Kiran Panchal
Mumbai
Summary
Dynamic professional with extensive experience in collection and recovery management at Bharti Airtel Ltd. Proven track record in enhancing revenue and customer retention through strategic agency management and exceptional team leadership. Skilled in data analytics, driving high-performance results while ensuring regulatory compliance and fostering strong customer relationships.
Overview
21
21
years of professional experience
Work History
Zonal Operation Manager
Axis My India
Mumbai
09.2024 - 03.2025
- Company Overview: Media research and survey company
- Project to be implemented on Ground. Handling Political Project ( Exit Poll for Bihar and Delhi Locations ) & also Non- Political Project ( Skill with NSDC and Railway with CRIS ) Govt Projects.
- Alignment of Surveyor, Field researcher, Coach for execution of Project.
- Transportation, Gift and Kit to be arranged and to be reached on field before starting of Project.
- Quality Feedback to be shared and action to be taken of Field team.
- New Field recruitment, visited Maharashtra Villages for Company recruitment.
- Training to be done before project implementation.
- Field issues to be checked and highlighted to IT and Project team for smooth Functioning.
- Media research and survey company
Sales, Billing and Collection & Retention Manager
HATHWAY Digital LTD.
Mumbai
08.2019 - 09.2024
- Company Overview: Cable and broadband service provider.
- Increasing renewal, which leads to higher collection sustain of base.
- Handling sales for Mumbai, Primary STB's sales. (On field doing approximately 400 sales.)
- Call center management for maximum renewal, win-back, and collection of STBs.
- Managed area managers and executives for Mumbai and Pune.
- Achieved the highest renewals (96%) and win-back (6%) for two quarters.
- Set up call centers in Mumbai and Hyderabad.
- Cable and broadband service provider.
Credit Card Collection Manager (Bucket 4 & 5)
HDFC Bank
Mumbai
01.2019 - 08.2019
- Company Overview: Leading banking and financial services.
- Handled Bucket 4 and 5 credit card collections.
- Handled on-roll backend collection staff and agencies to improve the collections and reduce the flow for the next bucket.
- Also handed high-value and settlement Cus personally.
- Managed agency handling and compliance as per banking norms.
- Maximized collection and reduced the flow to the next bucket.
- Leading banking and financial services.
Zonal Recovery, Collection & Retention Manager for Mumbai Circle
Bharti Airtel Ltd
Mumbai
09.2015 - 01.2019
- Company Overview: Telecommunications company managing Recovery.
- Managed Recovery (Increased revenue from 6 million to above 10 million) collections ( 92% ) in DO & D-1 and retention (75% ).
- Managed Recovery were have reduced Bad debts of Airtel and increased the revenue.
- Handled 7 Agencies 4 out of Mumbai and 3 with in Mumbai to take out above 180 day recovery bucket.
- Managed collection & retention agencies for bucket 0 & bucket 1.
- Handled customer disputes at doorstep across mobility business.
- Trained and motivated agency teams for high collection results.
- Telecommunications company managing Recovery.
Relations hip Manager for Mumbai Circle
Bharti Airtel Ltd
Mumbai
09.2012 - 08.2015
- Manage relationships with high-value customers.
- Managed VIP customer ( 1500 ) base with exceptional service.
- Implemented loyalty programs to increase satisfaction.
Business Analytics for Entire Mumbai & Maharashtra Circle
Bharti Airtel Ltd
Mumbai
08.2011 - 09.2012
- Handling data analytics for broad teams.
- Data management for collection and retention teams.
- Provisioning and cost management.
- Analysis of data for retention and collection.
Service Recovery Team
Bharti Airtel Ltd
Mumbai
09.2009 - 01.2011
- Service recovery for escalated complaints.
- Tracked and improved client service complaints.
- Ensured high performance targets for data services.
Support Department
Bharti Airtel Ltd
Mumbai
06.2008 - 09.2009
- Providing support to repeated escalated calls.
- Managed escalated cases and provided resolutions.
- Ensured customer delight through exceptional service.
Retention Team Champ
Bharti Airtel Ltd
Mumbai
12.2006 - 06.2008
- Retention and customer service management.
- Managed MIS and reporting for the retention team.
- Handled 2 teams for call center retention purposes.
Customer Care Executive
Bharti Airtel Ltd
Mumbai
10.2003 - 12.2006
- Customer service and support role.
- Resolved customer queries and complaints.
- Provided unmatched customer service experience.
Education
MBA - Marketing
N L Dalmia College
Mira Road06-2012
B.Com -
St. Xavier's College
FortSkills
- Collection and recovery management
- Credit analysis
- Agency management
- Data analytics
- Regulatory compliance
- Sales strategies
- Customer relationship management
- Team leadership
- Revenue enhancement
- Customer retention
- Vendor & Agency Management
Accomplishments
- Achieved revenue increment from 6 million to 10 million, an increment of more than 4 million, and helped to reduce bad debts
- Achieving the highest renewals and win-backs (retention) for two quarters in the primary business and setting up call centers in multiple locations
- The TL9000 certification body (formerly Data Support Part) has been completed for Airtel in the Maharashtra and Goa circles for two consecutive years
- The Sig Sigma project for retention has been completed at Airtel
- Set up the Maharashtra and Hyderabad call center for Hathway Digital Ltd
Languages
- English
- Hindi
- Marathi
- Gujarati
Affiliations
- Playing and watching cricket
- Tracking and visiting different places
- Listening to music
Languages
Gujarati
First Language
English
Proficient (C2)
C2
Marathi
Upper Intermediate (B2)
B2
Hindi
Proficient (C2)
C2
Timeline
Zonal Operation Manager
Axis My India
09.2024 - 03.2025
Sales, Billing and Collection & Retention Manager
HATHWAY Digital LTD.
08.2019 - 09.2024
Credit Card Collection Manager (Bucket 4 & 5)
HDFC Bank
01.2019 - 08.2019
Zonal Recovery, Collection & Retention Manager for Mumbai Circle
Bharti Airtel Ltd
09.2015 - 01.2019
Relations hip Manager for Mumbai Circle
Bharti Airtel Ltd
09.2012 - 08.2015
Business Analytics for Entire Mumbai & Maharashtra Circle
Bharti Airtel Ltd
08.2011 - 09.2012
Service Recovery Team
Bharti Airtel Ltd
09.2009 - 01.2011
Support Department
Bharti Airtel Ltd
06.2008 - 09.2009
Retention Team Champ
Bharti Airtel Ltd
12.2006 - 06.2008
Customer Care Executive
Bharti Airtel Ltd
10.2003 - 12.2006
MBA - Marketing
N L Dalmia College
B.Com -
St. Xavier's College
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