Customer Service Sales

Madhav Shekhar Mahadkar

G-**, Dhyana -* apartment, ward 8B, plot 59, Subhashnagar, Gandhidham.

Email Id: ******.********@********.***, ******.********@*****.***

Mob no: 982-***-****

P rofile:

MBA having 10 years of experience in Telecom

Excellent Exposure to sales & operations.

Good interpersonal & analytical skills

Quick to learn & adapt principles & applications

To take up career which involves continuous learning, challenges & growth

Work Experience:

1) Zone Retail Sales Lead

( Deputy M anager) – Gandhidham Zone.

Company Vodafone West Ltd: June 2013 till date.

Job P rofile:

M anage Retail Channels (Vodafone Store:-4, Vodafone

M i ni Store:-10, Associate Dist ributor Vodafone Store:-51):

I ncrease footfall & sales per footfall at retail channels. Increase

p rofitability at channels through innovative sales & revenue

maximization programs. Enhance customer experience across all

outlets.

Sales: Achieve sales target for all products (Voice postpaid,

p repaid, VAS, handsets, etc. ) at stores, VMS & ADVMS.

Facilitate roll out of Vodafone retail outlets – stores, VMS,

ADVMS. Ensure & monitor quality acquisition from channel.

Revenue: Achieve revenue targets at store, VMS & ADVMS.

P rofitability: Assist store manager, VMS & ADVMS channel

partners manage key operating costs, store operating cost &

people cost.

Customer service: M anage churn & achieve customer

satisfaction for walk in customers at retail outlets.

M a rketing: Work with marketing team to recommend

marketing, branding & promotion activities.

People: Oversee store in charge, VMS & ADVMS leads. Keep

employee retention & motivation levels high through regular

reviews of performance of both on roll & off roll employees.

I dentify gaps in performance of immediate team & ensure

t raining to bridge the same.

T eam strength: 4 Store managers, 1 Team coach, 2 VMS/ADVMS

leads, 35 off rolls, 7 postpaid distributors, 14 franchisee, 52 associate

d istributors.

Achievements:

Won Best Zone award for retail AMJ’13 Qtr.

2) Zonal customer service

m anager (Assistant Manager) – Mehsana zone.

Company Vodafone West Ltd: April 2011 – June 2013

Job P rofile:

Retention/relation & customer service: Subscriber churn, Revenue

churn, HN I activity management, customer engagement activity. Quality

scores target achievement of In ternal, External & National

P rocess efficiency (AAD operations): reduction of PNU (stores &

V MS ), BNR( 0-3 months ) and feedback on customer service complaints, error

% of system & physical audits, Re verification project implementation, quality

of acquisition, prepaid activation process.

People management & development : formal review with the

b ranch team & recognition of team through superstars, megastars, YMAD,

national service champions & approved Vodafone tales – quality

Achievements

Won branch score card for Jan’12 and YTD standing 3 rd among 11

b ranches.

Won CS champ ti tle of AMJ’12 & JAS’12 quarter.

Consistent lowest churn since 2 years across Gujarat on YTD basis & YTD

no. 1 position target vs. achievement.

Maintain lowest activation TAT across Gujarat post changes in prepaid

activation process after 09/11/12.

T eam strength: 11 activation officers, 1 Retention executive, 5 off rolls,

retention agency – 14 people.

3) Area Service Manager

( Assistant M anager ) – Retail operations (Vodafone store,

V MS, ADV MS), Mehsana branch

Company Vodafone Essar Gujarat Ltd: August 2010 – M a rch

2011

Sales: Achieve Postpaid / Prepaid Sales Targets from Stores.

P rofitability: I ncrease of Stores Revenue and Outlet Profitabili ty.

Service retail management: Roll out of service touch points. Responsible

for the rollout & opening of new exclusive stores. Competition Mapping &

A nalysis of the business in the assigned terri tory. Work with marketing team

to recommend marketing, branding & promotion activities. Implementation of

t he company SOP’s in stores. Maintenance of Adequate inventory at all

Service Touch Points.

Retention & churn : Reduction of Churn from Service Touch Points

Quality service standards : Measured on basis of internal, external &

national audits

People management & development: Periodic review of Stores / M ini

S tores. Employee Motivation activities for enhancement of Service / Sales

levels.

