Vishal Rastogi

• Maintained MIS security and performance levels, dictating organizational policy to maintain threat protection effectiveness.
• Determined data retention parameters based on organizational requirements.
• Outlined MIS upgrade roadmap, analyzed protocols and ordered corrective actions to elevate performance.

• Interfacing with customer interface points for taking escalated calls, effective resolution of online queries.
• Troubleshooting/close-looping account problems with the customer and taking corrective actions.
• Ensuring a high-quality customer experience, elevating customer satisfaction while adhering to the SLAs and work processes.
• Preparation of Daily, Weekly, Monthly MIS which reflects the all aspects of Retention Performance. This also includes sub base reporting, monthly churn target setting to zones.
• Managing Refund Process and Compliance for End to End support till Refund cheque delivery.
• Working on ZMU Customers and convert in to active customers by segmented plan and Retention tool through Tele calling Agency.
• Initiating disputed amount waiver to High Revenue Customers to retain them, by providing one time waiver as service gesture.
• Ensuring customer satisfaction and loyalty by consulting, assisting and resolving a wide variety of customer requests, inquiries, complaints and escalations both verbally and in writing.
• Initiating disputed amount waiver to High Revenue Customers to retain them, by providing one time waiver as service gesture.
• Daily Interaction with cross-functional departments and verticals within the organization to resolve the escalations and for achieving customer services quality standards and parameters.
• Looking after Corporate Care, Handling customer queries and answering them through emails.
• To the point precise, diplomatic
• An average of 40 mails as well as working as an assistant to RMs.
• Weekly Audits and Monitoring of the Compliance for Postpaid C&R Processes.
• Daily Reconciliation of the Collection & Retention Provisioning.
• Weekly Analysis on Postpaid MOUs for offering them best suitable plans.
• Managing Retention Agency for their complete Operations.
• Daily MIS on Circle as well as Zonal Retention Performance.
• Data Allocation for Health Check to existing subscribers to lay down churn.
• Blackberry Commercial Mis.
• Involved in Retention Activity on MNP UPC Cases for Port Out.
• Data Allocation to the Telecalling agency for the out calling and retaining customer in active base and promoting different scheme available to them.
• Monthly review presentation of entire Churn & Retention.

 Meeting targets and review performance gaps month on month.
 Relationship building through Customer visits.
 MIS and reporting