Basic Info

Abhishek Mehrotra

More than 15 years

Indore, India

Master's Degree

Manager

Work Experience

General Manager - Customer Service at Reliance Communication

Experience Details

General Manager - Customer Service

Customer Service/Support

Manager

• Responsible for Customer service operations for the state
• Lead a team size of more than 150 on rolls ; 250+ Associates ; 3000+ employees of different partners
• Servicing over 10M subscriber base ; 1000+ distributors ; 1,00,000 retail outlets
• Responsible of Revenue enhancement and Circle EBITA through customer experience across touch points
• Handling monthly Post paid Collection of 10Cr. with average collections of 98%
• Managing Inbound / Outbound Call Centre – Driving FTR and CSAT; Reduction in complaints ;
• Responsible for end to end Activation /back office processes / Regulatory compliance / Escalations for the circle
• Service @ Retail – 135+ FOFO Stores generating revenue through upsell/cross sell with service assurance
• Training and Quality @ Retail FOFO / Call Centre / CS employees
• Enhancing Self service utilization and moving towards non conventional customer servicing
• Continuous process improvement and automations through Internal and External customer VOC
• HVC management through Retention and Relations


Company Details

Reliance Communication

Indore, India

More than 1000 employees

Telecommunications

www.rcom.co.in

Sep 2015 to present (1 year 11 months)
DGM - Customer Service at Vodafone India Ltd.

Experience Details

DGM - Customer Service

Customer Service/Support

Manager

Growth Path:
Jul’08 to Dec’10 Manager - Retail and Zonal Operations Manager at MPCG
Jan’11 to Aug’13 Senior Manager - CSG & Retentions & Relations at MPCG
Oct’13 to Dec’14 Senior Manager - Customer Support Group
Jan’15 – Sept’15 DGM – CS- Projects

Key Result Areas:
• Lead a team size of more than 100 on rolls
• Addressing customer requests and resolving various complaints
• Functioning as Nodal officer for the circle and handling various escalations
• Interfacing with all functions including sales, marketing, IT, CNC and networking activities
• Conceptualising processes for new projects and product launches on CRM systems
• Accountable for launching new systems; increasing self-service usage SSK/WEB/USSD/SMS and maintaining C-SAT
• Acting as function owner for business support systems like BSCS, CRM, IVR, point of sales & inventory systems
• Managing governmental body meetings and external audits as well as other industry related meetings
• Performing UAT (User Acceptance Test) for newly launched products
• Implementing strategies with respect to company objectives pertaining to functions under the supervision of this profile
• Ensuring complaints below 2% and monitoring day to day performance, SLA and quality
• Organizing and monitoring the Circle operations and optimizing productivity by utilizing the best available resources
• Looking after CAF management, documentation compliance (pre-paid and post-paid products), TERM audits under TRAI guidelines, accurate & timely submission of documents to TERM, reduction in documentation error, resolution for customer complaints regarding documents
• Monitoring & auditing proper storage and scanning of documents through agency as per compliance and VTM requirements
• Following up for ARPU accounts for mining, positioning and relationship building
• Handling retention of voluntary and involuntary suspended subscribers through resolution of complaints and offering best fit tariff as per requirements
• Reviewing churn and developing retention tools as per the market dynamics
• Conducting loyalty programs & service camps at cluster locations to resolve issues and generating awareness among the post paid subscribers for the existing & new post-paid products
• Conducting Relationship activities to engage and ring fence high revenue subscribers


Company Details

Vodafone India Ltd. (multinational)

Mumbai, India

More than 1000 employees

Telecommunications

www.vodafone.in

Jul 2008 to Sep 2015 (7 years 2 months)
Regional Manager Operations at Reliance Life Insurance

Experience Details

Regional Manager Operations

Operations/Management

Manager

N/A


Company Details

Reliance Life Insurance

Indore, India

More than 1000 employees

Insurance

N/A

Sep 2007 to Jun 2008 (9 months)
Team Manager - Operations at HDFC Life Insurance

Experience Details

Team Manager - Operations

Operations/Management

Manager

N/A


Company Details

HDFC Life Insurance

Jaipur, India

More than 1000 employees

Insurance

www.hdfclife.com

Oct 2002 to Jul 2007 (4 years 9 months)

Achievements


• Successfully acquired fastest rollout of 10 COCO Stores across MP CG which led to fastest service expansion in MP & CG • Recognised as National Best stores in MPCG for Quality interaction and store infrastructure • Achieved retail CSAT with 90% and controlled churn from 11% to 6% • Holds credit of streamlining activation process and reduced attrition at off roll level) • Self Help Penetration moved from 25% to 45% with incremental revenue share with reduction in CPS • Received best functional Manager in JAS – 2011 ; JAS – 2012 ; OND-2013 ; JFM-2014

Education

MBA in Management

Education Details

MBA

Management

XLRI Jamshedpur, India

C / Good / 65 - 75%

N/A

N/A

XLRI Jamshedpur
2012 - 2014
BCom in Commerce

Education Details

BCom

Commerce

Allahabad Universiry, India

C / Good / 65 - 75%

N/A

N/A

Allahabad Universiry
1995 - 1998
This profile is fresh!
Last update 18 days ago.

Jobseeker photo

Profile Skills and Keywords

Call Centre OperationsCommerceCustomer ServiceDGM - Customer ServiceEnglishGeneral Manager - Customer ServiceHindiInitiativeInnovativeInsuranceLeaderManagementPartner ManagementPersistentProcess ManagementQuality AssuranceRegional Manager OperationsRetail OperationsRetentions And RelationsSLA ManagementSupportTeam Manager - OperationsTeam PlayerTelecommunicationsVodafone India Ltd.

Self-assesed Skills

Languages

English

English

: Fluent

: Advanced

: Fluent

: Fluent

Hindi

Hindi

: Fluent

: Advanced

: Fluent

: Fluent

Fields of Expertise

SLA Management

SLA Management

: Expert

: Extreme - I love it!

:

More than 7 years

Retail Operations

Retail Operations

: Expert

: Extreme - I love it!

:

5-7 years

Retentions and Relations

Retentions and Relations

: Expert

: Extreme - I love it!

:

5-7 years

Process Management

Process Management

: Advanced

: Extreme - I love it!

:

More than 7 years

Quality Assurance

Quality Assurance

: Advanced

: High

:

3-5 years

Partner Management

Partner Management

: Advanced

: Extreme - I love it!

:

More than 7 years

Call Centre Operations

Call Centre Operations

: Advanced

: High

:

5-7 years

Key Skills

Leader, Initiative, Innovative, Persistent, Team Player

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