Desigarajan E

  • Chennai       93810 83810

Curriculum Vitae

Summary

                      Focused and highly-motivated Customer Service professional offering over 15 years of  experience in Telecom  Customer Service & Back end CRM Operations , capable of effectively communicating with upper Management and  building good rapport across all levels of staff, Vendors and Customers to achieve the  Functional goal.

Core competencies include:

  • New Business Roll-out
  • Corporate Business Relationship
  • Customer Life Cycle Management
  • Devise End to End Process for all Business Streams
  • Inter departmental Coordination
  • Client/User Relations  
  • User/Staff Training & Presentations
  • Resource Management
  • Inter Personal skills
  • Business Analysis for CRM solutions for new Business Scenarios
  • Store hygiene

Professional Experience

Work History
Nov 2013 - Present

Operating an Own ISP   " Wi5 Internet Services Pvt Ltd  ",  Madurai

Business Profile

  • Business Type: Internet Leased Line, Broadband, Wi-Fi, Intranet
  • Infrastructure: (a)7 RF Towers (b) 1 STM Bandwidth.
  • No.of Employees : 12
  • No of Customers: 200+ Retail Home Users and 70 Corporate/SME customers
  • Annual Turnover: 60 Lakhs
  • Applied for category "C" ISP licence and same is in process at DOT HQ - New Delhi.
  • Special Project: Madurai Airport Wi-Fi with an average of 1000 users per Month
Mar 2009 - Nov 2013

Senior Manager

Zylog Systems India Ltd

Customer Service & Operations

Overall Supervision of Life Cycle Management of Customer:

  • Bulk Pin generation & Printing & dispatching to Locations
  • Activation New Subscriptions &  Renewals
  • Creating Postpaid accounts for Corporates & bulk bandwidth Customers
  • Billing & Invoice Generation as per billing Cycle of Customers
  • Ensure 100% bill delivery to Customers
  • Renewal Telecalling  &  ensure 95% Customers are Retained
  • Handled Inbound Call centre for Complaint Management.
  • Banking Reconciliation with the amount deposited at Locations
  • Devised End to End Process for Customer Service & Operations
  • Ensured true business needs are accurately identified and clearly understood at the root and assisted in implementing the same in CRM
  • Process Commission & Incentives for Franchisees & Sales Staffs
  • Frequent visit to location branches for Auditing & Process Correction
  • Establish and Enforce Process and Procedures of the organization to achieve Quality and Delivery excellence.
  • Daily & Monthly reports & Business Analysis to Management during review
  • Relationship Buildout with Major Corporate and VIP Customers.
  • Nodal Officer for all Statutory Reports & Monthly Audit by DOT.
  • Attended DOT inspection at Gujarat, Punjab ,Rajasthan , Andhra & Karnataka , Tamilnadu DOT Vigilence office .
Nov 2007 - Mar 2009

Manager

Vodafone Essar South Ltd

Retention and Operations

  • Ensure Net Churn for the cluster be within the defined target
  • Ensure Trouble Ticket for the location are closed within Timelines.
  • Ensure request and complaints are processed within guidelines
  • Root cause analysis for repetitive and chronic complaints
  • Training and certification for front end executives.
  • Relationship Build-out with major Corporate and VIP customers
  • Ensure consistent quality of interaction at all stores.
Aug 2003 - Nov 2007

Manager

Reliance Communications Limited

Customer Service

  • Escalation Resolution Management within defined SLA.
  • Reduce  Total Number Complaints by:
      • Monitoring chronic and repetitive complaints
      • MIS Generation and root cause analysis for resolution
      • Continuous process improvement for enhanced SLA leading to  Total Customer Satisfaction
  • Relationship build out with corporate, VIPs and High Net-worth individuals through frequent courtesy visits.
  • Collection  Responsibility for all regular Paying customers.
  • Improvement of Retention scores for the entire cluster.
  • Ensure consistent quality of Interaction at all touch-points.
  • Daily Auditing of all MACDs done in the CRM.
  • Rigorous Training and Certification for all New Hire in CC and CIOU
  • Ensure Good store and C3 Hygiene Factors.

SPECIAL TASKS: 

  • Deputed as Circle Coordinator for Tamilnadu for a Period of 6 months at our NHQ Dirubhai Ambani Knowledge City, Navi Mumbai. Period May 04 to Oct 04.
  • Coordinated and resolved 6900 odd complaints of Tamilnadu and Chennai.
Jul 2000 - Aug 2003

Executive

Aircel Limited

Customer Care

  • Activating new subscriptions
  • Daily Auditing all Previous day activities done in  CRM
  • Interacting and maintaining agent relations through regular agent visits
  • Preparation of daily and monthly reports for the Customer Response Cell
  • Conducting calendar activity for the billing cycle
  • Handling customer concerns, agent queries and complaints
  • Processing agent changes and bill group changes within and among MSCs.
  • A general exposure into all the areas of Customer Care like Call Centre,help desk pertaining to the Telecom industry.
Aug 1998 - Jul 2000

Executive

Easycall Telesystem India Private limited

Customer Care

  • Message Handling
  • Attending to complaints and call related queries
  • Bill collection
  • Maintaining monthly reports

Personal Profile

Date of Birth   : 16 April 1976

Martial Status : Married 

Education

Education
Feb 2003

Master in Business Administration

National Institute of Business Administration 

Specialization in LEADERSHIP QUALITY and TOTAL QUALITY MANAGEMENT

May 1997

Bachelor of Commerce

Madurai Kamaraj University, Tamilnadu

Languages Known

Skills

Hindi

Speak, Read and Write

English

Speak, Read and Write

Tamil

Speak, Read and Write