NEERAJ KUMAR
Delhi
Overview
21
21
years of professional experience
Work History
Assistant Manager – Acquisition - CSD
DEN Broadband Ltd
06.2015 - Current
- Responsible for managing acquisition/ first time activation, ensuring timely support and onboarding of customers
- Handling Document verification, Installation, activation & service order management activities for all Broadband Customer
- Responsible for ensuring smooth dedupe process for new acquisition so that to ensure good quality of new sales
- Accountable for timely data allocation to field team for installation and activation of broadband after proper validation
- Owning and ensuring close looping for resolution where customer is facing any issue, escalating it on Nodal, Appellate and National Consumer Helpline as required
- Conducting audits of documents
- Supplying of relevant details to TERM and other relevant departments keeping timelines under considerations
- Preparing and circulating various business indicator MIS to circle and HO
- Handling customer escalations (Voice & Email) to the Management Team, Nodal/Appellate escalations, Department of Telecommunication (DOT) and National Consumer Helpline (NCH-Jaago Grahak Jaago) Indian Government Escalations
- To understand and resolve customer’s issue to the best satisfaction level within the stipulated time and guidelines by coordinating with the respective departments
- Making a complete analytic report of the escalations received at the end of the month to find the process gap and make improvements based on the report on both business and customer service front
- Received appreciation from management for exemplary performance
- Made significant contribution as part of CRM Migration team and supported the roll out of L2S to CRM Migration for Delhi circle
NSB BPO Solutions Pvt. Ltd.
01.2012 - 06.2015
- Handled CAF Inflow of 6Lac volume of Prepaid/Postpaid customer
- Engaged with client, understand requirement, and disseminated the same to team
- Conducted audits & quality checks for all the process as per client’s requirement and publishing the gap on daily basis
- Responsible for capacity planning, hiring, maintaining quality scores, billing, and operational review
- Accountable for logistics for movement of CAFs from Spokes to Hub and from Hub to Warehouse, signing off beat, modifying beat plans and cost working
- Handled Term/VTM retrieval activities and audit on the parameters of TRAI and Warehouse for Prepaid/Postpaid CAF
- Awarded with Certificate of Appreciation in R&R program
Portfolio Manager – Uttar Pradesh East
Onicra Credit Rating Agency of India Ltd.
03.2010 - 12.2011
- Managed operations, maintained quality of service, conduct quality checks and audits
- Handled CAF Inflow of 10Lac volume of Prepaid/Postpaid
- Involved in the collection of CAFs from distributors along with supportive document as per TRAI Guideline
- Assured priority processing of CAFs nearer to deactivation; maintained TAT and tracked daily completion of work
- Managed billing process and supervised the preparation of MIS for circle and HO
- Holds credit for improving service and quality level, received appreciation from management
- Assured 100% maintenance of TAT for the process
Portfolio Manager- Delhi/NCR
Offshoot Agencies India Pvt. Ltd.
03.2007 - 03.2010
- Responsible for managing inflow of CAFs, priority processing and billing
- Assured process quality by conducting audits and checks for all process as per client requirements
- Managed the team and ensured target achievement
- Distributed performance dashboards with client and telecom service delivery team
Sr. Team Leader
Masintel Software India Pvt. Ltd.
06.2004 - 03.2007
- Company Overview: (Delhi/NCR)
- Worked in Hutch Retention Portfolio
- Handled voluntary and Involuntary retention with team of 40 members including Field and backend staff
- Maintained the quality aspect and assured the quality as per Clients/KPI matrix
- Focused on TAT and tracking daily completion of work
- Conducted the audits & quality checks for all the process as per client’s requirement and publishing the gap on daily basis
- (Delhi/NCR)
Education
MBA -
IGNOU
01.2022
BCA -
IGNOU
01.2005
Intermediate -
BIEC
01.1999
Matriculation -
BSEB
01.1996
Skills
- Operations Management
- Costing & Revenue Management
- Compliance & Provisioning
- Audits & Compliances
- Service Management
- Organizational Change Management
- Optimum Resource utilization
- After Sales Support
- Channel Partner/Vendor Management
- Customer Compliant Resolution
- Client Relationship Management
- Retention & Churn Management
- Leadership
- People Management
- Training & Development
- Prism
- Crystal
- I-Doc
- CRM
- H8
- NSB Docx
- MS Office
- Excel
- Word
- MS Windows
- HTML
- Internet
- Multimedia
- Fast Learner
- Good Communicator
- Collaborator
- Planner
- Decisive
- Team Player
Professional overview
Dynamic and result driven professional with 18+ years of rich experience in Operations, Provisioning, Compliance, Audits, Client/Customer Servicing and People Management across ISP and Telecom domain. Presently working as Assistant Manager -Acquisition -CSD with Den Broadband Ltd. Track record of implementing operations procedures through strategic planning and hands on approach to staff management. Proficient in developing & streamlining systems with proven ability to enhance operational/ administrative effectiveness and meet operational goals within the cost, time & quality parameters. Proven abilities in implementing & driving knowledge initiative through best practices sharing & providing regular trainings/updates to teams. Keen customer centric approach with zeal to achieve customer delight by following best service standards. Proved myself as a successful Manager with strong people management, cross functional leadership experience, proactive and logical approach to achieve goals. At this stage, desirous of a managerial position with a new organization where I could work with a new team and experience new culture and add values to business through my Operations Management, Customer Management and Support skills, experience, and expertise.
Extracurriculars
Participated and won medals in sports competition at school level.
Personal Information
Date of Birth: 03/01/82
Languages
- English
- Hindi
Attributes
- Fast Learner
- Good Communicator
- Collaborator
- Planner
- Decisive
- Team Player
Area Of Expertise
- Operations Management
- Costing & Revenue Management
- Compliance & Provisioning
- Audits & Compliances
- Service Management
- Organizational Change Management
- Optimum Resource utilization
- After Sales Support
- Channel Partner/Vendor Management
- Customer Compliant Resolution
- Client Relationship Management
- Retention & Churn Management
- Leadership
- People Management
- Training & Development
Timeline
Assistant Manager – Acquisition - CSD
DEN Broadband Ltd
06.2015 - Current
NSB BPO Solutions Pvt. Ltd.
01.2012 - 06.2015
Portfolio Manager – Uttar Pradesh East
Onicra Credit Rating Agency of India Ltd.
03.2010 - 12.2011
Portfolio Manager- Delhi/NCR
Offshoot Agencies India Pvt. Ltd.
03.2007 - 03.2010
Sr. Team Leader
Masintel Software India Pvt. Ltd.
06.2004 - 03.2007
MBA -
IGNOU
BCA -
IGNOU
Intermediate -
BIEC
Matriculation -
BSEB
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