Cajetan Franco
Operations & Customer Success
Mumbai
Summary
Detail-oriented Operation Head and Customer Success Specialist with more than 20 years of experience in the Telecom and ITES industry with a proven history of leading business processes with excellent guidance and employee leadership. Trained in Business Management, Customer Success and committed to punctuality in delivering towards business goal. Looking forward to managing Customer Success processes such as onboarding, Service Adoption, Renewals & retention. Knowledge of Cloud Services such as Pbx, Contact Center, Collaboration Services (Audio, Web, Video) & Co-browsing.
Overview
25
25
years of professional experience
18
18
years of post-secondary education
2
2
Certifications
4
4
Languages
Work History
Operations & Customer Success Head
iJunxion IT Services Pvt. Ltd
Mumbai
08.2008 - Current
- Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources and compliance.
- Devised CS Operations, Sales, Billing, Collection, Retention and Churn Management processes to boost long-term business success and increase profit levels.
- Evaluated Telecom and Technology Service Providers to maintain tight cost controls and maximize business operational performance.
- Planned and resourced personnel and logistics for operations component exercises resulting in highly trained personnel ready to act quickly in critical roles and ensure QoS & TAT's are maintained to achieve business goals.
- Implemented Customer Success & Account Management processes focused on customer on-boarding, service adoption and relationship building to achieve long term business relationship.
- Monitor service usage, track MRR, QRR & ARR and customer life cycle journey and utilize data to drive business goals.
- Track renewals, retention and minimize churn
- Analyze NPS, survey feedback's and implement corrective action
- Ensure high touch relationship is maintained on MoM or QoQ basis with Top 20% revenue generating customers and low touch relationship with the rest 80%
Manager - Customer Service
Tata Teleservices Business Services Ltd
Navi Mumbai
03.2003 - 07.2008
- Managed 24*7 Customer Service Operations of Enterprise Products pertaining to Collaboration Services (Audio, Web and Video Conference Service) and ISP (DSL / ADSL / LL circuits).
- Planned, created, tested, and deployed system life cycle methodology to produce high quality service operations processes to meet and exceed customer expectations.
- Maximized performance by monitoring daily activities and following ISO set processes and by mentoring team members.
- Reduced process bottlenecks by cross-training and coaching existing and new employees on practices, procedures, product and performance strategies.
- Worked closely with the Enterprise Sales, Product, support and cross-functional teams to maintain Steady State Operations to achieve company's business goals.
- Cross-trained existing employees to maximize team agility and performance.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Estimated expected changes in business operations and made proactive adjustments to employee schedules to address needs and maintain positive customer relations.
- Supervised Staff and performed human resource management functions for 30+ team members & implemented company policies, protocols, work rules and disciplinary action.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Established performance goals and evaluated employee performance and conveyed constructive feedback on methods to improve skills and achieve performance goals.
- Performed statistical operations to improve operations and forecast team needs.
Deputy Manager - Customer Service
Hughes Tele.com (India) Ltd
Navi Mumbai
11.2000 - 03.2003
- Mentored and guided employees to foster proper completion of assigned duties.
- Manage 4 Group Leaders and Led team of 24 members while providing exceptional customer service.& assign shift responsibilities
- Coached team members in customer service techniques along with product and process training, provided feedback and encouraged them toward delivering professional customer service.
- Managed customer requests and escalations
- Coordinate with cross functional teams to address escalations.
- Prepare CS Reports and MIS - CAR, AHD, ATT, and other agent performance report.
Sales Manager
Royal Palms India Pvt. Ltd
Nairobi & Mombasa
10.1998 - 10.2000
- Promote Real Estate & GC Membership to HNI's & Corporate.
- Carry out promotional activities to create awareness and new sales.
- Account reconciliation and Payment due follow-up's from existing customers.
- Address queries and build relationships with customers and work on referrals.
- Follow-up on leads received from Mumbai HO
- Manage CTN's day to day office and banking operations.
- Manage new subscription renewal processes.
- Reduced bad-debts by implementing various promotional schemes and collection processes.
Operation Executive
Johnson & Johnson Ltd
Mumbai
05.1996 - 03.1998
- Prepare documents for C & F Agents.
- Kept documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.
- Inspect the goods ready to dispatch
- Updated daily logs with regular shift activities and incident details.
- Completed daily cycle counts and quarterly inventories and resolved variances to maintain data accuracy.
Education
MBA - Business Administration And Management
Institute For Technology And Management (ITM)
Navi Mumbai, India 04.2008 - 10.2009
Bachelor of Commerce - Accounting And Computer Science
Chetana's College (Mumbai University)
Mumbai, India 06.1991 - 05.1996
Secondary School Certificate -
St. Joseph's High School
Mumbai, India 06.1981 - 04.1991
Diploma - MS Office
A-Tech Computer Education
Mumbai, India 10.1996 - 09.1997
Diploma - Office Automation & Financial Accounting
CDAC-GIST
Mumbai, India 09.1996 - 10.1997
Skills
Expertise in Operation Management
Account management
Strategic planning
Natural leader
Negotiation
Strategic partnerships
Onboarding
Business administration
Customer Service Operations
Team Building
Customer Relationship Management (CRM)
Strategic account development
Business development and planning
Performance improvements
Accomplishments
- Effectively used Microsoft Excel to develop inventory tracking spreadsheets, created collection ledgers, Set Auditing data for error accountability, Automated Billing data reconciliation to achieve zero billing errors.
- Effectively used Sharepoint and Google Drive to store and collaborate with internal & external Stakeholders.
- Documented and resolved process issues which led to increase in quality and employee productivity.
- Supervised teams of 20 - 40 staff members under various customer facing processes.
- Achieved more than than 100% collection target by introducing automated email reminder & Follow-up processes. Reducing manual tasks and 99% data accuracy.
Certification
Cisco Customer Success Manager (Cisco Certified Specialist)
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Operations & Customer Success Head
iJunxion IT Services Pvt. Ltd
08.2008 - Current
MBA - Business Administration And Management
Institute For Technology And Management (ITM)
04.2008 - 10.2009
Manager - Customer Service
Tata Teleservices Business Services Ltd
03.2003 - 07.2008
Deputy Manager - Customer Service
Hughes Tele.com (India) Ltd
11.2000 - 03.2003
Sales Manager
Royal Palms India Pvt. Ltd
10.1998 - 10.2000
Diploma - MS Office
A-Tech Computer Education
10.1996 - 09.1997
Diploma - Office Automation & Financial Accounting
CDAC-GIST
09.1996 - 10.1997
Operation Executive
Johnson & Johnson Ltd
05.1996 - 03.1998
Bachelor of Commerce - Accounting And Computer Science
Chetana's College (Mumbai University)
06.1991 - 05.1996
Secondary School Certificate -
St. Joseph's High School
06.1981 - 04.1991