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  • Guwahati
  • 9085611611

Nitin Nath

Telenor India, Manager CSD

MBA with 12 years of experience

I am a MBA in Advertising and marketing with 12 years of Telecom experience with major players like Airtel, Tata Indicom, Idea, Aircel ,Telenor mainly in the Customer Service Department. I have worked in profiles like U&R, Retention, Collection and Prepaid Activation Process and have experience of handling large teams for the last 8 years.


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


MBA in Marketing and Advertising from IMM , New Delhi with total experience of 12 years  in Leading brands like Telenor, Bharti Airtel Ltd, Tata Teleservices Ltd and Aircel in different capacities and roles covering roles in Prepaid Retention and U&R, Retention and Collection etc.

Work History

Jun 2015Present

Head AV CV Agency Management & CAF Management

Telenor India

Designation- Manager

Profile- Head AV CV Agency Management & CAF Management Assam

Key Responsibilities:

The Profile Includes managing the entire AV CV agency from recruiting the agency to the profitability of the agency and managing the entire CAF Management  process of the circle. The process starts from a customer walking in to procure a prepaid connection to a retailer and ends after the CAF is warehoused.

Dec 2012May 2015

Head Prepaid Channel Management

Idea Cellular Ltd

Designation- Manager

Profile- Head Prepaid Channel Management Assam & NESA

Key Responsibilities:

Managing the Circle Prepaid End to End Activation Process

In order to manage the Circle Prepaid End to End Activation Process I am assisted by a team of 9 Zonal Leads based across Assam and Northeast who directly reports to me and 40 Activation Officers based in 33 Spoke offices across Assam and NESA who reports to respective Zonal Leads. In addition we have two Activation agencies with a field force of 485 runners and 102 backend staff who supports the activation process actively.

•To achieve 75% Activation TAT on Same day Hot lining

•To achieve >=90% Activation TAT on 24 hrs Hot lining

•To achieve <5 Pendency at month end

•To ensure proper CAF logistic in order to achieve timely CAF submission at Warehouse

•To ensure minimum Warehouse rejection as per circle target

In Addition to the above mentioned KRA’s some of the integral part of the profile are as follows-

•Ensuring optimum productivity of Activation Officers /Spokes offices.

•Keeping a close watch on the ROI of the Activation agencies involved.

•Ensure timely payments of the Activation agencies.

•Ensure Optimum productivity of the huge runner base.


•Achieved 80% Day 0 TAT

•Fastest activation TAT in 4 hours and 8 hours in PAN India

•Won National Activation Contest RAFTAAR

•Launched TAT Guarantee in Assam and NESA which was replicated PAN india and even by competition in Assam and NESA

Nov 2009Dec 2012

Collection & Retention Head

Tata Teleservices Ltd

Designation- Deputy Manager

Profile- Head Retention and Collection NESA

Additional Responsibility- MNP Spoc for NESA

Key Responsibilities:

Achieving the Circle Collection, and Retention Targets by

• Appointing and Managing Collection & Retention Agencies across Northeast states.• Constantly monitoring Agency performance at grass root level.• Roll out Incentive schemes for Collection Executives in order to motivate them to keep performing at the desired level.• Organize Reward and Recognition Programmes for the Collection and Retention Team.• Roll Out Lucky Draw Schemes for Customers to enhance Due Date Collection.• Organize Customer Engagement Programmes and Reward Loyal Customers.

  • Special Focus on High Value Customers


Jun 2006Nov 2009

Programme Manager Value Churn& Upselling

Bharti Airtel Ltd

Designation- Senior Executive

Profile- Programme Manager Value Churn& Upselling

Key Responsibilities:
  • BVP promotion on HV- Identification of BVP with UnR team & ensure >60% penetration of identified base & BVP within defined timelines.
  • Class Zero Usage- Proactive identification & resolution to HV ZU base to induce usage by BVP upsell.
  • Retention of SVV products to be more than 80%.
  • 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.
  • Churn as % of Base- Reduce High Value churn

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



Designation- Executive

Key Responsibilities:

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.


Team Handling
Computer Skills( MS Office)
Agency Handling


Jun 2002Sep 2004


Institute of Marketing & Management, Delhi
Jun 1997Jun 2001


Guwahati University