Khursheed Ahmad

• Managed customer base of 1.2 million for mobility and 1.4 million for IoT across 14 states in North and East.
• Achieved targets for retaining enterprise subscribers.
• Drove market share growth with effective customer value management programs.
• Managed end-to-end Customer Life Cycle using proactive and reactive strategies.
• Followed national processes, identified improvement areas, redefined processes using gap analysis.
• Developed skills and competencies to create an efficient customer service team.

• Annual billing - Rs. 1800+ Cr. | Unique accounts - 80K+ | On-roll team - 180+ | Agency count - 100+.
• Formulated strategies to optimize collections for Mobility & IoT across the country.
• Oversaw collections from large and medium accounts by leveraging both in-house and outsourced resources.
• Managed collections from small accounts using centralized telecalling methods.
• Automated and digitized collections and credit processes, including onboarding, verification, and de-duping.
• Identified improvement opportunities through team reviews and VOC.
• Reducing involuntary churn through proactive & reactive tools & techniques i.e. retention tools, waivers.
• Ensured collection costs remained within budget through strategic cost management.
• Partnered with shared services team to maintain accurate and timely MIS and KPI reports.
• Led cross-functional teams in business improvement initiatives.

• Job responsibilities & wok profile same as above at state level

• Postpaid billing & collections | Customer retention & churn control
• Service center operations & expansion | Customer experience management
• Company owned store operations & RoI | Service experience & assurance
• Training & development of store & zonal staff | Process compliance & audit

• Customer communications / Customer loyalty program management
• Channel / Field customer service operations
• Service renewal & retention target achievement
• Up-selling through structured customer connect & relationship

• Customer experience management | Customer on-boarding
• TERM compliance | Document warehouse management
• Acquisition quality control | Customer verification & audit

Zonal Service Head –Aug’08 to Mar’12 Kanpur & Lucknow (U.P)

• Billing collections & retention | Customer life cycle management
• Key account management | Showroom operations & RoI

• Collections & credit | Retention & churn control | First bill & high value churn
• Showroom experience management | C-Sat & quality audit scores
• Customer life cycle management | Service provisioning | Documentation & activation

• Sales target achievement | Billing & Cash management
• Customer service desk management | Complaints handling
• Visual merchandising | General floor management

• Hard collections, Skip tracing | Legal actions through notices & Lok-Adalat
• High value default control | Negotiation & settlement | Agency management.