Siddharth Vyas Email & Phone Number

www.ljsindia.com

India

Mumbai & Delhi Ncr

* Collections* Retentions* Outbound Call Centre Operations PAN India* Managing Bucket 0-30 and 30-60* Managing MNP and Voluntary Cancellations Retention* SPOC for Airtel Thanks Benefits Billing Pan India handling Netflix and Amazon Prime* SPOC for Collections KONNECT App launch and resolution* SPOC for De-Dupe Telemedia Business PAN India

Karnataka, India

Working as Zonal Customer Service Manager (ZCSM) with Bharti Airtel Ltd. in Karnataka CircleManaging :Prepaid ActivationPostpaid ActivationAddress VerificationCollectionsRetentionsChurn ManagementBad Debts ManagementPostpaid Form TATPrepaid Form & EKYC TATRM Management

Hyderabad Area, India

Currently working with Rcom as Circle Lead Retail Field Collections in CLCM Function. My principal function is to handle Collections for entire Secunderabad Cluster for 0-30 Bucket and 31-90 through collection agency for Rcom. Agency’s key function is to make outbound calls to Customers for the outstanding amount due against their bill(s). I have to take escalation(s) of the Customer(s) as well as Nodal Escalation(s) mostly over the calls and over the emails for entire AP & Telangana, whether Corporate, SME or Individual and also convince them to make the payment of the outstanding amount against the number issued to them. The procedure involves following up on the Credit Policy extensively and religiously. I also have to recommend waiver(s) for dissatisfaction or problem faced while using the services. Based on the outstanding I also need to stop sales in any particular region or account. I also have to ensure Reduction in Barring on active numbers thereby asking the Customer to facilitate Payments and reducing the Churn simultaneously. Also handling the Validation of every Bulk Sales in existing and new accounts. Tracking of Payment Pattern, AON, Issues of the Existing Customer in order to acquire quality sales.I have to identify Sales Fraud, AVCV Fraud etc. and arrange for Sales Reversal in certain cases based on the telecalling and field feedback from the agency and on self visits.Currently also managing the Premium Number Change process, thereby changing the numbers as per the desire of the Customer as in VIP, Gold, Silver, Diamond and Platinum category numbers. This process requires thorough follow up on the MDN change Policy, for ex : Necessary Approval are taken or not, Premium number charges are paid or not, if number needs to be released under FOC etc.

Hyderabad Area, India

Working with Tata Teleservices Ltd. as Team Lead Collections in CSO Department. My principal function is to handle SVP’s(Service Value Partners) for Tata Tele. Their key function is to make outbound calls to Corporate Customers for clearing outstanding amount due. Enterprise segment involves a wide variety of products of Tata such as PRI Lines, Lease Lines, Broad Band, GSM, CDMA, Wire lines etc. for which thorough follow up is required in order to collect monies. I have to take escalation(s) of the Customer(s) as well as Nodal Escalation(s) by mostly visiting their Establishment and over the calls or on emails for Hyderabad Zone and convince them to make the payment of the outstanding amount against the number(s) issued to them. The procedure involves following up on the Collection Policy extensively and religiously. I also have to issue waiver(s) for dissatisfaction of the services. Based on the outstanding I also need to stop sales in any particular region. I also have to ensure Reduction in Barring on active numbers thereby asking the Customer to facilitate Payments and reducing the Bad Debts simultaneously. Collecting TDS and streamlining the account in terms of Bill Delivery on time and payment collections is also an important part in the course of activity.I also have to monitor the Unbilled usage of the running/active connections in certain cases and thereby taking action to Barr/Unbarr those connection(s) or to ask for interim payment to Unbarr the number in case barred already.

