Samaresh Das Email & Phone Number

Gujarat, India

Kolkata, West Bengal, India

Kolkata, West Bengal, India

Kolkata, West Bengal, India

Kolkata, West Bengal, India

Burdwan, West Bengal, India

Ko

• Building channel productivity.• Roll out of new Store.• Managing customer relationships to minimize churn.• Managing Activations for the assigned Area.• Managing team performance and motivation in a highly competitive market.• Increase net additions and acquisition.• Managing workforce to leverage opportunities for cross-selling of different products• Audit the customer’s documents as per TRAI guidelines.• Maintaining the Quality of the documents to generate the revenue of the company.• Relationship building with the distributor and the retails to generate the Activation & Revenue.• Selling SIM cards, Recharge voucher, Etop Recharge• Checking the daily MIS report to fulfill Primary, Secondary, Tertiary target and share with the team, Distributor, Retailors to fulfill their targets.• Increase the new Unique Activation Outlets, Unique E-recharge Outlets and BTS wise Activation.• Promoting the company’s new products, Activations schemes, to the Retailors & the Distributors.• Promoting the company’s new products, Activations schemes through the various campaigning & the activities. • To ensure Customer, Distributors, satisfaction by keeping a check on complaints/ wrong commitments by team/ enquires etc.• To ensure activation within specified TAT and timely courier of the CEFs to warehouse.• Communicate rejections to channel with correct reason.• SIM Replacement within specified time limit and documents to be reached at warehouse.

Ko

• Building channel productivity.• Roll out of new Store.• Managing customer relationships to minimize churn.• Managing Activations for the assigned Area.• Managing team performance and motivation in a highly competitive market.• Increase net additions and acquisition.• Managing workforce to leverage opportunities for cross-selling of different products• Audit the customer’s documents as per TRAI guidelines.• Maintaining the Quality of the documents to generate the revenue of the company.• Relationship building with the distributor and the retails to generate the Activation & Revenue.• Selling SIM cards, Recharge voucher, Etop Recharge• Checking the daily MIS report to fulfill Primary, Secondary, Tertiary target and share with the team, Distributor, Retailors to fulfill their targets.• Increase the new Unique Activation Outlets, Unique E-recharge Outlets and BTS wise Activation.• Promoting the company’s new products, Activations schemes, to the Retailors & the Distributors.• Promoting the company’s new products, Activations schemes through the various campaigning & the activities. • To ensure Customer, Distributors, satisfaction by keeping a check on complaints/ wrong commitments by team/ enquires etc.• To ensure activation within specified TAT and timely courier of the CEFs to warehouse.• Communicate rejections to channel with correct reason.• SIM Replacement within specified time limit and documents to be reached at warehouse.

Ko & Wb

• Look after KO & WB CEF management warehouse.• Maintaining tracker of CEF receiving at Warehouse post activation of customer numbers from activation hubs. • Second level audit and report published on daily/weekly basis to circle team. • Maintaining of daily dashboard POD received vs. Inward, Inward vs. Scanning, Scanning vs. image upload in Document Management System. Also handled the vendor management payment and invoice checking.• Managing of CEF submission to TERM as the given timeline.• Complying a CEF & document quality >=95% target given by TERM Cell KO & WB.• Visiting TERM Cell for closing of audit and negotiation of penalty for the Circle.

Ko & Wb

• Monthly, Quarterly & Half yearly perform audit for Complaint Management Team, Out Bound Call Centre Team, Appellate & Care Desk, and Social Media & External Escalation Team to check the compliance part and check process delivery part.• Has attended quarterly QoS audit with external audit agency (KPMG & E&Y). Represent Circle for M&B audit, CAG workshop, Organize monthly CFRC with cross function team.• Weekly/Monthly Root Cause Analysis done to understand the exact nature of complaints. Monitoring of call per sub and complaint per 100 subs for KO & WB. Monitoring of cross functional SLA adherence• Monitoring of tagging efficacy & accuracy. Empowerment matrixes roll out and monitoring of process adherence for all touch points. Closely monitoring of repeat complaints & repeat callers. Audit for Metering & Billing complaints.• Handled outbound process team of 140 seated from lead generation to customer acquisition, retention, VAS up-selling & low end rate cutter as per usage of the customers. Runs segmented product campaign for Usage and Revenue team. Closely worked with UnR team. Responsible for Quarter by quarter revenue generation and ensure effective growth in revenue through various special projects. Runs segmented base offer.• Reviewing compliance with outsourced partners to SLA targets, discussing changes and service provisioning for ongoing months. Custodian of KPI’s: Process & Policy compliance & adherence. Service expense, customer satisfaction, SLA adherence, calls per sub, service quality.• Has look after UCC cases logged by other operator in TRAI portal and closed within 48hrs.• Responsible for all external escalations coming through different medium, i.e; DOT, TRAI, Jago Grahak Jago, NCH, Social Media)Facebook, Twitter,Blog) Higher Management Escalation• Coordinated with respective verticals on regular basis to resolve customer issues on priority to arrest the churn and increase customer delightness.

Ko & Wb

• Has attended quarterly QoS audit with external audit agency (KPMG & E&Y). Represent Circle for M&B audit, CAG workshop, Organize monthly CFRC with cross function team to understand the customer’s actual pain, VOC, complaints trend & way forward to reduce the circle complaints & increase customer’s delights.• Weekly/Monthly Root Cause Analysis done to understand the exact nature of complaints. Monitoring of call per sub and complaint per 100 subs for KO & WB. Monitoring of cross functional SLA adherence• Monitoring of tagging efficacy & accuracy. Empowerment matrixes roll out and monitoring of process adherence for all touch points. Closely monitoring of repeat complaints & repeat callers. Audit for Metering & Billing complaints.• Reviewing compliance with outsourced partners to SLA targets, discussing changes and service provisioning for ongoing months. Custodian of KPI’s: Process & Policy compliance & adherence. Service expense, customer satisfaction, SLA adherence, calls per sub, service quality.

Was handled entire south bengal for postpaid retention and collection for postpaid customers.

Has handled activation of customers, complaint resolutions, retention, collection. Have handled a team of 9 people.

Used to take care of refund of postpaid customers & NW related issues for Kolkata & Bengal Circle.

Taking backup of live billing system. Uploading of data from SW to billing data base from spooler. Pricing of TAP IN file out roamers. Sending of TAP out file to other roaming partner. Call pricing of Billing disputes cases. Online provisioning.

Taking backup of live billing system. Uploading of data from SW to billing data base from spooler. Pricing of TAP IN file out roamers. Sending of TAP out file to other roaming partner. Call pricing of Billing disputes cases. Online provisioning.

Mba In Operation

Gniit

Bachelor'S Degree, Commerce, 2Nd Div.

Higher Secondary, Commerce

Mba, Operation