Customer Service Management

Monika Handa

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Email: *****.******@*****.**.**

CAREER OBJECTIVE:

To work in an exciting and professional environment of an organization with continuous learning, development and growth

possibilities at a policy formulation position

WORK EXPERIENCE: 17 years (Operations Telecom 13 years)

Apr’13 – till date : Working with Reliance Communications P Ltd. – as DGM National Service Operations and IT

Automations

Responsibilities:

• Handling end to end developments of Customer Services Strategic, technology Projects and Processes

• Analyzing the Business requirements raised by all business verticals with business rules & overall

impact on any other processes and systems

• Suggest required enhancements to meet business objectives post analyzing cost benefit

• Coordinating with IT Operations team for final development closure

• Responsible for Pre Launch User Acceptance Test

• Launch of New projects and developments to circles /Field post UAT clearance

• Training to circles /Contact center for any Strategic project/ New system launch/ change

• Customer Facing System support

• Overall monitoring & Control of frontend CS System Accesses

• Tracking / monitoring service standards for all CS process

• ID management and custodian of privilege which needs to be provided to field in circles.

• Vendor Management

• SLA monitoring for all operations parameters

• Postpaid & Prepaid fulfillment management

• Centralized storage Management

June’10 – Mar’13 : Working with Unitech Wireless (Tamilnadu) P Ltd. (UNINOR) a Norwegian joint Venture with Telenor

. – as DGM Service Operations Head Prepaid Acquisition for Mumbai Circle

Responsibilities:

• Managing complete Documentation process for Prepaid customer Base MUMBAI

• Liasioning day in and day out with the Service Partners for day to day operational issues.

• Ensuring to furnish monthly data base to TERM cell

• Responsible for 100% compliant CAFs to TERM cell and ensuring to get maximum scores for the circle

• Timely and cohesive interaction with circle Sales Head for formulating commission structure for

channel partners for improvising the Circle’s KPI related CAF.

• Responsible to formulate and timely disbursement of monthly payouts for channel partner.

• Responsible for MNP segment – port ins, port outs and complaints

• Managing Customer complaints Management process for the circle

• Managing the warehouse for storage of the Prepaid Documents .

Joined UNINOR as Head Channel Services for WEST HUB (Sr. Manager) and handled customer service part for all

channel partners such as distributors, retailers and Uninor’s own outlets.

This role had major responsibilities as:

• Ensuring all channel partners are served within time for any of their queries/ complaints and request.

• Maintaining and enhancing channel satisfaction scores at all times.

• Formulating and Executing various Surveys to check the health of channel partners

• Formulating and processing commissions for channel partners

Previous assignments:

Worked with TATA Teleservices Ltd. – as National Head acquisition Quality and Compliance

Responsibilities:

• Responsible for National TERM (Telecom Enforcement and Resource Management) scores

• Liasioning with circle TERM cells for any escalations.

• Supervising circles to ensure 100% compliant documents are submitted to TERM cell

• Supervision circle warehouses for timely retrievals.

• Responsible to adhere and implement any DOT mandate across all circles

• Supervising Vendors for document Management process to ensure processes are adhered.

• Responsible for conceptualizing and implementing process improvements

Worked with TATA Teleservices Ltd. Since Sep’07 June’09 as Regional Manager Prepaid Back office operations.

Responsibilities:

• Managing complete Documentation process for Prepaid customer Base for West Zone comprising of Gujarat, MP and

Rajasthan

• Responsible for complaint management for prepaid customer Base for West Zone.

• Handling Retention and retrievals for prepaid disconnected customers.

• Liasioning day in and day out with the Service Partners for day to day operational issues.

• Responsible for opening New offices (SPOKE outlets) for handling the new or enhanced business needs

in West zone.

• Managing the warehouse for storing the Prepaid Documents for the entire Zone

• Responsible for processing/ scanning the documents so that they are available at any given point of

time in the available systems.

• Furnishing the documents as per VTM requirements and responsible for 100% compliance.

• Responsible for 100% Quality compliance for parameters of the Documentation and Complaints

• Responsible to have required trained manpower at the locations (27 offices across west Zone)

Worked with Bharti Airtel Ltd. since June’2004 – Sep’07 date in Service Marketing

Department as Asst Manager Service Marketing

Responsibilities:

• Custodian of Proactive Churn Management Managing activities which ensures minimum suspension.

• Handling collections collection agencies and team of collection executives collection agencies.

• Monitoring day to day collection performance

• Process owner for formulation incentive scheme to enhance collection thus in turn reducing suspensions

• Responsible for implementing the collection/retention process and the policy for Region and Reviewing the progress by a

regular visit to the branches, doing audits for the process.

• Managing the complete life cycle management of segmented customers

• Retention of segmented customers

• Managing Team of minimum 60 outcalling agents independently

• Gross Churn Reduction

• Formulating plans as tools for retaining customers

• Formulating strategies as proactive measures to reduce churn

• Predicting churn for the forthcoming time.

• Coordination with Collection agencies and Zones to sensitize them on foreseen reasons for churn.

• Alarm management for high propensity to churn customers.

Initiated Customer Delight activities for Gujarat Circle, this includes identifying the customer base which has high value to

the organization and creating relationship with them by managing various customer delight activities, so that they become

more loyal to the organization in turn results in less churn numbers.

Area of Exposure

I have been a key player in initiating the Customer Delight activity in Gujarat Circle while doing this assignment; I got

exposure to the functions of strategic planning and relationship building

I have been involved in training for any new products for upselling.

While managing the complete Life cycle of High value customers, I have got vast exposure of dealing with our esteemed

customers personally to resolve their issues, thus generating their long term association with the organization.

