Certified Mutual Funds & Insurance Planner

* Manage the end-to-end Response & Resolution process for work stream and ensure that there is adequate staffing to meet the current and projected workload.* Demonstrated excellence in managing complete operations related to captive back-office operations * Ensure that all regulatory and statutory obligations of Appellate & Nodal helpdesk consumer Redressal are met including accurate and timely processing within the framework of the regulations.* DoT, TRAI & legal grievances resolution with root cause analysis.* Heading social media team who is responsible for real time response with resolution to customers on all the social media platforms.* Regular review with head of departments to provide feedback to management regarding trend and root cause of complaints, opportunities to continuously update to policies and procedures, system upgrades.* As Head of Retail Service, responsible to create an enjoyable customer experience which exceeds customary standards and service levels.* Maintains store staff job results by coaching, counselling, and disciplining employees; planning, monitoring, and appraising job results.* Generate sales leads, closing and achieving targets.

• Overseeing net promoter score of all touch points of Vodafone and Idea brand.• Accountable for collection & retention of Postpaid Subscribers through efficiency improvement at stores and agencies, process compliance and new initiatives.• Relationship management for enterprise accounts, SMEs, with seamless services (technical & non-technical), revenue enhancement, and repeat business generation.• Define, plan and implement consumer engagement programme for longevity and affinity of HNI Clients.• Provide support to field sales team in activation & life cycle management.• Assisting radio team in Network expansion based on customer complaints and feedback.• Project based initiatives for consumer experience improvement.• Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.• Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.• Resolved customer complaints while prioritizing customer satisfaction and loyalty.• Optimized customer support by establishing collaborative service environment.• Promoted available products and services to customers during service, account management and order calls.• Conferred with customers about concerns with products or services to resolve problems and drive sales.Key Achievements:• Acclaimed Best Regional Performer of the Quarter “Super Nova” award for Q1 ‘19-20.• Honoured with Excellence Award for April '19.• Awarded Circle CXX Champ in Aug ‘19.• Nominated by HR as SPOC for Josh – employee engagement.

• Overseen end to end customer life cycle management of Postpaid & Prepaid Subs, ILL and MPLS Customer• Smooth On boarding of Customers, ensuring seamless services through Retail stores.• Billing and Collections of Postpaid Subs, improve collection efficiency of later bucket and Debt Management• Retail stores' Return on Investment Management through Cost Optimization and scouting • Incremental Revenue through Sales (Walk in Sales), Up Selling and Services target achievement.• Increase width and breadth of retail stores as per budgeted numbers.• Enterprise Services, Revenue Enhancement and Retentions of SMEs/Large Accounts through Relationship Managers.• Strong Market Intelligence, Keep an Eye on competition activity, Product and Strategy to ring fence Loyal Customers. • Providing a sensible and balance feedback to Marketing Team for Product Design.• Ensuring quality of service centers with Mystery shopping OPI scores by Nielson.Key Achievements:• Laurelled National Best ZSM for 2016-17.• Awarded Best Zonal Service Head for 4 Quarters.• Excellence Award – Circle Recognition earned 7 times

• Handling circle prepaid activation process.• Prepaid Service Provisioning & request closure management.• Prepaid Number Management.• Ensuring adherence of defined processes as per ISO guidelines.• To ensure process compliance in internal and external audit as per standard operating procedures.Key Achievements:• Recognized as the Best Service Delivery Manager in Oct'08 & Sep ‘10.• Won the 1st position at National Level TQM Green Belt Project Competition & nominated for the Black Belt Training in ABG Group.• Acclaimed 2nd position at National Level TQM Black Belt Project Competition.• Innovated SIM Replacement thru SMS application was replicated across the 22 circles of Idea Cellular & also nominated for GSM Award.• Care' – Self portal received GSM Award for the year 2008 for which I was core team member.

• Handling outsourced prepaid inbound call centre and retailer/distributor helpdesk of 275 logins daily with 385 manpower.• Contribute to effective workflow through efficient teamwork innovative solutions.• Manpower planning & forecasting.• Ensuring that the SLA's are achieved within the defined time frame for internal functions and customers.• Maintain, Monitor & provide feedback to the team members on overall performance.• Identify specific training needs (Job specific and soft skill), provide coaching and coordinate training when deficiencies are encountered.• Ensuring root cause analysis of prepaid complaints to trim down complaint per sub • Ensure timely and accurate reporting of MIS on a daily/ weekly/ monthly basis.• Ensure optimal utilization of parallel channels of Customer Service (IVR, Website).

• Training the teams for new product launches, processes & systems.• Monitoring call quality & to maintain it & making weekly rostering and manpower analysis.• Evaluating team leaders and CSR's performance as per the benchmark set.

* Managing customers, handling office administration and supervision of call centre operations.* Heading all activities such as sales, alliances, customer relationship and administration for the Ahmedabad & Baroda branch.

Serving as Head of the Cyber team & taking care of the computer network in the cybercafé.