Power BI
Hansraj Sharma
Noida/Chandigarh
Summary
Hardworking and motivated professional with 14+ years of experience and record of success in industry. Solid history balancing team performance, customer service targets and business objectives. Decisive leader with good planning and organizational skills.
Overview
14
14
years of professional experience
Work History
Lead Customer Engagement and Retention
Dish TV India Ltd
Noida
05.2023 - Current
- Design Usage and Retention frameworks for brand to identify different ways of Segmentation for performing customer usage and revenue enhancement.
- Develop and implement initiatives around locking customer for longer durations by aiding sales of vouchers with longer validity; drive initiatives to ensure upselling to existing customers
- Work closely with the CC O/B operations team to manage adoption, cross sell, upsell of talk time recharges, STVs/Packs and bulk minutes with a view to increase penetration and revenues, thus reducing churn/non-usage
- Deliver in-life retention programs & campaigns, ensuring that multi-channel, OBCC Calling, integrated campaigns are prioritized internally and externally with other agencies and delivered in the most effective manner
- Handled end to end Retention activities for existing customers
- Understand the gaps in revenue & work on levers of improvement like FMR upgrades, Box upgrades
Sr.Manager/Manager –Retention, Collection and Out Bound Calling for Prepaid Retention Process
Vodafone Idea Ltd
Mohali
11.2018 - 04.2023
- Handled customer retention and Collection end to end process
- Managing & monitoring delinquent account collection; establishing terms of payment as well as handling Agency management
- Reviewing the collections strategy regularly and training Collection Manager to ensure that the collection techniques change with the change in the legal and economic situation
- Delinquency management; analyzing the delinquency reports and monitoring the trends in collections by referring to concerned areas & profile patterns and feedback
- Regular visit to the IBCC and OBCC partner to understand to operational issue and take the necessary action to fix those issues
- In-depth knowledge of day to day operations in all types of Service Delivery with rich experience in handing teams and designing new strategies
- Increase the App penetration and utilization of digital platform through app and non tele-co product like Amazon prime, hot-star etc
- Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Created monthly reports for senior management summarizing operational performance metrics.
Assistant Manager – Voice U&R
Idea Cellular Ltd
Mohali
05.2017 - 10.2018
- Designed the separate program for only incoming base and convert the same in to outgoing usage base
- Competent in overseeing entire Prepaid Life Cycle Management and planning & carrying out activities to improve overall experience
- Designed the Loyalty program for prepaid subs and increased the brand value of organization
- Regular Customer Health Check on different parameters to get the insights & Study Product behavior
- Responsible for complete Voice UnR activities for the circle, which includes namely, Segmented offer promotions, upselling, cross-selling and churn management
Assistant Manager – Data U&R
Idea Cellular Ltd
Mohali
01.2015 - 04.2017
- Work with leadership on planning and successful implementation on strategic initiatives for Data, User engagement and enhance circle KPI’s
- Partner and work cross functionally to give timely feedback, product ideation and development, configuration and distribution of data product in collaboration with Marketing, Networks and Finance
- Plan campaign, align data analytic activities, benchmark performance and achieve desired results and involved in timely and accurate reporting
- Perform competitive analysis in collaboration with internal stakeholders and derive market intelligence, create business cases and execute same based on insights derived out of analytic operations performed on large datasets
- Develop understanding of data customer behavior, perform churn analysis, design VoC, drive data products penetration and revenues through targeting specific customer segments in postpaid and promoting product activations
Senior Executive – Business Analyst, EA to Vice President, Service Delivery
Idea Cellular Ltd
Mohali
10.2011 - 01.2015
- Act as strategic assistant to senior management of Service Delivery and Vice – President and assist in timely reporting, impact analysis, dashboard preparation and facilitate timely decision making
- Financial planning, budgeting, management of all the service related to the function in the circle and vendor management
- Regularly involved in operational benchmarking, process audits and management with TRAI authorities for regulatory areas and interventionist
- Coordinated cross-functional teams to streamline processes and improve efficiencies.
- Analyzed business performance data and forecasted business results for upper management.
