Manish Yadav

• Drive Service contract (AMC/CMC), Spare parts & QC business for PAN india customer base of approx 1.30 lakh instruments.
• Managed and drove the Collections for Service & Spares in the Technical Service department across Pan India to ensure consistent cash flow and timely preparation of MIS reports for Top management.
• Managed a team of Tele callers to successfully drive the growth of AMC/CMC business
• Maintained ongoing communication with customers and team members to ensure continued contract renewals.
• Quote online/offline tenders for government base through GeM portal/NIT Websites.Prepare & submit agreements for Service contracts.

Achivements:

• Devised & implemented Service contract process improved contract renewal business from 45% to 65%.
• Enhanced call closure TAT by training service engineers on contract service protocol, leading to improved customer satisfaction and higher contract business.
• Enhanced collection performance by lowering outstanding from 13% to 8%

• Managed and maintained relationships with top corporate clients including Central/Western Railways, RBI, Huawei, JP Morgan, Blue Dart, Morgan Stanley, and NDTV.
• Address customer complaints in a timely manner while maintaining excellent customer service standards.
• Achieved a high rate of payment collection (90+), effectively decreasing the flow from the current/previous month and minimizing bad debts.
• Handle Outsourced agency for collection.
• Developed and implemented strategies for increasing customer retention and satisfaction.

Achievements:

• Successfully completed reconciliation of major accounts and efficiently collected overdue amounts.

• Successfully supervised outsourced collection agencies such as Secure Consultancy, Malhir, and Telematrix, while concurrently providing targeted training sessions to enhance performance of agency and field executives.
• Partnered with cross-functional teams to deliver effective solutions for high ARPU customers issue to optimize collections.

• Answered customer inquiries (inbound) and provided accurate information regarding products and services.
• Assisted on the floor during peak call flow and provided guidance to junior team members.
• Maintained a high level of professionalism when dealing with difficult customers.

Achivements:

• Achieved multiple best awards for maintaining consistent quality score.

• Resolved escalated and unsolved customer cases on first level by customer care executive
• Internal Co - Ordination between All the Departments for Quicker Resolution.
• Facilitated internal coordination among multiple Airtel relationship centers to resolve customer issues
• Reduced customer complaint ratio by efficiently highlighting projects to relevant departments.
• Consistently achieved high levels of customer satisfaction through prompt resolution of queries/complaints on the first contact.

• Executed day-to-day tasks and responsibilities for own franchisee venture
• Independently traded in commodity and stock market.