Afshan Shubaily

Work History

Reliance JIO Infocomm Ltd

Mumbai

02.2015 - Current

Analyze, Track and Monitor Sales and Participation Performance (Hourly, Daily, Monthly & Yearly). Exception Reports Preparation
Gathering the requirements of Business and applying actionable insights in reports for action. Responsible for highlighting concern area.
Responsible for ensuring operations readiness and stability
Closely working with Tableau team to Designs Dashboards at JC, State & NHQ level for better visibility on Plan vs Achievement Team
Handling – To develop new reports and delegate tasks to team- 25 BONDS members. Primary activity is to drive sales PAN India.
Posting Communication w.r.t Scheme, Recharge Plans etc to all Channel Partner through Partner Central and Clever Tap.
Field Testing & UAT for new Functionalities , APK Releases - Close interface with S&D Vertical Leads , Application OC, TOPS & CS OC teams
Supporting on SOP’s, Process, Policy & System awareness Interacting with state team and keeping them updated on Key functionalities development
PRM id wise KPI Targets are uploaded on monthly basis for view and action for State/ NHQ Team.
Resolution of Concerns raised by geography team in agreed SLA to support timely business transactions
Identify Key burning issues and doing RCA, impacting Business & Performance
Setting up War Room along with cross functional teams to facilitate Geography Teams during New Application /Process Release (DKYC Process ,Billing, FOS App , New Jio POS APK Roll out , Partner Central On boarding, Enhances to FIORI Migration )

Vodafone Cellular Ltd Pune

08.2008 - 02.2016

To manage and drive the revenues of the selected accounts in large corporate segment through effective Account management, Upselling of Products, Lead Generation, Revenue Growth and profit whilst complying with agreed budget, policy guidelines and regulatory norms
Participating in various Projects along with Customer Service, Marketing and Operation teams to develop process and system improvement, new retention categories.
Conceptualize and manage a diverse range of customer retention campaigns and initiatives Technical Service Management, Upselling of Products and Customer Life Cycle Management
Regular review with Stake holders and Senior Level Engagement.
Delivered exceptional Sales & Service to each customer by listening to concerns and answering questions.
Closely worked with inter department team to achieve Sales goals by identifying new business opportunities and prospect.

Vodafone Essar Ltd

Mumbai

01.2005 - 07.2008

Ensuring that all customers’ queries are well-investigated and resolved
Maintaining professional strong working relationship with external and internal customers, colleagues, and customer service management
Identifying and escalating consistent or recurring problems with the systems functionality.
Taking ownership of enquiries, effectively handling any customer issues to ensure suitable resolutions for customers.
Effectively managed customer complaints, providing smart solutions or escalating to management when necessary.
Ensured customer service stayed excellent, attentive and helpful by proactively going the extra mile to assist customer needs.
Handling inbound/outbound customer’s queries with respect to GRPS and APN services
Auditing calls based on set parameters
Preparing Roster, Handling lucent and training new recruits.