Objective

         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.

Summary

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.

Work History

Work History
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

Key Responsibilities:

  • 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.

Education

Education
Jun 2002 - Sep 2004

MBA

Institute of Marketing and Management
Jun 1997 - Jul 2001

B.Sc.

Birjhora Mahavidyalaya-Gauhati University

Skills

Skills

Customer Retention

Analytical Skill

Presentation Skills

Floor Handling

Customer Service

Certifications

Certifications

Six Sigma White Belt Certification on Reduction of Grace for NES

Bharti Airtel Ltd
Sep 2008 - Feb 2009

Six Sigma Green Belt Certification on Reduction of Risky Base

Bharti Airtel Ltd