Customer Operations - Service Delivery

** *****+ of rich experience with a blend of Process and Call Center Operations Management, Customer Service Delivery, BPO Operations, Customer Experience, Project Management, Vendor management, Quality, Marketing and strong knowledge of Telecom Processes through exposure to various Telecom and Pharma verticals and functions. Proficient in revenue optimization by initiating cost reduction projects, improving efficiency, propagate best practices & service automation and establishing sustainability. A proven track record of providing exceptional customer service and teamwork. Strongly committed to customer service with the ability to ensure high quality and timely expedition of customer requests, resolve any issues and win customer loyalty. Strong experience in process transitions. Competent to create win-win relationship with customers while ensuring customer satisfaction by achieving delivery and service quality norms and thus leading to repeat and referral business.

Work collaboratively with external strategic partners, as necessary, to monitor, manage and deliver exceptional customer experience. Understand customer issues and develop new solutions to enhance customer experience and reduce cost. Expertise to Design and review end-to-end customer experience at different touch points in customer journey and provide recommendations on moments of truth. Adept in developing service strategies according to the set targets and actively involved in controlling service deliverable as per given SLAs. Excellent communication, project and people management. Focused on establishing solid partner communications to drive client initiatives. Exceptional temperament to multi-task and coordinate various activities under high pressure and time constraints. Analytical abilities and creativity to build up competitive advantage and contribute to the growth of the business.

KEY AREAS OF EXPERTISE

Service Delivery

Customer Experience

Project Organization

Call Center Operations

Escalations

Operations Management

Quality & Audit Control

BCP Rollouts

Vendor Management

Process Improvements

Process & System Transitions

Outsourcing

Business Intelligence & Analytics

Onboarding

Budgeting

Documentation Management

Vendor Management

Service Partner Management

Channel Management

Team Management

Employee Engagement

Training & Development

BPO Operations

Transition Management

Customer satisfaction

Back Office Operations

Project Management

Process SOP’s

CAREER HIGHLIGHTS

Successfully over-achieved all parameters related to call center since inception- including Forecast accuracy, Service level, Abandonment, AHT, Manpower variance, Interaction CSAT, Quality Scores, repeat interactions.

Successfully migrated the Call Center across 4 Centers in India.

Working on a project to scale up the Customer Service and centralize the Call center for 100+ countries

Led Reverse pick up project for product replacement resulting into reduction of replacement TAT from 15 days to 2 days

Cost Reduction Projects -

-Reduction in Calls per subscriber (CPS) from 0.34 to 0.24 by taking various initiatives

-Successfully launched E-KYC – Aadhar based activation process– Pan India. This project involved a co-ordination with sales, customer support, legal & regulatory, IT, Retail. This was a major project to ensure the new activation in less than 2 mins. Successfully launched Aadhar based EKYC process @ Vodafone store/Mini stores/ADVMS and Retailers. With the focused approach the EKYC penetration was increased upto 50% resulting in huge cost savings for the company

-Initiated document shredding process to shred the documents of customers churned prior to 3 years. Achieved cost savings of 2 Cr in 1st Phase.

Successfully migrated service partners application & Server in Vodafone secured network ensuring data security.IT security Project.

Launched Local IVR for Prepaid Call center & New IVR for Dealer/Retailers that has resulted in reduction in calls and significant cost saving.

Initiated upselling activity at Inbound Call center. First circle to generate 1Cr + monthly revenue through upselling the products at Call center

Appreciated and awarded for initiating ‘Wrong SR Reduction’ project which helped in reducing error from 25% to 5%.

Initiated various projects at back office in order to reduce waiver related complaints.

Awarded with Vodafone for taking various initiatives to reduce TAT and Cost savings

EXPERIENCE & ACHIEVEMENTS

Roche Diabetes Care India Pvt. Ltd, Mumbai, Maharashtra (Mar 2018 – Present)

Customer Service Manager

Responsibilities

Responsible for India Call center, Back office and other customer service verticals. Responsible for enhancement in Customer experience and operational efficiencies. Co-ordination with global team for India operations. Responsible to drive Global projects for Customer Experience enhancement. Ensure smooth functioning of the Call Center, including high quality complaint resolution, query resolution, reporting, monitoring and stability of operations.. Develop process and service delivery SOP’s for India customer service operations. Partnering with call center operations team, and through on-site visits and training, improved agent proficiency. To plan and determine call center strategic/ operational initiatives by conducting needs assessments, performance reviews, call forecasting, capacity planning, defining user requirements and productivity, quality, and customer-service standards. Support campaign planning process by providing input on time allocation for campaign development, execution, and overall opportunities. Work with Global team members to design and create a standardized reporting data model to more efficiently support reporting on Customer service initiatives. Review customer journey to identify pain points, preferences and opportunities. Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, employees.

