Vivek Baliga Email and Phone Number

Manager CSD Retail vertical based out of Chandigarh handling Haryana and Himachal PradeshProfile territory - Was handling the circles HR and HP comprising of 32 Districts in total, for the roll out of Videocon telecom products stores.Responsibilities and profile were with Retail service foot print analysis and roll out strategy, and also tying up with 3rd party government agencies for better service reach.Launched 37 stores in Haryana and 6 in Himachal in a span of 6 months… Show more Manager CSD Retail vertical based out of Chandigarh handling Haryana and Himachal PradeshProfile territory - Was handling the circles HR and HP comprising of 32 Districts in total, for the roll out of Videocon telecom products stores.Responsibilities and profile were with Retail service foot print analysis and roll out strategy, and also tying up with 3rd party government agencies for better service reach.Launched 37 stores in Haryana and 6 in Himachal in a span of 6 months, with all prerequisites in placeRetail mapping for stores across operators and formats, to analyze the costing and franchise earning based on current trendRoll out strategy based on network roll out.Was part of the initial 10% regulatory roll out in KarnatakaInputs given for developing training content to front end staffSIS outlets in Haryana and Himachal with Planet M , Next and Digiworld , both which are subsidiaries of Videocon .Actively participated with Mediation team for MNP testing during sep-oct-2010.Launched MNP Port in Requests at functional 27 stores across Haryana from launch dateParticipated in Testing of MNP in Himachal Circle.Key achievements include -All stores in green within 4 months of operationsSigning up with Next, Digiworld and Planet M in Haryana and HP, for roll out of SIS stores in the territoryNational topper for HBO sales for the month of April 2011Topped Nationally for 2 months for sales in the CSD retail Vertical for Haryana CircleLow attrition of both field staff and nill among franchises, was one of the main highlights of the profile stint.MNP testing across all operators done for both MO and MT platforms 10 Rural stores rolled out in Hisar Zone Conducted Service Camps in Hisar , Rohtak and Mandi (HP) Zones for unsafe customersStreamlining of CRM usage across launched circles to serve the end user better. Show less

CUSTOMER SERVICE TEAM OPERATION'S MANAGER, GSM Business Profile territory - was handling two cluster Sep-April was davangere cluster which comprised of 5 districts , and May08 till date ROB , which also has 5 districts Responsible for service delivery, retention, churn and retail sales across given territory.Retail sales in both Shops and Mini StoresFranchise profitability month on month for small format shopsRecruitment and training of CRE's, Front end staff and… Show more CUSTOMER SERVICE TEAM OPERATION'S MANAGER, GSM Business Profile territory - was handling two cluster Sep-April was davangere cluster which comprised of 5 districts , and May08 till date ROB , which also has 5 districts Responsible for service delivery, retention, churn and retail sales across given territory.Retail sales in both Shops and Mini StoresFranchise profitability month on month for small format shopsRecruitment and training of CRE's, Front end staff and zonal executives.Active involvements in back-end activities, to pro actively troubleshoot issues that might arise after new product launch.Conducting Customer Service camps Hand holding new customers for a stipulated period for the time they join the networkEnsuring of proper documentation; post-sale, as per the company's corporate policyChurn Management of Customers in P/G sector.Was handling 36 retail stores in the cluster which are divided into three formats ie, large format store (coco), small format store at district and taluk head quarters franchisee owned & prepaid stores across the cluster at towns with population greater than 5000.Key achievements include -Only territories which recorded Positive Net additions in post paid base month on month Show less

in Davangere and June to Date in tumkur cluster.C Sat was at a average score of 96% for davangere cluster for 6 months, and 95.86 % for ROB consistently.Lowest employee Attrition among all zones Stores in davangere and Tumkur recorded 100% C Sat for 3 Months consecutively.Lowest churn amongst all cluster with the all time low of 1.86% inclusive of acquisition churnConducted Customer service meets in main towns and small towns across all district and taluk Hqs.Operational… Show more in Davangere and June to Date in tumkur cluster.C Sat was at a average score of 96% for davangere cluster for 6 months, and 95.86 % for ROB consistently.Lowest employee Attrition among all zones Stores in davangere and Tumkur recorded 100% C Sat for 3 Months consecutively.Lowest churn amongst all cluster with the all time low of 1.86% inclusive of acquisition churnConducted Customer service meets in main towns and small towns across all district and taluk Hqs.Operational stability achieved in CS parameters across 26 prepaid ministores in a time of 45 days.; CLUSTER SERVICE DELIVER LEAD, Wireless Voice BusinessKey achievements include - Lowest churn across cluster for two (mysore) consecutive quarters; Collection targets achieved for two consecutive quarters; Handled back-end support for Post-paid to Pre-paid migration activity for the state of Karnataka with a dedicated team; and CSAT scores ranked number 3 across India.Responsible for service delivery, retention, churn and collection across given territory.*Up selling and cross selling of products for high ARPU customers.*Conducted collection drives in blacklisted areas.*Recruitment and training of CRE's, Front end staff and zonal executives.*Active involvements in back-end activities, to pro actively troubleshoot issues that might arise after new product launch.*Conducting Customer Service camps, and Handset Service camps on a regular basis*Hand holding new customers for a stipulated period for the time they join the network*Ensuring of proper documentation; post-sale, as per the company's corporate policy*Proper Data Management of Issues reported in the form of MIS on a daily basis to get a trend analysis.*Retention analysis when was part of Bangalore CSD team *Telecalling and revival of >100 days P/G suspended customers 22% retention rate with total O/S collected *Clean up of data base in ICCM of suspended accounts which had not been tagged for cancellation Show less