Customer Service Manager

Rekha Bhatt

E-Mail: *********@*****.***

Mobile: +91-987*******

OPERATIONS SERVICE DELIVERY PROFESSIONAL

Specialist with more than 15 years of experience in launching and running several start-ups, multiple times in my career; with expertise in customer acquisition and retention drives for process consulting; personally handled assignments at client locations; deft at back office operations

Solutions Driven & Customer Centric Professional; adroit in ensuring delivery of high quality services to support customer's needs & achieving continued high customer satisfaction. Expertise in developing business service offerings and building customer relationships to accelerate growth

Industry Preference: Any, where my potential can be explored and I get to expand my learning

PROFILE SUMMARY

A competent professional with 15 years of experience in Operations entailing Inbound CC, Outbound CC, Virtual Relationship management, Vendor Management, Revenue generation, Upselling, Retention and Churn, Back office and Customer Support

Currently working with Vodafone Idea Ltd. and has undertaken various set-up operations for the company including Inbound and Outbound BCP Service Partner and Operations at Jaipur.

Proficient in managing & leading teams for running successful process operations & experience of developing procedures, service standards for business excellence

Skilled in identifying the opportunity areas to save cost and to run the operations in efficient and effective manner and thereby helping the process in reducing operational cost

Expertise in monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximise customer satisfaction level

Driving operational excellence set as a standard by the clients and adhering to the standard operating procedures. Developing Standard Operations Procedures and Setting KPIs/KPAs for smooth business operations.

Setting out in house quality standards for various operational areas, ensuring a high-quality customer experience while adhering to the SLAs for their services.

Planning and Forecasting, Preparing and implementing new Processes across.

Establishing and implementing ‘best practice’ processes across the organization to ensure effectiveness resulting in reduced costs and improved customer service.

Adept in managing revenue, account profitability, TNPS and NPS. Resourceful in Operations Management (Inbound & Outbound) encompassing planning, analysis, scope & risk management, contingency planning and resource management.

Achievement and goal oriented professional with excellent people management skills and an ability to manage change with ease

CORE COMPETENCIES

Operations Management

Service Delivery Management

Process Excellence

Call Centre Management

Performance Management

Team Management

Customer Service Delivery

Retention Management

Escalation Management

Training & Development

Quality Assurance

Rewards and Recognition

Vendor Management

Virtual RM Management

Planning, Forecasting & Budget

•Identifying & leading projects to transform the business model & to drive process efficiencies both for the business and the client

•Managing relationship with project stakeholders, keeping stakeholders informed of progress and issues in order to manage expectations on all project requirements and deliverables

•Leading, and monitoring performance of the team members for maintaining excellence in operations

•Defining and setting service standards and guidelines that serve as benchmark for excellent service delivery and as per company standards

•Delivering high impact service improvement projects as Service Delivery to reduce TAT for customer resolution

•Creating and sustaining a dynamic environment that fosters career development opportunities and motivates high performance amongst team members

•Monitoring methods for trending customer problems and issues to ensure appropriate action is taken by the correct group to ensure resolution/ improvement

•Managing and controlling frauds and miss use of empowerment at Call Centre

•Managing delivery of high-quality customer experience while adhering to SLAs & managing cost-effective operations at Vendor location

•Developing project baselines while monitoring and controlling projects with respect to cost, resource deployment, time over-runs and quality compliance to ensure its satisfactory execution

•Leading daily service delivery, continuous development and improvement of provider services in accordance with targets / objectives included in service plans.

•Developing customer service policies and standards for the organization; serving as end point of contact for customer escalations.

•Conducting Customer Satisfaction Surveys for internal customers, analysing data and preparing action plan for perfection

SIGNIFICANT ACHIEVEMENTS ACROSS CAREER

Winner of YMAD (You made a difference) for Quarter – Vodafone

Awarded Employee of the Month - Vodafone

Yellow belt certified for Project on Tagging Accuracy and Team member of Green belt project team for Retentions

Acknowledged with Mega star for Quarter Jul, Aug and Sep’11 for consistent delivery – Vodafone

Awarded with 7 Super stars for Initiatives for process development - Vodafone

Winner of Retention and C-sat contest in 2012 - Vodafone

Awarded as Best New Comer in Mayal J Dalal Firm – Associate of Vodafone West Ltd.

