SUMMARY:

• Experienced service Delivery Management, operations & business development professional with diversified expertise in Telecom, IT Start Ups & Consultancy Firms 18 years of demonstrated leadership s through diverse on roll/off roll teams utilizing multiple engagement channels like Retail Stores, Telephonic (Outbound, Inbound, SMS, Outbound Dialer), RCA,E - mail & Social Media. Areas encompassing Service Delivery; Business Development; Key Account Management; Client Service Contract Delivery, Service Channel Roll Out, Quality Assurance & Audits, Supplier/Partner Relationships, Collections & Debt Recovery; Client Retentions; Back End Operations.

PROFESSIONAL EXPERIENCE:

Confidential

Responsibilities:

• Consultancy to global manufacturers, brand owners, test laboratories on Indian Regulatory Requirements for product launch & sustain compliances for Indian Market under umbrella of authorities like Bureau of Indian Standards, Wireless Planning Commission, service delivery management Bureau of Energy Efficiency and Telecommunication Engineering Centre
• Ensuring timely & accurate service delivery, recruit, develop and deploy the right resources with global & Indian manufacturing organizations, brand owners, regulatory consultants etc. for fulfillment of their testing & regulatory compliance requirements. Business revenue substantially scaled up from INR 20 Million to 50 Million yearly through proactive & segmented marketing focused at global & Indian manufacturers, brand owners, global regulatory consultants. Deals worth INR 40 Million closed via personal engagement at senior levels, customized technical evaluation & research of complex product testing requirements and solutions delivery as per national & international test standards. Implementation of quality assurance interventions, audits, team assessments & RCA enabled reduction of query rate from 15% to less than 5% & project lead time from 45 days to 32 days departments. Repeat business increased by 25% because of higher client satisfaction due to implementation of project management techniques with testing laboratories, personal engagement with testing engineers & technical managers. 150+ product projects successfully delivered as per contracted timelines & costs. Management feedback & MIS; market dynamics, regulatory trends and competitor analysis for development of new pricing structure, lead time analysis etc. resulted in market leadership status in many areas of operation.

Confidential

Responsibilities:

• putt2gether.com is cloud based Live Leaderboard Golf Scoring App Mapp Technologies is a provider of cloud based white label mobile app integrated with back end ERP panel
• Planned & executed market research, client meets, product demonstrations & feedback sessions resulting in enhancement & development of the product. Close engagement with the design & development team resulted in timely integration & development of bug fixes, service Delivery Management product & system configuration issues etc.
• Enhanced customer onboarding, usage experience, collections and retentions via regular quality assurance initiatives, RCA, improvement in process and policy framework,.
• 10% increase in client experience and satisfaction scores by regular communication using channels like market visit, telephonic, on app, e-mailer surveys and audit & quality interventions of internal & customer staff members.
• Identified needs, planned & developed content and conducted classroom and on job sessions for organization and customer employees.
• Joint customer promotions with “App” owing organizations resulted in client business volumes enhancement by 15%.
• 20+ golf events planned & executed with cumulative participation of 1000+ golfers.

Confidential

Responsibilities:

• A leading, data centric, mobile telephony operator in India with Russia’s premier Sistema Group as major stakeholder
• Reduced enterprise bad debts from high levels of 30% to consistent 0% levels by product & technical interventions for key account managers, efficient account allocation & servicing, enhancement in client impacting policies & procedures and ageing buckets monitoring.
• Key account revenue increased from 500 INR to 700 INR per user & revenue contribution by 20% and through analysis of competitor offerings, providing customized solutions to accounts in coordination with marketing team, ensuring competitive technical bids and binding sales contracts through legal team.
• Key account satisfaction levels increased by 18% to 98% by above measures, & interventions like quality assurance, senior management client engagement, service camps, regular satisfaction surveys, efficient route planning & MIS.
• Bad debts reduced from high of 14% to 3% by enhancing multiple Customer Life Cycle parameters including acquisition quality, customer onboarding, dunning efficiency, complaint & requests TAT, vendor allocation efficiency, bill delivery efficiency, agency managers mentoring, ageing buckets efficiency, field team efficiency etc.
• Cost to serve reduced from 8% to 4% through vendor identification, shortlisting, technical due diligence, commercial negotiations & renegotiations; implementation of vendor quality scores; planning & executing deeper penetration of customer self-help tools. E-bill penetration increased from 30% to 85% levels.
• Significantly enhanced daily contact rate from 50 to 100 customers per day per executive by technical interventions at vendor locations like setting up of complete Customer Relationship Management software, Outbound dialing software, automated MIS & executive wise trend analysis etc.
• Vendor field team efficiency increased from 10 visits per day to 15 visits per day through integration with CRM software and effective field team tracking tools.
• Accolades
• Golden ” for reducing retail bad debts National level recognition for ‘Project Firewall’ - A National Customer Engagement Program “National Best Performance ” for reduction of Key Accounts Bad Debts

