Valay Buch Email & Phone Number

Ahmedabad, Gujarat, India

Certified Mutual Funds & Insurance Planner

Ahmedabad

* 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.

Gujarat, India

• 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.

• 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.

• 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.

Ahmadabad, Gujarat, India

• 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.

• 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.