Santosh Kumar Email & Phone Number

Bengaluru, Karnataka, India

EL Events:Manage Kidz4Kidz and other corporate fundraising events of Enabling Leadershipa. This would include Event Conceptualisation, Event Management, Logistics andother operational elements.b. Managing Vendors and other stakeholders in the smooth conduct of the eventc. Work with the Communications team on event promotions, PR exercises andother publicity requirements.d. Work with the finance team in managing the event budget.e. Meet the fundraising objective of the events

Dubai, United Arab Emirates

Key Responsibilities: • Responsible to manage End to End after sales business operations for entire UAE.• Provide various MIS inputs on Business KPI’s & Performance trends to UAE Head of Sales• Participate & negotiate with various partners on business deals & partnership• Induct New Joiners on Pyypl Product, Activation Process & Key KPI Deliverables• Initiate Field visit at Pyypl & Partner kiosks, identify TNI’s and accordingly plan for refresher training• Assist Team Kenya on Product Training and hand hold trainer build appropriate training materials• Empower field team to fulfil marketing material & wallet funding requirements

Dubai

I manage the After Sales Back Office Operations and also contribute to business revenue by handling a team of Tele sales agent based out of Inhouse & two offshore locations.Enhance productivity of the agents by periodic call listening to assess the quality and identify the training needs. Share feedback on areas of improvement and also provide refresher training sessions on identified gaps

Deira, Dubai, United Arab Emirates

Was instrumental in enhancing the company's revenue by supporting the frontlines sales team, effectively manage the after sales operations comprising of Target Setting, Launching of periodic incentive schemes, On time Incentive Disbursal, SIM & TAB Stock Management, Business Analysis input to management. Had also contributing to business growth by handling a team of inhouse tele sales agent and on ground sales fulfilment staff.Key Achievements are as follows :-1. Effective management of After Sales Operations of Consumer Acquisitions had enabled in ZERO Client debits for the whole of 2018. 2019 and till date in 2020 on TRA Customer Escalations.2. Enabled 10x Business Growth from Call Center Business 3. Contributed to significant upscale for DU Consumer Business Operations

Bangalore

Had played a key role in launch readiness of Customer Onboarding process for Karnataka Circle by hiring able resources for key portfolios across to handle onboarding process across Jio Centers in various cities across karnataka. Was sharing frequent updates to management on status update thru launch trackers with regard to hiring and process deployment

Bengaluru Area, India

Had played a pivotal role in managing Customer Life Cycle Management for a Post-paid Base of 10 Lakhs & Prepaid Base of 70 Lakhs within KarnatakaHad an opportunity to present Monthly “Voice of Customer” update to Circle CEO & Functional Heads on process lapses that impacted customers & deployed the suggested process & system corrective measures.Supervised and drove improvements on Service Request TAT, E-mails and Letters (Mailroom), Reduction of Customer Complaints and Escalations (at the nodal and appellate levels)Managed Monthly Compliance Audits of Telecom Regulatory Authority of India.Presented to external customers an awareness session on Various Regulatory Guidelines through quarterly Customer Advocacy Group Meets across various territories within Karnataka state.

Chennai

The AccountabilitiesPartner Engagement on daily operational metrics on processes such as Activations, Request Management, Complaint Management, and Mailroom Management & Waiver Management.Manpower Optimization and productivity across all SLA based processes.Drive Process improvement by eliminating inefficiencies.  I

Chennai, Tamilnadu

Handling Training & Telesales across Chennai & Tamilnadu

Cochin Area, India

Manage Customer Life Cycle Management for a Post-paid customer base of 84,000, Pre-paid customer base of 200,000, and a distribution outlet base of 27 Reliance Web World and 15 distributors.Manage Customer Complaints (voice and non-voice) that are being routed through call center's and Reliance Company & Franchise Owned Outlets

Thiruvananthapuram Area, India

Handled a Team of 3 personnel’s the initial service provisioning for all the new acquisitions of southern Kerala. Supported the sales team by fulfillment of Address Verification & Credit Verification related activities on all the new acquisitions along with MEF compliance of all prepaid acquisitions.Managed the After Sales Customer Life Cycle Process (both voice & non voice) getting reported from call center & 14 showroom’s for the entire postpaid sub base of 15k in South Kerala. Handled Face to Face Customer Interaction Process with the support of 2 showroom managers along with 10 customer service representatives to handle effective showroom experience across 14 showrooms in South Kerala.Managed After Sales Customer Life Cycle Management Process with the support of 3 customer relation managers by driving in effectiveness in active collection & retention activity for the entire postpaid subscriber base of 15k. Lead managed a Team of 1 personnel & 5 agencies the de-active collections process in the entire south Kerala

Bachelor Of Commerce (Bcom), Accounting

Activities and Societies: College Inter sports activity Participated in inter sports activity, college elections etc

Schooling Till 10Th Standard