Operation,CustomerService & Collection
Resume:
Resume
Keshav Pandey
Bareilly - 243001
Telephone No: 931-***-****,
E mail:
*****************@**********.***,
****************@*****.***
Objective: 'My objective is to integrate my learning so as to contribute
effectively to the growth of an organization and self .
. Career Snapshot
. SCM Career: SCM professional with broad experience in all activities
of Supply Chain, with additional experience in Business Commercial.
Business planning, Operational planning & forecasting, SCM strategy
development & execution, Channel logistics development, Project
management, Procurement, Vendor development, logistics and managing
teams.
. Sigma Supply Chain Solutions Pvt Ltd.: Sigma SCS taking care of
warehousing & logistics part of SAHARA Q SHOP. SCM strategy
development & execution, Operational planning & forecasting, route
planning, stock levels mgmt and fill rates.
Work Experience
Sigma Supply Chain Solution Pvt Ltd.
Division: Warehouse & Logistics and Duration: Nov'2012 to till date
Location: Shahjahanpur and Designation: MIS/Wh. Manager
Achievements Appreciated:
. Introduced bin card Concept in the Shahjahanpur Warehouse.
Functional Strengths:
. Analysis of reports of day to ops as well special projects on ERP and
Excel
. Operational knowledge of warehouse, logistics, transportation,
commercials
. Good relationship skill with internal and external customers
Role:
Supply / Distribution/Manpower Planning
. Responsible for ensuring smooth receipt and dispatches of goods.
Proper accounting of inventory thru system and physical verification,
Management of Inventory, Material Receiving, Stacking, Issuing as well
as stock reconciliation.
. Ensuring that the goods are processed on time and no discrepancies are
found in the consignments received.
. Responsible for order replenishment within the time frame as per
norms.
. Coordinating with the all vendors and regional replenishment and
operations teams to ensure smooth operations both of the stores and
the warehouse.
Previous Job Summary:
Around Ten year Experience in "Customer Relationship Management"
> Presently Working in "Reliance Communications Ltd." Cluster Office
Bareilly (U.P.) Since Dec.2006 to till Oct 2012.
Current PROFILE- Nov-2011 to Present as an API Lead Bareilly Cluster.
Post Paid & Prepaid (CDMA/GSM)
. Looking After NAPP,NHNI customers,1st three biller and Ebill
registration performance of Cluster
. Conducting Pre AV in Case of CWG,DST & Outbound Sale, Self Audit
by Physical visit if Required for Pre & Post Av
. Updating CV for all Customers depending upon their Requirement
. Looking after the VTM Activity for the Post Paid & Prepaid Caf
which is required.
. Daily Visit to the Channels for regular Audit.
. Provide Backend Support for Api & Caf Scanning Related issues to
RW,RMS,MRMS,Prepaid Distributors, & Internal Employees
. Looking After the external agency (Offshoot) for caf Picking
. Keeping close Look on the Documentation Policy and briefing the
documentation Policy in Case of Newly Appointed Channel.
. Visit to the external Agency for Documentation Audit.
. MIS Floating to the Channels regarding no of Customer Barred for
Caf not
Received, Picked CAFs, Rejected CAFs and Ddupe cases
PREVIOUS PROFILE- Nov-2009 to Oct-2011 COLLECTION
> ZOE ( Zonal Operation Executive) & Backend Support Member in
Collection Department-
. Provide Backend Support for Collection Related issues to
RW,RMS,MRMS, & Internal Employees of Entire Cluster
. Looking After Collection,Overdue& Churn Performance of Mapped
Channel
. MIS Floating to All postpaid Channels regarding Working Data
Collection,Overdue,Churn etc on daily basis.
Collections, Recovery& Churn Management:
Accountable for achievement of Collection target:
0-30 bucket: 97% (Due date collection target 78%)
30-60 bucket: 75%
60-90 bucket: 35%
Conscientious for sharing & implementation of dunning schedule as per
business rules & as well as sharing of data of predictive dunning (OG
barring/Suspension/Termination).
* Conscientious for sending informative SMS/IVRS before due date to
customers for timely payments.
* Conscientious for sending Reminding & pre barring SMS/IVRS after the
due date to reduce the barring.
* Responsible for segmentation of customer base as per Payment History
analysis, debtors ageing analysis.
* Accountable for management / training of Outbound call center for
Telecalling to different set of customers as per payment history
analysis.