Awarded and appreciated for “Support in crisis” in ABN Amro Bank – Mumbai

Winner of “Tiger hill” contest for Customer Retentions for Maharashtra circle – Tata Tele Services

ORGANISATIONAL EXPERIENCE

Vodafone Since May’ 07

Growth Path:

May’ 07 to Nov ’08 Executive - Team Leader

Nov’08 to Nov’ 13 Senior Executive – Team Leader

Nov’ 13 to Apr ’14 Acting Team Operations Manager

Apr ’14 to Dec’15 Team Operations Manager – Inbound Operations

Dec’15 to Mar’17 Service delivery and Service Partner Manager

Apr’17 to Dec'18 Site Lead for Inbound and Outbound Operations

Key Result Areas as Site Operations Lead - Apr’17 – Till Date

Corporate resource placed at Site, managing 3 sites with total HC of 450+ CSA including Inbound and Outbound operations

Managing end to end Contact Centre operations through Vendor from hiring to Training to Ops delivery and monitoring Quality matrix for Inbound and Outbound operations

Lobs managed – Postpaid, Prepaid, Tele verification, Data Helpline, Dealer Helpline and Outbound operations

Ensuring we put the “customer first’ and be custodian of the customer

Coordinating with the Service partner, Corporate Team and Circle Team, handling internal KPI’s such as Service level, TNPS, Quality, Repeat Interaction and Tagging Accuracy and ensuring targets are over achieved as per company expectations

Ensuring revenue generation through inbound pitching and online activations

Optimising resources by reduction in cost to serve and call per subscriber

Building efficiency for all the 3 sites managed

Supporting cross function on process correction and Customer VOC’s and VOA

Managing consistent programs to motivate and recognize performing agents

Supervising volumes for all Lob’s and month end spikes

Customer retentions via Outbound campaign, benchmarking 70% of actual retentions

Generating 6X revenue against the cost of OB

Quality Process adherence, implementation and monitoring

Driving TNPS across sites and delivering Corporate driven targets

Controlling Fraud and Miss use of Empowerment at Partner site and ensuring ZT process adherence

Sharing case studies on CXX

Appropriate building of Reports and MIS formats basis business needs

Weekly and Monthly reviews with Corporate and Service partners

Key Result Areas as SPM – Gujarat Circle - Dec’15 to Mar’17

Managing end to end Contact Centre operations being placed at Circle Head office

Lobs managed – Postpaid, Prepaid, Tele verification, Dealer Helpline and Outbound with 12+ headcount

Working on Projects – Operations knowledge group, External quality, Increase in FTR, Back office errors and Simplification on customer process, Revenue generation, One team One Win etc.

Core team member for yearly (12+3) call centre Budgeting at Circle

30 lakhs saving for 2016-17 from the assigned budget – Highest Pan India

Optimising resources and ensuring Circle CPS is well in control

SPOC for QOS basis TRAI mandate

VRM desk set up for Gujarat and Rajasthan Circle

Coordinating with the Service partner, Circle cross function Team and Corporate teams

Ensuring revenue generation through inbound pitching basis Circle Marketing targets

Analysing and correcting process issues ensuring minimal impact

Managing Circle driven reward programs to motivate and recognize performing agents at Service Partner

Managing Circle Forecast for All LOB’s, assigning daily forecast to ensure Bill Spikes are managed Appropriately

Customer retention and revenue generation from Outbound campaign – Month on Month delivery Circle set targets

Driving NPS scores for circle, month on lead with competition with 5 points Delta

Driving Service Partners to deliver set TNPS targets month on month in turn ensuring Circle target are met

Consistent delivery in Circle Score card being in Top 3 slots month on month Pan India

Key Result Areas in Contact Centre – VISPL – May’07 to Dec’15

Joined as a team Leader got promoted as Senor Team Leader and Team operation Manager

