CURRICULUM VITAE

Monisha Sahu

Contact: 912-***-**** / 909******* ~ E-Mail: addog0@r.postjobfree.com

Feb 2015 till date: Vodafone Idea Pvt. Ltd. (Odisha)

Designation - Process Lead – Service Excellence (Feb 2015 – Jan 2016)

1.Process, audits and Regulatory Compliance

To drive new process implementation to achieve standardization of external/internal processes laid down by corporate

To ensure 100% audits as per the audit calendar & process document to achieve compliance and the external audit scores as per target & ATRs to be completed as per timelines

To ensure compliance against laid down ISO norms to maintain sustenance of the ISO certification (ISO 9001:2008) on an ongoing basis for all SD processes

Discussion / co-ordination with Regulatory team to interpret exact Regulatory requirements to comply with regulatory requirements.

Execute & monitor adherence to regulatory requirements across the circle- through Compliance Master.

Implementation of new directives, as and when it comes from TRAI/DoT

2.External Audit Co-ordination & Call Calibration & CAF Audits

Coordinate for all corporate and external audits conducted for the circle SD vertical

Complete Circle Preparedness for surveillance audit and monthly ISO catalogue completion

RHD/DHD and Tele Verification Desk: Call Calibration with reference to Quality of calls & Process Adherence

Sample CAF Audit both Prepaid & Postpaid

3.Best Practices / Quality Projects and Dashboards

To action Benchmarking & Best practice sharing & Implementation and other projects

Process CTQ Analysis and Improvement

Designation - Process Lead – CIM (Jan 2016 – till date)

1.Communication Management

To ensure optimized utilization of Communication Capacity

To ensure timely communication with correct verbiages to both external and internal customers

Calculate and change communication capacity as per business requirements

2.Cost Reduction/Revenue Enhancement

Managing & Reducing Calls Per subscriber at Inbound CC

Maintaining Back end costs under Budget

3.Backend office management

Reducing Complaints and request/ subscriber

Affecting Root Cause Analysis (RCA) by taking timely corrective actions and sharing the details & recommending process improvements to stakeholders so that complaints are not repeated.

Ensuring adherence to regulatory guidelines (TCCPR Guidelines, Appellate desk, Consumer redressal mechanism)

To Plan and carry out activities to improve overall backend CSAT scores

Drive and increase My Idea app penetration and usage

4.Quality Control

Identify, Initiate & Complete TQM Projects resulting in Cost reduction, Time saving, Customer satisfaction or better KPI delivery.

5.Awards / Achievements

Winner of the Idea Excellence award for best performance

Completed 6 Sigma Projects - Black Belt (1 - Increasing INSTA recharge percentage), Green Belt (3), Yellow Belt (5)

Certified ISO auditor

May 2013 – Feb 2015: SAI International School (Bhubaneswar)

Designation – Project Consultant for Processes and Quality Management

Mapping Processes (HR processes, Administration processes, Academic Processes, Quality Assurance processes and Admission).

Identifying gaps Vis – a –vis deliverables. Recommending process rectifications and overseeing implementation

Identifying process benchmarks (International Standards) and re-engineering to enhance quality of the existing processes.

Process and System audits to ensure that processes and benchmarks are being adhered to

Significant contributions:

Was instrumental in making SAI International School into a “Microsoft Innovative School”

Instrumental in getting the school accredited to NABET (National Accreditation Board for Education and Training)

Nov 2009 – August 2012: Unitech Wireless Tamilnadu Pvt. Ltd. (Odisha)

Designation – Dy. Manager, Customer Support

1.Prepaid Retention:

Segregating customers based on APRU and AON.

Formulating strategies for retaining high ARPU customers. Building customer loyalty programs.

Introducing priority based complaint resolution for preferred customers

Co-coordinating with and training call center representatives on different retention enabling mechanisms.

Organizing Customer Meet Programs in co ordination with the marketing team

Reduce complaints/100 subs

2.Call Center:

Handling Call centre related day to day activities

Call forecasting and ensuring that CPS(calls/subscriber) & AHT targets are met

Reduce CPS as per target

Monitoring and enhancing the knowledge / communication level of call center & channel helpline regarding any new product/scheme through constant feedback.

