Deliver through discovery; with new eyes, new ways. Get people along to walk through and create milestones, together. Most complex of business issues need right mindset, appropriate competencies and accurate execution.
In a results-focused and insightful career of 24 years, I have built up expertise in customer service and operations across the telecom and manufacturing industry segments. Over the years, I have been associated with reputed industry leaders such as Reliance Jio, Jindal Steel & Power, Bharti Airtel, Bharti Infotel, Essar Cellphone.
My efforts have been focused on providing efficient and effective customer service across a typical life cycle of all customers, across segments. This includes setting up, scaling up and heading customer service operations for different product/business lines/geographies, and delivering on ever changing customer expectations.
Over the years, I have headed and managed Customer Touch Points and Call Center operations and ensured improvement in the CSAT scores leading to business enhancement. Demonstrated operational and management skills through process improvements, managing teams of varying sizes, process creation/revisions, effective reporting and more. I have also handled billing and collection processes amounting to multi-crore rupees. Formed strategic partnerships and alliances with multiple agencies for ensuring smooth and seamless execution of customer service operations.
Believe in adopting a customer-centrist approach and focusing on qualitative outputs across all deliverable. Also, I am deft at monitoring performance, analysing status & progress reports and manage complex business challenges with strong work-ethics, interpersonal communication, relationship management and analytical skills.
