Customer Service

RAVI BANSAL

Plot No. ***, Sector ** A, Near Dav school,Hero Honda chowk,Gurgaon

Contact No.: 095********, E-Mail:

****************@*****.***,****.******@**.******.***

[pic]

Seeking challenging assignments in Telecom Operations/ Process Enhancement/

Customer Relationship Management with an organisation of high repute.

SYNOPSIS

> A dynamic individual with nearly 6 years of experience in Telecom

Operations, Process Enhancement and Customer Relationship Management.

> Presently associated with Bharti Airtel Gurgaon, Delhi. Department: Sales

& Marketing as Team Member - CLM Prepaid Operations.

> An effective team leader with distinguished abilities in end-to-end

operations management, motivating team members to maintain deliverables

as per SLA; effectively resolved escalated issues.

> A keen strategist and planner with skills in conducting audits,

conceptualizing and effecting process initiatives to enhancing process

efficiency.

> Proven skills in ensuring adherence to the corporate parameters &

motivating team for achieving business and individual goals.

> Influencing across the organization; deft in identifying change

opportunities that will improve productivity, drive significant change

and bring transformation at the leadership-level.

CORE COMPETENCIES

Operations Management

> Monitoring the overall functioning of processes, identifying improvement

areas and implementing adequate measures to satisfaction level.

> Implementing various new measures for process improvements.

> Setting out quality standards for various operational areas and ensuring

adherence to the SLAs and work processes.

Process Enhancement

> Analysing various processes/applications and recommending modifications &

equipment calibrations to enhance operational efficiency.

> Devising systems & process changes for qualitative improvements in

productivity & reducing rejection rate.

> Conceptualizing & implementing strict measures in operating various

procedures to optimize resource as well as capacity utilisation.

Audit Planning/ Execution

> Creating the audit programs; evaluating the project risks and developing

an audit approach.

> Facilitating clear direction as well as priorities while auditing.

> Evaluating processes and relevant controls; checking for any frauds.

> Developing recommendations to address the issues detected.

Customer Relationship Management

> Mapping client's requirements, identifying improvement areas to maximize

customer satisfaction levels.

> Assessing the customer feedback, evaluating areas of improvements &

providing critical feedback to the associates on improvements and

achieving higher customer satisfaction matrices.

TECHNICAL COMPETENCIES

System Competency

> ICRM

> ECRM

> Arbor

> Billing System

> CAOL

> NMS

> Airtel Magic Application

> Different other modules like VAS SMS Application (51619), HLR

application, Switch Advance Query module, AOL, etc.

IT Competency

> Operating System: Windows 98/ 2000/ XP

> Software: Tally, MS office

CAREER CONTOUR

Since Feb '07 Airtel Rajasthan, Rajasthan, Bharti Hexacom

Ltd. Department: CSD

On the payrolls of Bharti from 1stFebruary 2007

Since Sept '10 Team Lead (Assistant Manager) - CLM

Prepaid Operations

Job Role

> Managing prepaid operation specialist lead in marketing dept. at Central

Office Gurgaon for Rajasthan & Bihar Circle, which varies from Prepaid

Promo plans creations and launching.

o Circle wise launching at central processing and management of daily

marketing operations and communications policy.

o Filtering of base according to given segmentation by Circle grid and

kpi's.

o Creation of different types of schemes like

Payment/Adjustment/PSO/Promo with single and multiple times benefit by

MAGIC application.

o Create Segments and different types of Campaigns for auto

inbound/outbound communications to customers.

o Upload and Share the base with Circle team and communicate with all

respective channels.

o Maintain all the trackers and dashboard.

Achievements

> Rewarded Silver Award for implementing of CLM 2.0 framework by CMO.

> Rewarded for highest Campaign creation within Month.

Since Nov '09 Team Lead - Service Provisioning - Post-

paid

Job Role

> Handling overall activities of Service Provisioning - Post-paid.

