Zonal CSD Head
Bharti Airtel Limited
¨Instrumental in managing overall Zonal operations, studying the elements in business promotion plan while considering consumer preference to drive business volumes; in recognition of professional excellence, bestowed with the Certificate of Excellence in 2009-2010 and 2010-2011.
¨Handling wide array of Zonal operational activities like handling a team of 4 team members, 3 agencies and 54 channel partners, organizing marketing activities, monitoring service delivery department, retention department and collection department; conceptualizing various strategies to achieve business goals aimed towards the growth in business volumes category-wise as well as profitability while analyzing the competitor’s strategies.
¨Competently maintaining highest standards of customer service giving preference to customer satisfaction & promptly resolving their problems and concerns for referral & repeat business; proficient in handling products & services of the company to the customer profile.
¨Successfully managing overall zonal operations while ensuring adherence to DOT and TRAI norms; leading efforts across growth in revenue, marketing of telecom prepaid and postpaid products, business development and client relationship management.
¨Proficiently optimizing the quality of service while implementing effective anti-fraud & documentation policies. This entails recommending the deviations as per policy while reviewing the process and policies with respect to delinquency/ losses/ fraud.
¨Strategically planning and implementing various strategies for cross selling of Telecom and VAS products to new and existing customers to ensure revenue generation and profitability; responsible for achieving the overall targeted AOP for financial year.
¨Executing zonal audit plans in accordance with responsibility assigned and performed initial and follow-up audits in accordance withdetailed audit program
¨Leading efforts across handling escalations, reducing customer attrition & retaining old customers, ameliorating customer satisfaction levels by identifying customer needs and providing them best solutions in terms of products; also ensuring to provide best services to them by achieving delivery and quality norms.
¨Leading, training & monitoring the performance of team members to ensure efficiency in service operations and meeting of individual & group targets; in recognition of effective team management, bestowed with the People Manager Award in 2010-2011