Rupali Hiremath Email & Phone Number

Mumbai, Maharashtra, India

Mumbai, Maharashtra, India

www.assertion.cloud

Mumbai Area, India

Mumbai Area, India

Handling a team of 50 associates – 3TL’s,1 QA, 2 MIS team, reporting into a Manager MIS and 1 Team Operations ManagerResponsible for nurturing of all leads received through the ATL and BTL campaigns for the various sites and verticals in MarketingResponsible in driving Direct Business from a mere 20% right up to a 43% for the last quarter Responsible in bringing about the complete paradigm shift from a sourcing vertical to nurture the lead right up till the booking… Show more Handling a team of 50 associates – 3TL’s,1 QA, 2 MIS team, reporting into a Manager MIS and 1 Team Operations ManagerResponsible for nurturing of all leads received through the ATL and BTL campaigns for the various sites and verticals in MarketingResponsible in driving Direct Business from a mere 20% right up to a 43% for the last quarter Responsible in bringing about the complete paradigm shift from a sourcing vertical to nurture the lead right up till the booking stageEnsure that targets are driven through various reporting and system interventions by way of stack ranking, integration of the dialer with the CRM s/w tool, digital lead analysis and real time feedbacks to vendorsBuilding motivation within the team – By way of incentive payouts, creating a clear cut career path based on performance and building Horizontal and Vertical career growth programs with HR, organizing sports events (Volleyball, Badminton and Box cricket), creating FUN FRIDAY activities, having an environment that is built on DOING THE RIGHT THING by way of building up the DAP (Disciplinary Action Policy)Streamlining the entire Vendor Management piece by way of payouts, acquisition of new business, setting up LOI’s and T&C’s, building new Vendor Induction Process SOPPreparing a detailed SOP on – Hiring, Training, Refreshers, System Navigation, Accurate Tagging to improve overall Productivity and Efficiency of the Pre Sales process.Driving Business numbers of walk ins and bookings month on month and increasing the revenue contribution from the Direct Business. Responsible in driving Revenue targets of 200 crores annually.Giving real time analysis and feedback to each vertical along with collaborating with them, to improve Business numbers on Revenue and well as building Brand equity.Driving the Direct Sales Business in terms of the Walk in and Booking targets as per the AOP. Responsible in increasing the Direct business contribution by over 40% quarter on quarter. Show less

Mumbai

• Handling a Post Sales team of 7 RM’s and a Team Leader which is responsible in handling the entire life cycle management the moment the Sale is done right upto Possession.• Involved in setting up tie ups with Banks and NBFC’s for various subvention schemes on New Project launches• Handling the Pre Sales team consisting of 5 RM’s involve in Lead generation from Opportunities right uptill Sales closures• Involved in all online campaigns of FB, Money control, Economic Times including… Show more • Handling a Post Sales team of 7 RM’s and a Team Leader which is responsible in handling the entire life cycle management the moment the Sale is done right upto Possession.• Involved in setting up tie ups with Banks and NBFC’s for various subvention schemes on New Project launches• Handling the Pre Sales team consisting of 5 RM’s involve in Lead generation from Opportunities right uptill Sales closures• Involved in all online campaigns of FB, Money control, Economic Times including Events and roadshows for project launches.• Ensured month on month targets are achieved on Collections both in Customer own contribution and Bank disbursements.• Launched 3 projects in Mumbai – Mirabilis, The Gateway, The Autograph, including the ongoing projects of Urbana and Metrozone at Bangalore and Chennai.• Handled projects and teams, across geographies, time zones and offices across the world – Australia, Hongkong, Singapore, US, UK, Dubai, Chennai, Bangalore etc.• Handled the entire RERA registration of all our projects including the entire para legal work of setting up all the documents for upload along with coordinating with each dept. to ensure that they are RERA compliant – Marketing, Sales, Post Sales, Architect, Construction, Accounts etc• Responsible in the ensuring that both the Post and Pre Sales team are onto the dialer (Ozonetel) along with the entire integration onto SFDC to ensure that all manual work of excels are eliminated - leading to Enhanced Collection by a good 30%, improved productivity, lower customer complaints, better tracking of lifecycle management etc.• Responsible in ensuring that processes are streamlined at Post Sales in terms of Collection, Banking Process, setting up new APF’s with various Bankers, all customer touch point documentations, RERA compliance, Customer escalation and Complaint Management etc. Show less

