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Krishna Kumar
SALES
Polichalur
Summary
Having an Experience as Area Retail Lead and Zonal Service Manager in Vodafone Idea Ltd Having an experience as ZOE COSD Team in Reliance Integrated Services Pvt Ltd Having an experience of Agency Manager in ICICI HOME FINANCE LTD Having an experience of Customer Service in the telecom industry of a major network (Airtel) in Speak Easy Telecom Pvt Ltd.,
Overview
18
18
years of professional experience
3
3
years of post-secondary education
1
1
Language
Work History
Asist General Manager (Area Retail Lead
Vodafone Idea LTD
Trichy, Tamil Nadu
12.2010 - Current
- Elevated as Area Retail Lead in Vodafone Idea Merger, The Job involves the Responsibility of Handling Area Retail business on Both COCO and FOFO operations both Sales and Service
- Handing Channel Partners and Company Retail Outlets to get Net addition on over all Sub in both format stores also ensure the Opex Revenue and ensure over all profitable,
- Key Roles and Responsibilities
- Drive Sales and Service through Retail Outlets
- Channel Operations extending Outlets and driving business through Franchise
- Company Outlet and FOFO outlet Profitable drive
- People Production and People management on both format stores
- Visit Top customer account in the Town while visiting the locations
- Compliance, Process audit and Training
- Ambience, Customer Experience and Store Infra management as per Spec
- Increase Market share and to competent with competition on Postpaid business
- Regular Review with team and channel on the operations
- Decision Making on Operation within zonal level
- Mentoring, Monitoring and Motivating as required
- Evaluate people on Annual Appraisal
- Handling 6 Store Managers and 1 Channel sales leads to Drive various KPI on Customer Experiences there after converting them in to channel Sales
Zonal Service Manager
- Trichy
- Service Center Management/Roll Out: Identifying Channel Partner through Known sources, Identifying location for Showroom, Collecting Necessary Documents of Channel, Channel Roll out as per company norms across the Zone, Channel Profitability, Channel Satisfaction , Mystery Audit, Channel Payout Channel Attrition
- Prior to Launch Training will be provided to Front Desk Executive to ensure quality service been provided to customer (CSAT), Customer Life Cycle Management will be Carried out through Service Center, (Collections, Retention, Churn, Baddebts)
- Handle Collections through MY Idea partners and Ensure 0-60 Days Collections and ensure 95% Collections and 3% Customer Churn
- Focusing on Activation Process for Both Prepaid and Postpaid as per TAT provided by the Company and best to the Competition, Postpaid TAT will calculated include of CPV(Credit Profile Verification ) of the customer
ZONAL OPERATION EXECUTIVE
Reliance Integrated Services Pvt Ltd
11.2008 - 12.2010
- The job involves the responsible of Customers Life cycle Management like Customer Service & Satisfaction, Collection, Retention, and Handling Channel Partners
- With 20 Collection executives
- The job involves to increase the Revenue of the High value customer, and to drive the High churn @ .50% of the Zone, Conducting Retention Activities like Handset Upgrade, Service Camp for Hello Phones, Updating of Retention tools to the Front desk also with the Back end team
- Conducting Weekly meeting with each Store members about the product and Functioning,, To Control the churn in the First level
- Billing and Collection
- Handling the Collection part with the Target of 100% on value and 93% on Count through the Assigned Manpower
- Support the Channel through Daily Mis for Collection
- Designing the incentive for the Executives through channels
- Conducting Review with the CRE on HNI customers and on Multiple Corporate if any issues will meet those customers on the door step and get it resolved on TAT
- To achieve the above said Target we will focus on Time base Dunning (TBD) up to 7% of my entire Zone
- Collect the feedback from the channels and action those feedback to avoid Churn
- Visiting High Value Customers to retaining them to our Network
- Visiting the New Customers for Address Verification on Bulk Orders to greet them in to our network
- Addressing the CAF Barring Auctioning the customer request on priority basis
- Restricting the Entry of the customer from 0-30 to 30-60 at3.5% of the entire base
- Also bring down the Bad Debts up to
- Support the Channels in all Parameters to achieve their Targets
Agency Manager
ICICI HOME FINANCE LTD
09.2007 - 11.2008
- Job Profile The job Involves of personal loan collections, those who are not making their EMI on time for more than 90 days, I used to collect the EMI for the current month and also for the previous months
- Also I should trace the Skip customers, who doesn’t have any contacts, follow up, those customers we convert into contactable to collect the payment , drive the agencies to achieve there targets for that particular month, and should maintain the flow less than 55% also should help them by giving documents of the customers, giving statements of Accounts of the customer, help them to foreclosure the loan for full and final settlement, if any ICICI Account holder is in delinquency we will freeze those accounts and will do Auto debit to recover the Funds.
Customer Service Executive. (Team Leader)
AIRTEL Nungambakkam
Chennai, Tamilnadu
06.2004 - 08.2007
- The job involves of customer retention (i.e
- Retaining the customer), Issue of bill statement, Courtesy visit calls, Address verification of customers (Marketing) payments Collection and queries handling both on-site and at Administration
- The feedback of customer’s queries will be updated through system and report generated will be forwarded to Customers Support Manager
- Team Review will be plan on default customer and on Vol Churn related to ensure customer retain and use same MDN.
Education
Bachelor Of Commerce - Accounts
Madras University
Chennai 07.2000 - 05.2004
Skills
Customer service skills
undefinedInterests
Timeline
Asist General Manager (Area Retail Lead
Vodafone Idea LTD
12.2010 - Current
ZONAL OPERATION EXECUTIVE
Reliance Integrated Services Pvt Ltd
11.2008 - 12.2010
Agency Manager
ICICI HOME FINANCE LTD
09.2007 - 11.2008
Customer Service Executive. (Team Leader)
AIRTEL Nungambakkam
06.2004 - 08.2007
Bachelor Of Commerce - Accounts
Madras University
07.2000 - 05.2004