Customer Service Management
Resume:
RESUME
Sapan Maskara
South Anarkali
New Delhi 110051
Contact No. +91-971*******
E Mail: *********@*****.***
_
CAREER OBJECTIVE
Motivated and extremely determined, I aim for an opportunity within the business and
marketing arena to merge my initiative, enthusiasm and learning and to add value to the
organization as well as for myself. My targets include being a part of a dynamic team and
organization that strives towards gaining competitive and strategic advantage.
CAREER SUMMARY
• Result oriented professional with 7 years of experience.
• Effective communicator with excellent relationship building & interpersonal skills; strong
analytical, problem solving & organizational abilities.
• Team player with go getter abilities.
• Extensive Data Management skills, with proficiency in MS Excel & knowledge of MS
Access.
WORK EXPERIENCE
1). Currently working with Duronto Technologies Pvt Ltd (Travelkhana) from 5 th Dec 2013 to
till date as Senior Executive (Operations)
Job Responsibilities:
Project – Food on Bus
• Added Make My Trip and Rail Yatri as a business partner and used their online portal to
book food for Travelkhana
• Lined up kitchens and managed (daily follow up for in and out)
• Lined up stores for delivery and managed also designed the outlets for marketing
• Designed reports as per requirements
• Follow up with other online portals
Channel Management
• Lined up new Restaurants across India.
• Lined up Travel Agency for bulk business across India
• Managing day to day business
Team Management
• Supervising and helping Field staff and Vendors, implement processes at grass root level
• Monitor and evaluate the selection and performance of field staff
• Preparation of Marketing strategy
Relationship Management:
• Motivating the team to achieve high standards and targets.
• Maintain good relations with Vendor / Agency in achieving the overall objective
• Coordination with Vendors and Agency for delivery, billing and promotions
2). Worked with EKO India Financial Services Pvt Ltd. from 9th April 2011 to 31 st July 2013
as Senior Executive (Operations and Sales)
Job Responsibilities:
Account Management
• Checking for the customer account opening forms received for completeness and
correctness via vendor
• Follow up with the Area Manager about Migration of Forms
• Coordination with SBI, ICICI and Yes Bank for Migration and Code approvals
• Maintain good relations with branch / channel/regional managers in achieving the overall
objective of both EKO/ and the banks the company is associated with
Sales and Training
• Conducting New CSP On boarding trainings for SBI, ICICI and Yes Bank
• The two kinds of training were conducted On the Job training and Classroom
• Preparation of Training Content
• Preparation of Training Assessment Questionnaire
• Monthly and Weekly report to support department
• Supervising and helping Field staff and SCSP, implement processes at grass root level.
• Monitor and evaluate the selection and performance of field staff.
• Help CSPs and SCSPs in achieving targets and resolve issues if any
• Have successfully procured 33 new codes and another 6 have been selected after
identification done by Super CSP and field staff.
• Managing a total of 50 Customer Service Points (CSPs) for State Bank of India (S.B.I),
ICICI bank and YBL with two Distributors and a team of 12 field staff.
Logistics and Operations
• Daily outbound logistic coordination
• Planning for the material to be printed
• Coordination with courier vendors
• Maintaining and update of inventory sheet and POSM tracker on daily basis
• Audit of Signage and Flange installed by Vendor
• Sharing of data for background verification with Vendor
• Action according to report
Additional Responsibilities
• Maintaining Database of Sales and Marketing.
• Generating Reports and MIS on Daily, Weekly and Monthly Basis.
• Preparing PPT’s for Meetings.
2). Worked with Virgin Mobile India Pvt. Ltd. from 8th March 2008 to 7th March 2011 as
Associate Sr. Executive (Service Operation Prepaid/Post paid)
Job Responsibilities:
Service Delivery Efficiency
The overall purpose of the role is to work, lead and manage all service ticket
•
management & experience center related activities like closure of all complaints at
the circle level requiring personal interface & field coordination. (HSIA field related,
ASC related, Nodal complaints, customer issues faced & reported at all touch
points for prepaid & postpaid operations across all products for the hub
(State/Region).
• Responsible to ensure market leading C SAT and complaints per 1000 customer topping
industry benchmark being achieved by VMI month on month at the lowest cost to service
per complaint. Constantly initiate and drive SLA, process and systems improvement to
retain complaints within set target, 100% compliance to regulators and reduce cost to
service per complaint.
CAF Management
• Have taken care of CAF operations for CDMA / GSM & HSIA prepaid & Post postpaid for
MU region.
• End to end CAF management and VTM audits CAF submissions.
• Coordination between the sales team and the CAF vendor for smoother and faster
resolutions.
• Quality checks and timely audits for maintaining the industry benchmark.
• Timely auditing the scanning and uploading activity at the CAF vendor’s premises.
Cost To Serve
• Ensure operations & processes are managed within the allocated cost with very high
focus on continuously reducing costs & managing a lean and efficient business.
Team Lead
• Ensuring that staff are motivated, monitored and measured in line with company targets
and performance standards. Responsible for making sure that any gaps in performance
or quality are quickly identified and addressed. Producing accurate reports on team
performance for senior managers.
• Preparing daily workloads for staff & coordinating the daily allocation of work.
• Motivating the team to achieve high standards and targets.
• Mentoring and training up junior and new staff.
• Monitoring & reporting on standards & performance targets.
• Handling all types of complaint.
• Handling escalations.
Business Partner Management
• Direct management of various service partners like Handset, Authorized Service Centers,
Installation & Repair Agencies and Distributors & Retailers.
Additional Responsibilities
• Resolution of Billing and Payments related complaints.
• Monitoring and analysis of Billing and Payments related complaints to ensure prevention
of related errors.
• Closing of buckets
• Reduce churn rates
• Process co coordinator in deactivation and reactivation process.
• Ensure correct up dating and audit of tariff and offer related information in the intranet,
accessed by front office agents, during customer queries and interaction.
• Created Vendor management audit and control processes.
• Directed training, development and performance standards for all collectors
Created, tested and managed loss prevention programs with Regulatory Agencies
• Updated Quality rigor around operational processes.
Manage 6 8 non exempt staff responsible for service delivery.
•
• Monitor a team of agency managers responsible for zero days + delinquency.
• Delegate & monitor targets to the teams.MIS.Handling collection agencies.
• Ensure high level of quality deliverable & customer satisfaction.
• Maintaining MIS for complete prepaid and postpaid data.
• Maintaining complete data in Excel and power point.
• Maintaining report of different process in Excel & Access.
• Handling the postpaid operations for welcome letter process, Welcome call & Address
verification process.
• Handling the operations for loyalty customers.
ACADEMIC QUALIFICATIONS
B. Com (Hons.) from T M University Bhagalpur
STRENGTHS
Innovative and effective problem solver. Eager to learn new things and constantly
upgrade skills. Self motivated and committed. Highly organized and dedicated.
PERSONAL DETAILS
FATHER’S NAME : Mr. Chandra Prakash Maskara
DATE OF BIRTH : 1st Feb 1989
MARITAL STATUS : Unmarried
RELIGION : Indian
LANGUAGES : Hindi & English
HOBBIES : Games, Music, Cricket
(SAPAN MASKARA)
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