Handling field operation & retention through outbound retention agencies for pan India. Dealing with corporate and national account using airtel DTH for smooth continuation of services. Sending them Performa invoice for renewal of their account 10 days before suspension. Payment posting and pack provisioning in corporate account post payment is received. Segmented allocation of 60+ suspended to agencies and partner along with target and incentive. Segment wise calling programme based on ARPU / AON / Seasonality / sports. Rolling out new retention activities and offer for field team to boost retentions. Retailer engagement to increase the win backs by offering lucrative schemes. Collaborated with the circle level Customer Experience Team to get VOC & Customer Pain pertaining to pricing / content / service related. Assisted Partners in areas like Recruitment, Training, Operation, Compliances & Profitability; reviewed performance metrics of partners on basis of agreed KPIs. Engaging field team’s into retention activities by monthly contests. Regular Interaction and physical visit to all channel partners for ground level activity in order to increase the retention efficiency. Creating or editing offer as per the market and customer voc. Analyzing customer VOC to know reason of churn.

 Handle customer experience profile at Jaipur Zone – Rural & Urban. Look after base of 2 lakh with 15 field partner’s and 200+ outlet’s. Training and development of IE and staff on new product / process / retention offer’s launch in the organisation. Train IE’s for quality of SR resolution and install DO’s to reduce 0 - 30 days fault repair. Resolving customer’s complaints within defined SLA and maintaining SLA parameters for the zone. Reconcile stock after every month for commercial as well as swap stock. Attend self - installation and SR to train new IE. Responsible for properly capturing customer details at the time of booking call. Handle retention agency biased at Jaipur for Rajasthan, their bucket size, flow to next bucket & efficiency. Conduct retail market visit to maintain good relation by solving queries, and giving extra boost to sales team. KRO visit with channel partner and FSE. Canopy, Umbrella and Shamiyana activity with DOST and IE to boost sales. HORECA activity for bulk sales Responsible for: -o Stock reconciliation after every month for commercial as well as swap stock.o Timely installation and after sales service.o Customer life cycle management.

 Handle collection of Bikaner Zone from 0 bucket. Take care of active & de - activate collection. Stabilise strong relationship with current and potential key account customer. Maintain regular one - point contact with customers. Confirm resolution to the customer and ensure payment collection. Contact with high value customer in order to know the reason for non - payment, and provide resolution to them and offered retention tools. Ensure 100% collection both accounts wise and amounts wise, to reduce bad debts and bucket flow. Resolve issues & retain customers in 0 bucket. Meet business results in suspended & deactivated cases to reduce churn and bad debts. Ensure 100% capturing and close looping of complaints identified during tele - calling and field visits.

taking care of collection and retention for Jodhpur zone