Deepak Gautam
New Delhi
Summary
Result-oriented Team player with 20 years of telecom experience in customer service operations and revenue assurance (B2B and B2C). Abilities with a focus on cultivating a collaborative and productive work environment. Committed to delivering exceptional customer service, implementing effective processes, and achieving organizational goals.
Overview
24
24
years of professional experience
Work History
DGM – Revenue Assurance
BHARTI AIRTEL LIMITED
12.2020 - Current
- Responsible for handling network and international roaming assurance in RA for Mobility and Telemedia products.
- Implementing check & validation for subscribers in the Home and IR networks to ensure and avoid any service or billing-related issues. Major activities such as TAPIN GGSN migration, SMSC B number charging issue, and ODB barring issues.
- Managing network-based controls for technical and billing dumps to ensure checks on revenue leakage due to unauthorized creation of services at different network elements.
- Monitoring and analyzing daily reports, and ensuring process correction to avoid repeated failures, leading to service and billing issues.
- Ensuring SOPs and controls are in place for all KPIs, as per business logic, to address risk (if any).
- Ensuring the creation of a revenue and service path for a new process or product to avoid any leakage.
- Managing internal and external audits (EY/Deloitte) and ensuring 100% process compliance.
- Validation of new configuration parameters at the network level to avoid revenue leakage.
- Managing all critical recons based on HLR, FX, IN, LDAP, NOC, PCRF, TAPIN/TAPOUT for prepaid, postpaid, and fixed-line subscribers to avoid any leakage and service issues.
Sr Manager – Service Assurance (CE - B2B)
BHARTI AIRTEL LIMITED
03.2017 - 12.2020
- Handling the SAM Team (Service Account Manager) for enterprise customers for managing end-to-end service support.
- Managing MBRs (Monthly Business Review) and QBRs (Quarterly Business Review) with corporates, along with cross-functional teams, to improve customer experience and business growth.
- Driving weekly POD meetings (Interlock) with sales, project, and collection teams on ongoing customer issues for timely closure, and ensuring improved customer experience.
- Responsible for post-delivery service TAT, which includes network uptime and SIP (Service Improvement Plans) to prevent repeat issues and improve customer experience.
- Handling ISP collections for the initial two years for NCR, and managing bad debts and recovery.
- Handling proactive churn management through regular dialogue with customers and working on issues (technical/non-technical).
- Managing collection support through regular network reconciliations includes validation and justification to the Collection team against the service penalty. Managing joint visits to resolve billing issues, leading to delays in payment and an increase in bad debt.
Manager – Corporate Service (CE - B2B)
BHARTI AIRTEL LIMITED
06.2013 - 02.2017
- Handling corporate business Key accounts (CLCM process) for Mobility, Telemedia and Data products through in-house and partner teams.
- Being a circle Data spoc managing post activation service TAT and billing support for MPLS, Lease line, NLD and other data products.
- Process corrections through inter functional coordination which are impacting customer experience and leading to complaints and waivers.
- Managing backend team to handle and provide support to high value accounts for issue resolution, reconciliation and end to end closure with Relationship managers.
- Responsible for Retentions and Service of Data Customers for proactive monitoring which includes regular visits and complete coordination with technical support teams.
- Daily monitoring & Analysis of the Vol & Invol churn cases for timely visits and retentions.
- Tracking of Repeat complaints through daily con call and monthly regular meetings with Tech Central Fault Management team and Telesonic teams.
- Handled Service partner as agency manager form service and collection of all three lines of business (Mobile Telemedia and Data) for South Delhi & Noida zones.
- Monthly Product & Process training of service partners & in house teams.
Manager – National Accounts & Service Recovery (CE-SMB)
BHARTI AIRTEL LIMITED
11.2011 - 06.2013
- Handling National accounts team of service manager’s in CSD for Mobile & fixed line customers.
- Responsible for end to end handling of identified corporates with service issues for pan India. Accounts which are centralized billed in Delhi.
- Monitoring of SR-based B2B complaints, which actually lead to customer dissatisfaction and churn.
- Handling life cycle management of both Mobility & Fixed line customer’s which includes regular visits and complete coordination with respective NAM’s (national accounts manager) of other locations for error free billing and timely payment and collections.
- Enhancing corporate customer experience with timely handling and closure of escalations (billing or technical) and arranging for service camps.
- Leading Go green (paperless) drive for corporate segment for Delhi circle.
- Process corrections through partners & In house team which are actually impacting customer experience and leading to complaints and waivers.
Manager – CE (Provisioning & Activations)
BHARTI AIRTEL LIMITED
Telemedia - North Hub
12.2007 - 11.2011
- Responsible for end to end Activations, Provisioning, Tariff Migration, Cancellation & BQRC Process of Voice & DSL for all 19 locations across North Hub.
- Successfully handled Arbor Fx project for Telemedia north hub which includes preparation of product catalogue, base clean up, demographic clean up and data transition into iCRM. Same includes complete arbor base clean up as per the FX rules along with switch/system inventory mis-matches reconciliations.
- 100% successful migration of provisioning post activation activities to shared services with complete training and minimum error%.
- SPOC for north hub provisioning activities post transition to shared services at HGSL (Hyderabad).
