End-to-end offshoring and outsourced IT solutions across AI/ML data services, integrated design, Content Management

Management of Service Level Agreements (SLAs) and Trouble ticket Management for the technical project as the leading SPOC with the Region team Program Managers of NSN, Aus & NZ process. SPOC for Transitions of new projects for the allotted region.Key Achievements & Value Additions:• Created transition plans and track specific cost reduction for GCC projects (Indonesia and Aus & NZ process). • Delivered documentation and presentations. Supported transition plans and reported project trends. • Trained in BOXI tool for Global and Region reports and analysis. Supported training of tools and processes for CPfM roles for other projects.• Consistent improvement and quality performance of SLAs achieved. • All terms and quality criteria requested by the firm at a regional level are maintained for the projects; regular status updates (monthly, weekly, daily) shared with Region and Local team.

Management of Service Level Agreements (SLAs) and Trouble ticket Management for the technical project as the leading SPOC with the Region team Program Managers of NSN, Indonesia Process. SPOC for Transitions of new projects for the allotted region.

Managing overall subscriber base (Prepaid and Postpaid) of Vellore and clusters – Responsible for all Customer Service metrics with Churn Management on top priority. Also includes Relationship Management as the SPOC representing the Service provider with top Corporate and Enterprise and Premium Subscriber base of the sector. Key Achievements & Value Additions: Constant maintenance and reduction in Subscriber churn resulting in constant increase in Vellore Postpaid Subscriber base from 5K to 7K. Training by self to the partners – Prepaid Distributors, Mini Stores on DATA so as to share knowledge and confidence in whole team. Data penetration in Vellore increased from 6% to 12% in 4 months duration. Driving revenue from Postpaid base through cross selling and referral selling with strong relationship with the Corporate and Premium Customers.

Handling end to end Postpaid and Prepaid complaints – responsible for managing back office for subscribers in Chennai & Rest of Tamil Nadu. Managing national Score card metrics within targets and as per National Average.Parameters include managing complaints per subscribers, First time resolution, Customer satisfaction scores. Handling MIS and data for 6 lac customer base (enquiries, complaints, and requests) versed in MS Access & Office. Key Achievements & Value Additions: Green Belt Qualified under Six Sigma by QAI  Completed project for Repeat complaints & Interactions Piloted various CS Projects like Reports Automation (Automation tool for generating E2E reports), Epiplex – An E-Learning tool for self learning on various products and processes to ease reachability to all service partners (Including Distributors, Call centers, Stores) Actively collated VOC (Voice of Customers) and presented to the Functional Heads and COO along with the Heads of Depts. Collated VOC from across customer touch points and conducted customer days which resulted in 11 new product launches and 7 process improvements FY 2010 - 2011. Awarded Mega Star by the COO Mr. Suresh for displaying exemplary customer service skills in the month of November 2011. Served as the “DATA SPOC” for the circle (through core training at the corporate office – Mumbai) and conducted trainings and handled DATA complaints for the circle.Key InitiativesContributed to creating Segmented approach resulted in focus and ring-fenced overall back office parameters within Targets, shared best practices across circles.Process improvements implemented successfully with Functional Heads consultation & approvals1. End to End close-looping of every complaint with satisfaction confirmation from the Customer. 2. PG segmentation

Quality management of Call Center performance with various achievements in maintaining and improving Quality Scorecard parameters thereby contributing for the Circle’s achievement on top performance. Excelled in call center audits and Calibrations.. headed Calibrations with respective circle QAs across the country and initiated seamless audit process across all circles.Client SPOC for Vendor Quality team. Was nominated and trained for TTT on Call recording Tools (NICE Perform) by Corporate team (Mumbai & Ahmedabad) so as to further disseminate to Vendor QAs across circle.

COMPU CREDIT – CREDIT CARD CUSTOMER SUPPORT (INTERNATIONAL BPO - VOICE)Served as Customer Support Officer for a leading Bank in the US handling consumer complaints and queries. Was awarded “Best Performer” 5 times for the exemplary and flawless customer support and resolution.

RITZ CAMERA ONLINE STORE – (INTERNATIONAL PROCESS – EMAILS & CHAT SUPPORT EXECUTIVE)Excelled in typing, started the career with e-mails and chat support for the US Based process(Online Camera Stores – Sales & Service). Had been a consistent top performer in cross-selling.