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Varun Antony

Assistant Manager, Customer Experience & Escalations, Customer Service Delivery for TamilNadu & Kerala Circle

  • 22, Vignesh Nagar,V.K Road, Coimbatore - 641035 Tamil Nadu
  • +91 97510 88007

I would describe myself as an extrovert, an optimist and broad minded, a motivator with a contagious ‘Never say Die' Attitude.

Strong analytical skills with ability to work well and manage teams and passion to reveal in tough and high pressure situations which i have successfully demonstrated over my career.

Work experience

Dec 2007Present

Assistant Manager, Customer Experience & Escalations Management, Customer Service Delivery - ROTN & Kerala Circle

Aircel Limited
  • Team Manager - Back office Operations & E-Mail Management 
  • Train and Manage team to resolve customer complaints in an empathetic manner.
  • Cross-train customer service managers.
  • Track and ensure Compliance on the Quality of Service Parameters of TRAI for Call center & Back office operations.
  • Handle Escalations at Level 3.
  • Reduce repeat calls / complaints for cost optimization. 
  • Implement New process for quicker action and enhance customer experience.
  • Strong leader of customer support staff.
  • Facilitate inter-departmental communication to effectively provide customer support.
  • Waiver Management
  • Manage work flow to exceed quality service goals.
  • Initiate Projects for Process correction and Cost optimization.
  • Vendor Management - Monitor Call Centre performance and drive towards achieving day to day performance. 
  • Service Partner & Circle/Corporate Engagement
  • MIS & Analytics
  • Maintain up-to-date knowledge of product and service changes.
Apr 2005Nov 2007

QRC Team Lead

Ontrack Consultant-For Aircel Limited-Coimbatore
  • Team Leader Call center Inbound Process.
  • Handle Customer Escalations at Level 1.
  • Individual Contributor - Back Office Operations
  • Resolve customer complaints withinSLA.
  • Coordinating with the Network & Billing team to resolve customer complaints.
  • Coordinating with the Marketing – VAS Team & vendors to resolve customer complaints.
Aug 2004Apr 2005

Customer Support Associate

  • Call Center Associate - Inbound & Outbound Process
  • Providing on-time resolution for Customer Escalations
  • Presenting reports on the response of the subscribers calling Call Centre regarding the launch of new products and services.


  • Exceptional Telephone etiquette
  • Team Management
  • Excellent time management skills
  • Customer Relationship Management
  • MS Office expert
  • Back office Operations
  • Business Analysis

Awards & Recognization

  • Promoted Thrice in 6 Yrs.
  • Awarded as the best Supporting Functional team -  2013.
  • Rated as a Best Employee with Outstanding performance - 2012.
  • Rated as a Best Employee with Outstanding performance - 2011.


  • Root Cause Analysis done on Major complaints to resolve customer billing complaints.
  • SIM Replacement Process enhanced through SMS mode for better customer experience.
  • Wrong recharge reversal  process made Online through Inbound call center for better trade experience.
  • Product template created for Front End executives for efficient call handling.

Projects Implemented

  • 2012 : Reduction of NOCR Complaints by 50%, Cost saved 1.70Mn.
  • 2013 : Reduction of Calls per Subs from 0.31 to 0.23, cost saved 1.12Mn.
  • 2014 : Repeat Call Reduction at Call Center.
  • 2016 : Implemented of Online process for Wrong Recharge Reversal for all MRP's, earlier one was only for Top up's.
  • 2017 : Enhanced SIM replacement process and reduced SLA from 24Hrs to 2Hrs.

Training Attended

  • Lean Six Sigma Yellow Belt Training
  • Knowledge on Excel
  • Stress management
  • Manager as a Coach & Trainer
  • Next Generation Managers
  • Demystifying Data


Jun 2001May 2004

Bachelor of Computer Applications

Sri Vasasvi College of Arts & Science

Higher Secondary School Level

Erode Hindu Kalvi Nilayam Matric.Hr. Sec. School

Matriculation School Level

Carmel Matric Hr.Sec.School

LINGUISTIC abilities

Fluency to Read ,Write & Speak in English , Hindi & Tamil

Fluency to Speak in Malayalam.

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