To make a constant effort to serve the organization with sincerity, dedication and with passion thereby sharpening my skills and recognizing that my individual contribution is critical to the success of the organization.
Telecom Professional with experience in Customer Service Delivery & Administration. 4years .
Professional with sales experience--- > 1.5 years
Presently associated with Bharti Airtel Limited, as a Sr. Executive (CSD) – Programme Manager Value Churn and Upselling .--- >1 year.
- Head Prepaid Retentionà2.0 Years.
Dishnet wireless Ltd as Exe. Customer Service ---> 8 Months.
Bharti Cellular Ltd ---> 1Yr.
Infomedia India Ltd -- > 1 Yr.
Jun 2006 - Present
Programme Manager-Value Churn
Bharti Airtel Ltd
- Platinum Center Coordination-Platinum Resolution to be >90%.Daily MIS to be monitored & weekly dashboard on resolution to be published.
- Class Pre OG & post OG Conversion % -Referral winback- Interventions for Class PreOG to done as a proactive step to reduce Barring % by way of bill delivery status,CC interactions.
- Agency Handling- Appionting and managing the entire activities of the Retention Agencies including the Performance and Payments of the Agencies.
- Class Zero Usage- Proactive identification & resolution to HV ZU base to induce usage by BVP upsell
- Churn as % of Base- Reduce High Value churn
- BVP promotion on HV- Identification of BVP with UnR team & ensure >60% penetration of identified base & BVP within defined timelines.
Profile- Prepaid Grace Management
- Win Back Grace through proactive BI & promo offers
- Reduction in Inactive, risky base
- Reduction of HV Inactive grace & churn.
- Timely calling to Grace & Active Customer Base
- Best Practice sharing to be done for further knowledge enhancement & thereby adding new way of addressing data
Nov 2005 - Jun 2006
Execurive CSD(Floor Manager)
Dishnet Wireless Ltd
The Profile Involves managing the various activities of the CELLCITY, which includes training and motivating the customer care team , documentations on new activations, Preparing daily reports , coordinating with the Sales team and the AV Teams. Providing on the spot resolution to customers facing problems was top priority.