Summary
Overview
Work History
Education
Skills
Accomplishments
Disclaimer
Timeline
Generic
Jaywant Shetty

Jaywant Shetty

Bangalore

Summary

Customer service professional offering 14+ years of diversified experience. Excellent communication and problem-solving skills. Dedicated to achieving customer satisfaction as well as meeting or surpassing company expectations. Able to focus on projects, develop strategies and meet or exceed deadlines. Strong rapport with personnel, customers, and associates based on knowledge, professionalism, and integrity.

Overview

18
18
years of professional experience
2010
2010
years of post-secondary education
4
4
Languages

Work History

Dy. Manager

Livpure Pvt Ltd
12.2022 - Current
  • Company Overview: Cluster Service Manager
  • Website: [Not provided]
  • Taking care of entire South India (Service) - Audit Process for LPL Service Franchises and FSE's and LSH Service Franchises and FSE's - Water Purifier
  • Need to visit SFs ,FSEs, BCH and Warehouse located at Karnataka, Telangana, Chennai and Andhra Pradesh
  • Improved team efficiency by streamlining processes and implementing innovative management strategies.
  • Identified areas for improvement within the department, implementing strategic initiatives to address gaps in performance or resources.
  • Collaborated with cross-functional teams to drive business growth and achieve corporate objectives.
  • Increased customer satisfaction levels by developing targeted strategies to address client concerns effectively.
  • Need to do Physical Audit of the SF's and FSE's for Spares and Revenue related
  • Signing off the Audit reports from the Service Franchise or FSE's, ASI and BM
  • Educating about the new process at the time of SF's or FSE's visits
  • Need to do sample calling on the Out warranty calls and Revenue related customers for the Audit purpose
  • If any gap found in process, need to mark a mail to the SF's or FSE's along with the warning letter and penalty amount by keeping ASI/BSI and Seniors in loop
  • SF Stock management
  • Cluster Service Manager
  • Website: [Not provided]

Dy. Manager

Livpure Pvt Ltd
11.2021 - 12.2022
  • Company Overview: Cluster Service Manager
  • Website: [Not provided]
  • Taking care of Bangalore city and Rural part of Karnataka - Water Purifier
  • Managing 14 service partners and 10 Service engineers in KN
  • Ensuring to achieve all KPIs related to service and revenue
  • Managing Service and installation TAT, Complaint Management through partners and Own engineers
  • Achieving revenue target month on month through ACMC, ICR and ICCR product selling
  • Ensuring partners ROI to manage all KPIs
  • Monthly do the customer Audit to check the installation done by the engineer is as per the company norms
  • Track the daily performance of the partners and engineers and visit at the partner's and engineer's place to discuss about their daily, weekly and monthly performance
  • Cluster Service Manager
  • Website: [Not provided]

Asst. Manager

Bharti Airtel Ltd
08.2019 - 10.2020
  • Company Overview: Territory Service Manager (North Gujarat - DTH)
  • Website: [Not provided]
  • Taking care of North Gujarat Airtel DTH service
  • Managing 6 sales and service partners in north Gujarat
  • Ensuring to achieve all KPIs related to service
  • Managing Service SLA's, Complaint Management through partners
  • Doing Upselling products like Advance Rental, Upgrade Boxes and Retention
  • Ensuring partners ROI to manage all KPIs
  • Ensure Trade - Non-Trade online booking installation to be done within SLA
  • Retailers visits in the market to update the latest scheme
  • Monthly do the customer Audit to check the installation done by the engineer is as per the company norms
  • Track the daily performance of the partners and visit at the partner's place to discuss about their daily and monthly performance
  • Stock Management
  • Territory Service Manager (North Gujarat - DTH)
  • Website: [Not provided]

