Customer Service Management

SHWETA RATHI Mobile: 647-***-**** Email:

******.****@*****.***

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** ***** ** ********** ** Telecom

Customer Services Experience - 7 yrs

Contact Centre Management ( Process Management, Process Excellence -

Quality & Calibration, Ops Management, Transition Management, SLA

Management ) - 7 yrs

Vendor Management (Contact Centre - 7 yrs, Technical vendor - 3 yrs,

Marketing vendor - 5 yrs )

Service Marketing ( Up sell, Cross sell, Predictive Churn Management,

Usage based Campaigns - SMS Pack, ILD, Roaming, Value Packs, Internet

Packs, Base segmentation, identifying the Value drivers for Customer

behaviour, Zero Usage etc. - 6 yrs)

Dialer,SMS,IVR Campaigns.

Loyalty, Retention & Handset Upgrade Campaigns - 5 yrs

Telecom Regulatory Reporting - 3 yrs

CSAT (Top 2 box & bottom 2 box) - 7 yrs

Launch of Telecom Services - 6 Telecom Circles

Blend Process - Inbound & Outbound - UATs, Call Routing, IVRs, Connectivity

Analysis - 7 yrs.

SOPs & SLA Management - 7 yrs

Training GAP Assessment - 7 yrs

Collections & Dunning (barring & Unbarring - VBD & TBD ) - 4 yrs

New Customer Acquisition Process - Documentation 2 yrs

Company Outlet Management for Customer Services - 6 yrs

A thorough project planner & implementer with abilities in delivery

management focusing on maximizing customer satisfaction, process compliance

and quality; comprehensive experience in leading teams & multiple projects.

A result-oriented leader with expertise in devising strategies aimed at

enhancing overall organisational growth, sustained profitability of

operations and improved business performance.

Adept with Customer Life Cycle Management and possess a flair for adapting

quickly to dynamic business environments. Skilled in adopting a pragmatic

approach in improvising on solutions and resolving complex business issues.

Possess commendable interpersonal, communication & organizational skills

with proven abilities in team management, customer relationship management

& effective crisis management.

Undergone PMP Training & actively progressing toward PMP .

IT Forte: Well versed with MS- Office 2000 (MS-Word, MS-Excel, MS-Access &

MS-PowerPoint).

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CORE COMPETENCIES

Project Management:

< Planning project activities viz., scoping, estimation, tracking, change

management, delivery management & support.

< Implementing project plans within preset budgets and deadlines.

Operations Management:

< Defining service standards and guidelines that serve as benchmark for

excellent service delivery; framing work direction and plan basis the

Skill Matrix of team members.

< Setting up targets, SOP & SLA, setting and maintaining CTQ (Critical to

Quality) targets. Delivering task related to data collection, metrics,

causal analysis and process improvements

< Administering the process improvement of Quality by reducing the

critical errors through Calibration of Team.

Client Relationship Management:

< Building and maintaining healthy business relations with corporate

clients, ensuring customer satisfaction by achieving delivery & service

quality norms.

< Supervising customer service operations for rendering and achieving

quality services; facilitating first line customer support by answering

queries & resolving issues within TAT.

Team Management:

< Identifying and implementing strategies for building team effectiveness

by promoting a spirit of cooperation between team members.

< Recruiting teams and determining training needs of employees to enhance

their operational efficiency leading to increased productivity.

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Jun'12- Jan'13 : Bharti Airtel Ltd.,Mobility as Manager (Customer

Experience)

Noteworthy Credits

< Manage Circle Network Quality Strategic Partners - Ericcson & NSN &

Internal Customers.

< Responsibility of TRAI Parameter Reporting.

< Churn Management - For both Voluntary & Involuntary bucket - Network

Cause.

< Monitoring Network Performance/complaints and Key Performance

Indicators.

< Regular In-depth Analysis of Network Performance (Coverage, Quality and

CSAT)

< Quality Audits & Training need identification.

< Support the delivery of and mange the on-going operations of the customer

managed services solution in the post sales/customer life cycle

management phase of the relationship.

< Manage third party delivery to SLA for specific customer(s)

< Manage customer contract profitability.

< Identify business opportunities (DATA dynamics, cost reductions,

complaints reduction) in the customer's environment.

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Feb'11- Jun'12 : Etisalat DB Telecom Pvt. Ltd., Noida as Assistant Manager

- Center Manager (North India Contact Center)

Noteworthy Credits

< Pivotal in end to end program management encompassing delivery,

business development, quality assurance and vendor management.

< Accountable for delivery of KPIs of different Inbound profiles - 121,

Retailer Helpdesk, Prospect Helpline, Nodal & Appellate Helpline.

< Mentored the BPO Operations Team to manage Blend Process through Real

Time Management of movement of agents from Inbound to Outbound & Vice-a-

Versa.

< Churn bucket Management - voluntary & Involuntary both.

< Sustained highest productivity of the center through real time

assessment of call volume.

< Recognized for maintaining highest CPH in Outbound Process under manual

dialing by driving BPO Partner Team through Real Time Assessment.