Managing end to end Call-Centre operations for Gujarat and Rajasthan Circle

Lobs managed – Postpaid, Prepaid, Dealer Helpline and Nesting Process

Working on Projects – Six Sigma, C-Sat, Client delivery, Site Set up at Jaipur location within 30 days and New Site Set up in Ahmedabad for enhanced Answering

Managing operation round of Interview to ensure right candidate get selected

Primary SPOC for changing Training lesson plan Pan India to build a SMART learning programme to cater the Operational real time needs rather class room trainings

Lob Wise P&L delivery

Leading TBSS group working to enhance floor quality (Internal and External) through rigorous feedbacks and mentoring

Leading OKG(Operations knowledge group) handling Briefing across process, briefing dipsticks, Incorrect and Incomplete tagging, Knowledge evaluation test for Supervisors, Welcome back for CSA and supervisors on leave, nodal and circle escalations and SR Management – circle driven activity, dealing with client for product/process gaps, IT/ system failure concerns, raising VOC and sharing suggestions for improvement in firm’s product/services.

Assisting the Recruitment Teams in hiring agents (Hr Support)

Managing daily operational issues like schedule Adherence, shrinkage, report generation, asset management and feedbacks

Active member of Project Retention Team, responsible for retaining talents, escalation and resolving employees concerns with the support of HR team and keeping track of absenteeism on floor by doing regular follow ups. Also sharing Attrition analysis and maintaining MIS regularly on monthly basis.

SPOC for QOS and Customer VOC for Site

Coordinating with the Circle cross function Team for both the Circles managed

People management through regular engagement with teams and weekly RnR and Fun activities

Delivering Daily SLA’s against Forecast by assigning RTQM system

Weekly rosters against Volume trends and identifying exigencies and ensuring minimal impact

Nesting Process End to End set up from Hiring interventions to Training intervention, Budding and week on week performance improvement plans for New Joinees

Highest scorer in Manager index in VPS for 2013 to 2015

Accomplishments:

Winner of YMAD(Quarterly award) - 2016

Monthly best performer award - 2016

Employee of the quarter - 2017

Nominated by Circle team as Best performance in Nesting and Data LOB - 2014

Data LOB consistently in Top 5 positions Nationally for assigned tenure Apr’’14 to Apr’15, Topped Nationally 3 in a year

Successfully set-up:

oNew Prepaid site set up at Ahmedabad

oCall Center Operations at Jaipur Site – 50 seater

oSet up of Nesting process to support floor operations

oInitiated Repeat Desk for Gold and Premium segment customers

oImplementation of Darwin process for New Hires

oSetting VRM (Virtual relation management desk) for Postpaid Premium customers for Gujarat Circle

oSet up of New site for Vodafone collection agency (Out bond)

PREVIOUS WORK EXPERIENCE

Feb’06 to May’07 Agency Manager for Malay J Dalal (Associates of Vodafone)) – Biggest agency for Collections in Gujarat

Handling a team of 50+:- Handling a team of 45 tele-caller executive, 6 team leader & 4 credit control executives.

Handling Collection calling for overal Gujarat Circle: -

oAssuring cycle wise target for entire Gujarat circle.

oMonitoring Due Date, Cycle End & Month End to ensure over all target of the company.

oDay to day performance review by setting individual goals, Tele calling feedbacks etc.

oStrongly coordinating with other field staffs for high efficiency of tele callings.

oSolving escalation calls with timely follow-up with company & customer to give better & timely solution including dispute / waiver resolution

oDaily MIS – Market wise / Cycle wise / tele caller wise allocation giving, updating on a daily basis, preparing Month End reports sending the same to branch office.

oDelinquency and fraud ControL

Handling Administrative & HR related activities: - End to end handling from Recruitment, training and delivery on operations floor.

Managing Site P&L

Jun’05 to Nov’05 ABN & AMRO Bank as Customer Service Associate – Managing Back office Banking Operations

Handling end to end Backend operations

Handling IMP Customers: - High profile & VIP customer (gold) customer escalation & Queries & ensuring proper resolutions.

