PUSHPA BHARTI
Customer Engagement Professional
Faridabad,HR
Summary
Innovating Customer Communications & Driving CX Excellence
With extensive experience in managing and optimizing digital communication systems, I specialize in enhancing customer interactions through innovative solutions across IVR, chatbots, WhatsApp, email, and SMS platforms. My expertise lies in streamlining processes, reducing operational costs, and delivering exceptional customer experiences
Digital Communication Strategy (IVR, Chatbots, SMS, WhatsApp, Email)
Customer Journey Mapping & Retention Strategies
Process Optimization & Cost Reduction
Cross-Functional Team Collaboration & Vendor Management
Overview
16
16
years of professional experience
Work History
Manager: Subscriber Communications
DishTV
03.2021 - Current
- IVR Management for DishTV, Zing Digital and Dealer IVRs
- Chat BOT Management: changes, updations/addition of services and menus, monitoring performance, reporting, vendor management
- Missed Call Management: assignment of MC for channel activation and other business needs, procurement & surrender of the Missed call numbers, reporting
- WhatsApp Management: changes, updations/addition of services and menus, monitoring performance, reporting, vendor management
- Communication Management: product communication basis the process, FAQ's for CC, legal approvals
- E-Mail Management: customer care & auto mail tests emailer templates, dunning emailers, inc of email IDs
- Dunning Management: drafting messages and monitoring, changes to be implemented across dunning messages basis the process changes if required
- ONTV Management: management of Dish Info, 102 &101 error plates, SMS, Contact us Plates
- SMS Management: changes in the payment confirmation messages, offer section to be changed accordingly in the message, managing the DLT process as per New TRAI guidelines, changes in SMS communication, cost optimization
- Achieved cost reduction in SMS communication through regular audits, elimination of redundant messages, optimization of message length to 160 characters, and reduction of regional SMS usage
- Reduced missed call process costs by approximately ₹4.2 lakh per month
- Successfully launched IPL and World Cup contests for DishTV and d2h subscribers during major cricket events
- Initiated email confirmations on recharges for DishTV and d2h, including an option to send promotional content at no additional cost
- Introduced the Statement of Account process on email for DishTV, with an added option to include promotions at no extra cost
- Expanded the dunning reminder email campaign from -7 days to +30 days which led to increase in recharges
- Increased the email base from 16.8% in June 2023 to 32.6% in December 2023 through targeted activities, including adding pop-ups on the website and app to encourage email ID updates
- Led a comprehensive WhatsApp BOT revamp, adding new menus such as channel guide, Statement of Account (SOA), billing issues, relocation, and LCN inquiries
- Streamlined DishTV IVR to enhance customer experience, while implementing Cricket and VAS promotions that generate approximately ₹30-35 lakh per month in revenue through activations on IVR
- Revamped SMS communication for OTPs, surveys, dunning, missed calls, and service-related messages
Manager NPI & Communication
Tata Teleservices
08.2015 - 04.2017
- Self-Care and New Product Implementation Professional
- Successfully managed Self-Care operations for multiple modes including My Account, USSD
- 191#, SMS-121, and QLP, with a focus on enhancing customer experience and resolving complaints effectively
- Led new product implementation (NPI) and automated communication projects, collaborating with cross-functional teams to ensure timely delivery and adherence to TRAI guidelines
- Proactively identified and resolved operational issues/complaints related to VAS products, reducing call volume by 36% through effective communication changes
- Streamlined communication lifecycle for Postpay, creating unified scripts for different life cycle processes including Activation, Verification, Bill Delivery, Payment posting, cheque Bounce, and Dunning
- Successfully designed and signed off the NPI SOP process and provided RCA for automated communication issues, ensuring timely corrective action and preventing reoccurrence
- Achieved 100% Circle UAT compliance through regular monitoring and coordination b/t CFT and marketing
- Improved mobile app ratings from 3.77 to 3.89 and reduced repeat and unnecessary mails and SMS sent to customers by identifying and stopping them
- Achieved uniform display of unbilled information on all self-care modes by changing the display of gross unbilled to net and adding data usage in MB
