Customer Service Experience

Address: # ***,*****-*,*** ***** city,

VIP Road,

Zirakpur-Punjab

Mobile: +91-981*******

Email: ******.****@*****.***

Saurabh Jain

Career Objective:

To utilize my business skills, coupled with my sound customer service experience; towards achieving a challenging career in a growth oriented and leading edge organization; which recognizes and values individual contribution and provides opportunities for mutual growth and advancement.

Employment History:

Company name : The reunite collections

Date: Nov’16- till date

Work profile: (Joint partner) managing all operations for the one stop portal catering to ethnic needs of females.

Dealing with both international & national vendors catering to latest designer labels in formal & casual wear.

Responsible for the overall operations from procuring to customer fulfillment, with impetus on client satisfaction &

on time delivery.

Company Name: TP Healthcare

Date: Sep’13-Oct’16.

Work Profile: (Administrative manager)

Scheduled staff and monitored resource allocation to provide optimal coverage and service.

Scheduled appointments, meetings and events for management staff.

Offered reception coverage to relieve staff during absences or breaks.

Organized and maintained filing systems for confidential documents, correspondence, and reports.

Assisted in compiling monthly expense reports.

Ensured compliance with all organizational policies and procedures relating to administrative operations.

Monitored email accounts regularly and responded appropriately within established timeframes.

Tracked and submitted employee timesheets to prepare for payroll processing.

Maintained accurate department and customer records.

Answered incoming calls promptly and professionally; provided callers with accurate information or directed them to appropriate departments and personnel when necessary.

Handled incoming calls and directed callers to appropriate department or employee.

Answered phone calls and emails to provide information, resulting in effective business correspondence.

Conducted research online using various search engines to locate requested information quickly and accurately.

Provided assistance with special projects as assigned by management team members.

Maintained positive working relationship with fellow staff and management.

Created comprehensive spreadsheets tracking project progress from start to finish.

Participated in credit and collections activities.

Responded effectively to sensitive inquiries or complaints.

Monitored office inventory to maintain supply levels.

Developed administrative processes to achieve organizational objectives and improve office efficiency.

Provided HR administrative assistance to management team.

Approached customers and engaged in conversation through use of effective interpersonal and people skills.

Exceeded customer satisfaction by finding creative solutions to problems.

Company Name: Bharti Airtel Limited (Airtel)

Date: Oct’05-Aug’13.

Work Profile: (Manager - Acquisition experience) (Nov’12 –Aug’13)

As a part of AE team under Service Experience vertical with Bharti Airtel Ltd (Mobility Gurgaon) As a Business Manager of the function, my responsibility was to manage & control operations & quality of TV (tele-verification) process for Del & UN circle through a centralized outsourced call center model having both Inbound and Outbound Setup.

The key responsibilities include:

• Process KPI Managing Portfolio Coverage %, Call Quality Scores, Service Level, abandon %, TV+ ( positive tele-verification), welcome call ( on-boarding ) for postpaid LOB.

Other responsibilities-

• Capacity Planning - To ensure the portfolio has precise headcount to meet the hours requirement and defined Service Level.

• Billing/R&P - Ascertain that the portfolio is not over staffed as it can impact the profitability. Validation of Monthly Bills basis projections and required staffing

• Partner Management and Development –Responsible for Partner Management by providing support required for day to day smooth functioning, query resolution through coordination with circle, WIPRO and other Airtel support teams, monitor agent rostering ; Developing partner teams through forums like call Calibration, refreshers, team Huddles, training on SOP / New Updates, providing guidance to help them come up to the learning curve, helping them to make effective and useful MIS.

• Performance Management – To ensure that the partner & stakeholders expectation are met in terms of performance of the portfolios on a monthly basis. Monitor KPIs of TV process & ensure regulatory compliance through weekly / Monthly reviews.

• Dialer Plan & Strategy –To develop and make changes along with Partner team in the strategy on a regular basis based on the best practice of other centers, experience, trends, and inputs from Airtel campaign team to ensure the SLA’s are met.

• Quality & Audit –The call quality is an important part of the TV process as it helps in driving customer satisfaction & performance. Ensuring each interaction with customer is updated in Airtel Software .The audit of various daily to dos & business SOP’s is required to ensure that the guidelines are being followed and any deviation gets highlighted and worked upon by the Partner team. Basis updates and inputs received from business ensuring partner team is compliant to the SOP, uses them for defining frame of work for the agents and the various support functions. Ensure same is updated and changed as & when required basis new process updates and requirement of ensuring delivery on basic hygiene factors.

Professional Strengths & key achievements:

• Total experience 11+ years.

• Sound understanding of Indian Telecom Business, both Voice & Data, inclusive of critical success factors.

• Hands-on experience of various facets of Customer Service in Telecom; with expertise in OSCC partner management.

• Exposed to domestic/ international BPO environment.

• Received appreciation from Delhi Service Experience head on continuous support on the FTA process.

Appreciation from UN circle as well on the stream lining the FTA Inbound process at OSCC.

• Devised & implemented the Sop for new TV process.

• Achieved the feat of being in the top 2 centers PAN India since the inception of new FTA process in Nov’12.

