Ashish kala

• Tata communications network spans more than 500,000 km of subsea fiber and more than 210,000 km of terrestrial fiber
• The company has invested $1.19 billion in its global subsea fiber network
• It delivers network services and software-defined network platforms, such as Ethernet, SD-WAN, Content delivery network (CDN), Internet, Multiprotocol Label Switching (MPLS) and Private Line
• It has more than 400 Points of Presence (POP) globally with data centre and colocation in 44 sites
• Tata Communications headquartered in Pune and is listed on the Bombay Stock Exchange and the National Stock Exchange of India
• It also holds a stake on its Sri Lankan subsidiaries, Tata Communications Lanka
• The company is listed as one of AON Hewitt's Best Employers in India for 2017.

Key Responsibilities: From 2013- 2016

Subject Matter Expert SME-

• · Strategic Role on Customer Service Management - National
• · Handling Major Escalations PAN India/ Customer End Issue Reduction PAN India
• · Implementing Cost Savings Projects PAN India
• · Implementation of UCC process guide line, tracking the UCC cases
• · Complaint Management
• · -Target to reduce no of out of SLA cases
• - Process fix for complain management
• - Escalation management
• · Interlocks with Internal Factory / CFT Team to ensure smooth operations in field

CUSTOMER - SUCESS MANAGER - 2016- Till Date

• CLCM- Customer Life Cycle Management
• Managing Large Enterprise customers
• Customer Service Penetration
• Revenue Enhancement
• Product Penetration Ratio to be increased by 1% in the designated Portfolio
• Upsell Service Packages
• Customer Experience & Health Check Launch
• Customer Advocacy Programs
• Employee Engagement and Skill Enhancement
• Managing Net Promotor Score and CSAT
• CXO Mapping

• Tata Teleservices is part of the INR Rs
• 2,51,543 Crore (US$ 62.5 billion) Tata Group, that has over 80 companies, over 3,30,000 employees and more than 3.2 million shareholders
• With a committed investment of INR 36,000 Crore (US$ 7.5 billion) in Telecom, the Group has a formidable presence across the telecom value chain
• Tata Teleservices’ bouquet of telephony services includes Mobile services, Wireless Desktop Phones, Public Booth Telephony and Wireline services
• Other services include value added services like voice portal, roaming, post-paid Internet services, 3-way conferencing, group calling, Wi-Fi Internet, USB Modem, data cards, calling card services and enterprise services

HANDLING GURGAON AS TERRITORY FOR ALL ENTERPRISE CUSTOMER’S.

Relationship Management :

v Visit all the allocated set of corporate accounts at least once a month, so as to build strong & loyal relationship with the customer.

v Proactive resolution of customer issues to increase customer satisfaction and delight.

v Complaint Management - adherence to defined SLA

v Resolution of billing complaints - SLA for a given set of accounts

v Organize service camps at customer premises for better customer satisfaction & providing information regarding the company’s product & services.

Customer Retention :

v Reducing Voluntary Churn for COCP/IOCR Base by closely monitoring the customer’s top complaints & ensuring end to end closure of all the issue within TAT & close-looping with customer after resolution.

v Reducing Involuntary Churn by keeping tab on the TSP( Temporary Suspension ) Bucket of 0-30 days.

v Reducing High Value Churn ( APRU > 1000 ) ie; ensuring retention of HVC Customer on network, offering retention tools in case of any churn.

Collections:

v Ensuring achievement of collection target ie; Greater than 97% for current billing of allocated COCP Base.

v Responsible for COCP/IOCR Overdue collections bucket ageing (0-30,30-60,60-90,90+ Days )

v To ensure bad debts of the total collection targets should be less than 1% of the allocation.

v Ensuring closure of all pending waiver’s if any; timely posting against customer account.

Revenue Enhancement :

v Enhance the customer average billing on quarterly basis for allocated set of accounts by looking at customer’s telecom requirements & work towards increasing the customer’s telecom share

v Cross selling & Up selling of products & services to the customers.

v Closely monitor customer’s pulsing on daily basis & proactively work on the Zero Usage Bucket, so as to ensure any revenue drop or leakage to be plugged Immediately.