- Successfully displayed source as 'Mobile App' in CRM and TIPPS for payments and recharges done through Mobile app, addition of circle information in API, and sending SMS on recharge and bill payment failures
- Successfully reduced calls in new segment by 41% by making changes in communication to non-OTA handset, inclusion of APN settings, and removal of call centre number
Market Operations Manager
Bharti Airtel
10.2012 - 12.2013
- Managed entire product/service lifecycle at zonal level & tracked/report on performance of various initiatives
- Effectively managed ARCs, & distributors, increased partner involvement & productivity with regular reviews
- Ensured availability of all Airtel products and services under one roof with adequate trained resources
- Executed new service initiatives like service camps and customer engagement programs to significantly enhance business performance
- Received the People Manager Award in 2013
- Instrumental in the smooth transition of brand shops from company-owned manpower to strategic partners
- Conducted service camps at regular intervals at ARCs to resolve pending cases and encourage sales
Customer Lifecycle Management (CLM) of Solitaire accounts
Bharti Airtel
01.2012 - 09.2012
- Provide personalized care and service for Solitaire customers with a focus on reducing churn, improving collections, minimizing bad debt, and reducing complaints
- Ensure end-to-end service delivery for Solitaires within defined TAT and SLA
- Manage and upsell existing and new Airtel products/services to Solitaire customers through the lifecycle management process while staying up-to-date with all product features and benefits
- Won the Solitaire champion award at the pan-India level for Aug and Sept 2012
- Achieved the highest up-selling and cross-selling among the base month on month
- Received appreciation mail from customers and certificates of achievements from CSD Head and CEO
Zonal Retention and Collection
Bharti Airtel
01.2010 - 07.2011
- Retained customers with intention to churn (voluntary) or who are suspended (involuntary) under collection purposes
- Conducted customer engagement programs to obtain information on process gaps that are churn / satisfaction impacting
- Achieved KPIs like churn, collection, bad debt, complaint reduction, and SLA adherence
- Responsible for the operational management and analysis on churn & retention
- Reduced churn of North West Central Zone from 3104 in Aug 10 to 1995 in Dec 10
- Maintained the lowest 90+ dues, both count & amount-wise, month on month with strict control on FBC
- Achieved an individual Gallup score of 97% in 2011
VIP Relationship Manager, Platinum Collection
Bharti Airtel
04.2007 - 12.2009
- Achieved 100% collections and successfully reduced bad debt for VIP customers
- Managed the Platinum Collection portfolio with excellent customer service
- Developed relationships with key stakeholders, resulting in repeat business and increased customer loyalty
Team Leader, Inbound Customer Care
Bharti Airtel
04.2004 - 03.2007
- Supervised a team of customer care representatives and ensured they met customer service targets
- Monitored cost/transaction and process efficiency, resulting in reduced expenses and increased productivity
- Handled inbound QRC from corporate and retail customers and ensured first-time resolution
- Identified indicators that impact customer satisfaction and implemented changes to improve long-term customer retention
Education
PGDHRM -
Symbiosis Centre for Distance Learning
PG Diploma in Mechanical Wood Industries Technology - undefined
Indian Plywood Industries Research and Training Institute
B.Sc. - Agriculture
College of Agriculture, Rajendranagar, Acharya NG Ranga Agricultural University
High School Diploma -
Holy Cross School
Bokaro Steel CitySkills
Excellent communication and interpersonal skills
Innovative thinker
Time management
Team leadership
Operations management
Decision-making
Performance management
Customer service
Customer relationship management (CRM)
Cross-functional teamwork
Vendor management
Teamwork and collaboration
Timeline
Manager: Subscriber Communications
DishTV
03.2021 - Current
Manager NPI & Communication
Tata Teleservices
08.2015 - 04.2017
Market Operations Manager
Bharti Airtel
10.2012 - 12.2013
Customer Lifecycle Management (CLM) of Solitaire accounts
Bharti Airtel
01.2012 - 09.2012
Zonal Retention and Collection
Bharti Airtel
01.2010 - 07.2011
VIP Relationship Manager, Platinum Collection
Bharti Airtel
04.2007 - 12.2009
Team Leader, Inbound Customer Care
Bharti Airtel
04.2004 - 03.2007
PG Diploma in Mechanical Wood Industries Technology - undefined
Indian Plywood Industries Research and Training Institute
B.Sc. - Agriculture
College of Agriculture, Rajendranagar, Acharya NG Ranga Agricultural University
PGDHRM -
Symbiosis Centre for Distance Learning
High School Diploma -
Holy Cross School