< Credited for delivering 100% accuracy on Tele-verification calling

based on TRAI parameters.

< Ensured Audit & Governance mechanism to deliver 100% accuracy in all

Outbound Processes.

< Formulated MIS formats & ensure 100% SLA adherence in time based

Outbound.

< Deftly handled Provisioning - Activation, Deactivation of Services, VAS

Provisioning, MNP.

< Accredited as VGOOD in 6 months appraisal in EDB Telecom Pvt. Ltd.

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Apr'10-Feb'11: Videocon Telecommunication Ltd., Bhopal as Assistant Manager

Noteworthy Credits

< Accomplished all Testing's & UATs for New Project - SIM Pairing for MP

& CG in 2010-11.

< Handled the Call Center Operations encompassing:

o Call Center Setup - UATs of all Scenarios.

o Manpower dimensioning as per Sales Projections.

o Hiring at Call Center for different Processes - Inbound

(24*7), RHD, QRC, CSAT, Retention & Upsell

o Nodal & Appellate Complaint handling.

o Registration of Vendors with VTL in MPCG Circle.

< Handled Outbound Operations involving:

o Welcome Call to New Customers.

o Televerification Call - as per TRAI guidelines.

o Up sell Activity - of New Products,existing Products.

o C-SAT Calling - for Top 2 and Bottom 2 boxes.Channel CSAT

Survey.

< Pivotal in handling queues for QRC with 98% of SVRs closure Target.

< Sphere head the team for Network Complaint Resolution for ICR & Own

Network.

< Ensured Process Excellence for Gujarat & MPCG.

< Designated Nodal Officer for Videocon Telecommunication Ltd.

< Maintained Quality KPIs for all Call Centre Processes - Inbound,

Outbound- Up sell, Retention & QRC, Non- Voice, Appellate & Nodal.

< Served as Service Centre Head and recorded the following :

o Completed Agreements of all 23 Handset Service Centre (MP &

CG) of Videocon within 1 month.

o Training GAP Assessment - for all Service Partners across all

Centers.

o Designed Work flow for Smooth to & fro of Accessories & other

spares across Circle.

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Organisational Scan

Dec'09-Apr'10: TTSL, Bhopal as Circle Retention Head / Assistant Manager

Noteworthy Credits

< Managed Collection & Retention, Usage & Revenue (Post-paid) entire MP &

CG (Telecom Circle).

< Pivotal in handling Bucket Collection -30-60 & 60-90 ( Post due date &

Post barring).

< Improvised Due Date Collection/Payment Pattern.

< Recognized for attaining 90% Collection/Retention Target in Predictive

Churn Management.

< Successfully handled retrieval of Walky - 136% of the target exit

March'10.

< Handled the Collections Outbound Call Center ( Local).

< Accredited as VGOOD in all 13 parameters of 3 months Appraisal in TATA

Tele Services

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Jun'06-Dec'09: Reliance Communication Ltd., Chandigarh as Assistant Manager

Growth Path

Jun'06-Dec'06 : Management Trainee (CSD Functions)

Dec'06-Dec'09 : Assistant Manager

Noteworthy Credits

< Accountable for managing Customer Services, Collection & Retentions,

Usage & Revenue (Postpaid) & Out Bound Call Centre.

< Organizing loyalty / Retentions Programs/Revenue Days for customers with

HNI.

< Augmented the VIP / Plat / Gold / Silver Base and built excellent rapport

with this base.

< Handled Quality closure of Retention & Bill Not Delivered SRs across the

Circle.

< Assessed the Quality of Acquisition, AV Negative, Caf Pendency & Zero

Usage to control 1st & 2nd Bill Payment Default.

< Ensured consistent improvement in Customer Satisfaction Index.

< Instrumental in managing smooth operations for Collection & Retentions

through 58 Web World Expresses and 7 Web Worlds ( Company Outlets).

< Deftly handled Local Outbound Call Centre for processes like CSAT,

Dunning- VBD & TBD & Collections & Complaints and Escalations.

< Recognized for handling Complaint Management for Newly Acquired Customers

with 100% SLA Adherence.

< Credited as Commendable for the year 2007-08 and Exceptional Contributor

for the year 2008-09.

< Loyalty/Retention Programmes & Handset Upgrade Campaigns & Interactive

Feedback Sessions

< Handset HEALTH CHK/Upgrade/Customer Service Camps

< In-Touch Programme for RETAINED Customers

< Designated RELATIONSHIP Managers for KEY a/c.

< Customer Engagement Programmes : Movie Shows, Discount Coupons, Water

Park Visits ets.

< FESTIVAL Celebration at different outlets.

< Monthly Predictive Churn Forecasts for both Voluntary & Involuntary

bucket & actions to stem the same.

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Education & Credentials

2006 Master of Business Administration (HR & Marketing)

2004 Bachelor of Business Administration

2007 Post Graduate Diploma in Personnel Management & Law.

Academic Accolades

< Showed active participation in various Debate Competitions and recognized

as the State Level Speaker consecutively for 3 years.

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