***, ****** ****, *** ****

Billerica, MA *****

Phone : +1-978-***-****

Email: qtlv45@r.postjobfree.com

Mridula Tikoo

PROFESSIONAL EXPERIENCE SUMMARY

• Total experience of 12 + years

• Handled Customer Support(Postpaid & Prepaid),Operations , Training, MIS, Call Center, and Quality

• Recruitment and Induction

• Process Compliance and SLA Management

• Handling VIP/CIP/Corporate customers

• Handled Credit Control Functions at Cluster Level

• Customer Satisfaction Score Management

• Managing Distributors, Franchisee & Key Accounts

• Human Resource

CURRENT EMPLOYMENT : Kumon

From : Mar 2011

Role : Assistant Teacher (Part Time)

PREVIOUS EMPLOYMENT

Organization : FundooData.com

From : Dec 2007 – Mar 2010

Role : HR Lead

Assignments

• Recruitment, Workforce Planning and Diversity

• Performance Management and Reward

• Workplace Management and Relations

• A Safe and Healthy Workplace

Organization : Reliance Communications Limited

From : Jan 2003-Aug 2006

Role : Cluster Postpaid Lead- Customer Care

Responsibilities

• Customer Lifecycle Management

• Conducting In-house Trainings

• Prepare and maintain Training calendars.

• Devise effective methods to measure Training effectiveness..

• Organize Prepaid service camps

• Customer Sat Score Management

• Mentoring Team Leaders /FSDs in the day-to-day business operations.

• Quality Adherence(audits, SLA Management) to enhanced C-Sat scores

• Customer Retention

• Benchmarking Competitive Stores & Experiences in order to deliver a better experience to our customers.

• Induction of new postpaid customers Management and Awareness

• Ensuring & adhering to Credit policy norms of Customer creation; Credit Dunning & easy Collections of Buckets 0 – 30 days

• Escalation Management, root cause analysis, & eradication of Recurring complaints of entire Cluster

• Process Management as per Service Level Agreement

• Minimization of Churn through proactive & reactive measures -- voluntary & involuntary with credit control

• Organize Handsets/Billing service camps

• Coordinate & Implement relationship activities for set of subscribers -- customer meets, offers & promotions, event based activities Operations

• Monthly Cluster Analysis and Individual Analysis for Performance Management

Role : Asst Manager Back office

Assignments

• Implementation & Review of Systems and processes to optimize performance efficiency

• Training of Customer Care professionals in Direct & Indirect Channel

• Managing a growing customer base with minimal customer churn

• Customer data analysis / Month end Analysis

• Recruitment & setup of Customer Service back office & FSDs

• Handling VIP/CIP/Corporate customers

• Set up of localized Call Center activities

• Defining & strategizing Field Customer Services & Collections process

• Designing & detailing of Customer Services Processes for Call Center & Circles

• Competition Benchmarking with emphasis on customer service & processes

Organization : AIRTEL, Bharti Cellular Limited

From : May 1996 – Dec 2002

Role : Team Leader-Customer Operations

Assignments

• Handling Customer Audit Scores – Quality Assurance

• Handling Access scores (Employee Satisfaction and Motivation).

• Coordinating all the pre and post activities for new product launch.

• Maintaining the Service Levels.

• Recruitment for Outbound team

• Handled activities related to pre and post launch of Prepaid Services.

• Handled QRC at the onset of its setup.

• Contributed in the initial setup of customer delivery related activities

• Escalation Management

• Individual analysis based on incentives, call audits, internal quiz, team performance.

• Month end analysis based on daily MIS.

• Induction for new recruits

• Customer Retention

• Preparing training schedule and calendar.

• Conducting in-house training (process and product).

ACHIEVEMENTS

Won Awards for highest customer satisfaction and team results at Bharti Airtel ( India's largest Telecom service provider in India)

QUALIFICATIONS

Bachelor of Arts from Delhi University (DU) in 1996.

WORKSHOPS & TRAININGS ATTENDED

• Developing the Supervisor for Call Centre Management (Hotline Training, U.K)

• Customer Care through Communication (Corporate Arms)

• Corporate Breakthrough (Manford Trust)

• Business Results through quality (IQL, New Delhi)

• MS Office (NIIT)

• Building Leadership through Effective Communication (NIS Sparta)

• Presentation Skills (NIS Sparta)

PERSONAL INFORMATION

Date of Birth : 10/02/1975

Visa : L2

Work status : Eligible to work in US

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