Customer C-SAT :

v Taken up projects for Enhancing the C-SAT scores for the Territory.

v Managing Teams on Achieving Highest Customer Satisfication for the Region.

Sales :

v Generate new sales leads for mobility & fixed lines business from allocated set of accounts. Cross selling & upselling.

v Working on Customer Relations , to Generate Revenue for the Organization.

• A part of Bharti Enterprises , is India's leading provider of telecommunications services
• The businesses at Bharti Airtel have been structured into two main strategic business groups - the Mobility Leaders business group and the Infotel Leaders business group
• The Mobility business group provides GSM mobile services across India in twenty three telecom circles, while the Infotel business group provides broadband & telephone services, long distance services and enterprise services
• All these services are provided under the Airtel brand
• Key Responsibilities:
• Customer Relations :
• Handling the team of Customer Relationship Executives for managing business for top premium corporate accounts across Delhi & NCR Region
• Visit accounts periodically so as to build strong & loyal relationship with the client, thereby help retentions & churn reduction
• Achieve targeted customer life cycle value through relation management and designing customer contact program’s to increase customer satisfaction & retention on network
• Retentions :
• Voluntary & Involuntary Subscribers Retention - Retention of Customers Opting to Churn & Win - back of churned customers
• Complete focus on High Value Customer’s Retentions
• Drive special loyalty programs for HVC customers
• Collections:
• Managing collections for achieving the collection targets on monthly basis
• Responsible for Active & Overdue collections bucket
• To ensure timely Collection of outstanding from all categories of customers
• Acquisition Compliance:
• Ensure that all the SEF documents are complete & submitted by CSA
• Ensure compliance of AV/CV
• Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.

• Sales:
• Organize Sales promotion activities viz
• Road shows & Service camps etc for better reach to the potential subscribers
• Generate new sales leads for mobility & fixed lines business within allocated corporate accounts
• Generating new VAS related leads
• Handling Retail Operations CIOU’s ( Reliance Web Stores ) for Faridabad
• Dissemination and adherence to processes/SLA`s/guide lines/audits & bringing about the desired eradication of errors & enhanced Customer-Satisfaction scores
• Achieve CIOU’s collection targets & Controlling Bad debts on monthly basis
• Ensuring smooth Customer Care transactions and customer care delivery at all CIOU`s including delivery of the right Customer Experience
• Immediate dissemination, briefing & Training of CIOU FSD`s ( Front Desk Supervisor) and Franchisee for all new product launches/Processes/Systems etc
• Drive customer retention through implementation of retention programs
• Specially the Platinum and Gold subscriber base on a proactive basis
• Ensure complete and proper documentation Address Verification/Credit Verification and Customer Application entry for all new customer through the CIOU within Zone.
• Used coordination and planning skills to achieve results according to schedule.
• Collaborated with team members to achieve target results.
• Participated in team-building activities to enhance working relationships.
• Developed and maintained courteous and effective working relationships.

• Business Development and Building Relation with the corporate accounts of the company.
• Resolving customer queries, complaints & co-ordinating with other department.
• Handling retention & MIS
• Handling MIS for basic telephony & Internet services.
• Actively involved in inter departmental Service Level Agreement.
• Providing input to marketing on frequently asked questions( FAQ).
• Educating customers on various Value Added Services (VAS) there application and setup procedures.

• Department
• Involved in a project for 100 % implementation of Brand Oberoi’s Service Standard ( B.O.S.S )
• Maintained Guest History Cards, Data bases, Promos Designing & there implementation
• Carried out different Promotions & Food Festivals
• Conducted internal training sessions on F& B Services, Involved in formulating operation manual for Room Service Department.
• Managed and communicated up and down organization to collaborate, solve problems and assist company to achieve goal in providing exceptional service.
• Helped team meet expected demands by restocking work areas throughout restaurant such as server stations, salad bars and supply cupboards.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.