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Digant Acharya
Business Analyst Manager
Mumbai
Summary
Organized and dependable candidate, successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
13
13
years of professional experience
3
3
Languages
Work History
Demand Manager (Business Analyst)
Vodafone Idea LTD
12.2022 - Current
- Performed gap analysis to identify areas of improvement.
- Gathering and documenting business requirements from stakeholders. Collaborated with stakeholders to define project objectives and criteria.
- Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
- Streamlined project management with effective communication and collaboration across cross-functional teams.
- Performed gap analysis between existing systems or processes and desired state, identifying areas for improvement or enhancement.
- Improved business processes by analyzing current practices and recommending optimization strategies.
- Assessed business requirements to forecast annual budgetary operational costs.
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
Field Support - Activation Manager
Vodafone Idea LTD
11.2020 - 11.2022
- To ensuring proper Customer Onboarding experience and meet minimum standards on Activations TAT
- Manage operation for timely and error free Activation Journey & ensure seamless customer on boarding
- Regularly audit and ensure compliance as per audit findings
- Coordinate with IT for field issues and ensuring fix and getting route cause analysis of issue & close-loop with circle teams
- Identifying downtime and ticket tracking to be done on weekly basis along with stakeholders
- Build development in Retailer App journey to enhance trade experience & seamless experience for customers
- Improve NPS score for Prepaid onboarding journeys by ensuring support to Field S&D and Retail teams on IT and network related issues.
HNI/VIP Relationship Manager
Vodafone Idea LTD
08.2019 - 10.2020
- Manage premium post-paid Enterprise customers & High net worth customers (CXO level, Managing director, Celebrity, politician etc.)
- Responsible for achieving sim sales targets on weekly basis
- Upselling and cross selling of IROAM pack, cloud server, Plan upgrading etc
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction
- Ensure customer retention by providing resolution for customers queries within provided time. Delivering churn less than 0.5%
- Visit customers on daily basis to enhance customer engagement
- Enhancing international roaming penetration by offering IROAM packs to roaming customer
- Arrange Network visit on network complaints when required and provide network solution within provided timeline
- Built and maintained relationships with new and existing clients while providing high level of expertise
- Ensuring complete Collection for the base
Zonal Retention Lead
Vodafone India LTD
08.2016 - 03.2019
- Developed and executed strategic plans for process improvement, driving operational excellence across the organization.
- Responsible for overall churn management for respective zone.
- Driving retention outbound calling team at Vendor partner setup.
- Responsible for reduction of churn, premium churn, port out and movement to prepaid cases.
- Handling customer escalation.
- Analysis of data to find out insights of concern area of churn. Do call listening and share feedback with agents.
- Responsible for conducting refreshers and briefings at the Zone & channel partner setup.
- Presenting weekly/monthly review.
- Visiting market to know Voice of customer.
Store Supervisor (Retail Store)
Vodafone India LTD
07.2012 - 07.2016
- Responsible for achieving postpaid sales target for Vodafone Retail store.
- Responsible for overall store EBITDA score.
- Control overall Churn management (Reduction in Postpaid to Prepaid Migration, Voluntary churn & Port out)
- Responsible for conducting refreshers and briefings at the Store
- Monitor & driving executive's daily productivity.
- Handling Store in absence of the Store Manager.
- Conduct weekly audits to ensure minimum errors and adherence to process norms (Tagging error, customer handling flow).
Customer Service Executive (Retail Store)
Vodafone India LTD
04.2011 - 06.2012
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues
- Handling customer query walk-in at store.
- Responsible for achieving Individual postpaid sales, NPS (Service) and hardware target.
- Keep proper follow-ups of pending cases and close it within TAT.
Education
Bachelor of Commerce - Financial Accounting
Niranjana Majithia College of Commerce And Arts
Mumbai, India 04.2001 -
Higher Secondary School Certificate - Commerce
Esplanade Junior College
Mumbai, India 04.2001 -
Secondary School Certificate -
Little Flowers English High School
Mumbai, India 04.2001 -
Skills
Requirements Gathering
Interests
Travelling
Sports
Craft
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Hindi
Gujarati
Work Preference
Work Type
Full TimeLocation Preference
On-SiteImportant To Me
Work-life balanceHealthcare benefitsPersonal development programsTeam Building / Company RetreatsTimeline
Demand Manager (Business Analyst)
Vodafone Idea LTD
12.2022 - Current
Field Support - Activation Manager
Vodafone Idea LTD
11.2020 - 11.2022
HNI/VIP Relationship Manager
Vodafone Idea LTD
08.2019 - 10.2020
Zonal Retention Lead
Vodafone India LTD
08.2016 - 03.2019
Store Supervisor (Retail Store)
Vodafone India LTD
07.2012 - 07.2016
Customer Service Executive (Retail Store)
Vodafone India LTD
04.2011 - 06.2012
Bachelor of Commerce - Financial Accounting
Niranjana Majithia College of Commerce And Arts
04.2001 -
Higher Secondary School Certificate - Commerce
Esplanade Junior College
04.2001 -
Secondary School Certificate -
Little Flowers English High School
04.2001 -
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