Service Customer

Ayan Kar

E-mail: ****.***@*******.*** Phone: +919********* / +91-33-645*****

Ayan is a highly motivated & experienced leader in Telecom & IT business operations. He has close to 19

years’ experience in managing Customer Lifecycle with global blue chip organizations and brings

consulting skills and domain expertise developed from having led numerous large business f unctions that

have resulted in increased bottom -line results, ranging up to INR 7.5m annualized cost savings and

qualitative outcomes in productivity and efficiency. Along with managing v arious Post Sales field &

backend service operations and client relationship roles, Ayan has also contributed significantly towards

customer delight and reduction of customer churn under adverse business environment.

He has managed v arious “Customer Engagement” initiatives f or proactive understanding of customers’

sentiments and implemented numerous process developments as part of customer experience

management in the Telecom & IT sector and is particularly successful when working with and gaining the

respect of senior stakeholders within the organizations. Apart from developing operational business

expertise in eCRM, SAP, Tallyman & Complex Billing he has also gained extensive experience in

consulting Bill customization (Application development, delivery & maintenance) and Document

Management Solutions with all major Telecom operators in India.

Career History

Skill Edge India – Principal Consultant Oct 2013 – to Present

Ayan is presently associated with Skill Edge India as Principal Consultant & he is responsible for

developing business f rom corporate / SMEs / Governments & onsite / offsite implementation of all sort of

soft skills training (Sales, Behavioural, Customer Care, Outbound, Simulation-based training,

Management Development Programs, Train the Trainer etc). Skill Edge has developed more than 40 in

house customized training programs which can transform people through learning and development

interventions, thereby creating direct impact on business results. Partnered with Blanchard International

(USA) & Eagles Flight (Canada), Skill Edge also offers high impact situational leadership training

programs and has the capability to roll out trainings concurrently across all tier 1 & tier 2 cities of India.

Ayan has also launched an e-commerce portal (www.MVTShop.com) during this tenure which is primarily

dealing with browser based Video Communication applications used for low cost high impact digital

marketing. The application provides video based email services, web services, Video conferencing

solutions to Corporate/ Small & Medium Enterprises / SOHO/ Individuals through innovative and

customized product portfolio on 3G /4G / broadband platform at a competitive price.

T ata Teleservices Limited – Regional Service Marketing Head Sep 2011 – to Sept13

Ayan was leading service marketing function in enterprise business vertical of Tata Teleservices PAN

eastern India having subscriber base of nearly 0.2m with annualized billing of INR 2000m. He was

responsible for:

Customer Satisfaction– Ayan led a team of service managers & drove customer satisfaction of

enterprise accounts by implementing effective account management & service processes across the

region. He consulted on eCRM systems f or analysis of customer experience parameters and facilitated

numerous process changes. To develop CSAT awareness at all f unctional levels, he had initiated “Voice

of Customers Council” with sponsorship of Top management (up to RCOO level) enabling the

organization to take real time decision in alignment with customer expectations.

New Customer Experience: Ayan managed entire First Impression Processes for all customer

acquisitions. As part of this responsibility he managed welcome call, first bill explanation and high net

worth customer on boarding process. As part of document management he ensured DMS upload,

indexing, storage and retrieval of all customer application forms & documents.

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Ayan Kar

E-mail: ****.***@*******.*** Phone: +919********* / +91-33-645*****

Dunning Reduction– Ayan & his team was solely responsible for reduction of dunning instances by

monitoring customers’ credit limit assignment & driving rationalization process using reports from Billing

Platform. He along with his team also facilitated reduction of dunning instances by monitoring account

suspension ageing & close looping issues pertaining to non payments. To strengthen this process, Ayan

had created a support helpline for collection agents to facilitate closure of account specific issues and

enhance overdue collection for reactivation of accounts which helped recovery of bad debts to a great

extent.

Account Relationship Management– Ayan drove customer engagement programs with objective of

proactive service assurance, Zero Usage reduction, setting up and maintaining a unified relati onship

framework f or building customer satisfaction, engagement & brand loyalty. As part of this role he had

implemented various customer loyalty programs by effective segmentation of customer profiles.

Churn Reduction – Ayan was entirely responsible for reducing customer churn and he had successfully

restricted churn within 1.2% of monthly revenue. While managing churn he had contributed towards key

process improvement areas e.g. bulk cancellation notification, ageing wise reactivation, alert on safe

custody expiry, rate plan degradation etc. He had also successfully managed to protect the monthly

revenue of INR 12m from existing PRI accounts as part of his client engagement role.

In addition to the above responsibilities, Ayan had been assigned a special project for facilitating service

coverage for SME business of annualized billing worth value of INR 250m. Ayan was given the

responsibility when SME service support was a challenge & he immediately engaged with the business to

emphasize the limitations of the existing structure and implemented business model for delivering entire

L1 service lifecycle support which yielded significant reduction of SME customer churn.

T ata Teleservices Limited – Head Customer Care Dec 2007 – to Aug 2011

Ayan previously lead customer care function in mobility business vertical of Tata Teleservices comprising

of retail subscriber base of nearly 1.5m with annualized post paid billing of INR 1100m & prepaid recharge

INR 600m. Ayan had end to end following key responsibilities f or creating service excellence infrastructure

which he successfully delivered with annualized cost savings worth INR 9m.

