Vinod Raju

Tholla Mitchi Nivas, Chris Cons Avenue, Dodda Banaswadi, Bangalore 560043

Mobile: 91 - 990******* E-Mail: adlfp7@r.postjobfree.com

Billing & Collection, Customer Care, Operations & Retention Profile

Professional Summary:

Over 20+ years of experience in Billing & collection, credit verification, Customer Service, Operations encompassing Showroom Management, Churn Management and Activations. Location Handled Karnataka, Rest of Tamil Nadu and Kerala.

Forged strong relationships with channel partners for the telecom Industry

Instrumental in setting up Showrooms across Karnataka for Bharti – Airtel.

Managed Customer Camps and loyalty program that led to healthy demand for Telecom Services

Professional Achievement:

2nd level circle recognition for reducing activation Cycle time and motivating the team to

Stretch long Hours in crisis.

Rolled out the customer service operation at BTNL showrooms in Karnataka.

Achieved the best spot conversion % among all circles for Karnataka showrooms.

Churn% below AOP

Software Proficiency:

Arbor, Metasolv, Sabre, basic office management applications like Word, MS Excel etc.

Strengths:

Results Oriented: Consistent record of achieving targets well within time.

Self-driven, highly organized, enjoy new challenges and opportunities

Strong team player: Record of achieving synergy through complimenting team contributions

Highlights

Strategic Planning

Service Management

Strategic Opportunity Identification.

Incisive Market & Demographic Knowledge – Karnataka, Kerala & rest of Tamil Nadu.

Ensured successful foray in the given region, formulated service strategies and targets.

Handled national/international clients, interactions with key decision makers.

Responsible for creating, empowering and managing the Service Team.

Coached/Mentored over 50 Customer Care & Service professionals to achieve both organizational targets and employee delight.

Monitored all new process for activation and collections.

Channel and Customer Relationships

Team Management

Single point contact representing organization – Achieved balance between customer expectations and solution/service delivery. Record of consistently meeting SLAs.

Developed extensive relationships with tens of top class channel partners and ensured maximum value for end-customers.

Achieved lowest attrition rates in the company.

Ability to resolve conflicts and channel differences.

Work Experience

Welworth Software PVT LTD. Jan 2017 till Date

General Manager- Revenue assurance Billing & Collection

Broadcasting Revenue Management

DB Management

Customer Relationship Management – SMS

Provisioning of Billing in system.

Tariff enhancement and upgradation as per the industry norms.

Invoice generation.

Bad Debt Management.

Scheduling Renewals and DC of STB’s based on the payments made.

Payment reconciliation.

Providing insight on collection for the month.

Churn management.

Imparting training on billing.

Compliance on Documentation/ TRAI Regulation.

HINDUJA GLOBAL SOLUTIONS ( HGS )

Manager operation - Collection

Nov 2014 – Nov 2015

Field and tele calling allocation trough strategic planning.

Recovery of DPD 1-5 for commercial vehicle trough field team.

Accruals for the month.

Calculation of Gross margin for the process.

Process development/Improvement.

Cash Management / Reconciliation.

Field audit on cash receipt trough tele calling and TMF universe portal .(SAP )

Reduction in delinquency trough field and tele calling team.

Target setting for the month with Roll rate and incentive roll out.

Collection strategy for field and tele calling team trough opportunity pool and seasoning.

Review with team leaders and client on fortnightly basis.

KRA setting /Appraisals for team Leaders.

COSMOS ( Proprietor of a Service agency )

Companies Associated With: Bharti Airtel Ltd /Tata tele service

May 2009 – October 2014

Recovery from R3 bucket for entire Bangalore.(Bharti Airtel Ltd).

Daily MIS to head office.

Telecalling and field team review.

Ensuring cash remittance to bank.

Receipt book audit and updating on pearl software.

Retention activity trough tele calling and field visits.

Lease line collection by visiting customers on billing issue.( Tata Tele Service).

Retail Collection for L3 Bucket.( Tata Docomo).

Tata Tele Services Ltd.( Manager Collections –Karnataka)

January 2008 – April 2009

Ensuring collection in par with ABP Figures trough tele calling and field team.

Ensuring cost to collection maintained as per budget.

Bad debt to be <3% of billed value annually.

Due date collection to be at 70%.

Agency management

Retrievals at 100% voluntary and 120% on involuntary. Target set by corporate.

Churn to be <3% on gross base.

