Leading the Non-Voice Service Delivery Vertical for Tata Play reporting into the Customer Service Operations headTeam of 60 inhouse employees and 500 outsourced resources to handle pan India Back-office process spread across 4 locations (Bangalore, Hyderabad, Pune & Chandigarh) with 3 lacs + volumes per month  Responsible for Service Deliverables - SLA’s, NPS, Repeat, MTTR, Unique Subscribers, Quality for the below LOB’s Email, Chat Desk, Social Media Process  Complaint Resolution process (L2 desk) Nodal Inbound/Email resolution process CARE Escalation handling process Document Management process Corporate and Commercial Accounts creation and After Sale Support Pre-and Post installation Refund  Internal Audits and proactive resolution to subscribers Identification of system / configuration issues and proactive fix to all impacted subscribers  Responsible for Root causing (ACPT – Agent, customer, Process & Technology) and provide quality resolution to customers Responsible for sharing Voice of Customers to internal stake holders for continuous process reengineering Responsible for the TRAI regulation QPMR parameters achievement on Quarterly basis AOP, Vendor Management, Forecasting & Billing Strong process & Project management skills

Center of Excellence, Call Center and Backend OperationsCreating Customer Centricity Culture among Circles and Corporate teams Responsible for driving overall CSAT of the organizationDriving 3C (Circle Customer council) meeting among circles/corporate teams to identify the customer pain points and closure of action points across all levelsDriving Strategic projects at the Management level and ensure timely closure of the sameRoot causing of customer pain points related to Network/IT/Process and ensure appropriate corrections in the systemBR DevelopmentsProcess Re-EngineeringDriving Resolution Index scores at CirclesReduction in Sr. Management Escalations

Managing the TATA Photon Call Center Operations, Backend Complaints & Provisioning process management, Dealer Helpline, Field Support Helpline, Retention L2 desk process, DELL/OEM support process & Quality assurance processes for 8 operational Telecom Circles (South and North Circles)

Backend Process Management Complaint Management process Value Added Services and Provisioning process White mail and E-Mail Process Nodal Escalation Desk, Correspondence and I solve process VAS Audits and Reconciliations between provisioning systems, Switch and Billing Systems Pre bill check process NDNC Process Outbound Calling Process for complaints, Health check call process KASH Process

Installation & Repair, Fault Management Technical operations for Walky, Mobile and Photon productsL3 level Field Retentions Tech Complaints Closure MTTR and SLA AdherenceFirst time Resolution from the Testing TeamRepeat Complaints ReductionTraining and Quality of the I&FR and Retention teamsQuality check of the Refurbished Walky instruments from WarehouseField Retention

Installation and Maintenance of Ericsson’s KTS’s, namely Business Phone® 50/250 and MD110, Ericsson’s VoIP solutions, namely WebSwitch®Installation and Maintenance of Toshiba and Infocus Multimedia Projectors, Toshiba Analog and Digital Photo Copiers, Duplo Digital Duplicators, Pitney Bowes Mailing & Addressing Systems

Installation and Maintenance of Xerox Analog and Digital Photon Copiers, Engineering Plan Printers, Fax Machines, Digital Printers and Scanners

Installation and Maintenance of Analog Photo Copiers, High end printers, Micro Film Reader Printer, Fax Machines, Analog and Digital EPABXAnnual Maintenance and comprehensive Maintenance Contract Selling, CSMC Billing to customers and Collection.Product Up gradation and Buy back selling to CustomersResident Engineer in BHEL, Bhopal and ensure 98% uptime of the Copiers, Printers and EPABX systems