Jaya Priyankha Raghuraman

From a casual weekend initiative among friends on WhatsApp, I co-founded Trice Communities, which has since evolved into a thriving platform for home chefs, home-based entrepreneurs, and local businesses. Since, its inception in February 2019, Trice has experienced remarkable growth, expanding from a single gated community to encompassing over 500 communities in Hyderabad.

• Overseeing a user base of 35,000+, with a strong focus on empowering over 3,000 women and local businesses, resulting in the generation of 20,000 monthly orders and a remarkable retention rate of 70%.
• Successfully secured USD 2 million in investment, reflecting our impressive journey and potential.
• Spearheading the establishment of businesses within gated communities, developing a robust go-to-market (GTM) strategy, and onboarding community entrepreneurs. I also played a pivotal role in identifying and integrating the neighbourhood business ecosystem and maintaining relationships through Community Champions across gated communities to foster community commerce.
• I played a crucial part in conceptualizing, designing, and implementing significant app features through collaborative initiatives with diverse functions, which ultimately resulted in widespread adoption among key communities.
• Managed the product's revenue and track its development, including activities related to new customer acquisition, upselling, and cross-selling opportunities.
• Leveraging community commerce insights and data analysis on customer behaviour to guide business expansion decisions, including demographic targeting and competition analysis. Additionally, I led the recruitment efforts for Community Influencers.
• Managing the complete employee life cycle, encompassing talent acquisition, training, compensation planning, budgeting, and exit management.
• Exemplary stakeholder management, prioritizing customer centricity and delivering enhanced customer experiences through predictive analysis.

My role at Trice Communities has been marked by a relentless commitment to growth and excellence, transforming a simple idea into a flourishing business that empowers local communities and entrepreneurs.

As General Manager of Customer Service Vodafone Idea Ltd., I was responsible for managing the subscriber life cycle of over 15 million Data customers. During my tenure, I successfully implemented strategies to enhance customer satisfaction, resulting in increased subscriber usage, revenue growth, and an expansion of our customer market share.

• Responsible for subscriber life cycle management over 15 million and implemented strategies to enhance customer satisfaction resulting in higher Subscriber usage & Revenue and Customer Market Share growth.
• Recognized essential business drivers for establishing robust business models and spearheaded cross-functional initiatives with the goal of fostering growth.
• Collaborate effectively with cross-functional teams, such as marketing and sales, to ensure successful product development and launch.
• Ensuring customer satisfaction through adherence to processes while leading efforts to enhance processes and improve quality in alignment with our business goals.
• Implemented a customer retention program resulting in 22% increase in upselling revenues during low usage phase.
• Forecasting call patterns basis inputs from cross functional teams on new Product Launches and Existing product upgrades.
• Attrition Rate of Employees was kept low during volatile and competitive market scenarios by fostering a positive work environment.
• Handled an Outbound Call Centre with 60 employees to handhold Customers for Services subscribed.
• Continuously monitored and improved customer satisfaction through Customer Satisfaction (CSAT) and Net Promoter Score (NPS) surveys.

• Successfully achieved an annual Revenue of Rs 450 plus Crores in Mobile Broadband Business.
• Provided valuable strategic inputs for product design, product portfolio management & product positioning across markets.
• Spearheaded the creation of Exhibitions, Road Shows, In-Store Promotional Activities to improve Brand awareness and visibility.
• Effectively managed High-performance teams ensuring consistent month on month revenue growth.

• Oversaw the complete life cycle of Telecom Value Added Services, encompassing Text, Music, Voice, and BlackBerry Services.
• Consistently ranked within the top 3 performing teams across India for 15 consecutive months, demonstrating exceptional performance and leadership.
• Utilized various analytical methods, including Churn Analytics, Voice of Customer, and Market Research, to gain insights into consumer behaviour. Conducted meaningful interactions with focus groups to deepen customer engagement.
• Successfully established and managed a tele-sales team comprising over 100 members, tasked with marketing, up-selling, cross-selling, and overseeing the product portfolio.

• Consistently achieved a remarkable 20% incremental increase in Post-paid revenues through ongoing tariff rationalization efforts.
• Led the Tele-sales Team responsible for new customer acquisitions, contributing to 12% of the total gross additions.
• Innovatively designed and implemented loyalty and referral schemes to efficiently expand and retain the customer base, resulting in enhanced customer satisfaction and retention rates.
• Acted as the Single Point of Contact (SPOC) for regulatory, TRAI, and other statutory bodies, ensuring compliance and effective communication with relevant authorities.

• Increased Value-Added Services revenue by 4% month-on-month with limited resources.
• Introduced tele-calling activities for various VAS products to increase subscription-based services which resulted in increase in ARPU.
• Established a VAS Escalation Desk at Call Centre to handle corporate subscribers.
• Managing VAS promotions through “Burra Katha” (created a folk-lore in Telugu for reaching rural markets) activities across the state & became No.1 Circle in National based contests & “!Buzz”

• Responsible for churn control involving validity extension through conversion of talk time.
• Actively involved in revenue enhancement through Buddy Recharge

• Started my career in Customer Services and subsequently moved to Marketing in 2003 handling Call Centre, Roaming Services to Value Added Services in Marketing.