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Summary

  • Self starter with a can do attitude, Excellent interpersonal skills, notable listening and persuading skills, 
  • Exceptional interpersonal and leadership skills, with the ability to build positive and productive office teams.
  • Outstanding communication skills to build rapport with clients and employees at lateral and executive levels.
  • Leverage outstanding organizational and analytical skills to evaluate and revise processes and improve accuracy and efficiency.

Work History

Oct 2013Present

Area Service Manager -Kerala

Bharti Telemedia

  • To guide and manage a team & partners in the Installation operations to ensure timely and correct first-time installation of the Airtel DigitaL TV Services as well as delivering excellent customer service in the assigned territory.
  • Drive customer satisfaction thru standardized processes and delivery thru outsourced strategic and field partners
  • Monitor deviations from SLAs and analyse the root cause and  take corrective actions in a timely manner to meet SLAs.
  • To ensure that all partners are equipped with requisite infrastructure and manpower to handle the activities and compliance to be driven on the same.
  • Identifying the pain areas at an early life cycle stage thru constant analysis based on customer complaints at call center, field, CSMM and other sources. 
  • Engaging Partners into the activity of customer base management spread across Kerala, 48 distributors, 500 service and 4000+ retailers

May 2011Sep 2013

Zonal Customer Service Delivery

Bharti Airtel

Calicut Zone “Kerala” Calicut, Malapuram, Kannur, Kasergod  and Wayanad Districts 

  • Ensure operational execution of Collection & Retention strategy at the Zonal level to reduce churn and Bad debt
  • Effective Management of ARC’s to ensure superior customer experience for pre& post customer
  • Drive Complaint reduction and increase FTR at ARCs/ASCs/AEOsh
  • Drive High Value Service Experience to increase customer retention and Revenue from these segments
  • Drive Rural Service Experience through ASC expansion and ASC engagement & training.
  • Drive Compliance Management through continuous education at Distributors/Retailers on document adherence, Quality of APEF & reduction of multiple APEF 
  • Regular review and monitoring of channel partners & agencies to ensure higher performance and productivity
  • Ensure self care awareness , Vas revenue up sale , GPRs & data service solution  at touch points  

Jan 2009Apr 2011

Cluster Head Customer Experience  

Bharti Airtel

Erode, Salem, Namakkal, Dharmapuri and Krishnagiri Districts

Apr 2008Dec 2009

Young Leader Customer Service Delivery  

Bharti Airtel

Tirupur District 

Aug 2007Mar 2008

Young Leader Customer Service Delivery  

Bharti Airtel

Erode, Salem, and Namakkal  Districts

  • Ensuring higher collection efficiency through effective agency review mechanism.
  • Reducing Bad Debts with a lower barring and higher collections and recovery.
  • Ensure maximum customer retention, with timely collection, complaint resolution and close looping.
  • Personal visits and engagement on high value customers to ensure least churn from this segment.
  • Owning personally the platinum and solitaire customers
  • Ensuring timely settlements of agency claims in coordination with circle team.
Nov 2006Jul 2007

Corporate Support Manager 

Bharti Airtel

Madurai, Dindigal, Sivaganga, Ramnad, Theni, Verudunagar, Tutocuria, Tirunelveli and Kanyakumari

  • Managing key customers and building long-term relationship from the top level management till the end user in the account.  
  • Farming of Key Accounts to increase revenue
  • SLA adherence
  • Handling each account competently ensuring no customer churns 
  • Handel all transaction end-to-end and ensuring customer delight


Aug 2004Oct 2006

Key Account Manager 

Bharti Airtel

Madurai, Dindigal, Sivaganga, Ramnad, Theni, Verudunagar, Tutocuria, Tirunelveli and Kanyakumari

  • Achieving the set order booking/ revenue targets for the vertical in the region by effectively handling Key accounts
  • Taking care of their entire range of telecom requirements across all data & voice solutions.
  • Responsible for identifying & developing new leads from new / existing accounts,
  • Coordinating first kick-off meetings, reviewing customer requirements, identifying AES Capabilities for designing resolutions,
  •  Handles day-to-day customer management operations and provides timely resolution for customer issues and complaints.
Sep 2002Jul 2004

Territory Manager Institutional Sales

Eli Lilly and Company (India) Pvt .Ltd.
  • Visiting members of healthcare community to promote products.
  • Systematic implementation of marketing strategies.
  • Conduct survey, collect & analyze information on prescribing habits of the customers.
  • Conduct medical education services for members of medical fraternity & patients.
  • Manage the inventory and distribution of the company's products and sales trends in the assigned territory.
  • Projection and planning , product wise sales for succeeding months
  • Handling customer complaints and resolving areas of concern
May 1998Dec 2000

Sales  Executive & Showroom Manager

Transcity communication associate of BPL Mobile 
  • Post Paid Subscribtion Sales.
  • Customer Request and quires  Handling at Showroom 

Education

19951998

BBM

Erode Arts College, Bharathiar University
19961998

Higher Diploma in Software Engineering

Aptech
19941995

HSC

Skills

Customer Service & Experience  

Mobile( Postpaid & Prepaid) ,Fixed Line and DTH 

Sales

Institutional Sales & Key Account Management