TARUN KATHURIA

E-mail: acr064@r.postjobfree.com

Phone: +91-987*******

~SENIOR LEVEL PROFESSIONAL~

Targeting assignments in Operations / Customer Service Delivery / Loan Disbursement with a leading organization of high repute Preferred Industry: Telecom / Banking / Logistics / Airlines

PROFILE SNAPSHOT

A competent professional with an experience of over 12 years in Operations / Customer Service Delivery / Relationship Management / Quality Standard / Liaison & Coordination and Team Management

Currently associated with Tata Teleservices Ltd., Noida as Assistant Manager

Competent in implementing effective solutions to the customer needs with an aim to improve customer contentment and consequently devotion, repeat & referral business

Proven skills in developing strong business relationships with customers; experience in managing large accounts and territories as well as finding and converting prospects to customers

Worked on the projects of State Bank of Bikaner in Jaipur for INR worth 16 Crores and Rajasthan Cooperative Bank for INR worth 20 Crores

Focussed towards achieving and enhancing maximum customer satisfaction

Strong organizer, motivator and a decisive leader with effective communication, team building, decision making, personal integrity, positive attitude & motivational skills

CORE COMPETENCIES

~ Operations ~ Business Development ~ Quality Standard

~ Customer Service Delivery ~ Relationship Management ~ Compliance Management

~ Liaison & Coordination ~ Team Management ~ Vendor Management

ORGANISATIONAL EXPERIENCE

Oct’07 – Jul’11 / Since Feb’14- with Tata Teleservices Ltd., Noida as Assistant Manager

Growth Path

Oct’07 – Jul’11: Senior Executive

(Afterwards joined HCL Infosystems Ltd., Mumbai)

Feb’14 – Oct’14: Team lead

Nov’14 – Present: Assistant Manager

Role:

Spearheading the entire service delivery of charging system products for Global Telecom Customers; managing emergency situations and troubleshooting live network products

Mentoring the team of 190 Call-Center executives on smooth processing of provisioning requests received from the front end teams

Managing all the back-end aspects related to Post-paid and Pre-paid Complaints/Requests/Enquiries raised at the front end customer touch points

Formulating & implementing strategies for Telecom Projects; delivering voice and data network solutions to meet the business communications needs

Close Looping on all queries of customer and managing escalations; ensuring maximum customer satisfaction

Implementing the opportunities on new business services such as Fixed Wireline and Wireless Solutions

Controlling incidents and ensuring high end-user satisfaction levels through prompt solution of their problems

Liaising with Global Account Managers for the Global Accounts to leverage global relationships for business opportunities within India

Executing entire process & quality management, change management, fault management, escalation management, preventive maintenance as well as performance management operations

Communicating with internal & external clients for identifying needs and evaluating the alternative business solutions

Administering Tech & Non Tech complaints for Data & Voice orders i.e. ILL, MPLS, DLC, RW, PRI and wireless; resolving all the queries and issues of corporate clients within TAT in coordination with Accounts managers Pan India

Addressing performance bottlenecks & ensuring maximum network uptime

Highlights:

Led a team of 190 staff members including 20 team leads and guided them to achieve maximum customer satisfaction

Provided high quality services to outbound customers across Pan India

Secured business worth 16 Crores (State Bank of Bikaner) and INR worth 20 Crores (Rajasthan Cooperative Bank) within a short span 1 year

Collected data for baseline audits as well as drove knowledge for a team of 35 members

Worked as a Team leader for Backend coordination in EBS Retention & Customer Satisfaction for Northern Region

Aug’11 - Jan’14- with HCL Infosystems Ltd., Mumbai as Associate Territory Manager

(Transferred from Jaipur to Mumbai in Oct’13)

Role:

Supervised service issues of corporate clients, schools and colleges of Rajasthan circle

Managed installation & commissioning and operation / maintenance of various networking equipment to reduce downtime and enhance operational effectiveness of equipment

Ensured completion of installation activities within the time & cost parameters and effective resource utilisation to maximise the output

Worked in coordination with vendor for stock procurement and negotiations; ensured payments were made on time

PREVIOUS EXPERIENCE

Sep’05 – Sep’07 – with Vodafone, Gujarat as Customer Interaction Officer

May’03 – Aug’05 – with Bharti Airtel Ltd., Gujarat as Supervisor-Customer Care

CERTIFICATIONS

Certified for providing Best Services and managing the Resilience Project

Received two certificates for achieving targets while working on Wireless Walky Project as Walkthon

I T SKILLS

Sound knowledge in MS Office (Word, Excel, PowerPoint) and Internet Applications

Understanding in Installation of Window Basic & Softwares and Replacement of Hard Disk

ACADEMIC DETAILS

B.Com. from Chandra Mittal Arts and Commerce College, University, Darbhanga in 2006

12th from (Divine Child High School), (Gujarat Board), Surat in 2003

10th from Xavier’s High School, (Gujarat Board), Surat in 2001

PERSONAL DETAILS

Date of Birth: 6th October 1982

Address: (1/151, 1st Floor, Street No-7, South Anar Kali, Nr Som Bazar, Gagan Vihar Chowk, Preet Vihar, Delhi-51)

Languages Known: English, Hindi, Gujarati & Punjabi

Contact this candidate