Nitesh Sharma
Kharagpur
Summary
Experienced in the consumer durable industry, with a background in customer sales, service, and operations in the data, DTH, and mobility sectors. Diverse skill set includes marketing and retail expertise gained from working in Jharkhand. Valuable insights from early stage experience in call centers. Seeking analytical and service operational roles in a challenging and evolving environment.
Overview
18
18
years of professional experience
6
6
years of post-secondary education
Work History
Enterprise Project Manager
Reliance Jio infocom
05.2022 - Current
- End-to-End Project ownership to include project kick off meetings with stakeholders, scheduling, scope
- Installation of Links and Revenue as per the AOP
- (Digital Products delivery of ILL, JBB, MPLS VPLN & SIP Trunk)
- Cross functional coordination with various function for timely delivery of sales front for FTTX - teams like construction, network planning, Acquisition team & FC&A team
- State Business Planning and Deployment as per the AOP Plan for Sales and Revenue
- AOP drive of COCP activation through Business accounts
- Monitoring of Key business parameters (Consumer & Enterprise) with the cross functional teams on regular basis and sharing the insight with management
- Audit on visits and New onboarded customer to ensure quality of acquisition
- Prioritize and align resources towards overall business goals & objectives
- Manage the project life cycle as per defined parameters
- Monitor, maintain and drive Plan vs Actual against defined business KPIs
- Provide operational analytics to key stake holders for necessary action
- Bihar Enterprises Business data analysis to improve performance
- Collection of SMB Account of Bihar States (First Biller)
- Developed State Business Plans & Strategies to achieve the project goals
Field Service Manager
Xiaomi India Pvt Ltd.
03.2021 - 05.2022
- After Sales service Of Mobile and CE in 9 District of Jharkhand & 3 District of Orissa
- Leading with 12 Mobile ASC and 9 TV TSC catering these Districts
- Ensuring Mobile Repairs with 2 Hrs to be deliver to customer
- Ensuring TV Installation with 3 Hrs at customer premises
- Repair of CE complaints within the desirable TAT i.e 48hrs
- Goods and Defective inventory management at ASC/TSC
- Regular Audit to the ASC/TSC as per the norms
- Control CPC for Repair of calls In/OW for ASC/TSC
- Improvement of NPS across the Districts
- Cross selling of Mobile Accessories from the ASC
- Extended warranty conversion for CE products
- Minimum call Cancellation of Mobile and CE
- Regular updates of product bulletin to the ASC
- Appointment of ASC/TSC and Market Relations
- Monthly Visit of Key Outlets of Mobile and CE in districts
- Service Revenue drive from ASC/TSC, by accessories & EW
Business Manager
Airtel DTH
04.2016 - 03.2021
- Taking Care DTH Business in Three Districts of Jharkhand based at Jamshedpur
- Ensure the Faster installation and activation with no fault in 30 days
- Meet the SR (Customer Complaint) completion within the Desirable TAT
- Maintain LAPU & Hardware at SSD location as per Company norms
- Increase SOGA in Respective Territory with Improvement of CMS
- B2B account Customer Life Cycle Management for Jharkhand
- B2B Service of the Jharkhand (Key account Radisson blue, NTPC Etc)
- LAPU Recharge & Penetration across the location
- Ensure Improvement of Bill cut Size Month on Month
- Retailer & Service engineer enhancement as per Business requirement
- Regular Visit of KRO point to penetrate the business
- Engage Up Country Retailers in Service Activities to extend Service hands
- To ensure Quality of acquisition in districts to avoid churn
- Retention Activities like Telecalling, Key out let visit and Drive Days
- Regular Audit of Hardware Stocks at the Partner level & sample installation
- Target of ARP recharges and HD upgrade of the customers
- Availably of adequate hardware in all SSD points and Key Retailers
- Regular Customer Visit and Service Camp for the customers
- CRF Compliance of all active SSDs points
Zonal Acquisition Executive
Bharti Airtel Ltd
08.2012 - 03.2016
- Collection from Suspended Bucket of Territory
- Ensure Collection Agency performance
- B1 and B2 Bucket collection to ensure less declare Bad debt
- Alignment of new and existing AE for Collection and Payment of bills
- B2B account Life Cycle Management facilitated by nearest point or doorstep
- Sale and Service activities Drive from 27 AEO and RAEO
