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.

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.

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.

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.
• 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.
• 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.
• 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.

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.
• 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.
• 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.

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