Pramod Dharmaraju Hyderabad, India

Customer Service Professional Mobile: +91-955*******

Email: ad125e@r.postjobfree.com

SUMMARY

Customer service professional with 22+ years of experience leading a team in driving service operations, franchisee management, partner well, network setup, upselling, cross-selling & customer delight in Telecom & DTH sectors. SKILLS

Planning & Execution

Training & Development

Team Building

Conflict Resolution

Performance Review & Analysis

Active Listening

Customer Retention

Agility to learn new things

EDUCATION

Master’s Degree in Business Administration – MBA (Marketing)

Bachelor's Degree in Science - B. Sc (M.P.C)

WORK EXPERIENCE

(Formerly known as Tata Sky Ltd)

Manager-Field Service Delivery, A.P & Rest of Telangana Apr’20 to Jan’23 Assistant Manager-Field Service Delivery, Hyderabad May’14 to Mar’20

Responsible for strategic planning and strengthening of network.

Monitored Territory- KPI & SLAs.

Supported ASI in long term problem solving-root cause wherever required.

Franchisee profitability and management.

Revenue generation by driving the initiatives like upsell and cross-selling.

Lead a team of territory managers, service partners, CCOs & service engineers for service delivery in the territory and ability to think Big Picture.

Adhered to ensure the smooth workflow and resolution of compliant following organization’s processes and policies.

Provided inputs in selecting, developing and retaining the quality manpower at ASI & CCO in the region (including direct & indirect manpower and vendors)

Resolve retailer & distributor service concerns by visiting the market along with sales team.

Surprise field audits at at regular intervals to ensure quality of installation by service partners.

Sun Direct TV Pvt Ltd

Zonal Retention Lead Oct 2013 to May 2014

Warangal, Karimnagar, Nalgonda & Khammam

Collaborated with key retailers & distributors in retaining walk-in customers who request for cancellation of services by offering best fit LDP churn packs.

Managed buckets wise churn management.

Appointed third party vendors and executives for device recovery & equipment from customers falling under >90 bucket.

Coordinated with CS Team in retention and resolving the service requests of customers who fall in churn buckets.

Trained and educated the backend tele-calling teams of third-party vendors at regular intervals with new offers-promotions & churn products.

Planning & execution of customer service camps at rural locations along with the distribution & third-party vendor teams.

Retained customers by resolving service issues by arranging executives at customer’s doorstep.

Recognized ongoing training needs, provided product & process training/ refreshers on regular & churn products to executives at retailers, distribution

& third-party locations.

Reliance Communications Lt-

CIPG Lead (Cluster Customer Care Lead) Mar 2008 to Oct 2013 Hyderabad, Secunderabad & Visakhapatnam

Managed level 3 postpaid, prepaid & PCO escalations.

Appointed and lead the ASC team to resolve and close all service requests mapped to the cluster within SLA.

Resolved Nodal, CEO & Appellate desk escalations end to end.

Ensure 98% customer satisfaction for the cluster.

Conducted handset service & customer loyalty camps to retain customers and manage churn.

Recognized training needs for new joined, conduct refresher training programs on soft skills and product/process update to customer service executives at Reliance Mobile Stores & Prepaid Distribution Team.

Audited service outlets periodically to ensure customer care quality, hygiene, ambience.

Processed tests and conducted fortnightly online product & for CREs to improve their skills.

Coordinated with stores, ASCs, distributors, key retailers and O&M team in closing all pending handset related escalations & technical issues.

Resolved technical queries of ASCs/ assisting ASCs in handling complex problems to ensure seamless delivery of quality service to ensure customer delight.

Tata Sky Ltd

Field Service Coordinator Jul 2006 to Mar 2008

Hyderabad, Rajahmundry & Rayalaseema

Oversaw full-cycle management of field service process.

Coordinated with Team leads in scheduling shift planning and work order schedule.

Prepared MIS Management/Reports with accuracy.

Trained in system operations for the team at service partner locations.

Lead customer support & complaint management.

Supported customer relationship management with Siebel (CRM) software applications in field service operations and product configuration. Reliance Infocomm Ltd

Zonal Operations Executive Jun 2004 to Jul 2006

Hyderabad & Secunderabad

Managed a team of customer care executives and level2 escalations.

Oversaw the processing and scrutiny of various applications requests, complaints & disputes.

Tracked daily activities & movement of resolutions.

Conducted refresher & training programs for customer care executives on the new process and updates at regular intervals.

Monitored & track customer walk-in MIS at stores on daily basis to analyze & check the pendency of escalations and new lead generation.

Escalated the high-end issues to senior managers and kept the track of same by updating the MIS.

Reliance Infocomm Ltd

Customer Care Associate Sep 2003 to May 2004

Hyderabad

Oversaw customer’s queries related to Billing and Payments on time.

Ensuring customer satisfaction by providing first time resolution and appropriate solutions.

Customer retention and delight through timely and appropriate after sales service.

Nettlinx Limited

Technical Support Executive Feb 2001 to Aug 2003

Hyderabad

Provided troubleshooting tips while attending customer’s calls with internet connections.

Educated the customers in installing and configuring of modem drivers, browsers & mail software.

Explained the customers about the company products, new offers, booking of new orders from customers & get them closed by forwarding the leads to CSP’s (channel sales partners).

Maintained good rapport with the CSP's, assisting them with issues such as disabling accounts, changing usernames and educating on new promotions.

Generated MIS reports on complaints and inquiries received on a daily, weekly and monthly basis.

Participated in activities like service campaigns and launching of new products and services at CSP’s.

Indian Market Research Bureau

Field Executive Jun 2000 to Jan 2001

Hyderabad

Fixing appointments from customers who are using a particular product/ brand and taking interviews using a pre-designed questionnaire to measure the customer’s level of satisfaction

AWARDS AND RECOGNITION

TOP GUN 2021-22 Tata Play Ltd

In recognition of all-round efforts in improving service delivery and enhancing customer service experience by enabling better business growth–measured through a National Level Score Card.

Promoted as a MANAGER- FSD in April 2020

Business Initiatives Champion AP & TL for the year 2018-19 Field Service Audit Master Blaster South for the year 2016-17 Field Service Achievers South for the year 2015-16 Personal Details

Date of Birth: 5th Aug 1975

Address:

#Sai Krupa, 16-2-836/A/23

LIC Colony, Saidabad-500059

Hyderabad, Telangana, India

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