Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Anil Raj

Bengaluru

Summary

Management Professional with a strong expertise in Credit, Collection, Retention, Customer Lifecycle, Sales (Retail & Enterprise), Contact Center Management, and Quality Assurance with background in Process and Project Management, P&L, Business Analytics, Revenue Enhancement, and People Management. Proven track record of optimizing business efficiency, integrating automation, and formulating strategic operational solutions in rapidly changing and dynamic business environments.

Overview

19
19
years of professional experience

Work History

General Manager CCNR

Act Fibernet
06.2017 - Current
  • Core Leadership team member, responsible for delivering Growth and Revenue
  • Successfully met and exceeded quarterly and annual Net add and Revenue growth targets, driving a 15% increase in profitability
  • Led upselling initiatives, resulting in 20% increase in upsell revenue within the first six months
  • Achieved a 20% reduction in customer churn rate through the development and execution of effective churn management strategies
  • Introduced alternate streams for sales generation through cross and upselling. Collectively adding 15% new Sale to the business
  • Improved collection efficiency, increasing the monthly recovery rate to 98% and also reducing bad debt
  • Effectively managed and retained a team of 125 Collection and Retention Executives, achieving a 27% increase in team productivity while reducing employee turnover by 25%
  • Continuously monitored and improved customer satisfaction scores, resulting in a significant increase in overall C-SAT & NPS
  • Led automation projects for the business, was instrumental in designing and developing the Customer APP and ProAct tool to improve collection and Customer Retention
  • Designed and rolled out Credit, Collection and Retention policy and process note for the company

DGM: Customer Experience, Tele Sales & CAF Management

Act Fibernet
03.2013 - 06.2017
  • Managed broadband and digital customer service operations, ensuring KPIs and C-SAT > 90%
  • Led a team of 150 Customer Care executives, boosting retention and productivity
  • Introduced Tele Sales, helping the business to generate additional new business of 3000 sales per month
  • Achieved a 20% reduction in customer complaints resolution time, resulting in increased customer satisfaction and NPS
  • Implemented strategies that led to a 20% decrease in repeat customer calls, enhancing the overall customer experience
  • Proactively improved Processes and SOPs, contributing to a 25% increase in quality and efficiency
  • Managed CAF documentation and compliance for all three business, Retail, Community and SME.

Senior Manager Customer Experience

Vodafone
03.2008 - 02.2013
  • Successfully managed 5 centers across three cities, handling 1.5 Lakh daily calls and streamlining operations
  • Maintained high metrics (Calls per Sub, Abandon Rate, C-SAT & Quality) consistently over 90%
  • Provided timely VOC insights, resulting in a 15% increase in customer satisfaction and data-driven decisions for enhanced customer experience
  • Successfully led upselling initiatives, resulting in a 20% increase in revenue and generating 10% sales leads through tele sales conversions.

Manager Enterprise Business

Hutchinson Essar South Ltd
01.2005 - 03.2008
  • Achieved 15% increase in customer retention and lifetime value by implementing targeted strategies for the Corporate Accounts
  • Reduced customer churn rate by 10% through the development and execution of churn reduction initiatives
  • Improved complaint resolution time by 25% and raised customer satisfaction scores by maintaining a 95% C-SAT rating
  • Implemented FTR strategies, resulting in a 20% increase in resolving customer issues during their initial contact
  • Reduced escalations by 30% through process optimization, leading to quicker issue resolution and improved customer satisfaction.

Education

Master of Business Administration (MBA) -

SCDL
02.2008

PGDIRPM - Labor And Industrial Relations

Rajendra Prasad Institute of Management
Mangalore, India
04.1996

Bachelor of Commerce - Financial Accounting, Costing, Auditing, Marketing

Govinda Dasa College
Mangalore, KA
04.1994

Skills

  • Customer Life Cycle Management
  • Credit and Collections
  • Contact Center Management
  • Sales & Upselling
  • Project and Process Management
  • People Management
  • Learning and Development
  • Budgeting and cost control strategies
  • Leadership and team building
  • P&L Management

Languages

English
Hindi
Malayalam
Kannada
Tamil
Telugu

Timeline

General Manager CCNR

Act Fibernet
06.2017 - Current

DGM: Customer Experience, Tele Sales & CAF Management

Act Fibernet
03.2013 - 06.2017

Senior Manager Customer Experience

Vodafone
03.2008 - 02.2013

Manager Enterprise Business

Hutchinson Essar South Ltd
01.2005 - 03.2008

Master of Business Administration (MBA) -

SCDL

PGDIRPM - Labor And Industrial Relations

Rajendra Prasad Institute of Management

Bachelor of Commerce - Financial Accounting, Costing, Auditing, Marketing

Govinda Dasa College
Anil Raj