Viivekk Tankk Email & Phone Number

United States

Mumbai Area, India

• Find and implement new opportunities to support, and ultimately retain our customers• Craft strategies to better nurture our customers • Manages all customer retention activities. • Takes initiatives in customer satisfaction via process improvement plans and efficient reporting and flow of information.• Maintains industry relationships and develops budgets and controls costs. • Responsible for leading a team of retention members. • Manages subordinate staff in the… Show more • Find and implement new opportunities to support, and ultimately retain our customers• Craft strategies to better nurture our customers • Manages all customer retention activities. • Takes initiatives in customer satisfaction via process improvement plans and efficient reporting and flow of information.• Maintains industry relationships and develops budgets and controls costs. • Responsible for leading a team of retention members. • Manages subordinate staff in the day-to-day performance of their jobs. • Ensures that project/department milestones/goals are met and adhering to approved budgets. • Responsible for Customers End to End life cycle in the network. Managing involuntary & voluntary churn below AOP. Responsible for Customer Retentions at Touch points. Managing for Timely & quality Resolution of Customer Complaints with in SLAs. Regular Training of Field Executives on Technical skills & soft skills. Coordination with DSA, ISP Channel & distributor on operations. Managing the vendors & outsource agency. • Develop new strategies for customer retention activities.• Respond to customer queries and address service complaints in a timely manner.• Analyse customer feedbacks and develop new techniques to ensure customer retention.• Provide excellent customer services and ensure customer satisfaction.• Explain customers about new products and benefits. Show less

Mumbai, Maharashtra

Mumbai, Maharashtra, India

Mumbai Area, India

• Governing smooth Activations Operations including new activations process management (telecom & Mpesa services), management of regulatory escalations (DOT/Term Cells/LEAs), vendor management & people management • Achieving process target of First Time Right with highest Quality of Experience in terms of Subscriber On boarding, TAT & Compliance; leading 300-member team and managing Mpesa activations (right from pick up to processing & storage, collation of MIS & Analysis for Mpesa… Show more • Governing smooth Activations Operations including new activations process management (telecom & Mpesa services), management of regulatory escalations (DOT/Term Cells/LEAs), vendor management & people management • Achieving process target of First Time Right with highest Quality of Experience in terms of Subscriber On boarding, TAT & Compliance; leading 300-member team and managing Mpesa activations (right from pick up to processing & storage, collation of MIS & Analysis for Mpesa TAT/Rejects to determine process & TAT improvement measures), FA & PE (Provisioning Entity) related Term Cell & TRAI Audits and implementation of measures to enhance processes, reduce Activation TAT & customer-friendly processes for smoother on-boarding• Administering all FA-related cases; ensuring smooth Service Partner Management and facilitation of change• Visiting Distribution Team for resolving concerns & improving TAT/Rejections (Mpesa & pre/post-paid)• Ensuring 100% attendance of 141 A1 agents across 95 dealer locations, timely pick-up of physical documents from dealers and working with vendors at 10 A2 locations• Conducting distributor location visits for Pre-paid (95)/Post-paid (60)/VMS (150)/Retail (37) services regularly for A1 executive audits & resolving distributor concerns if any to achieve seamless customer activation• Preparing MIS & Analysis reports for Pre-paid/Post-paid TAT and rejects with the aim of improving processes & TAT• Coordinating various ad hoc projects assigned by Management Show less

Mumbai Area, India

• Key role in management & administration of 10 A2 locations, which include: o Manpower administration at A1/A2/Pickup to ensure resource availability in association with the service partner to get the same on board, thereby achieving seamless form processing o Document Audits & highlighting issues at regular intervals for achieving DOT Compliance o Training and Refreshers on documentation with Vendor & Sales Teamo Smooth conduct of Rejection Audits (to ensure seamless… Show more • Key role in management & administration of 10 A2 locations, which include: o Manpower administration at A1/A2/Pickup to ensure resource availability in association with the service partner to get the same on board, thereby achieving seamless form processing o Document Audits & highlighting issues at regular intervals for achieving DOT Compliance o Training and Refreshers on documentation with Vendor & Sales Teamo Smooth conduct of Rejection Audits (to ensure seamless activation) and Scanning Audit at regular intervals to ensure documents are scanned within 5 days on Filenet as per process • Pivotal role in:o Monitoring TAT for entities & driving the team to achieve TATs-RTT to CPOS, CPOS to FA and FA to EVo Determining process deviation/gaps to vendor in order to improve TAT & seamless activationo Resolving escalations and addressing queries in a speedy manner for achieving seamless customer activationo Coordinating processes and ascertaining seamless operations of form processing at Distributor/Pick up/Hub levels • Active participant in meetings & forums with senior sales management for aligning & achieving activations goals in association with Pre-paid/Post-paid/VMS/Retail Sales Teams• Received nomination and won: o Superstar Award in 2017 for activations; key role in driving e-KYC project for faster activations for Mumbai circleo Super Performer Award twice in 2013-14 for Mpesa Star and in Aug’09 shortly after joining the department Show less

Mumbai Area, India

• Conducted data audits on CRM/BSCS for reducing complaints based on customer feedback• Identified issues and performed process audits; used audit data for determining training needs• Worked on process enhancement and automation for improving TAT; generated MIS reports based on various audits including Transactional & Resolution Audits along with case studies

Mumbai Area, India

• Managed complete Call Centre operations, including MIS generation, collation of reports for call flow, monitoring of breaks & preparation of weekly roster for the executives; ensured speedy resolution of various issues• Maintained coordination with other departments for addressing call centre issues and highlighted matters of concern

Mumbai Area, India

• Supported customers on products in Data Services by providing details about charges & services; assisted in checking bill for data services, online troubleshooting for mobile handsets, palmtops & on computers using mobile phone as modem (through IRDA, Bluetooth & Data Cable)• Resolved queries on internet usage on Mobile Handsets, Palmtops & on Computers using handset as modem, handset settings for WAP, GPRS & APN and technical information; downloads & surfing on products using WAP, GPRS… Show more • Supported customers on products in Data Services by providing details about charges & services; assisted in checking bill for data services, online troubleshooting for mobile handsets, palmtops & on computers using mobile phone as modem (through IRDA, Bluetooth & Data Cable)• Resolved queries on internet usage on Mobile Handsets, Palmtops & on Computers using handset as modem, handset settings for WAP, GPRS & APN and technical information; downloads & surfing on products using WAP, GPRS, MMS, Orange Access, MS Outlook, Push-to-Talk and Kodak Click & Print• Updated the team pertaining to correct information related to GPRS products and mobile handsets with existing & new launched products in market; supported GPRS team on internal software, Hot-help used by Customer Service Dept.• Managed 22-member VAS Team; monitored call flow using Lucent (software to manage login executives), breaks, addressed executives’ queries with satisfactory solutions, solved escalations/irate queries and urgent cases, follow-ups and MIS Show less

Epgdm, Lean Operations Management, A

Computer Technology, Operations Management And Supervision