- Responsible for Monitoring & rectification of the CDR Rejections, Milestone Failure, Arbor updater cases for Voice & DSL received from the IT team on daily basis.
- SPOC for Applications like Arbor & Order Management (OM) and ACE Flow which includes Tariff Migration flow, Cancellation flow & shifting flow for the North Hub.
- Responsible for all Employee and Test/Demo Activations for North Hub.
Asst Manager – Service Provisioning (CE)
BHARTI AIRTEL LIMITED
UP West
09.2006 - 12.2007
- Responsible for end-to-end activations and compliance processes by having proper coordination with six zones across the circle.
- Responsible for the launch of new packages and components in the system by conducting pre-launch testing in coordination with the RAD team.
- Responsible for the Postpaid Compliance process, through which tracking of the Sef’s from ARC’s to the Zonal office is monitored. Necessary actions are being taken, as per the policy for non-compliance.
- Taking care of Sef vs. Arbor audit process, which includes all manual punching errors that happened at ARC's at the time of activation.
- Responsible for all system reconciliations, such as switch/arbor, pre-bill, and VAS reconciliations.
Sr Executive, Order Fulfillment – CE
TATA TELESERVICES LTD
New Delhi
12.2002 - 09.2006
- Taking care of Postpaid Documentation, Activation & Audit process for Mobile, FWP and Fixed Wire line.
- Handling provisioning team for Mobile/ FWP & Wireline products related to the order fulfillment function. Taking care of Provisioning team through which cable pairs needs to be assigned for the wire line connections from the Main Distribution Frame (MDF) to the customer premises in the software created on the Citrix environment and providing the same to the engineers for physical connection on the field.
- Back-end operations – Coordination with installation vendors, AV/CV team, franchisees, IDC sales and corporate sales team (including EBU Sales) to provide resolutions to any problems relating to installations and for successful activations.
- Responsible for all Switch-BP Reconciliation received from Revenue Assurance (Finance) team.
Trainee Paging Officer
RPG PAGING SERVICES LTD
12.2001 - 10.2002
- Handling calls from customers, entering the data in Software and Forwarding it to main Server.
- Maintaining the Weekly report & MIS.
Education
PGDBA - Marketing
Symbiosis
SCDL06-2004
B. Com -
Delhi University
New Delhi06-2001
Certificate Diploma Computer Course -
CMC Computer Education
New Delhi04-2003
Senior Secondary -
CBSE (Sumermal Jain Public School)
New Delhi01.1998
Higher Secondary -
CBSE (Rockvale Secondary School)
New Delhi06-1996
Skills
- Customer Relationship Management
- Revenue Assurance
- Data analysis
- Collections and retentions
- Service delivery
- B2B and B2C
Accomplishments
- Received a reward for the Best Silver Team Award for achieving all KPIs continuously for the last six months Service Assurance (Delhi B2B)
- Received reward recognition for managing the highest number of MBRs (monthly review meetings) across all circles and ensuring maximum closure of customer issues Service Assurance (Delhi B2B)
- Received reward recognition for maintaining the error percentage within target by initiating new audit reports Automation of Audit reports saved Time & Manpower with very less % Error. Service Assurance (Telemedia)
- Received Reward for Reconciliation for reducing the overall user related CDR Rejections for Circle. Service Provisioning (UP west)
- Received Reward Recognition for completing NDNC (DOT Vendor Registration) Project within timeframe. Service Provisioning (UP west)
- Minimized the Error % between Switch (hlr) - BP (Billing) Reconciliation cases by find out the root cause and took corrective actions in order to resolve the discrepancies. CE TTSL
- Received Reward for Excellence in recognition of outstanding efforts for significant contribution in Handling PRL Up gradation Project. CE TTSL
Hobbies and Interests
- Cricket & Training
- Watching movies
Languages
- English
- Hindi
Personal Information
- Date of Birth: 11/07/80
- Nationality: Indian
- Marital Status: Married
Timeline
DGM – Revenue Assurance
BHARTI AIRTEL LIMITED
12.2020 - Current
Sr Manager – Service Assurance (CE - B2B)
BHARTI AIRTEL LIMITED
03.2017 - 12.2020
Manager – Corporate Service (CE - B2B)
BHARTI AIRTEL LIMITED
06.2013 - 02.2017
Manager – National Accounts & Service Recovery (CE-SMB)
BHARTI AIRTEL LIMITED
11.2011 - 06.2013
Manager – CE (Provisioning & Activations)
BHARTI AIRTEL LIMITED
12.2007 - 11.2011
Asst Manager – Service Provisioning (CE)
BHARTI AIRTEL LIMITED
09.2006 - 12.2007
Sr Executive, Order Fulfillment – CE
TATA TELESERVICES LTD
12.2002 - 09.2006
Trainee Paging Officer
RPG PAGING SERVICES LTD
12.2001 - 10.2002
PGDBA - Marketing
Symbiosis
B. Com -
Delhi University
Certificate Diploma Computer Course -
CMC Computer Education
Senior Secondary -
CBSE (Sumermal Jain Public School)
Higher Secondary -
CBSE (Rockvale Secondary School)
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