Alwin Rajeev Premchand
Kolkata,WB
Summary
Dynamic and results-driven Senior CRM Professional with over 26 years of expertise in Customer Service, Account Management, and Business Development. Proven success in guiding startups from Pre-Seed to Series A funding, with strong skills in vision setting, team building, product development, and financial management. Adept at leading large multi-location delivery units with over 6,000 FTEs across BFSI, Telecom, and Tech Support sectors, demonstrating resilience and adaptability in fast-paced environments. Committed to driving business development and operational excellence while enhancing revenue and profitability through ethical leadership and strategic initiatives.
Overview
14
14
years of professional experience
3
3
Certifications
6
6
Languages
Work History
Sr Analyst
TEOCO Software Private Limited
10.2024 - Current
- Payment Processing: Execute daily customer payments via phone, online portals, or automated systems, including handling suspended payments.
- Billing Reconciliation: Review and reconcile customer accounts to ensure accuracy in usage, rates, and charges.
- Dispute Resolution: Investigate billing discrepancies, resolve customer payment inquiries, and handle collections.
- Compliance: Ensure all payment transactions adhere to company policies and regulations.
Entrepreneur
Fur Babies Pet Store & Spa
09.2020 - 09.2024
- Built strong brand recognition and customer loyalty by delivering high-quality products and services consistently over time.
- Improved customer satisfaction with exceptional project management skills and timely delivery of products and services.
- Managed financial aspects of the business including budgeting, forecasting, cash flow management, and financial reporting to stakeholders.
- Determined business plan, mission statement, and vision.
Regional Director / Multi Country Manager
Hexamatics Bangladesh Limited
01.2019 - 03.2020
- Setting a financial target for various regions.
- Creating an annual strategic plan for the regions.
- Providing training sessions to the sales team members.
- Identifying problems in the sales department processes and addressing them.
- Preparing profit and loss reports for senior management.
- Serving as an active participant in the regional sales team meetings.
- Providing constructive feedback to the team members.
- Maintaining a healthy relationship with the existing and prospective customers.
- Working in collaboration with the Marketing team to organize large events and workshops.
- Ensuring to maximize the profit margin in the assigned region.
- Presenting the regional sales report to the Sr management.
- Supervising the day to day operation of the multiple offices.
- Adhering to all the rules and regulations of the organization.
- Hexa Business was founded in 2002 as a company that provides HR and business outsourcing services to technology, telecommunications, and banking clients. Hexa Business has over 1,000 employees working at ten different locations worldwide, which gives the company the ability to manage and execute a variety of customer needs. Hexamatics Servcomm specializes in providing HR outsourcing solutions. These services include HR administration, HRIS software, payroll services, HR consulting, recruitment, legal compliance, employee passes, and employee contracts. Hexamatics provide these services to local and foreign entities that wish to acquire these services.
Director Customer Service
Pathao Limited
01.2018 - 12.2018
- Develop and implement strategies to enhance the overall customer experience and drive customer satisfaction and loyalty.
- Lead and manage the customer service team, providing guidance, coaching, and support to ensure high performance and achievement of departmental goals.
- Oversee the daily operations of the customer service department, including handling customer inquiries and resolving escalated issues in a timely and professional manner.
- Establish and maintain effective communication channels with customers, ensuring their needs and concerns are addressed promptly and to their satisfaction.
- Analyze customer feedback and data to identify trends, areas for improvement, and opportunities to enhance the customer experience.
- Collaborate with cross-functional teams, such as sales, marketing, and operations, to ensure a seamless customer experience and alignment of customer service goals with overall business objectives.
- Develop and implement customer service policies, procedures, and standards to ensure consistent and high-quality service delivery.
- Monitor and assess customer service performance metrics, such as response time, first contact resolution rate, and customer satisfaction scores, and implement corrective actions as needed.
- Stay informed about industry trends, best practices, and emerging technologies related to customer service, and proactively recommend innovative solutions to enhance customer service operations.
- Foster a positive and collaborative work environment, promoting teamwork, professional development, and employee engagement within the customer service team.
- With a hope to accelerate the establishment of digital Bangladesh, Pathao provides an app based solution through ride sharing, food delivery and e-commerce logistics services. By harnessing the power of technology, Pathao aims to provide all services in one platform.
