Amrish Kumar
Gurgaon
Summary
Dynamic leader with a proven track record at Bharti Airtel Ltd., excelling in B2B & B2C sales and customer relationship management. Skilled in process implementation and manpower management, I have driven a 1100% compliance in finance audit and significantly enhanced customer service standards. Expert in aligning team goals with organizational objectives to achieve and exceed targets.
Overview
20
20
years of professional experience
1
1
Certification
Work History
B2B Relationship Manager
Bharti Airtel Ltd.
Delhi Circle
02.2022 - Current
- Handling the complete customer life cycle management of corporate accounts on telecom products like Mobile, FL, PRI
- Now only managing Fixedline and PRI services
- Ensuring end to end service delivery for corporate by meeting their requirement as per defined TAT and SLA
- To front end Corporate and ensure nil escalations
- To ensure regular service meets to ensure brand visibility at the corporate as well as customer engagement
- To Ensure 100% service level adherence to business processes
- To increase Collection Efficiency: 0-60 days (COCP - FL), recovery of Risk 90-120 days along with BD
- Enhance the Revenue enhancement -Churn Control (COCP)
- Reduce Suspense by efficient payment posting & virtual account management
- Driving airtel thanks for business (ATB) virtualization through Self-care for most of queries like E-bill, FTR request etc
Store Manager
Bharti Airtel Ltd.
Gurgaon
01.2015 - 01.2021
- Taking care of COCO store at Gurgaon location and responsible for revenue generation through Voice and Data products through Postpaid, Prepaid, VAS, Applications & Data devices
- Analyze the reports of sales and bank reconciliation data with DCR reports on daily basis
- Monitoring of daily punching reports of activation and re-action if numbers are pending for activation
- Manage and reduce acquisition churn for Voice Products (0-60 days/0-90 days) called as M4 decay
- Maintain a healthy acquisition mix ratio of postpaid and prepaid sales with data devices in GADs
- Achieve month on month store profitability by minimizing losses from pilferage (wastage) & shrinkage (unidentified losses)
- Conducting Shift briefs at the store and daily service parameters setting for the teams
- Ensure & monitor quality of acquisition & documents compliance adherence with month end closing commercial/financial audits
- Conduct Promotional & catchment activities for increasing footfall at the store & capitalize on conversion
- Maintain adequate stock availability of devices/dongles/ accessories/ SIMs etc at the store
- In earlier assignment, experience of new AES stores opening in corporate premises in Gurgaon location and managed AES stores (Airtel Enterprises Service) accounts – NIIT, AON HEWITT, Unitech Cyber Park, Unitech Trade, Unitech Signature, TCS, Convergys, Concentrix and GE Cyber City at Gurgaon location with new KIOSK open for business revenue and managed instant customer service
- Achievements – 1
- 100% compliance in finance audit since 11 months
- 2
- No incomplete/invalid SR for store in last 12 months
- 3
- Highest conversion & Gross activation (199 activation) from low walk-in store (Sarojini Nagar) in Aug’17 months in South Delhi zone
- 4
- Best store manage from Gurgaon zone in Q4 (17-18)
- 5
- Circle recognition to improve Gurgaon zone NPS from 50 to 70 for FY(17-18)
- 6
- Best Store Manager for March’18 & July’18 from Gurgaon zone
Team Leader Operation
Hero Management Services.
07.2014 - 01.2015
- Handling team of 35 agents for lead generation for Data & Voice postpaid connection like: Tata Photon, Walky & GSM
- Get the lead generated for UP West, UP East, Rajasthan & Gujarat circles
- Share leads with field team on daily basis as per appointment timings and arrange meeting to collect the POI & POA documents
- Get the procedure done through Channel Sales with circle SPOC and Zonal manager
- Take follow-up with CSM, Zonal Manager, and Field executive for end to end closure
- Sales process of Leads subscription and web designing subscription of IndiaMart
- Achievements – 1
- Highest conversion for August & September months for Gujarat & UP west & east circles (40% conversion on cold calling data)
Asst. Manager Idea Operation
ISON ATS India Pvt Ltd.
