Customer Service Manager

Objective

To obtain a permanent position as “Store (Operations) Manager” utilizing my techno managerial and Interpersonal skills in full capacity, thereby rendering fruitful growth to my organization as well as my professional career.

Professional Experience

Competent professional with 8+ years of mixed experience in the areas of Store Management, Quality Analyst and Operations Manager working with TELECOM giants and DIGITIZATION companies in INDIA.

oServed as “Asst. Manager Value Utility Services [VUS]” for SPICE DIGITAL LIMITED (“providing Value Added Services [VAS] globally to more than 50 operators with operations in more than 30 countries”) responsible for testing e-Commerce Websites, Business Applications and Customer Service including:

–Assisted the General Manager in the areas of Merchandising, Operations, Customer Service and Human Resources within a high volume store location

–Hire, train, supervise and developed a large team of Associates

–Consolidate & Report Sales in the area/zone; Handling Service Complaints promptly;

–Analyzed Business Specifications and developed Test Plans, Test Cases, Scripts and execute them to ensure VUS & VAS are delivered to customer satisfactorily.

–Monitored the defect tracking process, trouble shooting and generating customized graphs and reports. Logged defects in Quality Center (QC), JIRA, Footprints and ServiceNow.

oServed as “Store Manager” for RELIANCE INFOCOMM (“Company has a customer base of above 118 million including over 2.6 million individual overseas retail customers”) managing day-to-day retail operations including, Sales Target (Planned vs Actual), Inventory Mgmt., Customer Service & Retention, Staff hiring, Store Merchandising & Procurement, Cash handling and management, Daily Status & Incident Reporting and UAT for eCommerce Website and PoS (Point of Sales) in store.

–Managed the daily activity of the sales floor, backroom, front end and cash office

–Assisted the store manager in meeting or exceeding assigned sales plans and target metric objectives within the assigned store.

–Subscription / Contract Mgmt. (Activation, Cancellation, Renewals)

–Worked closely with engineering team in corporate office to report the status electronically and discuss the testing aspects of the eCommerce applications.

oServed as “Back-end Operations Manager” for TATA TELESERVICES (“company offers integrated telecom solutions to its customers across wireline and wireless networks on GSM, CDMA & 3G platforms”) leading a team of 12 team members (tech + non-tech”) to manage, support and address customer queries, complaints from subscribers related to telecom services provided.

–Assist customers with their questions, problems and complaints

–Deftness in monitoring compliance with the SLAs & work processes, with effective resolution of escalations within turnaround time.

–Performed UAT testing with Business Users on GSMA, CDMA & 3G devices for various call offerings.

oAbility to support and sustain a positive work environment that fosters team performance. Possess proactive attitude, capability to think in & out of the box.

oAbility to manage, develop and motivate a large team

oAbility to run corporate communications & presentations with concise reporting & metrics

oSkilled in solving issues and risk assessment. Can provide overall direction and management for problem resolution.

oResponsible for sending weekly status reports showing progress and future testing efforts to the QA Manager.

oWorked with development team to ensure that the productions issues are resolved.

oParticipated in meetings with developers to discuss enhancements and modifications.

oInvolved in facilitating formal review meetings with project teams and developers to report, demonstrate, prioritize and suggest resolution of issues discovered during testing

oThorough knowledge of Internet standards (HTML, HTTP), web site design principles and software usability practices

oStrong hands on experience in testing Commercial Websites and Business Applications.

oExperience in Testing both WEB and Client/Server environment.

oExperience in testing database applications of RDBMS in ORACLE, PL and SQL Server.

oExcellent communication, interpersonal, intuitive and analytical skills.

oExpertise in participating actively in the meetings & tele-conferences with Users, Business Analyst team, Development team, QA team members and Managers.

Mar 2012- May 2013

Company : Spice Digital- VUS Support http://www.spicedigital.in

Roles : Asst. Manager- Operations (Call Centre), Noida, INDIA

Spice Digital Limited (SDL), is a market leader of Mobile Value Added Services (MVAS), mobile applications and Internet products & services. Part of the Spice Connect – a US $2 Billion conglomerate. Thriving on innovation since 2000, SDL is engaged actively in the field of:

Telco Solutions Enterprise Mobility Solutions Mobile Advertising Financial Services

SDL is also the innovator of the services like Mobile Radio, Mirchi on Mobile (Radio Mirchi), and BGM that is background music during call along with live feed from religious shrines on mobile. SDL has delivered various products and services over IVR, SMS, USSD, WAP & App with over 50 operators across 30 countries worldwide & over 40 Enterprises and has exclusive tie ups with Government organizations and Enterprises to provide mobile solutions.

Responsibilities:

Ensure team leaders are trained and motivated to perform their tasks

Ensure attrition is within 5% on monthly basis.

Identifies and develops high potential staff as a back up & succession planning at all levels.

Ensure staff is adequately trained to perform the tasks assigned to them.

Monitor individual performance and providing timely /specific feedback to individuals in a constructive manner.

