Sonal Vyas Email & Phone Number

India

• Sonal Vyas has overall 12 years of experience in both Operations & Training. Trainer at heart, Sonal has passion for training to learn, more sustainable approach than training people to be trained. Her experience and.
• MBA – Marketing
• Masters in Computer ManagementAreas of Training Expertise:
• Team Building
• Coaching and feedback
• Wrike

Bhopal Area, India

• Coordinating with Corporate SE team and IMRB for CSMM Survey (C-SAT) for Regular and HNI Customers
• Coordinating with Corporate SE team and IMRB for monthly CTA (Customer Transaction Assessment) Survey for Regular and HNI Customers
• Coordinating with Corporate SE team and call center for ‘KASH’ (Kya Aap Santusth Hai) Customer feedback on Interaction survey
• CSMM deployment and RCA and action plan for improvement of C-SAT Scores
• Quality Audit for CSD Processes and Partners - Call Center and Complaints Management, Bill Delivery, Churn
• Standard Internal Process Audits and compliance, GAP identification and Action Planning

• Feb’11 till Mar’12 with Videocon Telecommunication Ltd, Bhopal MPCGDeputy Manager - CIG.
• Monitoring major KPI of Call Center and QRC
• Identify root causes and derive action plans for KPI correction.
• Analyze Customer Complaint Process wise & influence respective process owner for change.
• Escalation Management
• Analyze, recommend and enable changes in customer impacting processes.

Ensure timely availability of reports, thereby circulating same to all the concerns.Monthly presentations for reviewsHighlighting low performing zones.Allocation of accounts to all the zones, thereby tracking their performance.Calculating monthly collection commission for zone.Zone wise collection, bad debt performance.Reporting of circle data to MOProcess.

AccountabilityDesigning & implementation of processes, and ensuring process effectiveness through Bhartiyam and Non-Bhartiyam Audits. Thereby identifying gap in processes.Identifying various best practices and sharing it in knowledge portal.Searching for Best Practices across circles for implementing same to address pain area.Ensuring the KRA to be set up.

AccountabilitiesComplaint & Work Flow ManagementEscalation managementFunctioned as Prepaid Roaming coordinator for MPCG circleProviding necessary support for call center activities and maintaining updates for Madhya Pradesh and Chattisgarh circles on product processes, schemes and offers.Conducting Service Quality Exercise, audits of Call Center, Dealer.

, Indore as Executive (Dealer Helpdesk) AchievementsCompleted the following Special Assignments:Induction training for new joiners.Provisioning and testing for various schemesHandling reversal of wrong transactions done through easy recharge with the help of trans. Id.Support function of Prepaid.Customer Retention.Taking care of credit and debit.

AccountabilitiesHandling QRC (Query Resolution Complaint) through cross-departmental coordination, with satisfactory resolution of all queries. Addressing Non Voice customer complaints.Ensuring customer retention and loyalty through appropriate redressal of their grievances.Capturing the Voice of Customer to know customer's feedback.Participating in sales.

• 1 Completed the following Special Assignments:
• Induction training for new joiners.
• Provisioning and testing for various schemes
• Handling reversal of wrong transactions done through easy recharge with the help of trans. Id.
• Support function of Prepaid.
• Customer Retention.

Mba, Marketinh

Masters, Computer Management

Bachelors, Commerce

Masters, Computer Management

Masters, Business Administration (Marketing)