Bill Cycle wise collection effort and identification of HNI & NHNI- Identification of MDNs according to BC5,11,14 and 22 and Identification of churn prone MDNs,bill cycle wiseIdentification of Churn prone MDN's and escalated to cluster for early collection. Monitoring the performance of suspected MDNsThrust on AON < 6 months - Special focus on new acquisition.Identification of 1st bill generated MDN - Data mapped with acquired channel. Special retention effort on 1st biller and daily tracking of its performance. Tracking of probable churn data from 30th till 90th bucket -Mapping of dump with all respective field-Product,Segment,channel,AON,churn date after freezing of data Proper segmentation and management of data according to their churn date after mapping with NHNI/HNI Out calling to customer before pre suspension date ( 30-38 bucket) and thereby convincing customer for payment of bill by offering their suitable retention tool.Proper monitoring and management of bucket movement with overall 1.75 % spill over in 60 - 90 bucket . Tracking win back performance of allocated MDNs. MIS circulation to clusterCo-ordination with cluster for physical visit. & Resolving cases of customer of VOC unresolved issues Ensure Daily/weekly/monthly MIS data circulation to clusters for proactive action to minimize churn

Outbound Call center Customer query/request/complaint and closed looped as per the requirementProcess revisit and timely feedback to the quality team for effective implementation of revised processes.Retention and Relations (Postpaid)Periodic review on Customers Categorization, Upgradation /Degradation of their Credit Limit to ensure active base more than 95%.Co-ordination with marketing for effective utilization of plan and offers to the customer.Regular customer engagement programs are held for postpaid segmented customersSetting Revenue Churn and Gross churn target. Maintaining Overall Churn at below 3% level with High value churn at less than 1%Previously handling functions entailing Network Support and Vodafone Business Solutions for e.g. activation of various VAS services like Blackberry, Vodafone Mail, Vodafone Live, Vodafone Mobile Connect, Data Card and ensure usage of the products to enhance revenue.

Handling churn management for entire Orissa postpaid customer base. Voluntary Churn:Reduction of NET Churn % from Institutional HUBCAR scores Customer Assessment on Resolution of Churn escalationsVoluntary churn win backInvoluntary churn:Handling outbound retention call centre Involuntary Churn Win back Collections:Drive the retention team to achieve targetsCoordination with Collection agencies to ensure reactivationsPreparing MIS:Churn MIS sent to all departmental HeadsDaily report to be sent to the eCRM CoordinatorPost to Pre MISPre to Post MISRefundCalculation of Refund for Postpaid customers Preparing cheques and dispatch to the customers ProvisioningPost to Pre conversionPre to Post ConversionSuspension, Reconnection of accounts Addition and deletion of Packages to the Customers account

Identifying new prospects & preparing sales leads for sales team.Planning & implementation of business development strategies for existing customer base. Ensuring total Customer Satisfaction by handling customer related problem for the existing customer.Responsible for handling a team of customer care executivesHandling all major accounts like Amway, Cadilla, Lintus Pharma, Videocon etcCoordinate with Various Departments and ensuring prompt delivery of service deliverables

Customer Care Team Handling Identifying new prospects & preparing sales leads for sales teamActivation, Counselling, Tele care. Complaint ManagementEnsure after sales service to existing customers in order to achieve customer satisfaction and delight.Customer Retention and Customer satisfaction.]