Confidential

Responsibilities:

• An alliance between Maxis Communications, Malaysia and Sindhya Group of India (Aircel Group) offering mobile telephony services in India stakeholder
• Revamped customer life cycle processes resulted in reduction of bad debts by 100% and increment of customer retention by 25%.
• Rolled out the customer service framework in remote zones of the state including identification, on-boarding, management & budgeting for vendors, manpower planning and onboarding, budgeting and execution of service processes and policies at each zone in the circle.
• Increased monthly sales figures by 25% through planning & execution of various customer engagement & promotion activities, events and service camps for driving higher footfalls at service retail outlets, staff & quality interventions, targeted customer schemes in coordination with marketing team and of objectives like collections percentages, retentions, reducing competition churn, cost saving self-care utilities etc.
• Customer complaint and request resolution turnaround time adherence increased from 80% to 95%.
• Coordination with national & cross functional teams for closure & improvement in customer impacting issues including processes, system issues, budgets, network constraints, complaint handling processes etc.
• Accolades
• COO’s recognition for exceptional performance in Collections & Retentions
• Runners Up position in the National Quarterly Retail Championship Trophy - Dec’09 & Mar ‘10

Confidential

Responsibilities:

• Vodafone, a British company is the world's 2nd-largest mobile telecommunications company by both subscribers and revenues. It owns and operates networks in 21 countries and has partner networks in over 40 countries
• Significantly enhanced service reach to remotest locations of the zone including rural areas by rolling out 4 Vodafone Stores, 25 Mini Stores and 115 Distributor Service Outlets. Included identification & short listing of business partners, location feasibility & finalization, coordination with vendors for setting up of outlets.
• Monthly sales increased from connections per month by planning & implementation of strategies including in-house & outbound sales of various products, BTL & ATL activities, canopy activities & road-shows. Profitability further increased through preparation and execution of technical bids, sales contracts and collecting, analyzing and using reports of competitor trends, market requirements & other technical information.
• High network individual churn figures reduced to all time low of 0.2% with collections at 100% based on planning/implementation of HNI customer engagement & business development activities through HNI Executives.
• Increased collections contribution to zone from 60% levels to >70% levels.
• Reduced zonal customer churn levels to 1.3% through regular customer, trade & team engagement activities, need identification and implementation, CSAT scores improvement (mystery and announced store audits figures improved from 85% to 89%) & complaint, repeat complaints percentage reduction and SLA adherence.
• Reduced cost to serve by 10% through effective renegotiation of existing contracts with vendors & outlet partners, reduction of operational costs and cost to serve by promotion of customer self-help tools.
• Customer on-boarding audit scores increased to 99.5% by effective management of activation centers, service provisioning, documentation compliance & pickup from various distributors, Vodafone stores & rural distributors.

Confidential

Responsibilities:

• World-class nationwide chain of retail stores (Reliance World), designed to give delightful experience of the digital world of information, communication, entertainment and mobility services
• Launched 4 Reliance World outlets in Madhya Pradesh & Chhattisgarh states encompassing pre & post-launch promotion activities.
• Implementing customer care metrics, processes and sales of wide range of products & services like hardware, mobility services, broadband services, e - learning courses, video conferencing, office space, insurance & digital printing products.
• Plan and participate in various sales promotional campaigns, clients’ meets, events and corporate presentations showcasing spectrum of products & services and create technical awareness among potential client.
• Hiring & sales, technical & service personnel for ensuring s of key deliverables across various product lines of the stores & achieving profitability targets for each store; involved in planning.
• Accolades
• MD’s from Shri Mukesh Ambani National level winner for highest revenue generation from E-Bay India Highest sales at national level for maximum sales nationally of Ethical Hacking E- Learning Course