Complaint & Query Resolution– Ayan managed end to end resolution of nearly 12K customers’

complaints per month related to billing dispute, online & offline payments, dunning, VAS, balance

deduction, handset and network issues etc within SLA norms using eCRM workflows. Ayan was brought in

when customer satisfaction was a challenge due to failing service and he was successful in implementing

effective service KPIs & infrastructure to bring up the SLA adherence to >98% f rom <80% across all post

nd

paid segments within a demanding timeline. Monitoring of 2 level SLA in service ticket workflow was the

key process differentiator which Ayan & his team practiced for streamlining the performance. As part of

this role, he had also successfully managed multi tier customer escalation systems according to TRAI

guidelines f or resolution of high level escalated issues.

Service Partner & Customer Touch Point Development – Ayan was responsible to reduce customers’

unique & repeat complaints by increasing the FTR at TTL contact centres, service partners & retail chains.

Complaint per subscriber was reduced from >8% to <4.5% with significant improvement in FTR under his

leadership resulting into average annualized cost savings of INR 3m. He had also contributed towards

menu design, testing & implementation of Interactive Voice Response system supporting quick resolution

of customers’ query. Ayan had also contributed significantly towards setting up photon excellence centre &

prepaid gold desk at TTL contact centre to introduce segment specific service approach f or TTL high

value retail customers. He was also responsible for service partner recruitment, training & performance of

all field service engineers.

Predictive Churn Management – Ayan had implemented a customer health check process which helped

to arrest possible churn threats due to service issue proactively by using eCRM & billing reports. During

mediation failure when photon customers’ were billed beyond their credit limit, Ayan had taken the lead

role in driving PCM process & managed the crisis by restricting churn within 2.2% with annualized savings

of estimated INR 7.5 m in waivers / adjustments posting.

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Ayan Kar

E-mail: ****.***@*******.*** Phone: +919********* / +91-33-645*****

In addition to the above responsibilities, Ayan also handled telecom regulatory & had successfully

achieved QoS compliance targets in TRAI audit f or mobility business.

Awards & Recognitions in Tata Teleservices (the programmes in which Ayan was major stakeholder)

Recognition for achieving highest customer loyalty index PAN India in FY1112 CSMM survey.

Recorded lowest churn PAN India in FY1213 in enterprise business.

Six Sigma Green Belt Project award for reduction of calls per sub at prepaid call centre with

annualized savings of > INR 6m

Lowest billing complaint for photon customers by bill explanation initiative post customization

of bill format.

Reliance Communications Limited – Service Assurance Manager Aug 2007 – Nov 2007

Ayan was responsible for streamlining post sales service support for RCOM wire line business having

product line of broadband, PRI, BRI etc. In his short tenure he had contributed towards f ield service

support restructuring and also deployed “Tech Check”, a cross functional customer engagement program

f or enterprise customers.

Xerox India Limited – Post Sales Analyst (North & East India) Jan 2004 – Jul 2007

Prior moving to Telecom, as Post Sales Analyst at Xerox Global Solutions group, Ayan was the key

stakeholder in implementing and supporting onsite consulting / managed services projects in Telecom bill

customization, generation & printing f or all the major operators across India viz. Airtel, BSNL, Spice

Telecom, Vodafone, Tata Teleservices and Reliance Telecom with annualized service revenue of INR

175m. Easy Bill by Airtel was one of the major projects which Ayan handled having PAN India

implementation with multilingual bill customization. He had also successfully implemented & supported

BSNL Billing & Printing project PAN east which yielded service revenue of INR 28m per annum.

Apart from telecom, he had also delivered projects in banking (HDFC and CITI bank) on credit card

invoicing, statements of accounts & MICR printing. During this tenure, he had gained extensive hands on

experience in Bill processing Software ( Intelliprint, RiteprintPS, VIPP, Postscript), Bill Printing hardware

Systems ( DP65, DP180 etc) and Enterprise content management solutions e.g. Xerox DocuShare.

Xerox India Limited – Customer Support Engineer to T echnical Specialist Aug 1994 – Dec 2003

As part of his f ormative years & career developments in Xerox, Ayan progressed from field technical

support to IT managed service delivery gaining experience in data analysis, service assurance, quality

tools and team leadership. As customer support engineer in he was responsible for managing field

support to all customers across east for all desktop printers & scanners segment through service partners.

As Technical Specialist with Xerox Global Solutions Group, Ayan was solely responsible for extending

24X7 service support to all major XGS customers PAN Eastern India having annualized service revenue

of INR 62m. During this period he had also successfully conducted service channel development

programs PAN east e.g. Digit for OSA, Field Accompaniment, Quality Audit and bottom 10% tech rep

adoption etc.

Awards & Recognitions in Xerox India (the programmes in which Ayan was major stakeholder)

Award for best score in PSG CSAT Survey

Business Excellence award for successful im plementation of service partner development

program (Digit for OSA).

Recognition from Director of BSNL for exemplary service delivery f or their billing system.

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Ayan Kar

E-mail: ****.***@*******.*** Phone: +919********* / +91-33-645*****

Qualifications / Certifications

BE (Electrical), National Institute of Technology, Durgapur ( West Bengal, India)

TL 9000, Information Security Management & Business Continuity Management Certified

Six Sigma Certified

Industry Experience

Telecom

IT & Office Automation

Skills & Competencies

Customer Lifecycle Management

Account Relationship Management

Billing, Collection & Retention

Service Assurance

IT & Process Consulting

Pre & Post Sales Technical Support

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