* Analysis of Telecalling remarks & publishing reports & sharing data
down the line for effective follow-ups with the customer
* Conscientious for sending Demand letters / Reminder letters / Legal
notices as per the business rules & requirements.
* Collection Forecasting / trend analysis-daily/weekly/bill cycle
wise/Bucket / Due date wise
* Allocation vs. performance Analysis.
* Supporting field Staff with direct interaction with the customers if
required. Legal Cases/Police Complaints, cheque bouncing notices.
* Waiver & Adjustments management.
Organization: Working with Tata Tele Services ltd from 21st Oct
2004 till 18th Dec 2006.as a Senior Executive Customer Care.
Job Profile:
1 Implementation of smooth customer care transaction at all the
touch points.
2. Providing back end support for over all customer care related
activity in the cluster.
3. Escalation of customer care related issues thru interaction
with circle & NHQ back offices for quick
Resolution.
4. Briefing and training of all new launches as tariff
plans/handsets/products/processes etc... to the
Channels and Team Members.
5. Drive customer retention through implementation of the
available tools and life cycle management of
Customer.
7. Building personal rapport and relationship with customers
thru regular interaction.
8. CAF Management.
9. Interact with cross functions (sales, technical,
commercial) in order to fine tune customer care inter
Linked operations.
10. Ensure better Handset Service through Authorized Service
Centers and Organize Handset Service Camp.
11. Drive team moral & motivation from the front.
12. Daily visit to Verification Agency regarding Installation.
13. Looking after Activation for Up Country.
14. Worked on various software like POS, CAP, Metasolv, & BP.
Organization: Working With RISPL (Reliance Info stream Pvt Ltd)
from 12th May 2003 till 18th Oct 2004. As a Quality lead (L3).
Job profile:
1. Monitoring of Calls & Cases done by Back Office.
2. Making all type of Reports Such as MIS (Calls made & call
lost) and Coverage reports...
3. Making Process for Back Office.
4. Done Six Sigma Project for reduction of Fatal Errors in Back
office.
5. Escalation of customer care related issues thru
interaction with NHQ back offices for quick
Resolution.
6. Ensure adherence to QA process, guide lines, & briefing
about error free working to enhance C-Sat
Scores.
7. Briefing and training of all new launches as tariff
plans/handsets/products/processes etc... to
Team Members.
8 Drive team moral & motivation from the front.
Organization: "Worked with "Koshika Telecom limited" a flag ship of
Usha Group that provide Cellular Services in UP East since 10th Aug
2000 till 30th Sept 2002.
1 Implementation of smooth customer care transaction at all the
touch points.
2. Providing back end support for over all customer care related
activity in the cluster.
3. Escalation of customer care related issues thru interaction
with circle back offices for quick
Resolution.
4. Briefing and training of all new launches as tariff
plans/handsets/products/processes etc... to the
Team Members.
5. Drive customer retention through implementation of the
available tools and life cycle management of
Customer.
6. Building personal rapport and relationship with customers
thru regular interaction.
7. Promotion of Value Added Services and Customer Satisfaction
thru regular service camps.
8. Ensure adherence to QA process, guide lines, & briefing
about error free working to enhance C-Sat
Scores.
9. CAF Management.
10. Interact with cross functions (sales, technical, commercial)
in order to fine tune customer care inter
Linked operations.
SKILL SETS:
PACKAGES : MSOFFICE 97 & 2000
OPERATING SYSTEM : DOS 6.22, WIN 95/98/2000, XP,
: SOUND KNOWLEDGE OF INTERNET & E-MAIL.
STRENGTHS:
. Punctuality
. Self-Confidence
. Good Communication Skills
. Sound Hand of Complex Customer Queries
. Provide Prompt resolution & Try to finish the work with in SLA.
HOBBIES:
. Playing Cricket & Badminton.
. Internet Surfing.
. Listen mild songs
Personal Detail:
Father Name: Shri Shatrughan Pandey
Date of Birth: 01-oct-1976
Postal Address: Keshav Pandey
H No 349/2 Golden Green Park
Pilibhit Bypass
Bareilly.
Educational Qualification:
. High School From CBSE Board (2nd Division)
. Intermediate from ARYIC Patna ( 1st Division)
. Graduation from Allahabad University.
Professional Qualification: Done Diploma in Information
Technology and Management from ITIL Patna.
Date:
Place: Bareilly (U.P.) (Keshav
Pandey)
Contact this candidate