Regional Account Service Manager
Current• Ensuring timely closure of all the complaints /requests received with respect to Billing, Tariff, VAS and Network• Facilitating Base Management of Large, Strategic, Govt. and SME accounts with 100% contactability with the clients• Maintaining VOL, INOL churn on the entire base, not to exceed 2% by offering best retention plan• Establishing & managing the on-boarding process and assisting in on-job training for new employees• Designing and implementing collection strategy, techniques and procedures for front-end, mid-range and hard-core collections• Appointing, managing, and developing collection agencies to maximise collections; mapping newly acquired customers with the respective agency for better focus• Generating convertible leads and facilitating 'up-selling' of the services to prospects; maintaining rapport and building relationship with corporate accounts by providing them quality personalised services• Monitoring clients’ portfolio performance, conducting profitability analysis and rendering advisory services keeping in mind revenue enhancement• Identifying improvement areas and implementing adequate measures to maximise customer satisfaction level securing repeat business• Interfacing with clients for understanding their requirements, suggesting the most viable solution and cultivating relations with them for customer retention• Attending customer complaints & issues and ensuring quick resolution of the issues to enhance customer satisfaction level• Working on optimising customer feedback on service called RNPS( Relationship Net Promoter Score)
