Rahuldeo Tripathi

I joined Teak Staffing Solutions Pvt Ltd in August 2014 as a customer care representative for Truconnect Communications, a US-based process. In February 2016, this process was internalized under Truconnect Solutions Pvt Ltd, and in November 2023, the company was rebranded as Upverse Solutions Pvt Ltd.

In 2020, I was promoted to the position of compliance analyst. In this role, I was responsible for auditing customer documents to ensure eligibility for the Lifeline program. This involved meticulously following all guidelines and protocols to verify that the documents met the necessary criteria.

Following my promotion as a compliance analyst in September 2021, my responsibilities expanded to include auditing the agents. I ensured that agents adhered to the guidelines and protocols during the eligibility check process, maintaining the integrity and accuracy of the program.

Job Description:

A Retention Specialist in the telecom industry focuses on retaining and renewing customer mobile contracts for a duration of two years. The primary goal is to ensure customer satisfaction and loyalty while minimizing churn rates.

Key Responsibilities:

Customer Interaction: Proactively reach out to customers nearing the end of their contracts to discuss renewal options. Handle inbound calls from customers seeking to renew or cancel their contracts. Address and resolve customer inquiries, complaints, and issues efficiently.

• Worked for all LOBs of Virgin Media.
• Back office, Customer care, Technical Support.
• Conducted training, completed OJT, and done BQT certification through IBM.
• Developed and implemented customer service policies and procedures to ensure quality customer service.