Customer Service Operations: •Designed customer success roadmap to strategically engage, retain & scale the customer base globally •Constantly working on Improving customer service experience & creating engaged customers to facilitate organic growth •Working closely with product team & sharing customer’s usage insights that guides product team to create best fit segmented products for the customers to driving customer success•Taking ownership of customer issues till resolution •Determining operational needs by analysing quality impacting Issues & driving action plans for improvements•Developing & constantly upgrading customer service procedures policies & standards •Engaged in extensive quantitative analysis of customer experience touch points & deliver meaningful insights to enhance customer engagements & footfall•Monitoring & ensuring corrective actions against variance in set service SLA /TATs for any quality deficits leading to shortfall in performance •Designed a system for instant activation from any part of the globe which also maintains accurate records & document of customers•Recruiting , mentoring & developing customer service team , ensuring an environment to excel through encouragement & empowerment •Keeping ahead of industry’s development & introducing system automation constantly, upgrading & implementing other best practices to gain competitive edge •Driving customer success continuously to increase life time customer value, retaining customers , ensuring high satisfaction & customer loyalty•Equipping customers with self-care via app, website & IVR to optimise cost.•Working continuously to improve CSAT, NPS & RSAT experience & advocacy Cross-Functional Team Leadership:•Project planning for Next Money launch in India•Guide diverse teams- Marketing, Sales Product and Legal to collate intelligence across customers and improve sales efficiency

EKYC wallet Implementation | Domestic Money Remittance Enhancement | Distributor & Retailer Coordination | Attrition Management | Sales Performance measurement | Business Payout Management | Identifying and Imparting Training as per Need | End to End Customer Complaints ResolutionHighlights:•Achieved 136 idea service points and my 36 ideas were converted into banking points for higher penetration into the market •Successfully set up an Idea Owned Documentation Warehouse with TERM score 95% and received recognition for the same•Managed 115 on role manpower with 2% attrition•Contributed towards launching of 65 new Idea service point and 10 Idea points across geography of WB •Completed a Green Belt Project to enhance customer experience with faster activation among all operators for Idea customers•Won the Data Olympics Contest 2016 highest data penetration and won an International trip•Selected as a member of the deputation team for the launch location of Maharashtra and assigned a track called Newasa •Details: Newasa contains 3 locations (Shevgoan & Shrirampore) with a target to build 24 distributors and 187 banking points, Delivered the planned numbers in 47 days and hired required workforce.Retail Banking Process Excellence:•Responsible for defining and launching payments bank business, wallet acquisitions, domestic money remittance in West Bengal•Ensure payouts to channel and drive earnings for distributor as well as banking points•Perform retailer service analysis by Retailer Development Executives and track training calendar for the region as per RBI guidelines•Play a key role in quality acquisitions customers through distributors & retailers across the circle•Provide trade support in the market through complaints closure and retailer monitoring and customer satisfaction index evaluation•Improve customer usage by improving conversions from non-usage to usage customers and offer customized products

EKYC Process Implementation (Assam & North East) | New Store Roll-Outs | Prepaid Subscribers Lifecycle Management | Customer Acquisition | Revenue Leakage prevention | Conversion Maximization | Prepaid Subscribers Quality Assurance | Data Penetration | Agency Management | Zero Non Compliances

Activation Hubs Operations | Programs (Motivational + Channel Engagement) | TERM Risk & Compliance | Customer Satisfaction | Process Optimization | Agency Payout Management | Business Partnerships

Team Mentorship (Service Provision)| Inventory Control (Prepaid Sim Cards) | Mobile number Portability monitoring (Kolkata & West Bengal) | ISO Certification (Documentation Warehouse) | CAF Retrieval & Submission | Calibration with Telecom Regulatory Authority of India

• Set up the document verification centres for East and launch of Tele – Verification centers for East• Planning for Placement of Aircel On-Roll Employee at various decentralized locations, data entry of CEF set at distributor location • Activation Centers at decentralized locations in a circle to facilitate the activation of mobile connections by Aircel On-Roll Employee

• Recognized for exceptional performance for Q1-2011,Q2-2011, Q3-2011 and H1-2011 with Excellence Award• Underwent training of billing system operation by Sitronics Telecom Solutions Czech Republic• Certified by National Service Delivery head during Q1-2011 for CSD target accomplishments• Managed UAT and Business Simulation of new applications; Telecompass Pre-paid Billing System, Foris Postpaid System more• Prepared CRM Matrix & Call Testing of National & International Operators• Spearheaded whole Number Management process for Kolkata & ROWB including managing Order entry team & MIS supports• Handled audit verification agency and testing of CRM configuration frontline changes through Billing System & IN• Involved in programs to motivate people, enhanced performance & cost through reducing document non-compliance and more• Drove performance through people and continuous improvement strategies; including Rewards & Recognition programs and reducing documentation for seamless processes

• Ensured 100% collection of equipment from customer premises post termination and completed a yellow belt project on recovery of equipment (CPE) • Consecutively achieved No 1 position across India for Equipment recovery and hitting 35% above AOP• Managed the Pack Management team for Eastern Region (Kolkata, Bhubaneswar, Guwahati, Patna, Dehradun, Lucknow, Kanpur)• Drove 95% adherence on monthly basis and drove CAF Management with Internal CAF audit coordination• Participated in Green Belt Project on New Customers Churn, Reduction of billing & Collection Cost (Tata Communications)

• Completed Yellow Belt for error free provisioning in 6 months and awarded twice from CEO for error free provisioning• Awarded for ensuring customer satisfaction and seamless number management process for the circle Q1 2006-2007• Ensured 100% Pre bill check before bill run and completed NMS processes like generation, tagging, and issuance and recycling• Led project involved all types of Service Provisioning testing including Post-paid Product testing through the Billing System (ARBOR KENAN), NMS & 200 URL and Call testing with different Operators (National & International)

• Played a vital role in automation of various processes to increase operational efficiency and optimize key processes• Ensured process adherence for all provisioning, Pre to Post Conversion process including validation of change in the Rate Plan

• Completed Yellow Belt for error free provisioning in 6 months