Senior Executive – Business Analyst, Mobility Operations
Aircel Cellular Ltd
Mohali/Jammu
06.2009 - 10.2011
- Responsible for working closely with the CEO to execute on his plans and strategies for the Circle (Punjab/J&K/HP)
- Provide analyses that would help strategic planning as well as ongoing Operations of the existing businesses
- Develop new & innovative reports to give insight into various business parameters and get more into details for each function & explore opportunities to develop new reports especially on customers profiles, usage behaviors etc
- Coordinated cross-functional teams to streamline processes and improve efficiencies.
- Analyzed business performance data and forecasted business results for upper management.
Business Analyst
Reliance Communications Ltd (DTH) – Operations and MIS
Mohali
03.2008 - 05.2009
- Part of launch team for big TV for the states of Punjab, HP, J&K and Haryana
- Managed all the post and pre-launch activities for the organization
- Follow-up with Sales Team (Cluster Heads and Channel Managers), Circle & DAKC
- To arrange MIS training for the Cluster level employees and Make them Understand the importance of MIS activities
Sales Operations Analyst
Bharti Airtel Ltd – Operations and MIS
Mohali
03.2007 - 03.2008
- Handling Easy Recharge Server for New Retailer Configurations, New Distributor Creation, and Tree Change etc
- Processing of Channel Commissions for Prepaid, Postpaid channel. Partners for different schemes launched by company on monthly basis for business promotion including Activation commission, Secondary commission, Top up commission and miscellaneous commissions
- Generated comprehensive reports detailing changes in consumer behaviors across different regions or product lines.
Education
MBA - Marketing Management and Research
MDU
03-2008
Post Graduation (MA) - History
HPU
03-2005
Graduation - Art
HPU
03-2003
Diploma - Computer Science And Programming
Industrial Training Institute
Bilaspur HP08-2002
Skills
- Business Analyst, Market Analysis,
- Customer Engagement and Service & Retention
- Sales Operations and Planning
- Sale forecast, Recharge upselling,
- Problem-Solving and Conflict Resolution
- Sales Upselling Training
- Customer onboarding and Hand holding
- Retention Strategy Developments & campaigns
- Cross-functional coordination
- Agency management
- Customer Life Cycle Management
- Recovery and collections
- Strategic Planning & Analytical Skills
Personal Information
- Father's Name: Sh. Bhagi Rath Sharma / Date of Birth: 26 May 1982/ Married
Work Preference
Work Type
Full TimePart TimeWork Location
On-SiteRemoteHybridImportant To Me
Flexible work hoursHealthcare benefitsPersonal development programsCareer advancementWork-life balanceCompany CultureWork from home optionStock Options / Equity / Profit SharingWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Judge a man by his questions rather than his answers.
Voltaire
Software
SQL
MS Access
MS office
MS Power point
Languages
English
Native language
Hindi
Advanced (C1)
C1
Punjabi
Elementary (A2)
A2
Interests
Playing and watching cricket
Travelling
Reading some good books
Photography
Gardening
Running or jogging
Timeline
Lead Customer Engagement and Retention
Dish TV India Ltd
05.2023 - Current
Sr.Manager/Manager –Retention, Collection and Out Bound Calling for Prepaid Retention Process
Vodafone Idea Ltd
11.2018 - 04.2023
Assistant Manager – Voice U&R
Idea Cellular Ltd
05.2017 - 10.2018
Assistant Manager – Data U&R
Idea Cellular Ltd
01.2015 - 04.2017
Senior Executive – Business Analyst, EA to Vice President, Service Delivery
Idea Cellular Ltd
10.2011 - 01.2015
Senior Executive – Business Analyst, Mobility Operations
Aircel Cellular Ltd
06.2009 - 10.2011
Business Analyst
Reliance Communications Ltd (DTH) – Operations and MIS
03.2008 - 05.2009
Sales Operations Analyst
Bharti Airtel Ltd – Operations and MIS
03.2007 - 03.2008
MBA - Marketing Management and Research
MDU
Post Graduation (MA) - History
HPU
Graduation - Art
HPU
Diploma - Computer Science And Programming
Industrial Training Institute
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