Mohammad Rafi
Visakhapatnam
Summary
Results-driven professional with a solid background at Indus Towers Ltd, specializing in regulatory compliance and conflict resolution. Expertise in account management and client support services, achieving timely settlements and fostering effective team collaboration. Contributions led to enhanced operational efficiency and elevated customer satisfaction levels.
Overview
20
20
years of professional experience
Work History
Estate Lead
Indus Towers Ltd
Visakhapatnam
07.2018 - Current
- Oversaw site renewals, ensuring compliance with operational plans.
- Validated final NOC for dismantling sites, expediting processing and partner allocation.
- Facilitated accurate closure of accounts statements through full settlements.
- Managed customer service requests, achieving timely completion of requirements.
- Tracked monthly rental payments to maintain steady cash flow.
- Collaborated with cross-functional teams on ownership changes and account reconciliations.
Dispute Resolution Specialist
Tata Teleservices Ltd
Hyderabad
01.2016 - 07.2018
- Resolved collections and disputes for allocated account base.
- Collaborated with internal teams to tackle technical and non-technical issues.
- Identified root causes of disputes, leading to effective CAPA preparation.
- Validated disputes through thorough analysis of customer documentation.
- Calculated disputed amounts for credit processing.
- Ensured corrective actions on systems prior to waiver approvals.
- Monitored service level agreement adherence for prompt corrections.
- Reconciled SIFY Account, collecting total payment of 17 Crores.
Assistant Manager - Collections
Bharti Airtel Ltd
Hyderabad
03.2015 - 12.2015
- Maximized active collections campaigns based on customer payment behaviour and risk category.
- Analysed bucket efficiencies to reduce bad debts.
- Presented trend analysis of churn and bad debt to enhance revenue.
- Developed comprehensive reports outlining insights and actionable recommendations.
- Negotiated payment terms and arrangements during debt collection efforts.
- Conducted daily field visits with FSE for high-value customers, with the supervision of 32 field executives and 18 tele callers.
Zonal Collections & Retentions
Bharti Airtel Ltd
Vijayawada
09.2014 - 03.2015
- Facilitated regular meetings and audit field visits to assess team deliverables.
- Reviewed MIS reports on various trackers, assisting in necessary corrections.
- Coached and mentored field team, driving achievement of performance targets.
- Resolved customer issues and processed waivers at agency level.
- Monitored bucket performance metrics, including numbers and values, at agency site with team of 15 field operations and 4 telecallers.
Postpaid FTA SPOC
Bharti Airtel Ltd - Vijayawada
01.2012 - 08.2014
First Time Activation SPOC
Bharti Airtel Ltd
Visakhapatnam
01.2009 - 04.2012
Showroom Sales Manager
Bharti Airtel Ltd
Vijayawada
08.2007 - 12.2009
Provisioning Officer
Bharti Airtel Ltd
Vijayawada
06.2005 - 07.2007
Education
MBA -
Xaviers Institute Of Business Managerment
01.2010
Bachelor of Information Technology -
Manipal University
01.2005
Skills
- Regulatory compliance
- Client support services
- Account management
- Conflict resolution
- Analytical skills
Personal Information
- Date of Birth: 06/10/83 | Nationality: Indian
Executive Snapshot - Summary
Competent and profit-focused professional with overall 20 years of excellence in delivering optimal results in high-growth environments through initiatives that exceed business performance targets and achieve measurable outcomes in various sectors Innate strengths in Direct & Channel Sales & B2C & Collections. Team Leadership, Coaching and Mentoring. Seeking a challenging opportunity in the areas of Business Development, Sales Management and Profit Centre Operations that will offer me an opportunity for professional growth while being resourceful & innovative.
Accomplishments
- Achieved best employee in Tata Teleservices for successfully completing the project
- Certificate of Excellence from CEO on demonstrating the airtel values in 2014.
Star of the Month from the CEO in January 2011 for bringing down gross barring to 4.8% in the month of December. - 6 Sigma Certificate from Sr. VP - Six Sigma on customer service delivery
- Certificate of Appreciation from the CEO for Service Excellence
Timeline
Estate Lead
Indus Towers Ltd
07.2018 - Current
Dispute Resolution Specialist
Tata Teleservices Ltd
01.2016 - 07.2018
Assistant Manager - Collections
Bharti Airtel Ltd
03.2015 - 12.2015
Zonal Collections & Retentions
Bharti Airtel Ltd
09.2014 - 03.2015
Postpaid FTA SPOC
Bharti Airtel Ltd - Vijayawada
01.2012 - 08.2014
First Time Activation SPOC
Bharti Airtel Ltd
01.2009 - 04.2012
Showroom Sales Manager
Bharti Airtel Ltd
08.2007 - 12.2009
Provisioning Officer
Bharti Airtel Ltd
06.2005 - 07.2007
MBA -
Xaviers Institute Of Business Managerment
Bachelor of Information Technology -
Manipal University
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