Dehradun
08.2013 - 03.2014
- Taking care of 94 billable team sizes & responsible for staffing and hiring
- Manages day to day operations of the process with Quality, Training & MIS team
- Proactively identify gaps, report on quality trends, and make recommendations for improving and enhancing the existing framework/process
- Work closely with client to proactively understand business needs and solutions to anticipated issues
- Increase effectiveness of support staff and tools by recognizing opportunities for development and proactively creating new systems and structures
- Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques
- Monitor and take action on MIS, personnel and payroll issues & review compliance documents as required
- Review on daily basis on daily feedback of all CLCM & Sales process and provide constructive feedback to maintain performance as per desire target
- Ensure training needs of subordinates are met & successfully complete all client related training
- Communicate all process and client changes to direct reports within specific timeliness & resolve escalated customer issues
- Achievements – 1
- 100% SLA meet of welcome call & 07 & 07-15 days non usage customers calling for 6 months
- 2
- 90% MNP customers attempt within 8 hours window and process improvement through extend calling window from 09:00 am to 08:00 PM to make 100% attempt
Nodal SPOC of Corporate NDNC team
Bharti Airtel Ltd.
Gurgaon
08.2010 - 08.2013
- Company Overview: India & South Asia Centre
- National Do Not Call Registry (DND- Do Not Disturb) related Case handling for Bharti Airtel Pre-Paid, Post-Paid and Telemedia/ Landline
- Identification of Telemarketer who are not adhering the TRAI guidelines and involved in violations
- Regular closure and follow ups of Third Service Provider/Other Telecom Operator complaints through Inter Operator complaint portal
- Coordination with Technical Team (ABMS & SDP) for resolution of complaints
- Generation and Analysis of MIS reports for process improvement
- Telemarketers Documentation & Registration as per TRAI regulations
- Penalize to registered telemarketer as per guidelines laid down by TRAI and inform to register telemarketer
- Do follow up with other telecom service providers regarding NDNC complaints, out of SLA complaints, complaint withdrawal request and share complaint logs
- Handle TRAI escalation, share complaint resolution, DND registration status and updated status of investigated complaints (action & non action) with justification to DOT
- India & South Asia Centre
Team Leader
Spanco BPO Services Ltd.
Dehradun
12.2009 - 08.2010
- IDEA Outbound Process-UPW-CLCM/Sales
- Usage & Revenue (Sales Process), Address verification, Customer Satisfaction Index & Dipstick Process
Team Leader
I-Smart Global Pvt. Ltd.
12.2008 - 11.2009
- TATA Indicom CAF OE Process Operations
Team Leader
Skybird InfoTech Pvt. Ltd.
Meerut
08.2005 - 11.2008
- Airtel Outbound Process-UPW & Uttrakhand
- Process – Close Looping (QRC)/Sales/Complaints Handling/Collections
Education
PGDBA - Customer Relationship Management
Symbiosis
Pune01.2011
B.Sc -
Meerut College
Meerut01.2005
Intermediate -
UP Board
Meerut01.2001
High School -
UP Board
Meerut01.1999
Skills
- B2B & B2C Sales
- Result Oriented
- Manpower Management
- Quality Assurance
- Process Implementation
- Analytical
- Customer Service & Relationship
- Focus Group & Market Research
- Development of Training Materials
- Sales Collateral & Support
- Client Management
- Retail Sales & market storming
- Service support
- Process development
- Deadline management
- Solution management
- Time management
- Service assistance
Certification
- 6 Sigma white belts certified from Bharti Airtel Limited.
- Personality development training from Bharti Airtel Limited.
- FTM (First Time Manager) training conducted by ISON ATS India Pvt. Ltd.
Languages
- English
- Hindi
Hobbies and Interests
- Watching news
- Current update on political & business activities
- Personal development activities through latest technology tools
Disclaimer
I hereby declare that the above-mentioned information is true to the best of my knowledge.
Self Assessment
I have a flair for learning new things and accepting challenges. I have a realization and strongly believe that by skill, determination, logical thinking & devotion, I can prove to be an asset to any organization.
Personal Information
- Father's Name: Shri B Singh
- Date of Birth: 07/04/80
- Gender: Male
- Nationality: Indian
- Marital Status: Married
References
References available upon request.
Timeline
B2B Relationship Manager
Bharti Airtel Ltd.
02.2022 - Current
Store Manager
Bharti Airtel Ltd.
01.2015 - 01.2021
Team Leader Operation
Hero Management Services.
07.2014 - 01.2015
Asst. Manager Idea Operation
ISON ATS India Pvt Ltd.
08.2013 - 03.2014
Nodal SPOC of Corporate NDNC team
Bharti Airtel Ltd.
08.2010 - 08.2013
Team Leader
Spanco BPO Services Ltd.
12.2009 - 08.2010
Team Leader
I-Smart Global Pvt. Ltd.
12.2008 - 11.2009
Team Leader
Skybird InfoTech Pvt. Ltd.
08.2005 - 11.2008
PGDBA - Customer Relationship Management
Symbiosis
B.Sc -
Meerut College
Intermediate -
UP Board
High School -
UP Board
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