Vice President - Key Account Management
Azure Knowledge Corporation
11.2014 - 12.2017
- Lead the Account Management team with a customer-centric approach, prioritizing customer success and growth
- Develop and execute proactive customer retention and expansion strategies
- Analyze customer experience and health metrics, identifying key indicators and trends
- Educate and influence peers and the team on marketplace dynamics and successful strategies
- Contribute to the development of new product and service offerings based on customer needs
- Maximize the effectiveness of Account Management tools and resources
- Act as an escalation point for complex negotiations, optimizing deal structures
- Promote a positive, diverse, and inclusive corporate culture aligned with company values
Vice President - Account Management
Teleperformance India
09.2011 - 10.2014
- Vice President –Account Management -Jan 2014 - Oct 2014
- Achieved a customer retention and satisfaction score of 98.5% from HQ on VOC and Ratings received by Key Clients
- Developed and executed business strategies to ensure seamless organizational operations.
- Delivered quality support for generating new business development opportunities and attaining maximum customer satisfaction.
- Achieved GM% of 58% Annually against a target of 55%
- Achieved Nett Margin of 13% against a target of 10%
- Reduced Attrition from 19% to 5% month on month
- Single handedly launched a 200 seater process for a Fortune 500 Client (3rd Largest Smartphone seller worldwide) handling Recruitment
- CRM / PRI Lines / System Integration
- Training and Go Live
- Reduced billing outstanding from 12 Cr to 60 Lakhs in 2 months
- Stabilized client / partner relationship by engaging with both teams and resolving pending issues
- Increased billing across clients by 30% MoM
- Supported Ops Teams in reducing attrition and increasing productivity
- Increased Partner Ranking Score from #12 to # 1 for 3 Quarters
- Vice President –Operations (Account Head for Largest Telco) - Jan 2013 - Jan 2014
- Led a Team of 10 Managers and 7000 workforce across Indore and Jaipur managing India’s largest telecom operator’s Customer experience.
- Determine call center operational strategies by evaluating team results and objectives.
- Maintain and improve call center operations by monitoring system performance and identifying and resolving problems.
- Meet financial targets by estimating performance requirements and preparing annual budgets.
- Present monthly and annual call center action plans and objectives.
- Director - Operations - Sept 2011 - December 2012
- Led a Team of 6 Managers and 4000 workforce across Indore managing India’s largest telecom operator’s Customer experience.
- Determine call center operational strategies by evaluating team results and objectives.
- Maintain and improve call center operations by monitoring system performance and identifying and resolving problems.
- Meet financial targets by estimating performance requirements and preparing annual budgets.
- Present monthly and annual call center action plans and objectives.
Education
Bachelors of Commerce -
St Josephs Commerce College
BangaloreHigh School - undefined
Bishop Cotton Boys School
BangaloreSkills
Strategic Ops Planning
Continuous Process Improvement
Adoption to Frameworks
Budget and Cost Control
Client Relationship
Enterprise Change Management
Stakeholder Management
Revenue and Margins
Growth Strategy
MS Office
TALISMA
ZENDESK
AVAYA
TalkDesk INC
Certification
Six Sigma Green Belt - Idea Cellular - Aug 2004 - Sep 2004
Interests
Off Roading, Moto Cross, Car and Bike Restoration
References
Available On Request
CAREER EVOLVEMENT
- Tata Teleservices Ltd (Docomo ) – Kolkata, India Sr Manager - CSD Operations East - July 2010 - April 2011
- Bharti Airtel Lanka Pvt Ltd – Colombo, Sri Lanka Manager - CSD - June 2009 - July 2010
- RDS Business Solutions Pvt Ltd – Kolkata , India Sr Manager - Aug 2005 - June 2009
- Idea Cellular Ltd – Hyderabad , India Manager - Training May 2004 - Aug 2005
- ENCORE Event Management & Event Engineers Pvt. Ltd – Asst-Manager - Special Events - Aug 1995 to April 2004
Timeline
Sr Analyst
TEOCO Software Private Limited
10.2024 - Current
Entrepreneur
Fur Babies Pet Store & Spa
09.2020 - 09.2024
Regional Director / Multi Country Manager
Hexamatics Bangladesh Limited
01.2019 - 03.2020
Director Customer Service
Pathao Limited
01.2018 - 12.2018
Vice President - Key Account Management
Azure Knowledge Corporation
11.2014 - 12.2017
Vice President - Account Management
Teleperformance India
09.2011 - 10.2014
High School - undefined
Bishop Cotton Boys School
Bachelors of Commerce -
St Josephs Commerce College