Commerce graduate with 11 plus years of experience achieving a challenging carrier in a growth oriented organization through my business skills ,coupled with my sound customer service experience.Sound understanding of Indian telecom business.Hands-on experience of various facets of customer service in telecom with expertise in OSCC ( partner management ). Exposed to domestic & international BPO environment..Core member of transition team & helped in migration of centres.Successfully implemented YB project on reduction of short calls @ OSCC.
Read More »
Bharti Airtel Limited as Business Manager-CSD
Nov 2012 to Aug 2013 (9 month(s)) Business manager -Acquisition experience under the Service Experience vertical with Bharti Airtel Ltd.As a BM of the function my responsibility is to manage & control the operations / quality of tele- verification process for DEL & UN circles through a centralized outsourced call center model having both inbound & outbound setup ( 120 seats )
Key responsibilities include :-
Managing & controlling of Process KPI -Portfolio coverage % , CQ scores , Service level, abandon % , TV + Welcome for Post paid LOB.
Other responsibilities include :
Billing/ R&P -Validation of Monthly bills basis projections & required staffing with the delivery of key metrics in order to qualify the R&P.
Capacity planning - To ensure the portfolio has precise head count to meet the hours requirement & defined SL.
Performance management- Monitor KPI delivery of TV process & ensure regulatory compliance through daily /weekly / monthly reviews.
Quality & audits- CQ being pivotal for a process with regulatory compliance like TV ,ensuring correct & complete documentation of customer interaction in systems.Audits of various daily to do's & business SOP to ensure the set guidelines are followed & any deviation gets highlighted & worked upon.
Key achievements :-
With the back- drop of new TRAI guidelines on FTA process including customer verification for mobile & tele-media businesses...
Read More »