Current Responsibility (Handling a team of 32 RM’s + 4 TL’s, across 4 projects)• Responsible in ensuring that the collectable target of due date payments, along with the slabs raised are met for the 4 projects @Palava, Dombivali – Casa Bella, Bella Gold and Casa Rio, Rio Gold.• Responsible in handling the entire CLCM of 16,585 customers at Lodha Group starting from Sales to the Possession stage, which is anywhere from Day 1 up to 3-4 years• Responsible in driving Sales nos. through… Show more Current Responsibility (Handling a team of 32 RM’s + 4 TL’s, across 4 projects)• Responsible in ensuring that the collectable target of due date payments, along with the slabs raised are met for the 4 projects @Palava, Dombivali – Casa Bella, Bella Gold and Casa Rio, Rio Gold.• Responsible in handling the entire CLCM of 16,585 customers at Lodha Group starting from Sales to the Possession stage, which is anywhere from Day 1 up to 3-4 years• Responsible in driving Sales nos. through Loyalty and Referrals and meeting our loyalty targets on every launch, quarter on quarter• Responsible in running specific campaigns for each launch – through various dialer callings, events and 1-1 visits. Ensuring robust relationship building through the entire Life cycle Management process.• Responsible in driving Possession numbers month on month and making the entire Palava Township increase its livability quotient, thereby driving further sales and revenues to the company• Responsible in driving various Customer Engagement programs through the various events conducted onsite – Tour De Palava, Corporate event, Casa Bella Gold/Rio club launch, Specific site wise launch events for customers at Pune, Ahmedabad etc.• Responsible in ensuring Process monitoring and compliance through various audits and checks to ensure high customer satisfaction and delight.• Responsible in ensuring Grievances and Complaints both on - Social Media, Legal cases, Emails and Print medium, are dealt with as per compliance along with end to end close looping within the defined Timelines.• Driving end to end closure on director complaints along with close looping each leg of the case across departments.• Responsible in driving regular Process enhancements and improvements to ensure Complaints and Grievances are reduced to less than 3% of the base. Show less

Mumbai Area, India

Handling the massive Operations @ Retail, looking at 36 Company owned stores and 142 Mini stores spread across Mumbai, with a team strength of 800+ On roll and Off role employees. Responsible in the smooth operations in terms of Collections, Retention, Quality of service, Hiring, employee engagement, Process compliance's etc. Responsible in leading a huge motivated team of 800+ employees in Retail by ensuring constant engagement and cultural activities as 'Happy employees give Happy… Show more Handling the massive Operations @ Retail, looking at 36 Company owned stores and 142 Mini stores spread across Mumbai, with a team strength of 800+ On roll and Off role employees. Responsible in the smooth operations in terms of Collections, Retention, Quality of service, Hiring, employee engagement, Process compliance's etc. Responsible in leading a huge motivated team of 800+ employees in Retail by ensuring constant engagement and cultural activities as 'Happy employees give Happy customers'. Responsible in driving the NET PROMOTER SCORE for the brand and the company from a -8 to a positive 5%.Also responsible in working closely with the UK team to ensure we have a standard hiring and retail processes to give ONE ROTO experience to Vodafone customers globally.•Involved in the Project UAT and roll out on the NPS(Net Promoter Score) in Retail, Mumbai started with an NPS of -14% in Feb to a +6% in June – Was responsible in the end to end training on building the NPS culture and journey and certified as an NPS coach for all front lines, especially Retail•Actively conducted NPS workshops to change the culture across all touch points like Call Centre, C&C and Retail•Key Member of the ‘One Roto Project’ for Recruitment – Worked closely with the Global Retail & the Corporate team in bringing in Vodafone Way behaviors at all Recruitment's in Retail – Introduced and tied up with SHL for OPQ (Online Personality Questionnaire) and CCSQ assessments (Customer Contact Style Questionnaire) for the massive Retail workforce of 800+ Show less

Dakc

Handled the Acquisitions and Process Interface Portfolio for Corporates. Actively involved in th CLCM for Corporates especially in designing and strategising, for the 0-90 day Corporate customer life cycle. Was responsible in driving key targets of 1st - 3 bills unpaid performance of 13%, Voluntary churn, target of 88% on activation experience, reducing entry level frauds to less than 3%, VAs targets through the outbound team of Welcome and first Bill Call etc.Part of the core team for… Show more Handled the Acquisitions and Process Interface Portfolio for Corporates. Actively involved in th CLCM for Corporates especially in designing and strategising, for the 0-90 day Corporate customer life cycle. Was responsible in driving key targets of 1st - 3 bills unpaid performance of 13%, Voluntary churn, target of 88% on activation experience, reducing entry level frauds to less than 3%, VAs targets through the outbound team of Welcome and first Bill Call etc.Part of the core team for the entire 3G launch in terms of testing, front line communication, script changes at the call centre, design and strategy to roll out VAS packs etc. Show less