• Anchored Pilot on TV+ Welcome process for postpaid PB with encouraging results & savings for the circle team.

Achieved 16 % E-bill conversion in the first moth of the pilot

• Launched the JK Multiple process on inbound model as per business requirement.

• Core member of the transitions team & helped with the transition of Effort BPO for Del circle.

• Customer Life Cycle Management- Designed & implemented OBD process for CLM.

• Designed & Implemented Communication Management process for customer lifecycle management (CLM)

through which without disturbing existing communication, changes can be incorporated.

• Adjudged best Team leader for consecutive 4 months while managing the Airtel in-house CC.

• Basic Quality Training (BQT) internally known as Yellow Belt Quality Program-Successfully implemented YB project

on reduction in short calls @ partner contact center.

Given the responsibility to handle the Outsource Call Centers- I2I Enterprises Ltd./IBM Daksh /Kochar Infotech

for more than a year (Vendor Management).

Active member of the core team that helped in the smooth transition of in -house CC to IBM Daksh Chandigarh.

Helped IBM team in transition to Icrm model for HPHP postpaid business.

Certified Dale Carnegie Training workshop-Winning with others.

Overall KPI and Vendor Management of the outsourced Partners in terms of AL, SL, Abandon %, CSMM (customer satisfaction) & Audit Scores.

Overall co-coordinator for all Customer Care activities (Ensuring right information flow) with OSCC-121/ IBM Daksh Chandigarh.

Liaison with training & quality department to ensure timely coaching and mentoring.

Ensured delightful Customer Experience & enhanced Customer's Intention to stay, through good Customer satisfaction /Call quality scores.

Analysis of call volume and framing actions & implementing the same in order to reduce the calls per customer (CPC),

by ways of atomisation and self-help.

Previous profiles handled:

Position Title: Assistant Manager -Marketing (Customer Life Cycle Management) (Sep’10-Oct’12)

Work Profile:

• End to end usage & revenue (UNR) communication for North east & Assam (NESA) & Gujarat prepaid business.

• Working with Gujarat & NESA circle teams on ensuring monthly and weekly offer plans are in place for the circle.

• Day-to-day working with circle & National theme owners for feasibility of campaign execution.

• Responsible for ensuring execution of campaigns as per circle request in best possible turn-around time (as per

pre-defined SLAs).

• Campaign analysis and scheduling and ensuring any other impact campaigns are rescheduled or killed.

• Ensuring 100% audit compliance & close loop all the audit observations by reorganizing or initiating new activities.

Position Title: Assistant Manager (CSD –RMC -Shared Services) (Jan’10 – Sep’10)

Work Profile:

• Virtualization of resources to allow cost optimization as well as leverage geographically spread call centers and utilize their

Idle resources optimally.

• Call routing & load balancing plan.

• Monitor Real time. Integrated capability model should enable Central operations team to monitor real time performance of

the subscriber interface points like bandwidth utilizations, ACD ports, IVR, agent. Cal routing changes if required.

Position Title: Sr.Executive (CSD –HPHP) (Oct’05 – Dec’09)

Work Profile:

Taking Care of the Customer Care aspect of Data Services (Blackberry, Airtel Data Card, GPRS) & entire Post-paid business for HPHP.

Key Result & Service Delivery:

Played active role in the CPC Reduction/ CSMM enhancement programs.

Handled a team of 80 agents, 4 TL's and 2 Team Manager. 2 Black berry Engineers and 1 Executive.

Partner management of OSCC’s-IBM Daksh /Kochar Infotech.

Getting the major KPI’s of partner delivered - service level, Job knowledge, call-quality & low abandon rate,

customer satisfaction scores ( ICE/CSMM )

Conducted AHT base lining for circle in order to provide optimum AHT for high level performance & contractual billing.

Previous employment history:

Company Name: AP Securitas Pvt. Ltd. Mohali ( Airtel 121 process )

Position Title: Team Leader (Apr’04 – Sep’05)

Work Profile:

Taking care of the outsource call center of Bharti Airtel (I2I) for PB Postpaid LOB, in the capacity of a Team leader.

Position Accountabilities:

Overall KPI & Vendor management through performance metrics –SL, AHT, Call quality, audits &

evaluate them against established targets.

Act as an overall coordinator for all customer care activities.

Coordinating with inter/intra departments for quick resolution.

Identifying & reporting training needs for low performers.

Prepare Performance improvement plan.

Company Name: Hero Ites Gurgaon ( BPO )

Position Title: Sr. CSR (Oct’02– Apr’04)

Work Profile:

Web marketing of financial products for US based client.

Instrumental in achieving sales target for the clients.

Company Name: Rana Informatics Ltd. Chandigarh ( BPO )

Position Title: CSR (Oct’ 01-Sep’02)

Work Profile:

Web marketing for US based clients-Helped the process leader in achieving the sales targets.

Gained required domain knowledge about the web marketing.

EDUCATIONAL QUALIFICATION:

PGDCA Chandigarh Hartron 2000

B.Com Chandigarh Panjab University 1999

PERSONAL DETAILS

Date of Birth

: 27th September 1977

Father’s Name

: Sh.Virender Jain

Marital Status

: Married

References

Available on request

(SAURABH JAIN)

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