I have also been taking care of Revenue Enhancement projects from existing customer base. While doing

this project, I was responsible for generating revenue for the organization by upselling existing Products to

existing customers, deciding for the product which can yield maximum revenue from the high yielding base of

customers and from that mode of communication which generates maximum conversions.

Worked with Reliance Infostreams P Ltd. since March’04 till May’04 as a Team Leader in the Billing division of the Back

Office.

Reliance Infostreams P Ltd is one of the largest Contact Center organizations in the country with a workforce of 6500+.

The company is providing customer service to Reliance Infocomm, Reliance Energy, and Reliance Petroleum and has also

been outsourced by international banks.

Responsibilities:

• Managing a team size of 25 CSRs

• Handling 25 billing processes at the back office

• Monitoring productivity of CSRs

• Allocating the escalations and assigning targets to the team

• Monitoring the resolution quality as well as closure of escalations

• Ensure an increase in the productivity and quality of the CSRs by collecting feedback from the Quality Monitoring Team

• Training and grooming of the new team members and making them attuned to the processes handled by the team

• Interacting with the commercial functions to expedite on resolutions

• Roistering the man hours and arrest unscheduled absenteeism within the team

• Updating the HR with the attendance, overtime reports and leave cards of CSRs

Previously worked with Bharti Cellular Ltd. since Oct’2001 – Sep’2003 as a

Team Leader Customer Services.

Responsibilities:

• Managing Team of minimum 13 agents independently.

• Formulating the action plan for achieving the Team targets.

• Building, leading and motivating the team members to achieve their targets.

• Ensure the Team Productivity as per the KRI’s.

• Ensure Team Login Hour as per the KRI’s.

• Ensuring Team Customer Satisfaction Score

• Ensure Team Development/Training/ Regular briefing.

• Attending and ensuring resolution to all kind of escalations.

• Escalating complaints to the respective functions.

• Supporting the management in giving training to the new joiners.

• Responsible for the team performance

• Manpower Management

• Floor handling

• Time Scheduling for the entire floor and Roaster Management.

Area of Exposure

I have been a key player in initiating the new project launch of Bharti Cellular in UP West.

While doing this assignment, I got exposure to the functions of project management, strategic planning, man management

and quality initiatives.

Multiple Zones India Ltd Multi National Company providing total solutions for IT

Products between 2000 2001 as Team Leader

Responsibilities

• I have been involved in identifying markets, positioning of products in the chosen markets, achieving revenue targets,

identifying and bringing business in new markets, building long term relationships with clients

• Developing and executing business development strategy and plan, both short and long range, to ensure achievement of

sales targets, growth in profits and expansion of company services.

• Planning and overseeing the organization's brand building and promotional activities

• Identifying potential market segments/verticals

• Making sales presentations to key decision makers, effectively selling the capabilities and credentials of Multiple Zones

• Identifying client business needs, making proposals for customer solutions

• Achieving revenue and contribution targets, building credibility & gaining market share

• Determining bid price on the basis of project cost estimation, external environment/ competition and as per the

contribution norms

Area of Exposure

I have been exposed to the function of imparting training to the entire sales team as I was selected by the management as

the representative to take the new product trainings from all the Branded organizations such as IBM, Compaq, Lucent,

Toshiba etc. and delivered the same to the entire Sales force of the organization.

TNT India Ltd. – A Dutch based Multinational deals in Express distribution, mail and logistics – 1997 2000

Customer Service Executive

Responsibilities

• Liasioning with the counter parts to expedite the delivery of the Consignments.

• Tracking the consignment from the day it is shipped till the scheduled date when the same is expected to be delivered.

• Keeping the customer fully informed about the where about of their consignment and trying to get the same delivered at

the earliest possible.

• Responsible for taking care of all activities concerning the improvement of the customer satisfaction level by giving the

services & reviewing it from time to time.

• Liasioning with the custom authorities for the clearance of the Consignments.

• Coordinating with the consignee for the paperwork required for the clearance purposes.

• Maintaining the MIS

• Generating all the reports for the National Head– customer service, depicting the service level of customer service.

Jindal Polyester Ltd. A division of Jindal Group of Industries 1996 1997

Executive Secretary

Responsibility

Reporting to the Managing Director. Assisting with all coordination work and get the holistic view of the working of the

organization

EDUCATION QUALIFICATION:

• Post Graduate Diploma in Sales and marketing from Symbiosis Institute of Management Studies Pune

• Graduation in Commerce from Delhi University. (1993 1996)

• Higher Secondary School from Kendriya Vidyalaya, secured Ist Division in Commerce Stream. (1992

1993)

• Two Years Diploma in Software Applications from NIIT (1993 1995)

• One year Post Graduate Diploma in Public Relations from ICMS, New Delhi (1997)

PROFESSIONAL ACHIEVEMENTS

• Generated and developed highly potential clients like United Nations Development Program, United Nations of Human

Rights Commission, Usha Amorphous, Gabriel India, Max New York Life at Multiple Zone.

• Received the honor incentives for continuously exceeding the margin targets in 3 quarters at Multiple Zones.

• Handled Major Accounts like Thomson Press, Ranbaxy, ITPO, Cosmo ferrites, CII, Sahara India, Pepsi at TNT India Ltd.

• Received best performer in the team performance five times in Bharti Cellular Ltd.

• Got Best Team Award twice in Bharti Cellular Ltd.

• Received Best Call Audit four times in whole department in Bharti Cellular Ltd

• Got the Best Circle Award across India for Revenue Enhancement in Q1 of 2005

• Completed 3 Green Belt Projects for the process improvements at Bharti

• Also, taken training of conducting Internal Audits and got Best Auditor Award in the Circle for conducting audits internally

across other functions.

PERSONAL DETAILS:

Date of birth: 15th Feb’1976

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