Hyderabad Area, India

My principal function is to handle collection agencies for Airtel. Their key function is to make outbound calls to Customers of Airtel for the outstanding amount due against their bill(s). I have to take escalation(s) of the Customer(s) as well as Nodal Escalation(s) mostly over the calls and over the emails for the Allocated Zone, whether corporate or individual and also convince them to make the payment of the outstanding amount against the number issued to them. The procedure involves following up on the Credit Policy extensively and religiously. I also have to issue waiver(s) for dissatisfaction of the services. Based on the outstanding I also need to stop sales in any particular region. I also have to ensure Reduction in Barring on active numbers thereby asking the Customer to facilitate Payments and reducing the Bad Debts simultaneously.Monitored the efficiency of the agency team member(s) and the agency as a whole against their targets and commitment on a daily basis.Managed the difficulties of the agency to achieve the target laid down on month to month and on a daily basis.Co-Ordinated with other departments to try and achieve highest C-SAT for the customers.Resolving the disputes of the Customer to their satisfaction in terms of Billing, charge(s), VAS etc.Waiver posting of cases in the portal on time before generation of the next bill.Identifying the errors to understand the genesis of the dispute by checking the document(s) of the Customer.Frequently visiting the top 50 Customer(s) of the allocation to resolve query/dispute(s) if any and ensuring facilitation of the payment(s).Escalating highly disputed cases immediately to the management in case not being able to handle it by self.Co-Ordination with the Central Team for resolution and waiver posting. Preparing Collection MIS on day to day basis to update the management on status of the target and to be on top of feedback of the cases.

New Delhi/Allahabad

As a Deputy Manager my principal function is to handle a team of 20 individuals. Their key function is to make outbound calls to the client(s) of Matrix for the outstanding payment. I have to take the escalation(s) of the client(s) as well as Nodal Escalation(s) mostly over the calls and over the emails for PAN India, whether Corporate or Individual Customers and also convince them to make the payment of the outstanding amount against their account. The procedure involves following up on the Credit Policy extensively and religiously. Sometimes I also have to issue waiver(s) for their dissatisfaction of the services. Based on the outstanding I also need to stop sales in any particular account and ensure Barring on active numbers (CAF Management). Additionally I handle 5 people who consistently monitor the Unbilled usage of the running/active connections thereby taking service action or asking for the interim payment to continue the services and 5 people under charging team who charge the Credit Cards of the client’s who opted the mode of payment as Credit Card and whose outstanding is still pending.Additional Responsibilities: Collated and compiled the database of the DND client(s) of Matrix and monitored their accounts from time to time so as to intimate them regarding their connection(s) and outstanding(s). Approval and Rejection of CAF’s for quality SalesMonitored the efficiency of the team member(s) as well as their targets and commitment on a daily basis. Managed the difficulties of the team as a whole to achieve the target laid down on month to month and on a daily basis. Coordination with other departments as well so as to ensure the highest C-SAT for the clients. Coordination with Networks of respective country for trouble shooting and validation. Handling the Charge Back cases of Credit Card charging(s) for American Express Platinum Card Members. Achievements:

As a Disputes Analyst, my principal function was to resolve disputes which Card-Member(s) of Amex have with merchants and provide a fair and transparent resolution, while adhering to compliance and quality guidelines. The role requires thorough knowledge of policies and procedure, analyzing the merits of each customer claim and providing a resolution which is fair to all parties. Timely and effective communication of the resolution is the key in delivering high customer satisfactionAdditional Responsibilities:Collated, compiled and made the Business Unit Review presentation for the team for presentation to the SDL. Sampled cases for Quality and TBASS and drew inferences for a designated buddy and share best practices as well as look for areas of opportunity.As a transport SPOC, roster people as per the organizational and team requirement.Achievements: I was a winner of Magic of Moments August 2008. I was also a G2 performer as per the company’s performance table from January 2009 to April 2009.

Communicating with the Customers regarding their queries and issuesPlacing new orders for CustomersResolving the issues of Customers as per their SatisfactionMaking Case Logs and maintaining the A/C’s for each and every Customer on the CallReceiving all types of calls whether Technical, Sales or a Care Issue and try to handle each call at the same place

Broadband Executive and Back Office Executive also worked as Customer Care Manager as per company’s format with C3 executives for help on front desk.Job Responsibilities:Ensuring Customer satisfaction and timely resolution of complaints and enquiries.Escalation of unresolved customer complaints to the concerned deptts.Direct Sales of post-paid and prepaid connections for achievement of Branch Sales target.Dealing walk-in customers counselling and resolving problems to their satisfaction.Explanation of new tariffs plans and schemes.Activation of new connection with full details.Managing Video Conferencing for judges of the High Court and many multinationals such as HDFC, ICICI Bank, Ranbaxy etc. and DENG services which includes news reports for leading news channels such as AAJ TAK, NDTV, and STAR NEWS etc.Achievements: Awarded by Mrs. Priti Singh Circle Head U.P and Uttaranchal for best performance as Acting Web Lead.

Education record

Education record