Handling Retentions: - Handling escalation / irate / disputed calls. In case of churn treat optimising available retention tools ensuring customer retention

Handling banking transactions & Queries: - Helping customers on different types of Loan Queries, Providing solutions regarding their Pay offs and after pay off related Queries, forwarding lead to the concern dept.

Ensuring financial request and queries are closed within TAT.

Jun’04 to Mar’05 Tata tele services as Executive - Back office CRM

Handling Retention and Churn – Achieved 93% monthly retention target set by the co. & were First in the ROM (Rest of Maharashtra).

Handling Franchisee team – Coordinating with Franchisee on a day-to-day basis, training on new product & process etc.

Handling Refunds – Handling Refunds of the customer (Pre installation & post installation) of all the types of services provided by the company TDMA / CDMA / PCO i

Managing Walk-ins & CRM

Handling Order Entry & POS– Handling Order Entry Agency (Daily forms which gets entered in to the system).

Coordinating with inter department – Need to coordinate with different departments of the company for Retention purpose, Refunds etc.

Knowledge of Systems – Having Knowledge of systems of Arbor / Kenan / POS / Metasolv / CRM / BRS etc.

May’02 to Feb’04 Bharti Airtel as Senior Connect Executive – Front desk (Retail)

Handling Customer Services: - Handling complete CS Department

Handling Inter Departmental Coordination: - Dealer’s, Sales, CS Team, RSP for informing New Schemes, Accepting Forms, Product Information, and Handling Commission payments.

Handling Sales Activities:- Achieving the sales target set by company through effective dealer co-ordination, walk-in Prospects and existing Subscriber.

Achieved “TIGER HILLS “in the year 2003 & were the only connect who had achieved The Target in Rest of Maharashtra

Knowledge of Systems: - Having Knowledge of systems of Arbor / Payment software / Kenan Activation / CRM / POS etc.

PROJECTS UNDERTAKEN

Successful Pilot of skill based manning which was replicated Pan India

Formation of Process Notes for all process followed across call centre under OKG

Leading OKG(Operations Knowledge group) and External Quality group

Studying the Call Flow patterns & trends in order to identify suitable shift alignment

Designing content and training module for Inbound training basis TOP call driver at call centre

Assisted Back-office team to reduce tagging errors which in turn helped to reinforce the BO external audits scores to a remarkable position and external SR audits above 95% month on month

Designed and implemented Service Recovery Process, this concept involves taking responsive action to “recover” lost or dissatisfied customers and convert them into satisfied customers which has produced high standard of customer service. Developed a complaint database and ensured apology call back is made and customer’s voice is captured for better services and minimize the failure.

Initiated RYG process to enhance customer satisfaction for bottom quartiles, which in turn premeditated at process level and produced firm results in C-sat and attrition.

Managed leave planner for process ensuring shrinkages are in place even during festivals.

TRAININGS UNDERTAKEN

Lean Six sigma White Belt at ABN AMRO Bank Mumbai and yellow Belt Certification at Vodafone Ahmedabad

Expertise Voice and Accent Training – Airtel and ABN AMRO Bank

Advanced Leadership Skills – Tata Teleservices

Ontrac – Vodafone India Services Pvt Ltd

Train the Trainer and Train the Quality - Certified Vodafone Shared Services

Situational Leadership - Vodafone Shared Services

Diversity and Inclusion - Vodafone Shared Services

On the Job trainings on appraisal and feedback process, TTT certified, TTQ certified

Certified online courses:-

Effective Interpersonal Communications Simulation

Leadership Essentials

Prevention of Sexual Harassment

Incident Reporting and Investigation

Health, Safety & Wellbeing

ACADEMIC DETAILS

2014 MBA from Sikkim Manipal institute specialisation in Marketing

2004 MCOM from Pune University

2002 BCOM from Pune University

1999 HSC from Pune University

1997 SSC from CBSC board

Date of Birth: 23rd September 1982

Languages Known: English, Hindi, Marathi and Gujarati

Mailing Address: 39/1, Mansarovar Bunglows, Jain Nagar HSG Co. Society, Ghuma, Bopal, Ahmedabad

Contact this candidate