Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic
NADEEM FAROOQ

NADEEM FAROOQ

Onboarding Senior Executive Officer
Bur Dubai

Summary

A results-driven telecom professional with extensive experience in onboarding, process optimization, and customer experience enhancement. Excelled as an Onboarding Executive (OBE) at Reliance Jio, with a proven track record in seamless customer activation, compliance adherence, and improving Net Promoter Score (NPS). Previously contributed to Bharti Airtel as a Customer Relationship Officer, specializing in regulatory compliance and fraud prevention. Worked as an MIS Analyst at NSB BPO, streamlining backend operations and ensuring SLA compliance through data-driven reporting in telecom activations. Key strengths include communication, analytical problem-solving, and leadership with a focus on operational excellence and business growth in fast-paced telecom environments

Overview

11
11
years of professional experience
3
3
Languages

Work History

Onboarding Senior Executive Officer

Reliance Jio Infocomm Ltd
11.2020 - 04.2025
  • Delivered 100% SLA across all LOBs (4G, 5G Prepaid/Postpaid, AirFiber, FTTH, SME/Enterprise) via automated O2A systems with real-time performance tracking.
  • Drove NPS 65+ via streamlined digital onboarding and omnichannel CX improvements.
  • Facilitated employee training programs designed to enhance skill sets and boost overall productivity levels.
  • Reduced port-outs by 30% through advanced eNodeB analytics and targeted retention campaigns.
  • Led partner enablement with customized training modules and Store engagement programs.
  • Optimized FTR to 95% through enhanced CRM ticket management systems.

Customer Relationship Officer

NEW UNITECH AGENCIES
04.2016 - 10.2020
  • 100% TERM Score compliance for all regulatory audits (TRAI/DOT mandates).
  • Reduced business loss by 25% by eliminating front-end/back-end rejections in prepaid-postpaid activations.
  • Pioneered CRA 9.2+ scores for mobility activation processes through digital KYC innovations.
  • Slashed fraud cases by 40% via biometric documentation & randomized field inspections.
  • Trained 500+ channel partners on R&R frameworks, boosting distributor NPS by 35 points.
  • Drove 95% FTR rate for complaints through integrated CRM-dispute resolution workflows.
  • Document Audit & Fraud Management for fresh sales as per targets, AV/CV Quality & Compliance (Random field visit on AV cases).

MIS Analyst

NSB BPO Solutions Pvt. Ltd
01.2014 - 04.2016
  • Monitored SLA compliance for bulk prepaid/postpaid activations using AOL/IDOC CRM systems, ensuring on-time service delivery.
  • Streamlined bulk activations via automated data validation, reducing failures by 30% through field-backend coordination.
  • Processed 10K+ daily KYC via DMS and activations through OMS, maintaining 100% TRAI/DOT compliance.

Education

Bachelor of Arts -

University of Kashmir
Srinagar, India
04.2001 -

Apprenticeship in Machine Learning (NVQ Level 4) - Computer Programming

IL&FS Institute of Skills
Anantnag, India
04.2001 -

Diploma in Computer Applications And Accounting -

National Institute of Electronics & Information Technology
Srinagar, India
04.2001 -

Skills

    CRM Software Proficiency (Salesforce, AOL/IDOC, ZOHO/Tableau)

    Customer Onboarding & Service (FTTH, AirFiber, Mobility)

    Data Reporting & Microsoft Office (Excel, PowerPoint, Word)

    SLA Compliance & Operations Administration

    Customer Retention & Relationship Management

    Process Improvement & First-Time Resolution (FTR)

    Human Resources Support & Sales Team Coordination

    Logistics & Document Management (KYC, AV/CV)

    MIS Analysis & Bulk Activation Handling

    Regulatory & Audit Compliance (TRAI, DoT)

Accomplishments

  • Awarded Best Support Executive for exceeding activation targets in Q2 FY2022.
  • Recognized for reducing onboarding cycle time by 50% through process improvements.
  • Received Customer Retention Excellence award for achieving 140% recharge growth.
  • Earned Spot Recognition for backend coordination during sales hiring drives.
  • Applauded for maintaining 100% audit compliance in documentation and activation.
  • Selected as Team Champion for driving seamless coordination across sales and CRM.
  • Resolved 95%+ customer queries within SLA timelines by enhancing CRM workflows.
  • Reduced escalations by 60% through proactive backend documentation and team alignment.

Timeline

Onboarding Senior Executive Officer

Reliance Jio Infocomm Ltd
11.2020 - 04.2025

Customer Relationship Officer

NEW UNITECH AGENCIES
04.2016 - 10.2020

MIS Analyst

NSB BPO Solutions Pvt. Ltd
01.2014 - 04.2016

Bachelor of Arts -

University of Kashmir
04.2001 -

Apprenticeship in Machine Learning (NVQ Level 4) - Computer Programming

IL&FS Institute of Skills
04.2001 -

Diploma in Computer Applications And Accounting -

National Institute of Electronics & Information Technology
04.2001 -

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NADEEM FAROOQOnboarding Senior Executive Officer