Deepak K Chothani

Key Responsibilities Handled - PAN INDIA

Responsible for seamless customer service and complaint management through contact centre,contat us on email & mobile app and branches.

Customer Service & contact centre management -

• Manage customer service and complaint management for the organization through call centre and branches and co-ordination with stakeholder department.
• Enhance customer experience across the lifecycle through service and complaint resolution frameworks.
• Timely resolution of customer grievances.
• Handle escalated complaints including ones from senior management, regulator, social media & etc..
• co-ordinate with Legal/compliance departments in resolution of regulator complaints.
• Call Centre Management (SLAs, Resourcing, SOPs, Training & etc..
• Driving adoption and penetration of new capability builds (Technology& others)
• Managing in timely response to customers digitally (Email & Mobile Application).
• Heading West region branch customer service management.
• Lead Management for New | Top up loans & Pre Approved loans

Key Responsibilities Handled (Voice and Data) :

Improve Customers life on Network, Cross Sell / Up Sell new solutions / products, improve customers satisfaction of High Value Customers, provide alternate modes for bill payments and activate/deactivate services

Cross Sell / Up Sell Activities - Key person in leveraging tele marketing strengths, co-ordinating call centre efforts and on ground activities to migrate customers to upgrade services, cross sell packs and plans.

Special focus was given to High Value customers and bulk order customers to ensure high conversion rate, achieved 104% of Target

Collection and Retention -

• Lead collection process by strategizing and co-ordinating with agencies to ensure delinquent bucket collection and reduce delinquent forward flows
• Based on customers VOC retention activities are channelized and enhanced to ensure higher win back and better customer satisfaction
• Designed and rolled out incentive programmes for agencies and consumer products for customers to drive focus to achieve targets and increased customers loyalty
• Responsible to strategize and drive hard buckets collections (90+ DPD) to achieve bad-debt targets and improve customers win back.

• Key Responsibilities Handled (Voice and Data) :

Responsible for managing End to End Document Management (KYC) & Verification

Operations -

• Manage credit and customer verification process to mitigate fraud risk and ensure healthy customer base, this process is re-visited and innovated to be in par with the changing market conditions and based on case studies.
• Partner Management – Responsible for managing operational activities such as Scanning, Indexing & Warehousing of customers application form and all relevant documents as defined by company policies.
• Audit at the warehouse to ensure that the warehouse partner follow and adhere to the documentation guidelines for better quality of documentation and reduction of penalty.
• Regular Development & review of existing processes & setting up of new process as per time demand and its implementation across circle,Designing and ensuring implementation of mechanism to improve customer satisfaction.
• New Technology evaluation and its lifecycle management for existing networks and field deployments.
• Ensure 100% CAF Compliance as per TRAI & DOT guidelines.

Key Responsibilities Handled :
Document Management & Term Audit – (Prepaid/Postpaid/DTH/Broadband &
Airtel Money)
Responsible for managing End to End Document Management (KYC).

Operations -

• Implement control and checks to ensure Quality acquisition of customers and reduce fraud.
• Timely Barring of all negative cases highlighted by TERM cell to avoid penalty.
• Ensure timely and accurate data processing of customer acquisition base in the system.
• Ensure Tele and Physical Verification as per KYC norms defined by Regulatory (TRAI and DOT)
• Partner Management – Responsible for managing operational activities such as Scanning, Indexing & Warehousing of customers application form and all relevant documents as defined by company policies.
• Troubleshooting application issues at all spoke locations which includes handling more than 250 spoke locations across West HUB.

Key Responsibilities Handled:
On boarding Process (Credit evaluation, Address and contact Verification, SLA in deliverance of Welcome Letter, 0-4 months Churn/Retention and Collection & First Bill Call)

Operations -
• Effectively manage the on boarding call centre team to meet
defined SLAs / KPIs and resolve any deviation of commitments by
the sales team which also includes allocation of calling base and
coordinating field visits. The responsibilities also include driving
and implementing the process nationally and defined dialer
management strategies.
• Defined process for upward flow of customers VOC to management
to ensure better or re define policies that are customer oriented but
needs business needs. Responsible for managing First bill
collection process which includes educating the customers about
the bills, solving any issues and re verifying alternate contact
details.
• Manage all strategic initiatives at broad level that are Business
Driven and operationalized the same to meet business goals
efficiently and effectively. Act as a Single point Of contact between
Partner and Business Contact Centre.
• Was responsible to track and monitor Performance measure of on
boarding process as per six sigma metrics.
• Key person to standardize and monitor on boarding processes at

national level which also included capturing and implementing best
practices at the PAN India level.
• Manage NCE Opex for AOP Compliance, CPC and 0-4 months churn
and collection.
• Automation of process to ensure efficiency in the current process,
fraud control, cost control and an effective management of man
hours.
• Implementation Competition benchmarking has helped to
improve current standards and stand apart in the eyes of the
customers.
• To effectively manage reduction of Fraud key activities that
were closely monitored are FMS Activity on Ranger Software
(Subex), Analyzing & De-Duping new Activation base with the
existing customer base and regular training and development of the
team.
• Exposure Monitoring of Unbilled Collection includes fixing appropriate Credit Limit as per norms, Unbilled Collection Management. Reduce Bad Debts by implementation of the Credit policy and auditing Roaming data call registers log to ensure no Revenue leakage.

Key Responsibilities Handled (Voice) :
Managed Address & Credit Verification activity

Key Performance Areas:
Opening Demat A/c in system, Tracking Transaction of pledge and
Hypothecation, Issuing Welcome Letter to Demat A/c Holder, Follow up with Branch Co-ordinator for all transaction.