Abha Gupta- PMP

Revamped customer care systems, boosting efficiency and effectiveness.

Analyzed complex data sets, optimizing payment cycles.

Streamlined complaint management system, enhancing resolution times.

Trained managers and staff on new processes and best practices.

Established website and social media presence to enhance digital footprint at Prithvi CleanTech Pvt Ltd.

Improved supply chain operations for increased productivity.

Redesigned reporting system at Tata Capital, introduced automation, and enhanced financial reporting accuracy.

Led digitization efforts and created blueprint for SME sector at Telecommunications Consultants of India Ltd.

Was a Faculty in leading Business schools in NCR teaching Marketing and CRM subjects.

• Rolled out IoT product for temperature measurement in 35,000 government facilities.
• Provided cloud-based analytics and backend support for 650 field staff.
• Conducted regular training sessions and workshops to enhance team proficiency.
• Managed website and addressed complaints to improve user experience.
• Created Training Videos.

• Achieved revenue growth by improving relationships with public sector accounts in seven SAIL offices.
• Acquired seven new private clients, contributing an additional 10 million in revenue.
• Implemented initiatives to foster stronger ties with existing clients in public sector.

Managed B2B ecommerce portal and handled tender management for government accounts.

Oversaw fulfillment processes under SLAs, vendor management, and loyalty program initiatives.

Directed sourcing and supply chain operations for Tata Steel, SAIL, and private companies.

Launched e-procurement modules in Tata Steel and integrated steel plants.

Deployed Salesforce across sales and service clouds; trained employees for enhanced engagement.

Spearheaded service automation to improve customer delivery efficiency.

Trained over 50 in-house and outsourced resources to optimize service delivery.

• Achieved business worth 40 million INR and saved 6 million INR through process improvements.

Established regulatory compliance culture across enterprise and mobility business lines.

Streamlined audit processes for 46 services, enhancing compliance scores.

Designed comprehensive audit journey from planning to report submission.

Managed relationships with TRAI to drive superior business performance.

Compiled quality of service reports, preventing penalties for the organization.

Executed process corrections and automation of critical business functions.

Conducted consumer forum workshops in 15 circles per TRAI mandate.

Mentored teams to ensure adherence to regulatory standards and effective audit management.

Launched TATA Docomo in India, overseeing non-voice processes with monthly volumes of 10 million emails.

Managed an operating expense of 15 million INR while leading a team of 6 managers and 200 associates across 4 centers.

Implemented internal escalation processes ensuring 100% resolution within defined service levels.

Achieved savings of 4 million INR quarterly through effective IT interventions, enhancing customer measurement scores.

Established a centralized nodal desk equipped to handle escalated calls 24/7.

Designed and executed strategies for process corrections, reducing repeat complaints and overall call volume.

Oversaw Oracle-based CRM management and testing of new products, optimizing customer engagement.

Mentored 15 circles on nodal and complaint management, resulting in industry-leading complaint resolution rates.

Led team of 12 managers and 600+ executives for outbound calling operations.

Achieved annual savings of INR 4 million through technological interventions in Collections and Prepaid calls.

Enhanced partner performance through identification and development initiatives.

Served as SPOC for network improvement, achieving lowest network complaints across circles.

Established zero tolerance zones to further minimize network issues.

Conducted audits and ensured regulatory compliance while collaborating with CFT for process robustness.

Identified improvement areas and implemented measures to optimize customer satisfaction levels.

• Received best circle award for lowest post-paid complaints and highest up-sales PAN India with outbound call centers.

Responsible for Hi value customer retentions. Handling a base of 50k post-paid customers with 16 CRM’s and 20 out- bound agents. Improved collections in the pre barring stage to 80%.The revenue generated was 70 million per month

Achievements: The churn rate was brought below 2% leading to a revenue saves of 24 million annually.

Achieved customer churn reduction to 2.5% through effective retention strategies.

Implemented loyalty programs via brand partnerships to enhance customer engagement.

• Oversaw retail store operations focused on upselling value-added services products.
• Secured two incentive trips to Singapore as recognition for exceptional performance.

• Provided marketing support to prominent corporate clients, enhancing brand visibility and engagement.
  Executed awareness programs and loyalty initiatives for leading brands, including SOS Villages and ITC's Ashirwad products.
  Developed innovative usage strategies for brands such as Dairy Fresh, Maggi (Nestle), KAYA, and Olitalia.
  Collaborated with cross-functional teams to optimize project outcomes and ensure brand alignment.

Established Direct Marketing and customer communication in largest organizational division.

Developed direct marketing strategies for OTC and pharmaceutical brands.

Managed direct mailing campaign of 5 million mailers monthly, including design and content writing.

Created and maintained website to support marketing initiatives.

Launched loyalty programs for REVITAL, CONVIRON, CIFRAN brands with specific sales targets.

Implemented SOLITAIRE loyalty campaign targeting 100,000 doctors.

Organized specialized conferences for doctors, enhancing brand awareness.

Established Direct Marketing department with five resources supporting 20 brands, generating $30 million revenue.

• Collaborated with stakeholders to define product requirements and user stories.
• Established processes and procedures to ensure timely delivery of high-quality products.

Managed sales strategies for both ATL and BTL initiatives across leading brands.