Jaya Paul
Chennai
Summary
Dynamic Senior Manager with a proven track record at EXL Service, excelling in strategic planning and event management. Recognized for leading cross-functional teams and achieving significant process improvements. Adept in budgeting and risk management, I leverage strong interpersonal skills to foster collaboration and drive organizational success.
Overview
25
25
years of professional experience
Work History
Senior Manager - PMO
EXL Service
Chennai
01.2024 - Current
- Developed and executed strategic plans, aligning with organizational goals and objectives
- Managed resources, budgets, and vendors to deliver high-quality events
- Led cross-functional teams, including event management, marketing, and logistics
- Collaborated with stakeholders, including executive leadership, sponsors, and partners
- Conducted risk management, contingency planning, and post-event evaluation
- Managed monthly billing, forecasting, and resource tracking
- Coordinated onboarding/offboarding, open positions, and administrative tasks
- Provided management reports, established guidelines, and ensured process improvements
- Skills: Strategic planning and execution, Event management and marketing, Budgeting and cost management, Vendor and supplier management, Team leadership and mentorship, Risk management and contingency planning, Microsoft Excel and PowerPoint proficiency
Entraprenuer
Geo Teleservices
Pune
06.2017 - 08.2018
- Company Overview: Franchisee for
- AstTECS
- Empowering unified communications with Open Source Technology
- Selling customised Telecom Products and Solutions like Call Centre Dialer with Integrated CRM, IPPBX, Video Conference Solutions, IVR Systems, Voice Logger, GSM Gateways, IP Phones, PRI Cards
- Franchisee for
- AstTECS
- Key Acquired Accounts - Indian Railways Pune, Indian Railways Bhusawal, Vakarangee Enterprises, JKL India Solutions
- Top Skills – Telecommunication, Team Management, Vendor Management, Hospitality Management
Entraprenuer
Jaaya Communication
Pune
12.2009 - 06.2013
- Company Overview: Tata franchise True value Hub
- Managed the firm and association with Tata Franchise True value Hub as a Channel Partner to promote company’s telecom products in the assigned territory
- Managed entire operations of the firm assuming final accountability to achieve targeted business volumes and the profitability levels
- Built a strong sales team and promoted sale of company’s telecom products –handsets prepaid and post-paid connections across all potential markets predominantly three major accounts
- Developed and nurtured productive business relations at decision making levels with all major accounts and retained their continued patronage with prompt and personalised services
- Tata franchise True value Hub
- Achievements: Consistently surpassed the sales target of 200 post-paid connections per month from the store
- Expanded the cliental base from 0 to over 100 with superior delivery of services
- Successfully handled 3 Major accounts with 1000+ post-paid connections and maintained uninterrupted inflow of business with focused and priority service delivery
Assistant Manager – Customer Care
TATA TELE SERVICES MAHARASHTRA LIMITED
Pune
12.2008 - 12.2009
- Managed customer care service delivery and ensured observance laid down service standards by all channel partners
- Conducted service audits of the channel partners, identified and eliminated service outages to retain customers’ loyalty with the company
- Set up an effective customer feedback mechanism to capture service gaps and improve services to retain and expand base of satisfied customers
- Achievements: Acknowledged as a significant contributor in Post-paid Retention process
- Successfully implemented CLCM – Customer Life Cycle Management
- Efficiently handled all new activations or first 3 months base making customer feel special in 1st impression
Senior Executive – Service Assurance
BHARTI CELLULAR LIMITED (Airtel)
09.2001 - 12.2008
- Efficiently managed customer service delivery to win customers’ delight and prolong their association with the company
- Ensured resolution of customer complaints within minimum turnaround time through engaged outsourced agencies
- Identified and eliminated customer service delivery gaps with regular monitoring and effective feedback mechanism
- Actively involved in conducting external & internal Audits for the entire 51 ARC (Airtel Relationship Centres) in Maharashtra & Goa Circle to ensure observance of service standards
- Organised training sessions for both Customer Service Officers and Floor Managers to update their management and leadership skills
- Led, guided and controlled a team of customer care officers and provided them regular updates on products/processes
- Resolved escalated customer service related issues and coached the team members on the skills to handle difficult queries
- Achievements: Maintained score of over 90% on customer satisfaction rating based on customer feedback through CAR (Customer Assessment on Resolution)
- Analysed customer complaints through ICE (Instant Customer Engagement) to identify and resolve service quality related issues
- Actively contributed in implementing new projects to upgrade CSD (Customer Service Delivery) cycle
- Successfully conducted process audits on Customer Accounting, Bill Delivery, Collections, Prepaid & Post-paid Connections and submitted structured reports
- Completed Six Sigma Lean and Green Belt Project
- Played significant role in Bharti national Project of ICE, PAANCH and SPARSH
- Assumed role of Quality Champion in monitoring calls of the agents
- Set up effective interaction with western region Airtel Team Coordinator in resolving customer complaints (on hold) requests on priority
- Efficiently managed catering needs of customers seeking Service/ Sales, out of Lobby catering service owned by Bharti Mobinet Limited, Chennai
- Successfully managed catering requirements of 100 customers per day
- Acknowledged as a ‘Pioneer ‘in the process of implementing Project DEVI (Delight Every Visitor immensely)
- Overseen operations at Business associates owned Connects for three months
- Honoured with Airtel Star Award for best retention skills
Assistant Manager Banquets/ Banquet Sales Executive/ Banquet Sales Assistant
Quality Inn Aruna Hotel
Chennai
10.1999 - 09.2001
Education
Bachelor’s Degree - Economics
S.I.E.T College
01.1999
Skills
- Customer Relations Management
- Project management
- Event management
- Team leadership
- Customer relationship management
- Effective communication
- Resource allocation
- Cross-functional team leadership
- Business performance management
- Operations planning
- Budget administration
- General Administration
- Customer Services
- SLA Compliance
- Business Development
- Sales
- Attrition Management
- Retention
- Product Improvement
- Process Improvement
- MIS Reporting
- Reviews
- Conflict Resolution
- Six Sigma Lean
- Team Leadership
- Strong Interpersonal Skills
Languages
- English
- Hindi
- Tamil
- Sindhi
- Bengali
Personal Information
Date of Birth: 05/26/78
Timeline
Senior Manager - PMO
EXL Service
01.2024 - Current
Entraprenuer
Geo Teleservices
06.2017 - 08.2018
Entraprenuer
Jaaya Communication
12.2009 - 06.2013
Assistant Manager – Customer Care
TATA TELE SERVICES MAHARASHTRA LIMITED
12.2008 - 12.2009
Senior Executive – Service Assurance
BHARTI CELLULAR LIMITED (Airtel)
09.2001 - 12.2008
Assistant Manager Banquets/ Banquet Sales Executive/ Banquet Sales Assistant
Quality Inn Aruna Hotel
10.1999 - 09.2001
Bachelor’s Degree - Economics
S.I.E.T College
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