Activities include:

o New Activations and their authenticity check.

o VAS services provisioning for both old and new subscribers.

o Handling Number Management - Activation and creation of new

series launched with all checks.

o Coordinating with different vendors to resolve issues related

with provisioning.

o Coordinating with other internal departments to resolve issues

related with provisioning.

o Resolve the Customer complaint within TAT.

o Coordinating with Call Canter to resolve the issue related to

waiver complaints.

o Handling service requests & complains related to Billing,

Provisioning, and Service Related.

o Responsible for Co-ordination of billing complains with RAD as

to proactively avoiding & reducing complains related to Billing

discrepancy.

o Coordinating with RAD department so as to rectify and avoid

discrepancies in the billing.

o Any System Related (ICRM - toll to access Post-paid number

details) complaint issues to be taken care from all touch points

and getting resolved thru IT.

o Daily Complaints Escalations & Open SR Dump to fetch and

distribution of it to be done.

o ICRM SPOC - ICRM ID Creation, Password Change, Workflow

Management.

o Responsible for SLA & SDR, REPEAT adherence as per the plan of

action.

o To Coordinate the Vendors of different vas services to get the

direct access of URL's to reduce complaints.

> Handling team of 4 members dedicated for Service Provisioning & QRC.

> Maintaining department KPI at reward level.

> Maintaining 100% compliance of audit processes and their 100% adherence.

Achievements

> Rewarded Star of Quarter Award for achieving 100% target of activations

within SLA.

> Rewarded two consecutive Star of Day for resolving 100% issues received

in same day.

> ISMS application launch in Rajasthan Circle successfully.2010 June.

Since Sep '08 Executive - Audit & Reconciliation

Job Role

> Ensuring error free provisioning for new acquisitions & existing customer

base in Rajasthan.

> Carrying out daily audits and sorting out any discrepancies against the

specified TAT.

> Handling the daily MIS for audits as well as reconciliation.

> Coordinating the operations from all 6 zones for provisioning errors &

providing appropriate feedback.

> Adeptly carried out the auditing of the Pre Bill.

> Took charge of the documentation part such as VTM & New Activation.

> Handling New Activation for Rajasthan Circle.

Feb '07 - Aug '08 Executive - VAS- CSD Department

Job Role

> Ascertaining the error free provisioning of VAS for new acquisitions &

customer base of the Rajasthan Circle.

> Handling the timely complaints closure, related VAS & ascertaining the

achievement of the circle CSMM score.

> Managing the MIS maintenance for VAS activities.

> Maintaining the Bhartiyam Dashboard for all the VAS processes.

> Coordinating and interacting with the 6 Zones for VAS provisioning &

related issues.

Key Highlights

> Successfully activated the Internal Bill Plans & Roaming Testing Numbers.

> Handled the bulk data provisioning related to VAS for entire circle.

> Adeptly carried out the daily VAS audits according to said processes;

sorted out the discrepancies within TAT.

Achievement within Bharti:

> Played a vital role in atomizing the 5 YB Project of VAS Activation,

Alarming Cases of FOC VAS provisioned.

> Distinction of completing 8 internal audits for VAS with no N.C. Marking.

> Merit of attaining over 98% CSMM scores for regular 6 months.

> Team member of the best team awarded for the year 2008.

> Our old System migrate to New System(Arbor to new ICRM)

> All the process going to Streamline. (Audit remarks is 100 %)

ACADEMIA

2009 MBA from National Institute of management

2007 L.L.B. from University of Rajasthan

2004 B.A. from University Of Rajasthan

1998 Basic Computing Knowledge Course from System Institute of

Computers, Jaipur

2004 Professional Course of Microsoft Excel & Microsoft Access from

System Institute of Computers, Jaipur.

PERSONAL DOSSIER

Date of Birth : 24th November 1981

Permanent Address : 217-A, Padmawati Colony, Kings Road, PIN

302019, Jaipur, Rajasthan.

Current Address : Plot No. 821,Sector 10 A,

Near Dav school, Hero Honda chowk,Gurgaon.

Contact this candidate