MUKESH K. SHARMA

Establish, lead, and nurture the Centre of Excellence (COE) Unit to drive operational efficiency and innovative practices related to people, process and technology across Customer Service, Payment Operations, Back Office and Debt Management Services processes.

An in-depth eye for detail in identification and execution of Risk mitigation & Controllership nuances at Contact Centres identifying and implementing governance frameworks, monitoring performance metrics, and enforcing compliance with Regulatory/RBI requirements in line with Organizational goals

Key Accountabilities -

• Strategic Leadership and Vision
• Best practices and Process optimization
• Planning and Review
• Base lining assessment process
• Regulatory Compliance and Supervision
• Horizontal Contact Centre Governance - Controllership
• Stakeholder management
• Technology Infrastructure Support
• Team Management

Responsibilities -

• Subject Matter Expertise: IVR, Dialer and Contact Centre Technology for Service and Sales
• Contact Centre Transformation: establishing new sites to meet Business requirements
• Horizontal Compliance & Governance: Oversaw audits across 19 locations, ensuring adherence to standards for voice sales, customer service, payment operations, and other back-office processes
• Contact Center Transformation: Led the migration of Genesys-based IVR and contact center systems to CISCO platforms, covering 16 locations. Enhanced operational stability and ensured improved customer service delivery
• Infrastructure & Technology Management: Coordinated with BPO and IT teams to manage hardware and software infrastructures across partner sites, ensuring scalability and continuity
• Tracking & maintaining the infra capacity (Gateway, SIP, Switches, Desktop) pre-requisites based on the Site ramp up requirement from Business
• Communicating on day-to-day with Vendors, Partners (BPO), IT, Technology Partners at CISCO, Genesys, OSP (Other Service Provider), License procurement for new Contact Centre set up with DoT
• Innovation & Automation: Pioneered the “IVR=APP=Web” project, integrating IVR with app and web platforms to streamline customer self-service options, improving DIY journeys and overall satisfaction
• Stakeholder Collaboration: Worked with internal and external stakeholders to implement best practices, conduct partner evaluations, and recommend process enhancements for seamless contact center performance.

Achievements -

• Migration of Sales Contact Centres from Partner technology to BFL owned Technology (CISCO) – 16 locations spread across Indian geography (between the FY’22-24)
• Led and directed Migration of Genesys based IVR/Contact Centre platform to CISCO (owned by BFL) in Jul’20
• Implemented WFH solution for Contact Centres during COVID-19 lockdown
• Non-CISCO Contact Centre set up (10 locations PAN India) and data connectivity between BFL & Partner network
• Centralized CSAT IVR set up in Jun’24 across Non-Voice process for Customer Service, Payment Ops and DMS managed by multiple Partner locations
• Improved Unique outcalling Connectivity rate for Non-Voice process from 59% (Apr’24) to 78% (Oct’24)
• Improved the CSAT penetration rate from 7% (via SMS channel) in Jun’24 to 25% (via IVR channel) in Oct’24
• Capabilities contributing to improvement in Service to Sales target (Lead to Disbursement journey) through Real Time Call Transfers from Service to Sales Contact Centre locations
• Org level project IVR=APP=Web to have seamless customer experience navigating on IVR in addition to App or the Website (FY’23) integration with DB for Self-Servicing options on IVR to enhance customer Do It Yourself (DIY) journey

• Developed centralized IVR system and Call Centre Operations Nationally
• Worked on CISCO, Avaya, One97, Netxcell Platforms
• Enhanced customer experience across and smooth functioning IVR and Call Centre operated out of multiple partner locations Nationally
• Provided assistance on Self-Service Automation projects to enhance client experience and ensured structured Business logics, SIT, UAT and timely roll outs
• Conducted Hygiene check of IVR applications and worked on constant enhancement of IVR (Interactive Voice Response) as per the business requirements
• Prepared and analysed metrics to influence efficiencies and improvement efforts across in driving an environment of continuous improvement in an efficient and cost effective manner
• Analysed Circle performance and highlight for correction and improvement
• Conducted UAT and roll out across all Circles for any new projects at IVR
• Monitored daily observations/suggestions highlighted internally, Circle Team and partners
• Ensured follow-ups with Vendor and respective Team on any Severity 1 and 2 tickets which has direct or indirect impact at IVR, Call Centre and Customer Experience

Highlights:

• Worked extensively IVR and Call Centre platform migration from Avaya to CISCO post Idea and Vodafone merger – Jan’19-Mar’19
• Awarded Bosstomer Champion Nationally for understanding Postpaid customer needs and implement critical service - Promise to Pay mobile number unbarring on IVR in Mar’18
• Directed New Call Centre transition and ensured smoothly managed New Call Centre transition at 6 different locations in 3 months record time in May’17-Jul’17
• Migrated CISCO platform for IVR Solution from 8.5 to 10.5 version Nationally in Jul’16-Oct’16
• Worked on Home IVR/Call Centre routing for In Roamers first of its kind in Telecom industry resulting in customer satisfaction

Administered:

• Green Belt Project and improved IVR Servicing for Orissa Circle in Aug’15-Dec’15
• Multi Model IVR for Prepaid and Postpaid customers designed to address customer requirements on just one press button
• IVR revamp in just 15 days record time Nationally
• Real Time status on Active Value Added Service and online Deactivation integrated with backend system
• Voice uniformity across the IVR in respective languages (17 languages managed Nationally) leading to improved Customer Satisfaction, experience and user friendly
• Achieved various TRAI guidelines like Appeal against closed complaints on IVR, revision of Value Added Service, Do Not Disturb Helpline, Implementation of Regulatory driven Televerification IVR
• Successfully simplified IVR for Corporate & Premium customers, Enterprise and High ARPU customers & Idea Money helpline integrated with partner’s DB for M-commerce Business
• Conducted Maiden project delivery after joining Idea Cellular Ltd – Mobile Number Portability and Blackerry Helplines in the year 2010

• Manage Projects and Self Service automations on IVR – Nortel platform
• Handling IT related System or Application issues both at Internal & the Outsourced Center (Mumbai, Bangalore & Indore)
• Have launched a Multilingual IVR in ICICI Prudential with introduction of 9 different languages (1st in Life Insurance Industry)
• Conducting UAT on IVR before implementing any enhancement.
• Conducting Daily Health checklist for IVR and Applications used at the Call Center.
• Analysis on IVR & weekly review on performance.
• Automation of various call center processes and introduce first in the industry standards’ enhancements on the IVR
• Working towards constant enhancement of IVR (Interactive Voice Response) as per the business requirements.
• Ensuring proper and adequate service delivery in terms of technological requirements.
• Vendor Management – daily co-ordination with the Vendors (based in Mumbai, Bangalore & Indore) for Technology related activity
• Managing and Monitoring SLAs.

Achievements :

• Have launched a Multilingual IVRin ICICI Prudential with introduction of 9 different languages (1st in Life Insurance Industry)
• Awarded with TATVA at organization level for implementing Premium Payment through Credit Card on IVR in FY 2008-2009
• Awarded with TATVA at organization level for cost save initiatives by implementing Self Service Options on IVR like Document Request, Contact Details updation, E-Pin generation, Market NAV and Fund Value information of customer’s policy that lead to servicing 35% calls on IVR instead of routing to Call Center in FY 2009-10
• Successfully established data connectivity at our new call center (at vendor location)
• Part of a Green Belt project to reduce call volumes at the call center
• NRI and HNI customer recognition on IVR

• Handling the postpaid Call Centre with an average agent of 150 agents on the Floor.
• Measured on overall team performance, track & analyze individual & team performance, celebrate success, identify opportunities for improvement & develop action plans, motivate team to improve daily, weekly & monthly targets.
• Responsible for maintaining the SLA/ALC on the floor & meeting targets.
• Answering agents Queries
• Communicating planned & short term changes of service levels to customers.
• Contributing to problem identification.
• Handling customer’s queries & resolving them in best possible way.
• Responsible for Quality Reviews & providing first time resolution on the Floor.
• Communicate the results of all quality reviews in the form of management reports with in specified time frames
• Analyze & develop overall improvement plans.
• Initiate process improvement activities focused on quality improvement.
• Have an Experience of working in all departments of the company
• Individual guidance sessions for low performers.
• Handling OJT batch, quality reviews, product & process updates.
• Conducting daily briefings with Team.
• Involved in creating a process flow chart explaining the daily routine of call center process.
• Updating the Knowledge URL
• Handling Escalated Calls & confirming with the customer it has been satisfactorily resolved.
• Have an Experience of working in all departments of the company
• Audit Airtel Brand Shop Process & Functioning
• Responsible for increasing the Brand shop scores, in terms of hygiene, infrastructure, customer handling, daily MIS & Reporting.
• Responsible for converting the Non Compliance into Compliance for Brand shops.
• Weekly feedbacks on Brand shop performance given to the Brand shop Managers & the Brand shop Supervisors.
• Driving collections through Easy bill payment in the market from Retailers. (Easy Bill Payment & LAPU)