Service Operations Project/People Management, Key Account Management

RAINY SINGH

E-Mail: ****************@*****.***

Phone:+91-869*******

Linkedin: www.linkedin.com/in/rainy-singh-081210a2/

Result-driven Agile-Scrum professional with nearly 16 years of rich and dynamic experience

across Telecommunication

PROFILE SUMMARY

•Managed entire process operations; engaged in Operations Management focusing on maximizing customer satisfaction, process compliance.

•Supervised the full project management life cycle for the implementation of highly complex, large-scale, strategic IT and business initiatives

•Expertise in mapping business requirements by review and re-engineer existing business processes to address gaps and increase proficiencies.

•Expertise in Client Relationship with managing the Customer Relationship Management Team.

•Expertise in leading and building cohesive cross functional teams and collaborating with senior executives in improving operations

•Work with cross functional teams to drive customer success strategies with an aim to accomplish corporate plans & goals successfully

•Established quality standards for various operational areas; implementing quality systems & procedures to facilitate a high-quality customer experience, while adhering to the SLA

•Exceptional communication, presentations & mentoring skills; distinguished capabilities in leading teams for developing business continuity plans, procedures and service standards for business excellence

•Scrum, Prince 2, ITIL & Green Belt Six Sigma certified professional

CORE COMPETENCIES

Project Management, Operations Management, Customer Relationship Management, Service Delivery,Training & Development, Process Management & Reengineering, Quality Management, People Management,SLA Management.

ORGANISATIONAL EXPERIENCE

(May’16 to Oct’19) with Tata Tele Business Services

Career Path

Designation: Senior Manager Governance (Service Operation Centre)

Responsibilities:

Project Management:

Directing the deployment of internally-driven projects that enhance the operational efficiency & customer experience

Driving improvements in project Delivery by reviewing budgets & timelines to ensure accuracy across all TATA products (service assurance performance) including wired & wireless technology,multi-vendor plateforms and customer related attributes

Responsible for streamlining & implementating business process re-engineering/re-designing/mapping- process intervention and revision to improve & boost system efficiency

Oversee Release Management, Event Management, Incident Management, Problem Management, Configuration Management and Change Management Processes for all wireline Services.

Maintaining partnerships & communication between support teams & service partners for further enhancement in the change management & diligence of ITIL process steps

Active involvement in UAT & Product Error Analysis to prevent the reoccurrence of incidents. Drive closure of action items for RCA in a time sensitive manner and meet all SLA s for the RCA s.

Operations Management:

Interacting with Field Operation, IT for system, tools and support, with network & product for technology, CPE and last mile evaluation; managing Service Assurance Opex AOP for Data/Voice Product

Performance & Operations Management resolution of Customer Incident in defined SLA and MTTR, Customer Service Uptime,

Reduction in faults & repeat incident in wire-line products, track First time Quality resolution & Improve customer experience

Jul’08-Apr’16 with Vodafone India Ltd.

Designation: Circle Training & Development Head)- Jun’13-Apr’16

Projects Undertaken:

To improve on getting help scores for Promoters survey

Brand Connect & customer first.

Amdocs/CRM

Repeat Reduction(0-30/LCA)

Training Management:

Conceptualizing & developing training/development initiatives & interventions for improved productivity, building capability and quality enhancement for all the Customer service LOBs

Validation & development of courses and training module & material as well as training evaluation and assessing effectiveness.

Providing strategic direction that optimizes training resources and capabilities across training department (LOBs).

Managing & monitoring Learning Management System to monitor & measure the training effectiveness

Identifying training needs across levels through mapping of skills required for different roles and analysis of the existing level of competencies

Planning, implementation and evaluation of professional soft skill development programs for front liners as per the evolving needs of business

Managing the process training, process knowledge tests & training to bridge process gaps and updating the new process requirements, identifying the learning gaps of associates and training to address the same

Business Results:

Understanding business needs, its strategic direction and identifying training initiatives that will allow a business to meet strategic goals.

Formulating training strategies for maximizing profitability & revenue generation

Facilitating solutions / content development initiatives involving mapping of business requirements and in depth evaluation of customer feedback for further improvement

Drive CSAT/NPS initiatives and improvement with service partners &Operation team

People Management: Responsible for Team Management - Role Performance, Motivation, Growth, Creating and sustaining a dynamic environment that fosters development opportunities & motivates high performance in team members.

Designation: Zonal Customer Service (Operations) Head (Jul’08- Jun’13)

Projects Undertaken

60-120 days churn reduction

Reduction is provisioning errors

Process (Process / Efficiency):

Quality & Compliance

Maintaining SLA’s for delivery and compliance achievement

Ensure adherence to Documentation process, and regulatory process

Process Improvement for Cost Reduction & Revenue Enhancement.