Projects & Accomplishments:

Involved in setting up Customer service process in different countries.

Working on Project to establish and centralize the Global Contact Center

Led transition project to move from incumbent third-party call center and fulfillment provider to new provider. Transition, including system setup, training, and process movement completed in 60 days

Established and documented customer care policies and procedures

Streamlined operations for Inbound, Outbound, Bio Hazard unit & dispatch unit.

Launched Chat and Social media process for India Operations.

Designed and implemented standards to enhance the customer experience for all on and off-site customer facing departments including Sales, Call Center, Bio Hazard and Third-party logistics.

Integrated qualitative insights into Continuous Improvement projects to align the overall improvement to customer experience and customer-centric thinking.

Supports the development and execution of the CX strategy and initiatives roadmap to drive differentiation between Company and other brands

Revenue generation by creating Campaign and Offer management for upselling activity at Call Center

Set up of Bio hazard unit basis Global standards

VODAFONE INDIA LTD: Mumbai, Maharashtra ( Oct 2006-Mar 2018)

Service Delivery Manager/ Manager DMS Operations -Corporate (April 2015 till Mar 2018)

Responsible for the customer service strategy and execution for Pan India. Manage the Governance of End to End CAF management / subscriber verification process. Define the DMS partner strategy, planning and execution keeping in view the business and customer needs in collaboration with technology team and circle operations team & audit team. Facilitate Automation/Process Changes that will enhance - Customer Experience- across all customer touch points. Achieved revenue optimization by minimizing costs, improving efficiency, propagate best practices & service automation and establishing sustainability. Provide inputs to the Corporate Service Delivery Team on - changes/practices- that can benefit all circles. Responsible for driving key initiatives and strategies towards driving Partner management for New Acquisitions. Facilitate Industry Benchmarking and Sharing of Best Practices across all circles through regular audits.

Projects & Accomplishments:

Successfully completed BCP in 10 circles to improve the efficacy in operations and balance the business between partners.

Ensured < 2% rejections month on month basis.

Initiated Image CAF processing (Scan based activation) to ensure enhanced operational efficiency and faster activation. Improvement in TAT by 25%.

Initiated Simex process @ MBO’s for faster simex and improve customer experience. TAT improved from 24 hrs to 4 hrs with the automated process.

Ascertained shredding of churned documents prior to 3 years, achieved cost saving of Rs. 2 cr in first phase.

Successfully migrated service partners application & Server in Vodafone secured network ensuring data Security.

Deputy Manager Enterprise Back Office-Corporate (Oct 2013-Apr 2015)

Provided the necessary leadership and direction to ensure high levels of performance for National back office operations. Resolved escalated customer incidents to preserve relationships with enterprise clients nationwide. Increased customer loyalty by meeting product service level agreements. Developed and evolved business practices to triage, prioritized and managed critical customer issues while coordinating with Coordinate with billing, network, sales, fulfilment and other cross functional teams. Monitored team’s performance with regards to Service Request processing, Repeats management, Contact %, C-Sat %, Credit monitoring and other stipulated criteria’s.

Projects & Accomplishments:

Identified process/product gaps and took necessary action in order to reduce customers complaints related to waivers.

Received award for initiating ‘Wrong SR Reduction’ project that helped in reducing error from 25% to 5%.

Key role in consolidating and standardizing different processes followed pan India.

Deputy Manager Service Partnership Management – Contact Center Operations (Oct 2006-Oct 2013)

Responsible for Contact Center Vendor/Channel operations for the Circle CS. Conceptualized & implemented strategies to enhance operational efficiency and ensure adherence to all the set parameters to enhance the efficiency of various aspects of the service delivery cycle including quality metrics. Guided and trained employees and kept them informed of the policies, procedures pertaining to code of conduct, soft skills etc. Conducted one on one sessions, daily team huddles and displayed consistent performance. Evaluated & monitored the vendor payments against the actual SLA and compliance achieved. Responsible for managing all Call Center helplines for Circle-Prepaid, Postpaid, Data, Dealer/Retailer, COCP.

