Resume - Manager

(Keywords : Service delivery, Customer Support, CSD. Backend)
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  Candidate Details
Position Sought :
Age :
35 years     Experience : 9.0
Qualification :
PGDBMApeejay School Of Marketing, Delhi 
Preferred Location :
Kolkata, Delhi, Goa
Job Category :
Expected Salary :
4-5 lacs


Job Profile:-

Responsible for the complete customer life cycle from acquisition till exit.

Managing the customer service operations of FTTH services.
Responsible for CAF verification & installation Scheduling
Pan India Installations :- Making sure customers installations are happening on the scheduled time and no escalations happening.
Collections :- Responsible for Collection of subscriptions and resolving issues related to it.
Churn Management :- Ensuring minimum churn by initiating retention efforts to resolve customers grievances
Recovery of devices:- Ensuring customers devices are collected on exit.
Coordination with Finance for bill payment to vendors.
Closely interacting with Marketing, Sales, National Network Operations Control Teams, Subject Matter Experts and Vendors.
Providing waivers wherever necessary.

Arcis E Services
Team Leader
From Dec 2010 August-2012

Responsible for Collection Process for a leading insurance company

Job Profile:-
Managing a team of 15 agents, ensuring there is no attrition and maximum productivity
Managing client feedbacks and ensuring SLAs are maintained
Auditing calls to ensure quality parameters are met and take corrective actions if required
Performance Appraisals for the team and weely reviews for better productivity
Preparing presentations for reviews with top management and clients.

Clint Servicing
From Sep 2008 to November 2010

Job Profile:-

Client Servicing
Vendor Coordination

Intelenet Global
Customer Service Officer
March-2008 July-2008

Company Profile : Intelenet Global Services is a leading global third party BPO Company that delivers Business Process Outsourcing (BPO) services to Fortune 500 companies in the UK, USA, Australia and India.
Dept: - Customer Service for US travel process

Job Profile : -

Handling travel related queries for US clients.
Assisting customers by planning their travel plans (Flight, Hotel & Cabs)

Dadri (Uttar Pradesh)
Senior Executive Operations & Customer Service
March-2007 Feb2008

Company Profile:- An orginisation of repute formed by JV between Transworld Group of Companies & Concor in Dadri
Dept: - Executive Operations
Job Profile: -

Supervising of the operations of CFS
Inventory Management & Purchase
Customer Service & coordination with customs
Managing Team for smooth functioning of CFS
Making business presentations.

Project Manager & Client Servicing
August-2006- February 2007

Company Profile :- Start up Marketing Research Organisation
Dept: - Operations
Job Profile: -

Client Servicing
Market Research
Hiring team members
Organizing trainings
Attendence & Performance monitoring

Reliance Infocomm
Delhi NCR
Service Delivery & Assurance
May 2004 July 2006

Company Profile :- A reputed Telecom company with PAN India presence
Dept: - Customer Service & Service Delivery

Job Profile:-

Managing the customer operations of broadband services in Gurgaon.
Worked as end user on different ERP applications
Heading the Surveillance and System Monitoring Team to ensure all systems are operating at optimum capacity and high performance.
Stellar role in the development of key accounts in Gurgaon like COKE, BAXTER, NOKIA, HP etc
Distinction of handling SMEs, SOHOs and named accounts like Gaurav International, Dhir Global, Murty Exports, Dhir International etc.
Actively involved in reviewing system usage/ performance and initiate testing, implementation and installation of new/ improved systems, upgrades, and network lines.
Closely interacting with Marketing, Sales, National Network Operations Control Teams, Subject Matter Experts and Vendors.
Providing waivers wherever necessary.
Coordinated with Operation & Maintenance and Service Activation Staff; responsible for providing analytical and technical support to Field Service Engineers.

Worked as a Trainee With Reliance Infocomm Delhi Circle from 6 Feb03- 6 July03 wherein I was reporting to the key Account Manager
Responsible for driving sales through channel partners (DAEs)
Putting up road show cannopy
Making cold calls and generating leads

Professional Training
From July 2008 August 2008

Completed Practical Oriented Work shop covering -
o Core HR Domain Areas, Manpower Planning, Recruitment Process.
o Training & Development, Policy Implementation, Compensation & Benefits.
Computer Skills
Good working knowledge in MS Office (Excel, Word, Power Point)
Working knowledge of ERP (end user).
Working knowledge of Clarity & Cla