Ensuring timely dunning protocol on unpaid subscribers.

UMR and FMS monitoring

Bill printing and delivery process.

Initiating legal on unpaid accounts. (PLA).

Receipt book management.

Attrition Control.

Bharti Airtel Ltd. (Asst Manager – Billing and Credit Control -Rest Of Tamilnadu and Kerala)

March 2006 – December 2007

Ensuring collections to be more than the billed amount and hence creating a healthy Business atmosphere.

Ensure live bucket collection to be more than 98%.

Ensure within due date collection at 80%.

Ensure reduction of Bad Debts to a level of 1%.

Reduction of OG barring to 2%.

Instrument Retrievals.

Key responsibility on achieving retention target as per the budget commitment (less than 1.5% of the net base).

Ensuring right customer on board trough field credit verification and D-Duping.

Ensure activation cycle time well below the SLA.

Process Compliance for all CSD Related Processes.

Service Audit Scores for Collection and Retention to scale up as an indication of best process compliance.

90% of the team members to be certified.

Team Building and Motivation.

Controlling Attrition Level.

Tata Tele Services Ltd. (Sr Executive CSD Operation ROK)

December 2003 – February 2006

Customer retention activities, for churns from Key and SME accounts.

Bill Curing and processing.

Handling a customer retention field team for residential and PCO segments.

Identifying and resolving customers service issues to reduce involuntary churn on dunning, based on pro-active interaction with customers thru tele - calling and field visits by the retention team.

Retaining segment-wise revenue, based on identifying and interacting with customers showing a revenue drop thru ARPU analysis, to identify and resolve usage blocks.

Key responsibility on achieving retention target as per the budget commitment (less than 1.5 % of the net base).

Monitoring and maintaining the customer service front ending processes, through showrooms.

Maintaining service standards at showrooms through Mystery shopping evaluation.

Administrating performance evaluation and reward & recognition for customer service team.

Ensuring collections to be more than the billed amount and hence creating a healthy business atmosphere.

Ensuring right customers on board trough a field Credit Verification team. Monitoring and reviewing the team on a monthly basis.

Conducting customer camps and Loyalty programs for better C Sat results.

Ensuring Welcome visit to be completed within 7 days of activation and giving feedback on the key findings.

Ensuring Activation cycle time to be in par with the target.

Implementing changes in process to facilitate smooth operations.

Ensuring 100% accuracy in terms of Login, no wrong or incomplete documents taken.

Touchtel. Bharti Tele Net Ltd. (Customer Care Officer)

January 2002 – December 2003

Customer retention activities, for churns from Key and SME accounts.

Handling a customer retention field team for residential and PCO segments.

Identifying and resolving customers service issues to reduce involuntary churn on dunning, based on pro-active interaction with customers thru tele - calling and field visits by the retention team.

Retaining segment-wise revenue, based on identifying and interacting with customers showing a revenue drop thru ARPU analysis, to identify and resolve usage blocks.

Key responsibility on achieving retention target as per the budget commitment.

Showroom / Touch point Management.

Monitoring and maintaining the customer service front ending processes, through showrooms.

Maintaining service standards at showrooms through Mystery shopping evaluation.

Customer Feed-back form analysis and implementing corrective actions based on it.

Handling escalations of customer complaints, requests and enquiries and resolving the same coordinating cross-functionally

Regular visits to showrooms at circle HQ & ROK on hand holding and streamlining the customer care front-end.

Recruitments and training of the customer care team at showrooms.

Administrating performance evaluation and reward & recognition for customer service team at showroom.

Jet Airways Ltd.( Customer Care Assistant)

June 1998 – January 2002

Handling Ticketing and Reservations

Handling Flight enquiries, Check in and Boarding Gate.

Handling Region of Aircraft movement and parking. (RAMP)

Flight Editing and Roster.

Handling passenger complaints thereby improving the service standards.

Personal Information

Date of Birth : 27th July 1978

Marital Status : Married

Education:

Bachelor of Hotel Management - Bangalore University.

Trainings:

Completed training program on Excellence in Customer Service and basic of Telecom & CDMA organized by Tata Tele Ltd.

Completed training program on Quality Fundamentals & Customer Service Processes.

Completed training on QES – Quality Education System.

Completed course on Grooming and Airport Handling organized by Jet Airways.

Languages:

English, Hindi, Kannada & Tamil.

Contact this candidate