Summary
Overview
Work History
Education
Skills
Personal Information
Current Role
Timeline
Generic

Kamal Bhatia

Customer Service Professional
Ahmedabad

Summary

With over 19 years of robust experience in Service Delivery, seasoned professional across a variety of dynamic sectors including ISP, Digital Cable TV, Telecom and Aviation. My career is marked by a commitment to excellence and a proven track record of success in driving operational efficiency and customer satisfaction. My diverse background equips me with a unique perspective and a comprehensive skill set that I leverage to deliver outstanding results in every project I undertake.

Overview

27
27
years of professional experience
1998
1998
years of post-secondary education
3
3
Languages

Work History

HEAD: CIM

GTPL HATHWAY LTD.
08.2017 - Current
  • Head of PAN India Customer Service Operations with GTPL for both Broadband and Digital Cable TV Business.
  • Responsible for Customer Experience KPIs, which include an Inhouse Contact Centres at Ahmedabad, Pune, Belgaum and Kolkata.
  • Responsible for Partner Call Centre locations at Hyderabad, Kolkata, Bangalore, Baroda and Ahmedabad.
  • Managing KPIs through various touch points i.e. Call Centre, Walk-in, Social media, Emails, Chat.
  • Ensure Quality of Service is maintained along with Brand image.
  • Ensure desired Complaint | Communication SLA is maintained.
  • Close Coordination with Cross Functions | Regional Teams and help improve Performance.
  • Ensure Customer satisfaction Surveys are conducted.
  • Managing Training function which takes care of NHT | Refreshers | JKQ.
  • Also acting as an Appellate Authority for GTPL Broadband, with close coordination with Government bodies | Representatives from TRAI / DOT.
  • Total Team size 200 (Direct Reportee: 04).

HEAD: CIG & SERVICE OPERATIONS

Videocon Telecommunications Ltd
02.2010 - 03.2017
  • Managing Customer Services Operations, Generating Leads, Monitoring Quality and ensure process adherence and process corrections.
  • End to End Service Delivery Operations Management & ensure desired SLA is achieved with no impact on Brand image, which mainly included Customer Calls, Complaints and Communication.
  • Ensure Contact Centre QoS parameters are achieved at all the levels and manage the entire Customer Life Cycle.

MANAGER: IDEA CELLULAR LTD-Customer Service Ops.

Idea Cellular Limited
09.2008 - 02.2010
  • Managing Partner for Inbound and Outbound Call Centre processed outsourced.
  • Acting as SPOC for partner from Idea side and responsible for end to end KPIs of the Centre.



ASSISTANT MANAGER: IDEA CELLULAR LIMITED - SERVICE OPERATIONS

Idea Cellular Limited
06.2006 - 09.2008
  • Managing team of 25 Agents and responsible for their performance.
  • Help Team in achieving desired KPIs.
  • Monitoring Centre Reports & SLAs.
  • Conducting reviews with Team.




ASSISTANT MANAGER: IDEA CELLULAR LIMITED - RESPONSE BACKEND PROCESS

Idea Cellular Limited
09.2003 - 06.2006
  • Worked as second line in Response (back end) Team, which included supervision of CFCB (Customer Follow-up & Call Back), entire complaints received through SMS portal & through various business partners / front offices of Gujarat or other channels.

CALL CENTRE OFFICER

Idea Cellular Limited
09.2001 - 09.2003
  • Started as a Call Centre Agent & responsible for handling customer queries.

CSA

Jet Airways
06.1998 - 09.2001
  • Mainly engaged in Customer Service Operations at Ahmedabad Airport.
  • Handled all areas of Check-in, Handling Walk-in Customers, Reservations, Ticketing, Customer Complaints & Grievances and ensuring revert within desired SLA.

Education

B.COM -

M.J. College of Commerce

Skills

  • Customer Service
  • Complaint Management
  • Contact Centre IVR Inbound Outbound
  • Customer Retention
  • SLA Management
  • Team Management
  • Vendor Management
  • Managing Walk-in touchpoints

Personal Information

  • Date of Birth: 08/11/77
  • Nationality: Indian
  • Marital Status: Married

Current Role

CIM Head (CS), DGM

Timeline

HEAD: CIM

GTPL HATHWAY LTD.
08.2017 - Current

HEAD: CIG & SERVICE OPERATIONS

Videocon Telecommunications Ltd
02.2010 - 03.2017

MANAGER: IDEA CELLULAR LTD-Customer Service Ops.

Idea Cellular Limited
09.2008 - 02.2010

ASSISTANT MANAGER: IDEA CELLULAR LIMITED - SERVICE OPERATIONS

Idea Cellular Limited
06.2006 - 09.2008

ASSISTANT MANAGER: IDEA CELLULAR LIMITED - RESPONSE BACKEND PROCESS

Idea Cellular Limited
09.2003 - 06.2006

CALL CENTRE OFFICER

Idea Cellular Limited
09.2001 - 09.2003

CSA

Jet Airways
06.1998 - 09.2001

B.COM -

M.J. College of Commerce

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