Narender Kumar
Gurgaon
Summary
Operations leader with proven expertise in team leadership and customer-centric strategies at Bharti Airtel. Recognized by the CEO for outstanding achievements and contributions to organizational success.
Overview
20
20
years of professional experience
Work History
Sr. MANAGER- OPERATIONS & Customer Experience
Bharti Airtel
Gurgaon
04.2022 - Current
- Company Overview: Bharti Airtel Limited is a company of Bharti group, which is one of the leading players in Indian telecom industry. Major working area of which includes fixed line, long distance, data services (Lease line, ISDN, DSL) and broadband services with brand name of Airtel (Broadband & Telephone Services). Bharti Airtel since its inception has been at the forefront of technology and has steered the course of the telecom sector in the country with its world class products and services.
- Working as Area Manager (Installation and Fault repair along with Serve to sell) Gurgaon, handling a team to more than 300 engineer/ dispatcher.
- Overall responsible for Broadband and Telephone Installations month on month, achieving KPI’s WO to IR, CAF to IR, Driving service partners for timely installation with quality.
- Fault repair team management KPI’s.
- Key responsibilities are to improve KPI’s related to fault repair such as Fault rate, SLA and repeat.
- Apart from this, adherence of compliance within the team, implementation of SOP for dispatchers and field engineers.
- Working for FTTH/FTTB customers for Installation and fault repair.
- Bharti Airtel Limited is a company of Bharti group, which is one of the leading players in Indian telecom industry. Major working area of which includes fixed line, long distance, data services (Lease line, ISDN, DSL) and broadband services with brand name of Airtel (Broadband & Telephone Services). Bharti Airtel since its inception has been at the forefront of technology and has steered the course of the telecom sector in the country with its world class products and services.
- Reporting to Regional Head- - North 2
Circle Head – Copper O&M
Telesonic Networks Limited
Gurgaon
11.2020 - 04.2022
- Company Overview: Telesonic Networks Ltd is a fully owned subsidiary of Bharti Airtel Ltd. Telesonic provides end to end wire line network management and transformation to next generation wire line and wireless technologies with innovative cost effective solutions. Telesonic is highly scalable organization with capability to cater to emerging customer requirements and managing technology conversion.
- Operation and Maintenance (O&M) encompass the day-to-day activities necessary to run a system or facility efficiently and the tasks required to keep it in good working order.
- The Operations part involves activities to achieve business objectives and ensure consistent uptime of the customers, while Maintenance involves scheduled and unscheduled tasks like inspections, cleaning, repairs, and part replacements to prevent failures and extend asset life.
- Together, O&M ensures systems are safe, reliable, and performing as expected throughout their lifespan.
- Telesonic Networks Ltd is a fully owned subsidiary of Bharti Airtel Ltd. Telesonic provides end to end wire line network management and transformation to next generation wire line and wireless technologies with innovative cost effective solutions. Telesonic is highly scalable organization with capability to cater to emerging customer requirements and managing technology conversion.
- Reporting to –Regional Head- CSD
Sr. Executive–Customer Service Delivery (Operations)
Telesonic Networks Limited
Gurgaon
04.2007 - 01.2009
- Handling a team of more than 15 field engineer, as a Team Leader, maintaining SLA and Fault rate for DSL broadband, into the territory.
Customer Care Executive
Shopper’s Stop
09.2005 - 03.2007
- Listening to customer requirements and presenting appropriately to make a sale, liaising with suppliers to check the progress of existing orders; reviewing your own sales performance, aiming to meet or exceed targets, attending team meetings and sharing best practice with colleagues.
- Reporting to Manager- Floor In charge
Education
Bachelor in Commerce -
Delhi University
Delhi01.2005
Diploma in Computer Science -
NIIT
New Delhi01.2004
Skills
- Team management
- Partner engagement
- Operational expertise
- Customer centricity
- Compliance adherence
- Performance monitoring
- Cross-functional communication
- Customer service
Accomplishments
- Best Area Manager Award by the CEO, 4 times
- Best National Area Manager Award by the CTO
- Award for the churn reduction in the zone by the CEO
Languages
- Expert written and verbal fluency in English
- Expert written and verbal fluency in Hindi
- Conversant in Punjabi
Summary - Value Offered
15+ years of corporate operation and customer service delivery experience. Working in HDO (Homes Delivery Organization) Bharti Airtel. Responsible for the Install, Fault repair activities of Broadband and Telephone. Offered Value to improve the KPI’s with smooth operation along with the achievement of KPI’s.
Personal Information
- Passport Number: M1857041
- Marital Status: Married
Timeline
Sr. MANAGER- OPERATIONS & Customer Experience
Bharti Airtel
04.2022 - Current
Circle Head – Copper O&M
Telesonic Networks Limited
11.2020 - 04.2022
Sr. Executive–Customer Service Delivery (Operations)
Telesonic Networks Limited
04.2007 - 01.2009
Customer Care Executive
Shopper’s Stop
09.2005 - 03.2007
Bachelor in Commerce -
Delhi University
Diploma in Computer Science -
NIIT
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