Achievements

Recognized for brining all stores out of support.

H ighest branch postpaid achievement of 106% while Gujarat @97%

H ighest branch prepaid achievement of 126% while Gujarat @114%

NPNC ( non-postpaid non collection ) growth from 16% to 38%

Team strength: 5 store managers, 35 off rolls, 5 franchise & 20 VMS

owners.

4) Branch customer service

m anager (Sr. Executive) – Godhra branch

Company Vodafone Essar Gujarat Ltd: July 2009 – August

2010

J ob P rofile

Service retail management: i mprovement in ROI, Net revenue

i ncrement, service touch point sustenance, maintain quality at stores &

Vodafone mini stores.

Retention & relation : subscriber churn, ARPU churn, H N I activity

management, customer engagement activity

P rocess efficiency : reduction of PNU ( stores & VMS ), BNR( 0-3

months ) and feedback on customer service complaints, error % of system &

physical audits, Re verification project implementation

People management & development : formal review with the

b ranch team & recognition of team through superstars, megastars, YMAD,

national service champions & approved Vodafone tales – quality

Achievements

Awarded the ti tle of CS champ for Godhra branch for Q3 (Oct ’09, Nov ’09,

dec’09), Q4 (Jan’10, Feb’10, Mar’10) & annual customer service best branch

(2009 – 2010).

Won the retention score card for Q3 (Oct ’09, Nov ’09, dec’09) & Q4 (Jan’10,

Feb’10, Ma r’10)

Awarded the Megastar ti tle for quarterly performance by top

management.

Team strength: 1 store manager, 11 off rolls & retention / welcome visit

agency: 8 people.

5) Store manager (Sr. Executive)

– r elief road, Ahmadabad

Company Vodafone Essar Gujarat Ltd. Jan 2008 – June 2009

J ob P rofile

Sales : achieve monthly specified postpaid & prepaid target, handset &

VAS revenue to be 5% of total revenue

Store manpower : agent att ri tion to be less than 15% per quarter,

system error % below 1% and physical error % below 3%, dispatch of invoices by

10th of every month

Quality : quality knock > 65% for 1st six months & 75% for next six

months

P rocess : d isplay at stores i.e. all f liers/brand POS to be available at

s tore, infrastructure / store upkeep scores > 90%

Team motivation: measured by VF tale & service champion.

Achievements

Relief road store was on support since its inception which I moved out of

support by bringing fresh look among agents & ensured consistent

p rofitabili ty

T eam strength: 9 off rolls & 1 franchisee.

S tore manager (Executive) – Bha ruch Vodafone store,

3)

B ha ruch

Vodafone Essar Gujarat ltd. Jan 2006 – Dec 2007

J ob P rofile

Operations : activations, service t ransactions within specified TAT,

CRM capture 100%, case study for errors < 0.5%, maintain adequate inventory

of stock at store.

Business financial performance : sales target achievement

Quality : s tore upkeep & product quiz of agents > 90%

Retention : controlling the voluntary churn of the walk in customers

Achievements

Sales increased by 130% during year 2006 – 2007

Achieved Y CMAD (you can make a difference) award from Hutch

for best performance among the store managers in year 2006.

Team strength: 4 off roll & 1 franchisee.

4) Customer service executive – H u tch

P ayroll of Adecco. Jan 2004 – Dec 2005

J ob P rofile

Solve customer queries at service desk

Handle activations in system at backend

Attend calls at inbound call centre of Hutch

Achievements

Received spot award many time for delivering quality consistently &

topping the chart.

E DUCAT IO NAL QUAL I F ICAT ION:

M.B.A (correspondence) from National Institute of Business Management.

( Year 2010 )

Information technology from Ni rma University : scored 79.13% (Year 2004)

H.S.C. (Science stream): Scored 72% from Gujarat State Education Board,

A hmedabad (Year 2001)

S.S.C. Scored 83.43% from Gujarat State Education Board (Year 1999).

PERSONAL DETA I LS:

Name : M ADHAV SHEKHAR MAHADKAR

: 12th A pril, 1984

Date of Bir th

Gender : M ale

Mari tal Status : M ar ried

Contact Nos. ( Mobile): 982-***-****, 997-***-****

Languages known : English, H indi, Gujarati and Marathi

Hobbies : Listening music & tourism.

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