Projects & Accomplishments:

Successfully managed all the Call Center Helplines – Prepaid, Postpaid, Data, Dealer/Retailer, COCP – Overall call volume – 50 Lakh+ Calls Per Month

Streamlined the forecasting module to achieve 99% accuracy in terms of anticipated volume.

Rewarded with the title Megastar award by Circle CEO for reduction in Calls per subscriber (CPS) from 0.34 to 0.24.

Completed Green Belt Six Sigma training and worked as a team member on Six Sigma project of Repeat SR reduction– Highest reduction of repeat SR% from 25% to 5% for PG category.

Repeat SR reduction project – Achieved highest reduction of repeat SR% from 25% to 5% for PG category.

Successfully migrated the Call Center from Mumbai to 4 location across India.

Initiated language based call routing Process to different call Center locations basis the language selection.

Valued by Circle Sales head for launching IVR for Dealer/retailer Helpline

Successfully achieved the Budget target for call center on a regular basis

Essayed a key role in launching TV IVR process.

IBM DAKSH BUSINESS PROCESS SERVICE PVT.LTD: Pune, Maharashtra (Aug 2005-Oct 2006)

Assistant Manager

Measured, monitored, and improved the standard of service support delivered for all customers for Airtel prepaid customers in Maharashtra and Goa territories. Motivated a top-notch staff to provide excellent customer service in addition to superb technical support. Established, implemented, and monitored systems and procedures to enhance timely and efficient workflow. Created and fostered best practices, standards, service-level agreements (SLA’s), and communication standards, process compliance & Quality management, Complaint handling, Retention, Business Process Development, Re-engineering & Special Project implementation triggered through external & internal CSAT/quality results, to deliver high customer satisfaction levels. Accountable for interviewing prospective job candidates, hiring and retaining employees, providing performance reviews, training, development and mentoring of teammates.

Projects & Accomplishments:

Key role in improving on boarding process and actively participated in the recruiting, selecting and interviewing of front-line employees.

Call/Complaint per subscriber reduction through RCA’s & Preventive Actions

Received Best AM awards for excellent performance.

Appreciated by clients on several occasions for excellent customer service.

E2E SERWIZ SOLUTIONS PVT. LTD: Pune, Maharashtra ( May 2004-Aug 2005)

Team Leader Operations

Spearheaded the entire gamut of activities including attending to customer queries and addressing their issues as a Senior Team Member. Dexterous in effective management of customer relation operations and ensured maximum customer satisfaction providing quality service and ensured adherence to service quality norms. Resolved escalated customer incidents to preserve relationships with enterprise clients nationwide. Increased customer loyalty by meeting product service level agreements. Developed and evolved business practices to triage, prioritize and manage critical customer issues. Led a team of over 50 agents.

Projects & Accomplishments:

Contributed in reducing the process documentation error percentage from 22% to 2%.

Played an integral role in migrating the process from Pune to Mumbai including training and ensured the smooth transition of the process.

Received Best TL award for excellent performance.

Process Transitions/Migrations, Scheduling, Resource Planning & Cost Optimization

Received special award for initiating Process Guide (Book); which was adopted by training team and has become an integral part of training module at E2E Serviz Solutions.

Masyv Mgmt Services Pvt Ltd – Tata Teleservices: Pune, Maharashtra (Sep 2003-May 2004)

Customer Care Executive-Operations

Served as a basic point of contact for VIP customers of the company with complaints, queries, request, feedbacks etc. Ensured that all the request, queries and complaint of customer are responded in a timely and professional manner through email and telephone. Achieved set targets of the firm by the stipulated deadline.

Projects & Accomplishments:

Appreciated with Best CSE award for outstanding performance and customer care.

EDUCATION

MBA (Marketing Management) at IndSearch, Pune University, 2005

B.Com at Pune University, 2001

TECHNICAL PROFICIENCY

CRM, Genesys Application, Avaya CMS Supervisor, MS Office.CPOS, Filenet

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