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         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.

Work experience

Jun 2006Present

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 2005Jun 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.


Jun 2002Sep 2004


Institute of Marketing and Management
Jun 1997Jul 2001


Birjhora Mahavidyalaya-Gauhati University


Customer Retention
Analytical Skill
Presentation Skills
Floor Handling
Customer Service


Six Sigma White Belt Certification on Reduction of Grace for NES

Bharti Airtel Ltd
Sep 2008Feb 2009

Six Sigma Green Belt Certification on Reduction of Risky Base

Bharti Airtel Ltd