Dilip Kumar

· Extract and transform operational data using SQL queries and ETL tools to create daily and ad-hoc reports, ensuring accurate and timely data flow for the Operations Team.

· Analyse operational data to identify trends, performance gaps, and areas for improvement, providing actionable insights to support decision-making.

· Led the automation of reports, improving operational efficiency by ensuring daily reports are automatically emailed to the Pan India Operations Managers and integrated into mobile apps and LCO portals.

· Leverage Power App API to streamline and automate last-mile email communications, enhancing internal data flow and improving stakeholder engagement.

· Support the online penetration project by analysing customer data and trends to drive online payment adoption among high-subscriber local cable operators.

· Work with online payment vendors to analyse payment settlements, perform data reconciliation, and ensure timely resolution of discrepancies.

· Prepare process notes and flowcharts to document project workflows, driving process optimization and improving operational efficiency across teams.

· Analyse historical performance data to help set AOP targets for the upcoming financial year, ensuring targets are aligned with business goals and previous achievements.

· Escalation Management:

Handled NCR Telemedia GIS escalations and resolved critical issues.

· Order Analysis & Reporting:

Conducted monthly analysis on orders provisioning to ensure smooth operations.

Generated reports on New Orders, LSG, Service Change, and Disconnection Orders.

· Service Request Feasibility:

Prepared daily, weekly, and monthly reallocation service request feasibilityreports.

· Site Launch & Performance Reporting:

Managed New Copper and FTTH site launch reports to track project progress.

Produced weeklyand monthly employee performance reports to monitor team efficiency and performance.

· Reporting:

Published Pan India mobile fault and open service request reports.

Shared Pan India service partner monthly payout reports.

· Payout Management:

Imported weekly & monthly payout claims in the portal for Alcatel, Huawei, and ZTE.

Shared monthly payout invoices and details with clients (Alcatel, Huawei, ZTE, Haier, ADCOM, Kingbell).

· Issue Resolution & Process Improvement:

Responsible for resolving any internal software issues.

Explored and implemented new solutions to improve efficiency across processes, technology, and team dynamics.

· Team Leadership:

Trained and mentored employees to maximize team performance.

· Customer Service:

Handled customer concerns and escalated major issues to supervisors for prompt resolution

Reporting:

Published North India Airtel Fixed Line reports for Gross Faults, SR SLA, Repeat & Re-open service requests.

Published North India Airtel Fixed Line complaint reports.

Published daily engineers performance reports to track team efficiency.

Consolidated reasons for open complaints to identify recurring issues.

Delivered daily Con Call reports for CTO Airtel North India on SR SLA, open complaints, and Zonal Manager-wise performance.

Employee Management:

Managed North India outsourced employee OLM ID and ICRM ID creation, deletion, and suspension.

Handled North India outsourced employee mail ID creation and ICRM responsibility assignments

· Consumer & Audience Research: Conducted in-depth research on consumer behavior, providing detailed reports to identify areas for salesand customer retention improvement.

· Cross-Department Collaboration: Built and maintained strong relationships across departments to secure support for projects.

· Retention Strategy Development: Developed and implemented customer retention strategies based on feedback and insights.

· Dashboards Management:

Created and maintained Fixed Line/DSL (Broadband) Reactivation dashboard for Delhi NCR.

Developed Voluntary Disconnection Service Request (SR) Vs Retention dashboard for both Fixed Line/DSL and Mobility services.

Managed Service Request Open SR SLA Pendency dashboard.

Oversaw Reallocation dashboards (daily, weekly, monthly).

· Base Monitoring:

Maintained daily fixed line/DSL broadband & mobility base for Delhi NCR.

Managed monthly DSL inactive base and Winback inactive base allocation to partners for DSL Reactivation (Broadband).

· Data Import: Import tele-caller wise data into internal software using SQL queries.

· Bank Deposit Data: Import daily bank deposit information (three times a day) into internal software using SQL queries.

· Tele-calling Feedback: Send tele-calling feedback to Vodafoneand Airtel backend teams.

· Payment Coordination: Coordinate with Vodafone and Airtel backend teams for payment updates and resolve any issues.

· Postpaid Payment Updates: Process Postpaid mobile payments(Cash, Cheque, and Bulk E-Top-ups).

· Performance Tracking: Maintain daily performance tracking for tele-calling agents.

· Process Performance Monitoring: Track and report daily performance of the process to ensure efficiency and accuracy.

Import Data: Import tele-caller wise data into internal software using SQL queries.

Bank Deposits: Import daily bank deposit information (triple entry) into internal software via SQL queries.

Tele-calling Feedback: Send tele-calling feedback to the Vodafone backend team.

Payment Updates: Coordinate with the Vodafone backend teamfor payment updates and resolve any issues.

Payment Processing: Handle Postpaid mobile paymentsincluding Cash, Cheque, and Bulk E-Top-ups.

Performance Tracking: Maintain daily performance records for tele-calling agents and operational processes.

Data Monitoring: Track and report daily performanceof the process to ensure efficiency and meet targets.