Sandeep Arora Email & Phone Number

Gurgaon, India

Within the scope of my present role, I lead the transformation of the 'Opportunity to Order Delivery' cycle, enhancing internal processes through digitization and streamlining workflows to improve customer experience. My role involves managing the entire post-sales cycle across 14 operational countries in Africa, ensuring efficient billing, collections, and customer retention. I oversee debt and Days Sales Outstanding (DSO) management, maintain high service level agreement (SLA) uptime, and drive on-time contract renewals. Additionally, I focus on building strong customer relationships, conducting high-level engagement sessions, and spearheading digitization initiatives to boost operational efficiency.Achievements:• Reduced the 'Opportunity to Order Delivery' cycle from 45 days to just 7 days.• Maintained a debt to Gross Revenue ratio of 0.20% and kept DSO at 36 days.• Achieved an 8% reduction in fault rates and a 2% decrease in repeat faults.• Enhanced SLA compliance rate to 85% in complaint resolution.• Improved Net Promoter Score (NPS) to above 30 through targeted initiatives.

Gurgaon, India

In my role, I spearhead the implementation of a dedicated helpdesk for PNB customers, significantly boosting Mean Time to Repair (MTTR) efficiency and saving INR 8 million annually. I manage fault resolution efforts, driving a 9% reduction in fault rates and a 5% decrease in repeat faults through effective Service Improvement Plans (SIPs). My responsibilities also include overseeing end-to-end order fulfilment from booking to delivery, ensuring alignment with Annual Operating Plan (AOP) targets. I maintain a consistent 100% collections rate, achieve a 75% collections efficiency, and manage Service Level Agreements (SLAs) to minimize penalties and ensure high service reliability. Engaging with customers through Monthly and Quarterly Business Reviews, I foster strong relationships and lead up-selling strategies across a diverse product suite.Achievements:• Surpassed delivery targets with 101% achievement of IR to OB in FY18-19 and 103% in FY19-20, achieving 88% order delivery by customer-required date.• Secured a 96% contract renewal rate by engaging customers proactively and negotiating favourable terms.• Improved complaint resolution SLA to 84%, marking a 5% year-over-year improvement.• Conducted 100% circuit reconciliation for the top 700 data customers in FY19-20.

I led the creation and management of comprehensive enterprise customer lifecycle designs, overseeing new product launches across data, connectivity, usage-based services, and IoT products. Additionally, I directed the end-to-end design, development, and testing of new products to ensure they aligned with market needs and exceeded customer expectations. I also focused on enhancing operational effectiveness by developing and executing training programs and certification processes for circle teams, which improved their ability to manage customer experiences and new product implementations.Achievements:• Successfully launched Salesforce (SFDC) for direct accounts, streamlining account management and customer relationships.• Rolled out improved delivery journeys for V-Fiber and FTTH last-mile solutions, boosting service efficiency and customer satisfaction.• Enhanced channel segment delivery timelines by implementing 'customer need by date' processes, ensuring timely fulfilment.• Managed the migration of the TDM PRI service delivery model to the Huawei platform, modernizing infrastructure and enhancing service delivery.• Launched an online portal for M2M customers, simplifying service management and improving customer access.

Mba, Materials (Minor Specialization)

Mba, Finance (Major Specialization)

B.Com, B.Com

Honours Diploma, Computer Applications & Advanced Systems Management