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 association with people from various domains helps her to effectively manage people and their behaviour. She is creative and possesses excellent inter-personal management skills. She has conducted training programs on People Management, Leadership, Communication skills, and has been consistent in nurturing goals towards positive results.She is a dynamic, enthusiastic and energetic trainer. She believes in working with the cultures of her clients and yet is able to challenge appropriately and sensitively. Has a unique approach of getting down to the level of audience. She is a dedicated and passionate trainer who believes in creating an atmosphere whereby maximum transfer of knowledge can take place. All of her training sessions are highly interactive to maximize participation by delegates and motivate them with a desire to excel in whatever they do when they return to their jobs.Qualification• MBA – Marketing• Masters in Computer ManagementAreas of Training Expertise:• Team Building• Coaching and feedback• Wrike• SPIN• CRM• PACS • Corporate etiquette• Decision Making• Sales• Yellow Belt – Six Sigma• Negotiation Skills• Customer Service• Interview skills• Counselling• Communication skills• Leadership Skills• Time Management• Stress Management• Motivation skills• Planning and Prioritizing• Change Management• Presentation Skills• Delegating Skills• Personality Development

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 • Branded Retail outlets audit, Training and action planning on improvement areas• Escalation handling to identify root cause and thereby action planning to avoid reoccurrence of complaint.Special Assignment• Actively participated in “War Room” created for New Activation Process.• Successfully handled “Communication Process” in absence of communication head.• Training & Closure of QUICK Projects• Identify Best Practices across circles & replicate to improve process.Achievement : • Awarded for Best Circle in CSAT Scores across circles for Mar’12 track.• Conceptualize and implement Project “Pratibimb” across circle with motto of “1 Nation, 1 Project”• Received accolade from National Service Excellence Head for rolling out Project “Pratibimb”• Improved BE scores from 54% in month of Nov’12 to 88% in month of Mar’13.• Received Espirit d’ excellence from CTO for contribution in Business Excellence.• Improvement in KASH scores to 83% by regular call listening and feedback with stakeholders.

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.• Coordinating with various functions for resolving customer’s issues.• Capturing VOC for improving customer CSAT• Owning Customer walkins – addressing their query, complaint and request to frusion.• Special Assignment• Testing of new product for launch with marketing.• Actively involved in TBC activity.• Handling Outbound call center.July’10 till Jan’11 with Videocon Telecommunication Ltd, Lucknow UP(U)Deputy Manager - Training Development & CSAT.• Product and Process induction for newly hired employees.• Regular Knowledge Assessment through Job Knowledge Quiz• Soft Skill training for field staff and Call Center• Regular refresher training.• Content Development – Presentations & Handouts• Regular audits of customer facing executives to ensure first time right service. Special AssignmentEmployee engagement activities for CSD team. Have initiated book review for CSD team, that got implemented at circle level for all the functions.

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 Compliance & Process Training - Service Operations; Training needs identification for field staff.Soft skill training to all customer facing executives of Service OperationsRegular Knowledge Assessment of field executives of Service OperationsRefresher trainings to ensure Knowledgeable employee in Customer Interfacing TeamProcess Compliance - Thru Business Excellence Process auditContent Development - Presentation & Handouts (SO) - to provide accurate & updated information to TraineesAchievementsImparting training to 100% manpower of collection & avcv field executives without proper budget assignedTraining of 100% field executives atleast 2 times in 6 monthsReduction of calls at call center of new customers by 28%Improvement in collection from 92% to 97.85%

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 for all the new joinees within 15 days of joining date.Coordinating for Employee Engagement forum in which facilitates function wise employee meet with HR for their queries, suggestions & concerns.Quarterly review of Gallop dairy with Sr Managers for compliance to skip level meeting.Coordinate with HR for various celebrations, birthday parties and communication,ICE/CAR - Daily Dashboard & Monthly Scorecard. Capturing Voice of the customer , share with management team , ensuring close looping of customer pain areaService Audit for Service Recovery - Publish timely dashboards & audit the defined sample size Identify Critical areas of improvement & facilitate improvement with the concerned dept' - Vistaar Audits , IVR VAS AuditsCTI / PI/CSMM/CROP:Training on CSMM parameters for better understanding.Development of CSMM induction module.Facilitate feedback & action planning mechanism on Monthly basisDeploying & driving CSMM scores, and sustaining improvement initiative of CSMM scores. AchievementsImplemented Knowledge Management and Balance Score Card in MP and CG circles.Improved Circle Sigma Scores from 3.02 to 3.5.100% implementation of NRPs within TATIncreasing visibility of function For the first time 100% compliance in CROP, with 123% & 131% overall compliance for two months.Improving the rank of circle in compliance chart.100% adherence of TAT in data complianceActive Participation in all the information security related activity & SPOC for all the department information security department.Validate all the IT developments as per business perspective..

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 Helpline & PCO helpline, and SR audits on raising complaints, closure and close looping. Providing feedback to all concerned.Providing training to respective team members on prepaid product and processes. Handling & resolving request & complaints for entire prepaid segment, meeting the service level agreement.Customer Interaction for resolving their issues related to billing, arranging the waiver for any unfair charging done or wrong commitments made on executive's part.Coordinating with the different department for resolving customer issues.AchievementsDistinction for designing and streamlining the updation of Ready Reckoner on Product for the front end and Dealer Helpline staff for their day-to-day use.Ensuring smooth operations for Dealer Helpline and PCO helpline, with 100% manpower availability, possessing completed training and knowledge of the system.Successfully conducted audits of Call Centers on monthly basis, in order to gauge their performance on the parameters of ICE & CAR.Functioned as member of the New Product launch team, with responsibility to make calls for briefing the front-end staff before the product launching.Made significant contributions in improving the score of Circle Six Sigma from 1.97 to 3.6 Sigma.Part of various Black Belt Projects aimed at reducing complaints per sub in prepaid, improving Call Quality, etc.Awarded as Best CSD Executive (second quarter of 2005) in 16th Employee Communication Forum by COO.Successful designing & implementation of prepaid work flow.

, 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 module.Complaint ManagementSupport for Care touchFinalizing the list of High profile customersHandling RCQ of Top Corporate/VIP customers

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 promotion activities, as well as handling provisioning as per customer's request.AchievementsParticipated in organizing various employee engagement programs.100% TAT adherenceSuccessfully handled role of backend and front end customer service.Repeat callers analysisEscalation check (Handling escalated complaints

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.• Taking care of credit and debit module.• Complaint Management• Support for Care touch• Finalizing the list of High profile customers• Handling RCQ of Top Corporate/VIP customers

Mba, Marketinh

Masters, Computer Management

Bachelors, Commerce

Masters, Computer Management

Masters, Business Administration (Marketing)