RAGHAVENDRA KUMAR S

• Ensure all operations are carried on in an appropriate and cost-effective way. Reduced the Manpower cost by 8% level. from 61% to 53% on the seat billed value.
• Improved operational management systems and processes with best practices learning across the industries. By implementing call routing methodology from inbound calls to Ticket handling manpower. Able to reduce 10 seats with affecting the Key KPI's.
• Formulate strategic and to achieve the best operational objectives. Eg- Implemented IVR for client resulted in reducing 4000 calls per day, which was only related to status information.
• Perform quality controls and monitor production KPIs Eg- By implementing the in-house CRM tracked the ticket allocation activity resulted in reducing the ticket allocation TAT from 1.5hour per ticket to 45mins.
• Maintain positive relationships with clients while minimizing delinquencies.
• Mentor and motivate team members for a high-performance culture. In that last 4 month, 8 agents elevated to TL role. Cross project team created to identify and groom the pool of candidate for next level opportunities.
• Scheduled regular team meetings to discuss business updates, issues and recommendations.
• Tracked KPIs to drive profitability and target delivery. Target 2crore net profit for FY25, presently achieved 80lakh net profit.

• Lead and manage a collections team of 140 members. Achieved consistent performance of 97% collection in Bucket zero in all product lines.
• Provided strong leadership to enhance team productivity and morale. To ensure no abusive language to be used while interacting with customers.
• Utilize data and performance metrics to analyze and provide insights for continuous improvement.
• Implemented reminder calling strategies to improve the Collections before the due dates. Resulted in 35% - 40% of customers make the payments before due date.
• Ensuring that the company's policies and procedures on recoveries are followed in line with state and national regulations. Resulted in zero escalation to RBI from Bucket zero calling.
• Achieving Collections goals for the department and reporting metrics to senior management on a daily, weekly and monthly basis.

- Personal loan Bucket zero collections of 97% achieved consistently from Feb24 to Apr24

- Credit Line product overall collection of 86% achieved consistently from Feb24 to Apr24.

• Managing Branch retention operations for South & West India with team of 25 members. On daily basis team was retaining minimum 15 members, who would walk-in to branch for cancellation of membership.
• Reduced churn rate by analyzing customer data and providing personalized solutions to address individual needs. Retention rate increased from 35% level to 60% levels.
• Enhanced overall customer experience by closely monitoring satisfaction metrics at all member touch points and initiating proactive measures to address concerns.
• Created strategy to upgrade existing members from lower level plans to higher level plans. From retained customers generated average revenue of Rs.20 - Rs.25lakh month on month in-terms of upgrade.
• As part of Strategy all new members was made to holiday within the first 6 months. To reduce the early cancellation without experiencing the product. First holiday rate improved from 45% level to 68% level within the first 6 month of member acquisition.
• Work closing with Resort team to enhance holiday experience score from First Holidayed members
• Instrumental in upscale the staff knowledge through targeted training opportunities, enhancing team capabilities.
• New member reference generated from the retained members contributing to 15 - 20 sales every month from the retention teams.

• Worked as Business manager for fixed-line customers inbound cente of South and West region with center capacity of 300 seats.
• Delivered Service level's of 95% and above with less than 3% call abandoned rate. Achieved TRAI mandate service level limits month on month.
• Instrumental in reducing Average Call Handling (AHT) time from 550 secs to 380 secs. Due to reduction in AHT, call handling cost reduced to Rs.10 lakh to Rs.15lakh per month.
• Operated as National SPOC for PAN India new installation of fixed line & Line Shifting requests of fixed line connection with 80 seat capacity back-end operation center. Co-ordination with Sales team, IT team and Field team to make the line activate within 8hours window.
• Conducted training and workshop with partner process stack holders to maintain high standard of knowledge levels on floor.
• Functioned as Circle SPOC of Karnataka State Airtel network for MNP Operation. Ensuring in maintaining database of port-in, port-out and Number management system with related to MNP.
• Retention Manager for Karnataka to Prepaid and Postpaid customer, who would opt-out as MNP Port-out from Airtel. Achieved 90% retention consistently in prepaid port-out retention and 75% retention in Postpaid port-out retention.
• Accomplished multiple tasks within established timeframes - all regulatory requirements are adhered related to MNP (Mobile Number Portability).