Customer Pvt Ltd
Resume:
Ramsundar B
Jogupalaya,
Ulsoor, Mobile:
Bangalore-8.
Email:************@*****.***
Abilities:
. Extremely productive in a high volume, high stress, environment.
. Highly productive in the use of Office 2007 Professional.
. Self starter with a can do attitude.
Employment History:
CareerNet Technology Pvt Ltd - Bangalore, July 10 - Present
Team Lead - Business Analyst - Corporate Planning Team
Responsibilities: Reporting & Analysis function
. Management of Offer Data & Billing Details for concerned Business
Units. Track in a timely & accurate manner all daily transactional
data maintain by the team members.
. Ensure Data Quality by conducting Weekly Reviews with business &
resolving non-compliances in the data for concerned Business Units.
. Assist the HR and Finance to enter, maintain & track their data so
that the same can be used for Planning.
. Use Advanced Excel features such as formulas, Pivot Reports, SQL etc
for complex data manipulation & data migration work.
. Ensure reports are error free & available in a real time manner. Give
inputs on new reports that may be required by business.
. Interface with the Team Leads to meet their reporting requirements as
and when they arise
. Interface with Management & enhance their decision making capabilities
by providing Business & Operational Intelligence.
. Provide business insights by conceptualizing, designing and publishing
organizational strategic & operational reports, and use the same to
provide real time analysis. Take onus for quality of reports & their
usability.
. Understand the Reporting Framework, Work Flows & processes and ensure
compliance. Improve, develop & document existing system. Perform
timely interventions & corrections.
. Work with the Finance Head in conducting Financial Planning, Reviews &
Analysis for all Business Units & Services.
. Oversee & guide performance of MIS Analysts. Ensure they are meeting
SLA.
. Automate all reports in SQL to improve report quality.
Tata Communications Ltd - Bangalore, Jun 09 - Jun 10
Analyst & MIS Executive - CSD
SMG Team:
. Analysis on the allocation to know the customers behavior in terms
of payment pattern,age on network and Service complaints
. Allocation to the respective agency as per the collections ageing
. Analysis before sending outstanding, pre-legal and legal notices
for > 90 days accounts
. Handling and preparing collection reports billing cycle wise,
Daily Collections report
. Preparing collection executive wise report to monitor performance
on daily basis
. Preparing achievement reports against target assigned.
. Preparing agency invoice and fallow up with head quarters for the
agency payments with in the TAT
S M Team:
. Preparing the overall churn report
. analysis on the churned customer to reduce the churn for the future
months
. Preparing Dunning ( Involuntary )and retained customers report on
daily basis
. Analyzing the dunned and voluntary churned customer to retain and
improve net adds
CIG Team:
. Preparing all Service tickets reports ( Non technical request )
. Analysis on the resolution to know the TAT and quality of
resolution by mapping duplication service request
. ON daily basis allocation of Service request with respect to
individuals
Bharti Airtel Pvt Ltd - Bangalore, Mar 07 - Feb 08
MIS Executive - South HUB
. Generation and Consolidation Daily, Weekly, Monthly & Quarterly
reports For Customer care Analysis
. Management Accounting & Performance Analysis Reports
. Non Financial Parameters Tracking and Analysis for Customer Care.
. Coordination & Consolidation of Zonal Reports.
. Business Interaction & Coordination
. Coordinating with IT Dept and ensuring the report in standards
Reliance Communications Limited - Coimabtore, Nov 2005 to Mar 2007
Retention Coordinator - PCO Business - RoTN
(Transferred to Coimbatore with new assignment)
. Responsible for Customer Retention.
. Support the Customers through Back-end operations
. Getting the notes of customer queries & resolving the problem in a
quick moment
. I have led a team of more than 15 Customer Relations personnel
deriving consistent performances month on month.
. Exhibited strong leadership skills including planning, organizing and
delegating.
. Won "Best performance in ROTN" award for the year of Nov 2006
Reliance Communications Limited - Madurai, Mar 05 - Oct 05
Executive - Customer Interaction & Operational Unit
. Take full responsibility of the POSTPAID Customers in each CIOU under
the Zone
. Dissemination and adherence to processes/ SLAs/ guide-lines / audits &
bringing about the desired eradication of errors + the enhanced C-Sat
scores
. Ensure smooth CC transactions and customer care delivery at all touch
points (WW/WWE) including delivery of the right Customer Experience.
. Immediate dissemination, briefing & Training of WW/WWE
FSDs/FOS/Franchisee for all new product launches / Processes/ Systems
etc.
. Drive customer retention thru implementation of retention programs.
Especially the Platinum and Gold Customer base on a proactive basis.
. Benchmarking Competitive Stores & Experiences in order to deliver a
better experience to our customers.
. Close looping of customer resolutions with the WW/WWE FSD.
. Ensure Timely Bill delivery and maximize Collections from the <30 days
OD bucket.
. Ensuring complete and proper documentation, AV/CV and CAF entry for
all new customers through the WW/WWE within their zone.
BPL Mobile Cellular Ltd - Madurai, Jul 02 - Mar 05
Executive - Customer Administration Group
. Implementing systems and procedures on receipt, verification,
validation, and rejection of booking forms, subscription forms and
payments.
. Monitoring active, suspended and deactivate status of a subscriber and
maintaining online status within 2 hours turn around time,
Assigning and controlling initial credit limits of subscribers
. Establishing control and effecting changes in subscribers' tariff
plans
. Preparation of Mobile Number (MSISDN Number) books to allot mobile
numbers to new subscribers. Segregation, preparation and issuing of
Mobile Number to other Network operators for roaming subscribers
. Preparation of periodical reconciliation statement between the
Database & switch.
. Generation of MIS and variances reports / presentation of such reports
to Head of Service Delivery and Head of Circle on a daily /
weekly / monthly bases or as and when required.
. Liaison with IT, Technical, Customer Care, Marketing, Sales and
Accounts to provide services related and subscriber related
information
Education:
MBA in Marketing and Human Resource in 2002 from RVS Institute of
Management Studies, Dindigal (Madurai Kamaraj University)
BBA in Business Administration in 2000 from V.H.N.S.N College, Virudhunagar
(Madurai Kamaraj University)
Technical Skills:
. Well versed in MS office that includes MS word, MS excel, Power Point,
Outlook express and MS access etc & PL SQL.
Personal Information:
. Father Name: R Balasubramani
. Mother Name: B Vijaya
. DOB : Apr 15,1980
. Marital Status: Single
. Permanent Address: 5/395 Muneeswaran Colony,Naranapuram Road, Sivakasi-
626189, Tamil Nadu.
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