Vishal Gupta

  • Gurgaon Haryana
Vishal Gupta

Skills

Skills

Microsoft Office Packd

MS. Word MS. Excel MS. Access MS. Power Point MS. Visio

Objective

Technical sophisticated and quality savvy management professional with a career reflecting strong leadership qualification coupled with “hands-on” knowledge management and quality expertise. Experienced working in fast-paced environments demanding strong organizational, corporate, technical and interpersonal skills. Trustworthy, ethical and discreet; committed to superior quality assessment, control with excellent team playing capabilities.

Interest

Avid Trekker and traveller - back-packed across 2 countries and 16 states in India, Swimming, Listening music and watching TV, Playing logical games.

Portfolio

Work History

Work History
Sep 2009 - Sep 2012

Manager - Service Provisioning and Documentation

Etisalat DB Telecom Pvt Ltd
  • Part of the core team developing operating IT systems & processes from a Pan India Telecom launch perspective with respect to the Customer Services Department.
  • Part of Documentation agency due diligence & recruitment and finally establishment of agency.
  • Error Free Provisioning (in systems like IN, HLR, CRM, BSCS) and its reconciliation.
  • Churn Management thru proper resource management process for prepaid base.
  • Successfully completion of MNP testing and Rollout.
  • Ensure routine and adhoc requirements, compliance as per VTM & Circle guidelines. 
  • Physical and Tele-verification of subscriber as per policy,(Multiple, Bulk, Area) thru Agency model.
  • Managing CAF documentation Process (e2e - Audit, Pickup, DE, Storage and Retrieval), thru DMS Agency model.
Sep 2006 - Oct 2009

Asst. Manager

Idea Cellular Ltd
(Service Excellence)
  • Responsible for audit of all SDQ process. With Statutory and Internal Audits.
  • Process Development, Documentation, Implementation, monitoring and Compliance.
  • Knowledge portal management and Adherence of 2hrs SLA of new product and VAS releases.
  • Quality assurance on Request & Complaint management thru data point like Trouble Ticket Generation errors. Achieved increment in TAT compliance from 83% to 95%.
  • Developing modules for training (on Product, Process, Retention and Collection) for all Internal and External Customers. Conducting workshops for vertical heads.
  • In-house CSAT measurement and execution of actionable based on External CSAT reports.
(Retentions)
  • Implementing effective grace and churn management strategies, result in minimum Grace and churn
  • Responsible for managing churn within the budget/quarterly forecast.
  • Various U n R activities to increase usage of low & zero usage customers.
  • Focus on longer & lifetime validity recharges to customers approaching grace.
  • Post-paid Retentions for segments like VIP, Platinum, Gold Base and kept churn below 1%.
  • Successfully organizing loyalty program such as Movie show, musical evenings etc.
  • Conduct customized & specialized training to the field staff on Soft Skills & Retentions Tools
  • Successfully initiated and rolled out “In-touch” Program with Retained customers which helped in Increase the Loyalty Base from 3% to 9%.
  • Achieved 0% team attrition through continuous motivation and engagement activity.
Dec 2005 - Sep 2006

Assistant Manager - Customer Care

Bharti Airtel Ltd
  • Managing the Training, Showroom, Complaint Management and Retention aspects.
  • Keep the customers satisfied and the churn under control. (Handling Voluntary churn and kept the churn at 1.3%, best across the region (month on month)
  • Achieved 1% complaint in fixed line segment.
  • Achieve the CSAT scores (Target 78% achieved 92% for Jalandhar cluster).
  • To monitor and control SLA Adherence for the cluster. (Target 80% achieved 90%).
  • Control & monitor the quality of call closure & resolution provided. (Kept Re-raise below 2%).
  • Conduct monthly refresher quiz and contests to keep a check on the knowledge level and also induce life during day to day working.
  • Managed the over all satisfaction and growth of the team kept 0% team attrition.
Jun 2004 - Dec 2005

Manager - Prepaid

Reliance Infocomm Ltd
  • Re-framed the Waiver matrix for circle saving Rs.55 Lakhs for the circle.
  • Preparation of reports on various Customer Care functional aspects such as Request & Complaint Management, Network issues, Performance of TAT’s, Inventory of Handsets, etc.
  • Elaborate and execute the Customer Service strategy at all Field support desk (at Web world area, OTC customer care area, POSs for customer support)
  • Visit and audit of all service points at circle for better understanding and corrective actions
  • Motivated, supervised & trained back Office Executives at various locations across UP & UT.
Jan 2003 - Apr 2004

Team Leader - Customer Support

Hewlett Packard India Ltd
·Intensive Co-ordination with PSA customers and Channel Partners / Direct Engineers to get the Servers up within Specified time (TAT). ·Handling all SLA for major customers (for north region) ·Handling all DOA cases. ·Handled and supported Corporate and VIP Customer complaint. ·Worked on CRM software’s like Clarify and SAP. ·Provided support to CAD (Customer advocacy department). ·Training new joiners on the Compaq process. ·Co-ordination with all Compaq channel partners. ·Proper analysis of the complaints and generating reports and presentations. ·Interact regularly with various customer care linked functions (AMC, Sales, and Commercial) to reduce complaints and analyze customer complaints and queries. ·Co-ordination with all Compaq channel partners (North India).
Sep 2000 - Sep 2001

Marketing Executive

MARG Software Solutions
  • Business development for the company.
  • Marketing Software Solutions made by the company, especially to Government sector.
  • Cracked major client “U.P. Fire services” for their Human resource software.

Education

Education
Jul 1998 - Sep 2000

M.B.A.

University Of Lucknow