Managing the activities (activations & provisioning) on Billing System with accuracy

Responsible for the Quality & process adherence of Backend interface (provisioning, resolution, trouble shooting, escalation management)

Client Relations /CRM:

Managing the CRM team who are the primary contact for large account, resolve escalated client issues & work with enterprise sales team to analyse the performance indicators and reporting according to SLAs

Work with / coach customer teams to drive customer success strategies and to achieve customer success goals translated from Customer ROI and Value objectives.

Engage with sales and product team to identify expansion opportunities and work in tandem to move deals to closure anad managing revenue uplift through upselling.

Participated with Sales Team during Pursuit Phase representing Vodafone team and also evaluated costs, risk, resource requirement along with submitting the recommendations to the team during bid assurance/execo approval process.

Execute Loyalty Programmes,service camps/relationship events and address concerns and manage conflicts

Managing customer relationships through the entire customer lifecycle & ensuring retention by controlling suspension.

Business Results:

Achieving Revenue Targets and budget estimation for operations

Service & operations Profitability (Profit centre management)

Ensure consistent customer experience at all centres/touch points(CSAT Scores),review the internal & external customer satisfaction/feedback Scores & drive the same towards excellence.

Inventory management (merchandise, goodies, feedback forms, stock etc) for all the centres/touch points

Management of Customer Credits & Revenue outflow

People Management

Responsible for Team Management - Role Performance, Motivation, Growth, Training, Development. Overall Administration and Daily Operational issues.

Mar’06-Jul’08 with Reliance Communication Ltd.

Designation: Cluster Customer Operations Head

Highlights:

Engaged in Customer Relationship Management/CSG); managed and ensured the overall CSAT

Conducted Customer loyalty Programmes (Conducting Platinum Customer Meets) & Customer Reach Out Program (One to one Interaction)

Managed voluntary churn control; monitored and controlled waivers/adjustments & process adherence

Managed SLA performance,Esacalation Management, process management; ensured compliance with all Service Level Agreements thereby achieving the highest customer satisfaction results

Administered escalation management by ensuring timely, correct closer of the all escalated issue & quality of escalations; designed and implemented a daily close looping process for pro-active service management

Supervised Channel Management/Franchisee Operations (Relationship building with Franchisee, Distributor & Retailers on Customer Care Front)

Provided back-end support for overall customer care related activitied at touch points.

Played a key role in Training & Development; New Product & Process at Cluster; developed plans for CC Teams and ensured the implementation of the same

Aug’04-Mar’06 with Bharti Cellular Ltd. (Mobility)

Designation: Service Assurance Executive

Major Projects

Completed Yellow Belt project subjected on Customer Satisfaction Level (Instant Customer Engagement) of connects (customer touch points) and Green Belt project on the Call Quality Improvement of Care Touch Call Centre

Customer Smile Programme

Highlights:

To Analyse the Customer satisfaction level through Instant Customer Engagement Program and Customer Assessment Resolution

Audit and assurance for Hotline (Post-paid), Care touch, Prepaid call centre, E-mails, White mails, SMS,IVR,Service Marketing Group Process Audits,Customer Interaction Group Audits (ECRM, Prepaid complaint management, IVR Post paid, IVR Prepaid)

Manage Customer reach out program

To prepare performance score for every touch point and quality score.

Oct’02-Aug’04 with Reliance Communication Ltd., as Escalation Desk Executive

Highlights:

Implemented all process at all FSD (CIOU) and provided the feedback to respective departments for betterment and requirements of new processes, guidelines for effective customer care

Assisted in recruitment, performance monitoring and development of CIOU FSDs

Handle & support CIOU FSD for handling VIP, Corporate, High User customers through proactive contacts and handling written complaints effectively.

Responsible for timely and accurate provisioning of the services provided to subscribers taking Postpaid & Prepaid Connections

IT SKILLS

Operating Systems: Windows 98 /XP/7.1/8

Package: MS Office (Excel)

Proficient in Clarify, CRM and Internet Applications, MIS Report, Company Specific Tools

ACADEMIC DETAILS

MBA Executive(Marketing & International Business) from Amity University, Noida in 2006

M.Sc. (Microbiology) from Pt. Ravishankar Shukla University, Chhattisgarh in 001

B.Sc. (Microbiology) from Rani Durgavati University, Jabalpur, M.P, in 1999

PERSONAL DETAILS

Date of Birth: 20 July 1977

Languages Known: English and Hindi

Address: Evergreen B, Rodas Enclave, Hiranandani Estate,Thane (West), Mumbai

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