Asst. Manager

Bharti Airtel Ltd
05.2018 - 08.2019
  • Company Overview: Lead Sales and Distribution
  • Website: [Not provided]
  • Preparing daily basis reports and shares the same with the respective Sales Team
  • Successfully completed the Integration of Telenor and Tata Docomo
  • Preparing the FOFO reports on daily basis and sharing the same to the Sales Co-Ordinator and the respective TM's, ZSM's and ZBM's
  • Co-ordinating with different internal departments for new issue and setting up the processes in place
  • Sharing the transaction reports as per the request received from the TM's for solving the transaction queries of the distributor and the Retailer
  • Blocking (Barring) the numbers if any request received from the Sales Team for the Multi blocking cases
  • Also having a system knowledge of Configuration of the Retailers and the FSE Tree Change
  • Lead Sales and Distribution
  • Website: [Not provided]

Dy. Manager

Telenor (India) Communications Services Pvt. Ltd
02.2014 - 05.2018
  • Company Overview: ZONAL CAF LEAD
  • Website: [Not provided]
  • Being the single point of Contact for Ahmedabad (East) Zone, Handling the team of 30 Onroll Customer Activation Officer (CAO)
  • Responsible for maintaining the monthly CAF Rejection, Data Entry and Gross Barring Score below 0.5%
  • Responsible for proper training to all the concern teams on latest documentation policy and its adherence
  • Ensure proper tracking of Caf flows and its inward and outward from various locations
  • And ensure safe transit of all the documents
  • Ensure Quality and hygiene check of all the documents and validity as per DoT norms/ guidelines at Distributor and at retailer point
  • Co-ordinating with different internal departments for setting up the processes in place
  • ZONAL CAF LEAD
  • Website: [Not provided]

Asst. Manager

TATA TELESERVICES (MAHARASHTRA) LTD
12.2009 - 02.2014
  • Company Overview: VTM / TERM (Telecom enforcement Resource Monitoring)-DOT and Prepaid Acquisition -Documentation Process for BOM Circle
  • Website: [Not provided]
  • Responsible for interaction with VTM-DOT for MIS- Reports Compliances & coordination of activities (Inspections, audits, checks and resolution of day to day queries on customer details and vigil) for TERM- DoT and regulatory aspects
  • SPOC for VTM- DOT activities
  • Representing TTML in VTM- DOT meeting
  • Responsible for interaction with TERM- DOT Cell for enforcement of rules regulation, guidelines & norms laid down by TRAI - DOT
  • Responsible for implementation of guidelines, policies and norms communicated and set by TERM- DOT Cell on regular basis
  • Responsible for downloading and training of latest updated TERM- DOT policies, guidelines & norms Implemented by TRAI - DOT on regular basis
  • Represent TTML in TERM- DOT monthly meeting scheduled regularly at MUMBAI Cell and ensure compliance to the MOM
  • Responsible for Strict vigil and adherence of License Agreement and norms laid down by TRAI- DOT
  • Responsible for monthly SAMPLE CAF Audits conducted by TERM- DOT Cell for checking the compliance of documentation guidelines & norms laid down by TRAI -DOT
  • Responsible for arrangement and compliance of Networks, Switch, Warehouse and Customer Premises Inspections, Audits and Surprise visits conducted by TERM- DOT Cell for checking compliance with reference to License agreement, (the customer satisfaction, documentation and error free service compliance)
  • Responsible for Documentation compliance and availability of customer documents at warehouse as per TAT & minimizing Customer complaints
  • Ensure Quality and hygiene check of all the documents and validity as per DoT norms/ guidelines
  • Ensure Cafs are available online for Customer Service and resolution of queries
  • Ensure proper tracking of Caf flows and its inward and outward from various locations
  • And ensure safe transit of all the documents
  • Responsible for proper training to all the concern teams on latest documentation policy and its adherence
  • VTM / TERM (Telecom enforcement Resource Monitoring)-DOT and Prepaid Acquisition -Documentation Process for BOM Circle
  • Website: [Not provided]