Reduce incorrect tagging thereby reducing cancelled SR’s

Reduce Repeat SR’s

Ensure that IVR is updated with the latest products

Increase SLA % and online resolution

4. Quality Assurance:

Ensuring better quality of resolution at both frontend & backend through daily SR audit (for enquiries that cannot be resolved online).

Call Quality audits and ensuring better experience for customer through online resolutions.

5. Additional Responsibilities:

Handling Nodal and Appellate complaints.

Tracking MNP related issues and coordinating with the central team to ensure their resolution.

Handling DND related complaints.

Handling TRAI/ IMRB audits

3.Awards / Achievements

Earned Blue Knight Award for best performance in a quarter (Uninor).

Recipient of Uninor Ambassador Award for inspired conduct & initiatives that exemplify the Uninor way of work and living the Uninor strategy in action

Jan 2007 – Nov 2009: Vodafone Essar Spacetel Ltd (Odisha)

Designation - Senior Executive Post Paid & Corporate Support

1.Pre Launch Activities

Process Documentation & Signoffs

Ensure that 100% process documentation with signoffs from managers & cross functional Teams are in place

End to End Prelaunch Product & Service UAT

No product to be rolled out before end to end UAT

Maintain all documents related to UAT

Provide regular update to Team members about UAT status

Training of all customer Touch points on Applications & Systems

2.Maintain SLA's & TAT

a.Resolution of Complaint SRs within TAT. 90% of SR resolution within TAT

b.Resolution of Request SRs within TAT. 95% of SR resolution within TAT

c.Reduce complaint per subscriber as per target; <2% (2 complaints per 100 subscriber)

d.Reduction in Repeat Complaints to <5%

e.Identification & Reduction of Incomplete & Incorrect Tagging. Correct and complete tagging done by frontend through feedback and training to <5%

f.Reduction in Repeat Complaints <5%

3. Written Communication

a.Meeting 100% TAT for handling all Emails / Fax / SMS & letters

b.Simplify customer interaction

4. Relationship Building

Develop Relationship programs with customers

Plan with marketing & other functional heads about loyalty programs for customers based on C-SAT scores

Develop Service camps for corporate customers

Initiate Automation processes to increase customer satisfaction & experience

5. Other Responsibilities

Monitoring Post Paid Call center

Looking after retention activities

4.Awards / Achievements

Accredited for seamless contribution in Vodafone by getting awarded 5 “Superstars” consecutively

Bharti Airtel Limited: March 2005 – Jan 2007 (Odisha)

Designation: Senior Executive – Care Touch

1.Customer Related

Achieving 95% Service level at the care touch post paid call centre.

Ensuring that one service camp is held per month

Reduce abandoned % to below 2% at the care touch postpaid call centre.

Ensuring that tagging/ de-tagging is done once every quarter with 100% accuracy of data for upgrades

2.Process Related

Ensure 98% SLA adherence for post paid care touch customers

Ensure that Bharatiyam dashboard adherence is 100%

CSMM- Quality top to more than 50%

CSMM – Quality Bottom to less than 10 %

Reducing calls/ subject to 0.75/ month

3.Others

Doing VAS provisioning for Care touch customers

Retention of Care touch customers. Ensuring that care touch customers make payments on time trough timely reminders.

4.Awards / Achievements

Hold the distinction of receiving Six Sigma Yellow Belt for streamlining the welcome call process for Care Touch Customers

Commenced career with Staarship Technologies Pvt Ltd: July 2001 – April 2004 (Mumbai) as Customer Service Executive.

SCHOLASTICS

PG Degree (Industrial Relations & Personnel Management) from Berhampur University, Orissa in 1998.

Graduation in Sociology (Hons.) from Utkal University, Orissa in 1996.

Diploma in Systems Management from NIIT (Worked with word processing tools like MS Office and Windows, FoxPro, UNIX and C-Programming).

PERSONAL DETAILS

Date of Birth : 11th May 1976

Residential Address : N-1/114, IRC Village, Nayapalli, Bhubaneswar-751015

Additional Information:

Diploma in Systems Management from NIIT. (Worked with word processing tools like MS Office and windows, FoxPro, UNIX and C-Programming)

References: On request

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