Professional Experience

Key Positions

Professional with 19Years of rich professional experience in Customer Care, Sales and Marketing (dealer sales and direct sales) BPO Operations and vendor management. To exemplify further: Customer Service Delivery, Customer Relationship Management, Customer life Cycle Management, Contact Centre functioning, Operations, Process reengineering, Loyalty Program management, Vendor evaluation finalization & performance measurement /management. My Experience spans across Telecom (GSM, CDMA and Fixed), BPO, Utility, Retail, Office Automation and Automobile Industry. Two years of part time experience is attributed to Office Automation Industry, in Sales and Marketing.

Key Competencies:

Good Analytical Ability, Process Re-engineering, IT Knowledge, Experience in setting up BPO Operations. Visibility to good practices in HRD, General Management, Finance and Operations.

Industry Specific Domain Knowledge

Telecom, Office Automation, Retail & Utility – petroleum, electricity distribution companies.

Functional Proficiencies

Customer Service Delivery Operations; Contact Centre Operations; Utilization of technology to improve the effectiveness & efficiency of processes - like IVR, SMS based application; CRM deployment, Loyalty Program for Retail Company. Managing top & bottom line targets.

Details

26th of April’07 – 31st of August’09 ADITYA BIRLA RETAIL LTD. Mumbai. General Manager Central Operations

Head Central Operations Group

Responsibilities would include Vendor identification, evaluate & finalization, transitioning & program management of outsourced processes which includes all customers facing activities apart from other important activities cutting across all the departments of the organization. To elaborate further:

• Set up a third party Contact Centre for ABRL
• Development of required software to support operations and enable performance evaluation.
• Development of CRM for Home Delivery and Customer Feedback Mechanism
• Set up IT & Application support Mechanism for stores, Ware Housed and Offices across India.
• Devised and Implemented Operational Processes for Customer Loyalty Program.
• Improved the store replenishment from 35% to 98% through Process Improvement.
• Set up Infrastructure and Operational Processes for managing Customers e mails
• Improved the quality of Masters and effectiveness of Promotional Schemes at Stores
• Management Information System Dashboard for Top Management

January 2005 – 25th April’07RELIANCE INFO STREAMS Pvt. Ltd. Mumbai. Head Operations

Head IVR Operations

To manage Operations and Maintenance of IVRs for all the Clients of RBPO and ADAG companies. It involved Inbound IVR and IVR Out Calling. Following are the core activities of the function:

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