Executive

TATA TELESERVICES (MAHARASHTRA) LTD
07.2008 - 12.2009
  • Company Overview: Customer Care Head - Postpaid (ROM)
  • Website: [Not provided]
  • Handling cases from Cluster office / Hubs / Dealer's ROM, etc
  • Actioning the request of VAS Related issue (Feature CRBT, Feature 3-Way Conf., Feature SMS Request, Feature Calling Level, Account Changes, Close User Group, Roaming, Feature Basic VAS, Feature Itemized Bill, VMS Feature Immediate Hotline, Hunting Feature, Kodiak Group Calling Services Feature DATA, Feature ISD and International Roaming, Feature- Password Reset Request, Centrex, Number Change, Tariff plan change, Post Del Installation, ESN Change for FWT & Handset Change
  • Handling documentation and coordinating the office, thus achieving the given targets as an individual as well as a Team
  • Reducing the percentage of Not Resolved cases by consistently co-coordinating with clusters and close looping team
  • Flashing Analysis on Attempt Wise Contact and resolution percentage and Not Resolved cases
  • Escalating Not resolved cases to respective Clusters and ensuring that same are resolved and Communicating to Customers
  • Also handling Provisioning Requests from Modification, Cluster and Assignment Teams and actioning the same on Metasolv and CRM
  • Customer Care Head - Postpaid (ROM)
  • Website: [Not provided]

Officer

TATA TELESERVICES (MAHARASHTRA) LTD
12.2006 - 07.2008
  • Company Overview: Customer Care - Back Office Operations
  • Website: [Not provided]
  • Being the single point of Contact for PTB / CCB Products & services and resolving SR's pertaining to PTB / CCB Products & services within the SLA
  • Support to all Prepaid coordinators across ROM and bridging the Gap for all processes thus, providing end resolution to all issues
  • Providing guidance and coordinating with contact center
  • Preparing various reports for managerial reviews and deciding targets month on month for total Complaints creation across ROM
  • Co-ordinating with different internal departments for new issue and setting up the processes in place
  • Downloading all products / services / processes to all concerns for smooth functioning
  • Working on case-to-case basis so as to understand Root Cause of the issues and pro-actively taking necessary action / plan
  • Resolving SR's pertaining to Technical, Non-Technical and PTB/CCB services within the SLA
  • Customer Care - Back Office Operations
  • Website: [Not provided]

Education

PGDBA - Business Administration (Finance)

Symbiosis International University (SCDL)

Bachelor of Commerce - undefined

Mumbai University (SIWS College of Science and Commerce)
Mumbai, MH

Skills

Performance improvements

Accomplishments

  • Table Tennis Tournament, Inter College Table Tennis Tournament, SIWS College of Science and Commerce, 10/01/02 to 08/31/04, Represented Inter College Table Tennis Tournament from SIWS College for consecutive three years, i.e. 2002, 2003 and 2004.
  • Sports Fiesta Table Tennis Tournament, TATA DoCoMo, 03/01/13, Achieved 1st prize in Sports Fiesta Table Tennis Tournament.
  • Table Tennis, Telenor (India) Communications Services Pvt. Ltd, 05/01/16, Achieved 1st prize in both Singles and Doubles Table Tennis Tournament in Telenor.
  • Cricket Tournament, Bharti Airtel Ltd, 09/01/19, Achieved the Best Batsmen award in Bharti Airtel Ltd Cricket Tournament.

Disclaimer

I hereby declare that all the information provided by me in this application is factual and correct to the best of my knowledge and belief.

Timeline

Dy. Manager

Livpure Pvt Ltd
12.2022 - Current

Dy. Manager

Livpure Pvt Ltd
11.2021 - 12.2022

Asst. Manager

Bharti Airtel Ltd
08.2019 - 10.2020

Asst. Manager

Bharti Airtel Ltd
05.2018 - 08.2019

Dy. Manager

Telenor (India) Communications Services Pvt. Ltd
02.2014 - 05.2018

Asst. Manager

TATA TELESERVICES (MAHARASHTRA) LTD
12.2009 - 02.2014

Executive

TATA TELESERVICES (MAHARASHTRA) LTD
07.2008 - 12.2009

Officer

TATA TELESERVICES (MAHARASHTRA) LTD
12.2006 - 07.2008

Bachelor of Commerce - undefined

Mumbai University (SIWS College of Science and Commerce)

PGDBA - Business Administration (Finance)

Symbiosis International University (SCDL)

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Jaywant Shetty