Kushagra Kumar

• Introduced new products or services, increased marketing activities and improved customer service to drive sales.
• Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
• Managing Sim based high transaction accounts like Paytm , International accounts like Concentrix , Government accounts like Railtel , CSC Wi-Fi along with other 20 major Enterprise accounts .

• Responsible for premier customer relationship management to understand their business needs for long-term partnership.

• Educate customers on active product features, service offerings, and commercials.

• Manage escalations of technical issues in a timely and proactive manner (fast-paced & often high-pressure environment)

• Support response and resolution metrics, and coordinate improvement plan to identify clients at risk of cancellation and execute proactive plans with singular focus to retain them.

• Contract renewal management

• Coordinate new requirement opportunities with sales, product & commercials team

• On a regular basis, review premier customers internally to identify & articulate value of service.

• On Project with Tata Communications Limited
• Churn Mitigation using cross sell or upsell during renewals.
• Managing Price erosion, Terminations, Service credits, Aged debt reporting.
• Managed top accounts of region e.g. Concentrix, Punjab National Bank, Jubilant Group, Hero Group , LG , Oravel approx 40 Cr for TCL .
• Nurturing and retaining customer, VOC analysis, reference programs and Service reviews
• Service Adoption & revenue enhancement along with Customer / Contract Onboarding
• Responsible for complete Customer Lifecycle experience in these accounts across Enterprise Data and for ensuring organization meets all of its Service Obligations to allocated Customers ensuring retention, profitable growth and customer satisfaction (NPS)
• Interfaces with Customers with Global presence at executive level
• Maintaining key relationships into all functional teams (Sales, Pre-sales , SD , SA and Billing &Collection) within Tata Communications to deliver an exemplary service experience to customers.

• Enhanced availability of infrastructure through enterprise-wide planning, thorough testing, efficient implementation and comprehensive support
• Drove operational improvements, Managed quality assurance program, including on-site evaluations, internal audits and customer surveys which resulted in savings and improved profit margins up to 14% .

• Planned, implemented and maintained wireless network strategy and operation of 2500 BTS distributed PAN India
• Prepared operational reports, including trouble resolution and analysis, project status, equipment and network requirements
• Identified means to reduce and control expenses by conducting cost, schedule and contract performance analysis and improving resource allocation