Headed Cable TV & ISP Business for West Bengal since Dec-2020 & have managed Karnataka prior to this. Overseeing eighty-five employees and ten direct reports spanning across WB & KA.Headed customer service, contact center, statutory compliance, and audit for pan India.Acquired & added new size of subscriber base as per business plan and Managed operators/dealers, distributors, and direct customers of company.Carriage and content management with broadcasters for higher penetration… Show more Headed Cable TV & ISP Business for West Bengal since Dec-2020 & have managed Karnataka prior to this. Overseeing eighty-five employees and ten direct reports spanning across WB & KA.Headed customer service, contact center, statutory compliance, and audit for pan India.Acquired & added new size of subscriber base as per business plan and Managed operators/dealers, distributors, and direct customers of company.Carriage and content management with broadcasters for higher penetration and revenue for Pay and FTA channels.Established performance goals for department and outlined processes for achievement with Leading the operational team in development rollout and managed the new product lines.Significant AchievementsConverted a loss-making district to profit center by transforming collection of 1.35 Cr to 6.5 Cr. Initiated new billing pattern for entire location and added Rs. 27 Lacs in revenue.Migrated all direct points customer to digital collection and management system and eliminated revenue leakage of Rs. 15 Lacs.Initiated analog TV collection review and collected Rs.18.5 Lacs from operators against hidden/underdeclared customer’s base. Show less

• Managed all processes for Cable TV business for the module like CRM, Contact Centre & Billing-Collection.• Managed new product designing and testing, deploying at respective users end (Internal & External).• Driven continuous process and procedure improvements for minimum TAT and command failure.• Designed CSD processes like CRC, OSS, BSS, Dunning & Retention in line with the policies and implemented, prepared Standard Operating Process, User Manual as well.• Managed & led… Show more • Managed all processes for Cable TV business for the module like CRM, Contact Centre & Billing-Collection.• Managed new product designing and testing, deploying at respective users end (Internal & External).• Driven continuous process and procedure improvements for minimum TAT and command failure.• Designed CSD processes like CRC, OSS, BSS, Dunning & Retention in line with the policies and implemented, prepared Standard Operating Process, User Manual as well.• Managed & led teams of Operations support, Billing, Collection, & Business excellence.• Undertaken pro-active reviews with cross functional verticals viz Sales,Marketing, IT, Network for system improvement.• Identified the customer pain points, understanding the appropriate solution, strengthen the customer by providing on time support and system delivery.• Adhere & keep Service & Operational Level Agreements & ensure Quality and Regulatory Compliance Management for TRAI for the respective lines of business. Show less

 Managing complete IT project for Customer Service Delivery & Billing (Pre-Paid and Post Paid) Act as a single point of contact for requirement specification gathering / functional specifications from the stakeholders & point of contact for escalations and resolutions for critical & priority issues.  Prepare the project & process documents including Standard Operating Process, SOWs, GANT Chart & PERT Chart etc. Identify Risk & develop Mitigation plan, Control Self-Assessment… Show more  Managing complete IT project for Customer Service Delivery & Billing (Pre-Paid and Post Paid) Act as a single point of contact for requirement specification gathering / functional specifications from the stakeholders & point of contact for escalations and resolutions for critical & priority issues.  Prepare the project & process documents including Standard Operating Process, SOWs, GANT Chart & PERT Chart etc. Identify Risk & develop Mitigation plan, Control Self-Assessment, Assumptions, Issues, Dependencies & Check points as part of overall Project Life Cycle. Managing CRM for module like Inventory, Customer Provisioning, Billing, Collection, Customer Care & Report module.  Responsible for all regulatory affairs & compliances (TRAI / TDSET) for all the circles & controlling and significant role in managing and driving statutory audits & auditing rolled-out standardized processes to ensure compliance.  Establishing and driving Service Improvement program & LEAN Concept. Show less

Process Initiation & Implementation for Inbound, outbound process for Lead Generation, Data profiling & Market Research projects.Development & execution of campaign loyalty program.SPOC for all projects technical requirements, delivery perspective & budgeting.Meeting with clients for project briefing, review, and address their query regarding service and invoicing.Liaising with project stakeholders & vendors on an ongoing basisMonitoring / tracking projects with respect to… Show more Process Initiation & Implementation for Inbound, outbound process for Lead Generation, Data profiling & Market Research projects.Development & execution of campaign loyalty program.SPOC for all projects technical requirements, delivery perspective & budgeting.Meeting with clients for project briefing, review, and address their query regarding service and invoicing.Liaising with project stakeholders & vendors on an ongoing basisMonitoring / tracking projects with respect to budgeted cost, demand forecasts, time over-runs to ensure timely execution of projects. Quality monitoring, data scrutiny, back checking and field visit to validate the data.Analyzing and generation of report for Lead/Profiled database of all the projects.Team recruiting & staffing, motivates agents, and builds team morale.Organizing training & development assembly for team towards continuous improvement. Monitors team performance, provides developmental feedback. Coaches to remedy performance gaps and improve performance.Implementation of various Quality & Control projects which include improvement of CSAT (Customer Satisfaction), reduction in employee attrition and standardization of the processes through re-engineering /globalization initiatives. Develop and deliver progress reports, proposals, requirements documentation, and presentations. Show less