Pune Area, India

- Was involved in key Client Relationship Management with 3 UK - Glasgow and Maindenhead offices for the verticals of Billing, Ecare and Collections.- Responsible in getting maximum work transition, for both Ecare and Collections into the Pune site as compared to Mumbai, in terms of our strong client relationship and quality standards- Handled the entire Billing skill-set with 260 call taking staff reporting into me along with 17 Team Leaders and 7 Transition experts. - Was… Show more - Was involved in key Client Relationship Management with 3 UK - Glasgow and Maindenhead offices for the verticals of Billing, Ecare and Collections.- Responsible in getting maximum work transition, for both Ecare and Collections into the Pune site as compared to Mumbai, in terms of our strong client relationship and quality standards- Handled the entire Billing skill-set with 260 call taking staff reporting into me along with 17 Team Leaders and 7 Transition experts. - Was responsible in achieving the lowest ever attrition in Billing across the Pune site and had zero attrition in Ecare for 5 months.- Instrumental in initiating and driving the below projects for Billing:1. Bottom quartile project for Quality2. Billing Times / Standardized advisor profiling3. Zero hold project4. Outbound project- Ensured smooth completion of the Red Lorry/ Yellow Lorry training for Pune, also involved in the certification, audits and C-Sat surveys for the same – A prestigious UK firm handling customer response and ensuring C-Sat thru letter writing, having clients like T-mobile, Orange the Sotheby’s etc Show less

Pune Area, India

Retentions:• Set up the 3-tier Voluntary Retention Process at all customer front ends• Made Involuntary Retention the focus of the CS team rather than collection along with count as their KRA• Responsible in hiring involuntary retention agencies across Maharashtra & Goa for various TSP buckets• Responsible in maintaining the Active base at 88% for M&G• Responsible in getting FBD (First Bill Default) reduced from 30% to less than 11%• Responsible in increasing the… Show more Retentions:• Set up the 3-tier Voluntary Retention Process at all customer front ends• Made Involuntary Retention the focus of the CS team rather than collection along with count as their KRA• Responsible in hiring involuntary retention agencies across Maharashtra & Goa for various TSP buckets• Responsible in maintaining the Active base at 88% for M&G• Responsible in getting FBD (First Bill Default) reduced from 30% to less than 11%• Responsible in increasing the Voluntary Retention % of Andromeda (Out calling Retention Agency) from 30% to 75%• Responsible in increasing the First Level Retention % at the call centre (Serwizsol) from 35% to 62% which was the highest among all circles• Responsible in reducing complaints to Pan India best among TATA circles to less than 1.2% of base Show less

Pune

•Responsible in brining Churn to its AOP targets of less than 5%•Responsible in rolling out various strategies and game plan needed in controlling churn along with the complete training and hand-holding of the Voluntary and Involuntary agencies and the call centre retention desk•Responsible in tightening processes relating to C-SAT and especially pertaining to CRM and collections•Actively responsible in handling customer loyalty programs and proactive retention measures to reduce… Show more •Responsible in brining Churn to its AOP targets of less than 5%•Responsible in rolling out various strategies and game plan needed in controlling churn along with the complete training and hand-holding of the Voluntary and Involuntary agencies and the call centre retention desk•Responsible in tightening processes relating to C-SAT and especially pertaining to CRM and collections•Actively responsible in handling customer loyalty programs and proactive retention measures to reduce churn•Responsible in the entire Churn Management – Postpaid, Prepaid & Corporate for Maharashtra & Goa•Responsible in analysis and Strategy planning to monitor and control churn•Responsible in setting up a lot of processes at DAKC for Retention and Churn Management•Rolled out a lot of best practices that are actively used by other circles at Reliance•Managed to bring down churn among the top 3 across circles Show less

Pune

• Responsible in Involuntary Churn Management• Responsible in handling the outsourced call center Magus for Involuntary Churn• Responsible in rolling out strategies & analysis of Involuntary Churn• Handling a team of Retention FOS to enhance collection and reduce churn• Managing the call center in Mumbai in terms of operations, training and the Quality of service both Internal and External• Responsible in day-to-day functioning of the call center• Responsible in… Show more • Responsible in Involuntary Churn Management• Responsible in handling the outsourced call center Magus for Involuntary Churn• Responsible in rolling out strategies & analysis of Involuntary Churn• Handling a team of Retention FOS to enhance collection and reduce churn• Managing the call center in Mumbai in terms of operations, training and the Quality of service both Internal and External• Responsible in day-to-day functioning of the call center• Responsible in monitoring and maintaining SLA at the Inbound Call Center• Rolled out GPRS and MMS and VAS for Maharashtra & Goa• Green Belt certified - actively completed and rolled out Six Sigma Project on Involuntary Churn which had savings of 6.1 million Show less

Bachelor Of Engineering (Be), Computer And Information Sciences And Support Services

Ssc

Activities and Societies: Was actively involved in raising money for NAB(National Association for Blind)