Summary
Work History
Overview
Education
Skills
Timeline
Travelling and Dancing
AccountManager
Nitika Tiwari

Nitika Tiwari

Deputy General Manager High Value Customer Experience
Lucknow

Summary

Dynamic professional with extensive experience at Bharti Airtel Limited, excelling in customer retention and operational transformation. Proven track record in driving service excellence, achieving a 4% increase in retention rates. Skilled in Colaboration, relationship management, leveraging strong analytical abilities and effective communication to enhance customer experiences.

Work History

High Value Customer Experience Head-UPE

Bharti Airtel Limited
11.2023 - Current
  • Maintaining life cycle management and experience of high-value customers, broadband, air fiber, postpaid, and black.
  • Evaluated and benchmarked end-to-end processes against competitors to identify areas for improvement.
  • Service delivery parameters should be delivered as per the timeline.
  • For Broadband and Airfiber fault rate, order to install, shifting within slot. Ensure timely delivery against SLA commitments and customer expectations.
  • Coordinated team efforts in war room to ensure timely completion of service requests, installations, and shifts.
  • Handling customer escalation with quality and priority, making RCA so that it is fixed structurally. 24/7 availability of services to the end customer.
  • Created a cross-functional CFT involving Network, Operations, Planning, CE, HDO, and DTH teams to fast-track P0 RSU and AirFiber Network Tracks, and enable proactive customer issue resolution.
  • Maintained close coordination with HDO and DTH teams to resolve customer concerns efficiently, and reduce escalation volume.

Telemedia CE Head

Bharti Airtel Limited
08.2020 - 10.2023
  • Driving retention strategy, service excellence, and operational transformation across cross functional team
  • Drove cross-functional retention programs and service recovery efforts, resulting in customer retention increased.
  • Review with the CFT Start Strong team to analyze where the potential is to launch the fiber business.
  • This portfolio, given during COVID, shows that customer demand is high. We created a war room and service parameters to be prioritized. Installation within TAT only.
  • Successfully supported customer retention efforts through proactive engagement and timely service recovery.

Mobile Number Portibility Retention- UPU

Bharti Airtel Limited
08.2018 - 07.2020
  • Managed MNP retention cases by identifying port-out customers, analyzing cancellation reasons, coordinating issue resolution, and supporting save efforts to reduce churn.
  • Achieved successful customer retention through timely MNP intervention, complaint closure, and targeted save actions.
  • Streamline Pan India DOT Amendment 7 to implement across operators.
  • Retention has been increased by 4% from 14% to 18%.
  • This is recognized by the Circle CEO and business team.
  • Strengthened MNP retention performance by analyzing customer concerns, initiating save actions, and reducing potential churn through proactive follow-up.

Acquisition Risk Manager

Bharti Airtel Limited
07.2016 - 07.2017
  • Customer journey starting from onboarding to activation, with smooth transitions.
  • Enhanced risk identification processes for early detection and mitigation of potential threats.
  • Conducted regular audits of existing policies and procedures, ensuring their continued effectiveness in addressing organizational goals related to mitigating risks.
  • Achieved regulatory compliance by ensuring adherence to industry standards and guidelines related to risk management.
  • Recommendations shared with the Center for Changes in terms of DOT guidelines that are considered and implemented.
  • Collaborated with cross-functional teams to establish effective risk management practices across all business units.

B2B Collection Manager

Bharti Airtel Limited
08.2015 - 06.2016
  • Collecting payment in 0-30 Bucket to ensure smooth corporate service.
  • Established strong relationships with customers, to get payment ine alry buckets.
  • Starting for this Joruney 60% payments are coming in 0-30BKT in a year its moved to 80%.
  • Driving Due date collection perfomance.
  • Streamlined collections procedures for increased productivity and reduced manual efforts.

B2B Corporate Relationship Manager

Bharti Airtel Limited
03.2008 - 07.2015
  • Presented detailed financial analysis reports to senior management, showcasing the growth potential of high-value client accounts.
  • Generating, Revenue, Farming and Ring fencing with existing accounts KDM, Churn has reduced by 1% from 2.5% ti 1.5% with in Year.
  • Handling Big accounts Nationally Railways , 2.5Cr amount Recovered with in a year time. Nationally recognized.
  • Awarded 5 Times Best RM in row.
  • Maintained up-to-date knowledge of industry trends, competitor offerings, and regulatory changes to ensure accurate guidance to clients.

Banking Consultant

Yes Bank
11.2007 - 03.2008
  • Contacted prospective clients to generate new loans, Policies, deposits, and business to achieve company production goals.
  • Worked with customers to procure updated financial information on continuous basis.
  • Reduced operational costs by implementing efficient process improvements and cost-saving measures.
  • Followed-up on loan exceptions to achieve timely clearings.

Overview

19
19
years of professional experience

Education

Master of Commerce - Financial Accounting & Economics

Kanpur University of Commerce
Lucknow
04.2001 -

Skills

Customer Engagement

Collaborative

E2E resolution with Structural fixes

Timeline

High Value Customer Experience Head-UPE

Bharti Airtel Limited
11.2023 - Current

Telemedia CE Head

Bharti Airtel Limited
08.2020 - 10.2023

Mobile Number Portibility Retention- UPU

Bharti Airtel Limited
08.2018 - 07.2020

Acquisition Risk Manager

Bharti Airtel Limited
07.2016 - 07.2017

B2B Collection Manager

Bharti Airtel Limited
08.2015 - 06.2016

B2B Corporate Relationship Manager

Bharti Airtel Limited
03.2008 - 07.2015

Banking Consultant

Yes Bank
11.2007 - 03.2008

Master of Commerce - Financial Accounting & Economics

Kanpur University of Commerce
04.2001 -

Travelling and Dancing

Travelling to Different place in India or Out of India 

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Nitika TiwariDeputy General Manager High Value Customer Experience