- Address and Finance Verification of customer for Post-paid Activation
- Physical Audit of the Bulk and Corporate customers pre and post activation
- Managing a team of 20 FTA Spoke Managers and 15 spokes(Doc Centre)
- Zonal Doc Compliance of Mobility, Airtel money, Sim Swap, DTH
- Monitor of the FTA Process operations in 12 District
- CAF and Vendor management and audit of CAF insuring 1% rejection
- Movement of Docs from 14 mini Doc Centres to Primary Doc Centre
- Complaints resolution to the customers within the time line
- Periodical visit of AOR/REO/Partners (Airtel Own Retail) for compliance audit
- Alignment of the Pick-up of the Doc for the activation from the distributors to Doc Centres
Department Manager
Future Group
09.2010 - 08.2012
- Managing a team of 10 manpower
- Achieve the ABP target weekly basis
- Identifying the training requirements of each Team Member and providing the same
- Providing various services to customer & ensuring their visits comfortable & pleasurable
- Maintaining the premium look of the store in consultation with visual merchandiser
- Merchandising, Inventory Management, Sales planning & Shrinkage Control
- Supervision and audit of standard Operation Procedure (SOP) in my department
- Customer's conversion as per footfall and bill cuts daily basis
- CAF management and audit of CAF insuring 1% rejection
- Cross selling of different offers to the customers to contribute in Store sales
- Revenue generation in terms of paid recharge and BTL and ATL promotion
Customer Service Delivery Executive
Virgin Mobile
12.2009 - 08.2010
- Customer Applications Form's Management of entire Jharkhand
- Audit of the Customer Application Forms of entire Jharkhand
- Solve the customers, dealers, and distributors issues
- Complaint resolution within the TAT
- Ensure 2% gross barring and 0% net barring in circle
- Reducing the barring percentage and number churning
- Providing necessary training to distributors and FOS
- Monitoring the vender activities daily basis
Operation Executive
IBM Daksh
04.2007 - 08.2008
- Handling the calls and their Registrations
- Taking compliant if needed for the proper resolutions
- Providing First Time Resolution to the customers
- Ensure the customer will not call back with the same issue
- Educate customer about the self-care
Education
MBA - Mktg & Fin
NSER Bhubneshwar
01.2008 - 01.2010
B.Com. - undefined
Kharagpur College
01.2002 - 01.2006
I. Com. - undefined
K.D.College
Matriculation - undefined
Hitkarni Higher Secondary School
Skills
Adaptable to Change
Data-Driven Market Analysis
Inspiring Team Engagement
Collaborative Team Management
Client Relationship Development
Service-Oriented Approach
Channel Strategy Development
Operational Enhancement
Lifecycle Engagement Strategies
Business Development Initiatives
Quality Assurance Practices
Collection & Retention Strategies
Professional Achievements
- Rewarded as Best PMO-Jio in Dec 23 in State for Contribution in business -FY-23-24.
- Total 23 Recognition in Bharti Airtel & Pan top 10 TSM in 2018-2021.
- March 2016 Promoted as Asst Manager in Airtel (TSM DTH).
- Feb 2016 Rewarded as Best Zone for Postpaid collection.
- Dec 2015 Rewarded as Best MNP Implementation Zone.
- Sep 2014 Rewarded from ZBM for 100% Completion of a Project.
- Feb 2013 Rewarded as Silver Award for the FTA Process Launch (Airtel).
- March 2011 Big Bazaar Durgapur T-24 rewarded as second best store in East Zone.
- 27th Dec 2010 Big Bazaar Durgapur T-24 rewarded as a consistent Team in East Zone.
Other Courses Certifications
SQL, SQL Certified in year 2021-Skill Nation (5 Days Workshop)
Father's Name
Sri Uttam Kumar Sharma
Personal Information
- Date of Birth: 07/01/84
- Marital Status: Married
Internship
JOST-India, Jamshedpur, Summer '09, The main objective of the project was to find out how the recession effects the corporate and what necessary steps to be taken as a company to stand on such situations.
Timeline
Enterprise Project Manager
Reliance Jio infocom
05.2022 - Current
Field Service Manager
Xiaomi India Pvt Ltd.
03.2021 - 05.2022
Business Manager
Airtel DTH
04.2016 - 03.2021
Zonal Acquisition Executive
Bharti Airtel Ltd
08.2012 - 03.2016
Department Manager
Future Group
09.2010 - 08.2012
Customer Service Delivery Executive
Virgin Mobile
12.2009 - 08.2010
MBA - Mktg & Fin
NSER Bhubneshwar
01.2008 - 01.2010
Operation Executive
IBM Daksh
04.2007 - 08.2008
B.Com. - undefined
Kharagpur College
01.2002 - 01.2006
I. Com. - undefined
K.D.College
Matriculation - undefined
Hitkarni Higher Secondary School