Kalpesh Mehta
Customer Service
Ahmedabad
Summary
With almost 18 years of progressive experience, this innovative and results-driven professional is dedicated to achieving exceptional results in highly competitive environments. Expertise lies in document management and seamless onboarding of new customers. Strong background in relationship management, back office operations, and driving customer service improvements while building partnerships. Consistently meets and exceeds year-on-year targets in business, earning outstanding ratings across assignments. Possesses the ability to support and sustain a positive work environment that fosters team performance.
Overview
20
20
years of professional experience
Work History
Onboarding Lead – Activation and Documents Manager
Vodafone Idea Ltd
08.2021 - Current
- Managing activations and SIM exchange for the Gujarat Cluster with document upkeep and compliance guidelines as per TRAI Compliance
- To ensuring proper Customer onboarding experience and meet minimum standards on Activations & SIMex TAT through accurate forecasting in collaboration with sales team
- Drive Improvement in TAT and reduction in Rejection% for activation and SIMex
- Number management, Responsible for MNP number re-provisioning, Number series configuration
- Premium number allocation and SIM pairing, Audit for premium number approval and invoicing
- Provide timely, information-specific, issue-focused coaching and feedback
- Tracking adoption of newly rolled out functionalities / demand and training on that to all Team Member and help to resolve they query and also provide support where needed
- Deployments of new process in various systems along with Process roll-out and adherence
- Vendor Management & Coordination with Corp CS Teams
- Help to prepare legal and regulatory case studies
- Timely resolution of Escalated issues and Root cause Analysis for the circle
- Convert VoC from various touch points into actionable for batter activation and SIMex experience
- Cross functional coordination – Corporate & Sales team for quality
- 2 time recognized with certificates for taking exceptional initiatives and cross function supports
Regional Coordinator
Axis My India
07.2020 - 02.2021
- Manage and Handle all kind of operations, Survey and Gas Activities for the Gujarat State
- During Survey manage all booking and all Team Member query and support where needed
- Also visit in other state during survey and observe all activities happening there
- Participate in all political survey and try to get proper outcome about next or coming election
- Manages various activities for Gas Agency engagement to encourage them to use out material
- Train and motivate Field Researcher Team
- Make VS wise route plan for surveyor
- Recruit New FR or Surveyor and also Co-ordinate with Old FR for build strong team
PROPERTY MANAGER
ZOSTEL (AVALON SNH)
08.2018 - 06.2020
- Responsibility – Manage all kind of operations, Sales, Maintenance and also manage property’s P&L
- Partnership partnered with various vendors and setup cashless transaction policy
- So, reconciliation become smooth which saves 25% productive time
- Manages various activities for customer engagement which generated 10% monthly profit
- Defined beat plan for all operational work
- Also, defined primitive maintenance at regular frequency to save major damages
- Weekly audit policy setup ton track against the plan
- Preparation of various MIS to analyse various metrics which metrics helps for preventive actions
- Train new HK Joanie
- Managing day to day Operations
Team leader Central EKYC activation desk
Vodafone
11.2012 - 07.2018
- Managing the portfolio Central E-KYC activation desk for 21 states for post-paid and prepaid SIM card activation and SIM replacement, team consist of 25 team members
- 100% Data quality & activation within Tat for all circles Planning marketing activities in conjunction with growth plan and ensuring execution
- Assuring that the Post-paid & Prepaid Activation TAT in the competitive market
- Cross functional coordination – Corporate & Sales team for quality activation
- Timely refresher/open house with Team for smooth execution
- Recognized with ““Well done” Award for taking exceptional initiatives resulting in to activation TAT improvement
- As Activation officer and promoted 2 time with 2 time Exceptional performance rating “ E ”
STORE MANAGER
MTS Mobile Ltd.
03.2012 - 10.2012
- Responsibility – Store manager
- Generating business by sales Prepaid and Post-paid SIM Cards
- Handling customer walk- in resolve Customer Query maintain C-SAT and generating additional revenue from existing base and retention
- Train new Joanie
- Managing day to day store Operations
- Making quarter wise and day wise report for retail and off-take
- Co-ordinate with Territory Sales Managers and potential customers
- Calling up potential customers and converting them in to leads
Customer Service Executive
HBL Global
03.2009 - 02.2012
- Meet new & Existing Clients and generate sales lead
- Sales Planning
- Sell bank product thru Lead given by HO
- Resolve Customer Query
B. H. Vyas consultancy and surveyors PVT Ltd.
04.2005 - 02.2008
- Company Overview: (Hutch / Vodafone)
- Verify all new post -paid customer and set credit limit
- Verify all new and existing prepaid customers as per TRAI guidelines
- Calling up potential customers for service and help them to Resolve Query
- (Hutch / Vodafone)
- Off role
Education
Bachelor of ARTS - undefined
Saurashtra University
Diploma in Computer appli. - undefined
Computech
D.T.P. - undefined
Computech
Computer Hardware - undefined
Aptech
Skills
Excellent communication and interpersonal skills
Timeline
Onboarding Lead – Activation and Documents Manager
Vodafone Idea Ltd
08.2021 - Current
Regional Coordinator
Axis My India
07.2020 - 02.2021
PROPERTY MANAGER
ZOSTEL (AVALON SNH)
08.2018 - 06.2020
Team leader Central EKYC activation desk
Vodafone
11.2012 - 07.2018
STORE MANAGER
MTS Mobile Ltd.
03.2012 - 10.2012
Customer Service Executive
HBL Global
03.2009 - 02.2012
B. H. Vyas consultancy and surveyors PVT Ltd.
04.2005 - 02.2008
Bachelor of ARTS - undefined
Saurashtra University
Diploma in Computer appli. - undefined
Computech
D.T.P. - undefined
Computech
Computer Hardware - undefined
Aptech
Languages
English
Advanced (C1)
Hindi
Bilingual or Proficient (C2)
Gujarati
Bilingual or Proficient (C2)
Personal Information
- Date of Birth: 05/02/87
- Marital Status: Married
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