Customer Service Call Centre

Man Mohan Swami

Cell No.-91-987*******

E-Mail: adbrl2@r.postjobfree.com

Preferred Location: Rajasthan

Ready to move –Across India

Aim to pursue senior level assignments in Customer Service-Complaint Management & Call Centre, Operations, and Collection with an organisation of high repute.

An astute professional with 20 years of experience (Telecom and Hospitality)

Call Centre backend support for Mobile, Landline, Data connections, Leased line, Broadband.

Complaints Management-Resolution of Customer complaints within SLA, Reduction in Repeat Calls & Complaints.

Contact Center Cost Target achievement within allocated Budget

Outbound Call Centre management for Service Request and Complaints closure by out calling to customers

Closely follow-up and coordination with field team for Fault corrections within SLA.

TRAI Regulation Compliance- QS Parameter-Billing, Call Centre accessibility, Fault Percentage against wire line customer base Team management, Cancellation, Refund etc.

Collection of Rajasthan Circle-Govt., Corporate and Mass customers

Sales & Marketing of Internet Leased line and Broadband Services in Rajasthan.

Lead generation, Feasibility confirmation and closure of Leads.

Liasoning with Government Authorities.

Working with Miracle Group of Companies as a Manager-Customer Service since Dec 2019.

Worked with Kappa Internet Service Pvt. Limited (ISP) as a Branch Manager since July 2018, handling Sales & Services of Internet Leased line and Broadband Services to 30th November 2019.

Worked with Sistema Shyam Teleservices Ltd. (MTS), Jaipur in Customer Service as Senior Lead Heading Complaint Management for wire line, wireless, Broadband and lease lined customers & Call Centre (2013-2017) for Rajasthan Circle.

Credit Control & Collection for Rajasthan Circle (2004-2012).

Worked with ITC Hotels Limited-Welcome group Hotel Rajputana Palace Sheraton Jaipur in Finance & Accounts during (1992-1997 & 2001-2002).

Green Belt Holder in Six Sigma Project approved by TQMI.

Complaints/Fault Management & Call Centre Responsibility since year 2013

TRAI (Telecom Regulatory Authority of India) Regulation Compliance

Credit Control & Collection Experience since year 2004 to 2012

Proficiency in preparing collection plans, delegating the targets and developing overall and case specific strategies to recover money.

Developing and implementing need-based plans / strategies for maximizing profitability & revenue generation for channel partner & realize organisational goals.

Monitoring subscriber’s accounts & developing reports to ensure compliance with legal statutes & initiating strong legal action in case of continuous payment default.

Generating MIS report on customer retention and collection performance for apprising the top management.

Tracking the First Bill Defaulter (FBD) and Second Bill Defaulter (SBD).

Examining credit related customer complaints.

Coordinating with regions for resolution of operational issues.

Finance & Account Experience since year 1992-1997 & 2001 to 2002

Sep’92-Feb’97 with ITC Hotel- Welcome Hotel Rajputana Palace Sheraton, Jaipur as Assistant Supervisor-Finance & Account

Feb’01-Jan-02 with ITC Hotel- Welcome Hotel Rajputana Palace Sheraton, Jaipur as Supervisor-Finance & Account

Key Deliverables

Ensuring timely process of expenses vouchers.

Monitoring timely payment to vendors.

Tracking banking on daily basis.

Looking after MIS- Operating P & L Account, Segment wise revenue, revenue vs. cost analysis, expenses vs. budget analysis and ageing review.

Preparing expenses budget for entire hotel as well as coordination for revenue budget with HOD’s.

Training subordinate staff.

Coordinating with eminent lawyer for legal case.

Reward & Recognition

Received Best Employee Award for Month and Quarter in ITC Hotels Limited during 1992-1997

Best Employee in October 2004 in Shyam Telelink Ltd. within 2 month of joining.

Best Employee for Quarter award every year since 2013 to 2017

Excellence award for Outstanding Performance in Fault reduction by CEO –MTS India.

ACADEMIA

MBA (Finance): Newport University, California, U.S.A., Indian study Centre, Jaipur in 1996.

M.A. (Public Administration): Rajasthan University in 2003.

B. Com.: Ajmer University in 1990

PERSONAL DETAILS

Date of Birth : 15th October, 1971

Linguistic Abilities : English, Hindi and Rajasthani

Address : P.N.34, BALAJI VIHAR –II, GOVINDPURA, KALWAR ROAD-JAIPUR-302012

Call Centre Cost Reduction- Achievement – Cost maintained within Budget

Repeat Complaints Reduction by Quality Resolution-Achievement-<3%

Complaints resolution within Service Level agreement-Acheivement-95%+

Quarterly PMR & CGR Report Submission in time

Conducting Customer Outreach Programme

Quality of Service Audit Compliance-Billing, Call Centre Accessibility, Cancellation, Refund

Collection Plan, Allocation and Achievment-98%

Credit Control-Monitoring Time Based and Value Based Dunning Back

Handled Collection of Raj. Circle –Govt. & Mass Market Retail customers.

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