Conduct team meetings for sharing information, reviewing team progress on deliverables/projects etc.

Ensure staff is engaged & motivated-indentify/address concerns.

Encourage staff to have yearly leave planning.

Ensure regular progress/feedback is communicated to TL/QA & team members.

Ensure annual appraisals are conducted as per guidelines & completed within the stipulated deadlines

Identifying the training gaps & taking corrective actions for its fulfillment.

Implementing Migrations/Organizational Changes

Work closely with Manager to ensure process migrations/ organization changes are properly planned and communicated to staff.

Ensure successful implementation of migrations / changes as per plan / guidelines/frameworks provided

Dec 2004- Dec 2010

Company : Tata Teleservices Ltd, Agra Zone, INDIA

Role : Executive-Customer Service Delivery

Tata Teleservices Limited, along with Tata Teleservices (Maharashtra) Limited has a wide presence across key geographies, spanning over 19 telecom circles and operations in towns and villages across the country. The company offers integrated telecom solutions to its customers across wireline and wireless networks on GSM, CDMA & 3G platforms. In 1996, Tata Teleservices Limited was the pioneer of the CDMA technology platform in INDIA.

My Responsibilities: -

Customer Service Backend:

Routing customer complaints & products features to the respective functions.

Manage client interactions and customer support at higher levels.

Weekly & Monthly review of Service Operations for the Zone.

SLA adherence / complaints per Subs adherence for Agra Zone.

Handling chronic billing issues for the zone.

Retention & Loyalty activity for the zone.

Root cause analysis and implementation of proactive resolution.

Retail Service Operations:

Motivating and grooming the retail team.

Conducting regular review meetings with team.

Maintaining a track on the Quality of the front office.

Handling, Scheduling and maintaining Service levels of the front office Team.

Responsible for coaching of Team.

Responsible for knowledge sharing among the agents.

Information updates, Customer Education material at retail touch points.

May 2003- Nov 2004

Company : Reliance Web World (A Reliance Infocom Service point), Agra, INDIA

Role : Assistant Store Manager- Retail

Reliance Communications is India's foremost and truly integrated telecommunications service provider. The Company has a customer base of above 118 million including over 2.6 million individual overseas retail customers. Reliance Communications corporate clientele includes over 39,000 Indian and multinational corporations including small and medium enterprises and over 290 global, regional and domestic carriers.

Responsibilities :

Activation of new subscribers and compilation daily activation report.

oRecorded cash in register at end of shift/closing and prepared bank deposit statement.

oAssisted Store Manager in analyzing customer trends, solutions to decrease losses and shrink.

oMaintains proper inventory controls, facilitates inventory transaction and bulk counts as

odirected by senior management.

oKeeps daily record of store sales, scheduling, damages, mismates, deposit log, employee discounts, new hire paperwork, paid outs and visitor log.

Welcome calls to all subscribers for update and reconfirmation of services offered.

Handling walk-in subscribers visiting Web world.

Recording of request / complaints and its resolution to end-users.

Out calling to the subscribers on daily basis after resolution of their complaints.

Co-ordination with district branch for subscriber related activity.

Handling walks in sales and lead generation thru references.

Nov 2002- Apr 2003

Company : Escotel Mobile Communications Ltd-

Position : Customer Service Executive, INDIA

Responsibilities :

Recording of request / complaints and its resolution to end users.

Out calling to the subscribers on daily basis after resolution of complaints.

Maintenance of complete back office data for faster resolution.

Handling of collection MIS

Out calling to High Users (Club Royale) and ensuring complete satisfaction for services

Achievements & Training

Achievement:

TATA Town hall “Superstar” award for year 2006-2007.

Adjudged Best Customer service executive for June 06’, Aug 06’, & Jan 07’ (Agra Zone)

Completed Two Six Sigma GB Project on

oReduction in First Bill Default for Agra Cluster. This project resulted in cost saving of Rs. 18L.

oReduction of Complaint on Payment Not Posted for UPW. This project resulted in cost saving of Rs. 12M.

PROPEL Certification for Six Sigma Team - Part of Agra winning Team for 2005-06’

Process development for

oE-Mail updation for UP West subscribers

oImplementation of Customer Feedback Forms at touch points

oTelephonic recharge of prepaid accounts

Trainings Attended:

Six Sigma Green Belt – By Motorola University Singapore, (7 Days Program for Six Sigma)

Trained Customer Service Professional – Tata Teleservices Corporate Training

Service Plus – by MDF Escotel Mobile Communications Ltd, for developing the service oriented work environment

Education

Master in Business Administration (MBA) from Agra University year.2004-07’

Master of Commerce (M.Com) from Agra University year.2004’

Bachelor in Information Technology from Manipal University, India, year.2001

E-Commerce Aptech Certified Computer Professional (E-Accp) from Aptech 3 yr. course

Personal Details

–Work Authorization : Green Card

[Shweta Agarwal]

Contact this candidate