Mangalmay Acharya

An enthusiastic and Seasoned collaborator experienced in meeting needs, improving processes and exceeding requirements in team environments. Diligent worker with strong communication and task prioritization skills ,targeting assignments in Service Operations with an organization of repute

• Reduced TAT of customer on-boarding, maximized customer engagement through service camps, increased customer loyalty by 25% and lowered SIM replacement TAT by 2 hrs
• Through channel enhancing satisfaction index
• Maximized collection of 30-60 to 60-90 bucket
• Simplified IVR led to 15% reduction in repeated calls, maximized dealerand retailer experience, through DHL (Dealer Help Line) IVR, reduced CPR(Calls PerRetailer) at DHL & managed cost throughout partnership
• Excellent communication, presentation & mentoring skills with distinguished capabilities in leading teams for developing business continuity plans, procedures & service standards
• NOTABLE ACCOMPLISHMENTS ACROSS THE CAREER
• At Vodafone Idea Ltd.:
• Secured:o Best TNPS Zoneo Best Customer Retention Zone
• Maintained coordination with Sales Team and enhanced Customer experience at main towns of Jharkhand
• Managed call forecasting and manpower planning for reduction in abandoned calls
• Successfully implemented various quality initiatives for improving team performance; facilitated quality awareness sessions such as Train the Trainer; elevated team’s quality score from 77% to 90%
• At Reliance Communication Ltd.:
• Secured:o Star Performer Award for highest CRO collection across
• HUB
• Best Retention Team Award
• Registered an increase of 400% in bad debt collection by streamlining vendors & agencies
• Enhanced high value customer retention by 15% by extended service camps
• Successfully closed looping of market escalation through BO team within TAT
• Lowered overall cost of Tele-calling in bad debt bucket and gained values from vendors
• At TeleTech Services (India) Ltd.:
• Formulated new call flow for calls centers and recognized as Best Star for UP-West Postpaid & Rajasthan Prepaid Transition
• Implemented MIS Documentation of Rajasthan Prepaid, organized CCE for improvements as per CQ score, managed functionaland operational review of CRM, Nortel Symposium, Variant (Voice Logger) along with process migration and transition, Coaching Skill (Vodafone)
• Diversity (Vodafone)
• Change Management (Vodafone)
• Presentation Skills (TI)
• Success through Quality Level 1 & 2, (TI)
• Situational Leadership Training (TI)
• Work force Management (TI)
• Avaya, CMS Training (TI)