access Control Systems, Key Cards including solutioning and programming for Time Attendance/access working with various vendors like Honeywell, HID etc
• Worked with Home and SME Video Surveillance systems Sales including proposal generation/RFP response
• Directed on field technicians on the installation of Access Control and Video Surveillance systems integrating multiple DVR/NVRs across client locations
• Acted as Liaison between end customers and implementation/servicing team
• Helped develop response plans and priorities for the clients

Mohali

- Generating and managing leads for SME products of Tata Teleservices Ltd like ILL, PRI, MPLS, L2Multicast, CDN, MVOIP etc-Leading 2 call centers for lead generation: at Mohali and 1 at Mumbai with total 25 Seats for RON-Delivering the desired revenue figures-Supporting Presale activities like business case approval, client query handling and providing.

Mohali

- Product Manager:Designing and monitoring Postpay Voice Offerings for Haryana Circle of Tata Teleservices Limited- Administrative Reporting to Marketing Head Punjab, Haryana & HP. - Track Revenue & analyze profitability of products on an ongoing basis- Product Launches: Designing consumer/IOIP campaigns for COCP base- Tariff Management: Working with.

Mohali, Punjab, India

Hyderabad Area, India

- Working in Agile based delivery environment. -Interface with all levels of internal and external "clients" to gather, analyze, and document business requirements.- Requirements validation and traceability, CAT/UAT Demos & CAT/UAT Sign-Offs- Maintaining SOA mappings and explaining them to the development and implementation team. - Scope out the business.

Business Edge Change Management

Mba Telecom, Marketing And Finance

Activities and Societies: Coordinator for organizing the Alumni meet 2007, Chief-coordinator Editorial Committee, Editor for Annual.

Bachelor Of Technology (Btech)