Summary
Overview
Work History
Education
Skills
Personal Information
Languages
Timeline
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RAJASEKAR UMAPATHY

RAJASEKAR UMAPATHY

Chennai

Summary

Multi-talented Senior Manager well-versed and highly effective at developing, executing and directing key improvements to enable business enhancements and growth. Visionary leader with solid success leading business operations toward growth.

Overview

21
21
years of professional experience

Work History

Senior Manager - Customer Experience

Bharti Airtel Limited
04.2007 - Current
  • Customer Experience Manager overseeing all B2B corporate & SMB accounts in TN.
  • Effectively managed the accounts of SMB and Corporate customers across Mobility, Fixed line, and Data links by leading a dedicated team.
  • Started as Customer Relationship Executive in 2007 and achieved consistent promotions.
  • Managed Strategic Data accounts in 2017.
  • Elevated role as People Manager since 2017, responsible for managing all TN SMB & Corporate accounts across Mobility, Fixed line, and Data business.
  • Achieved notable credits.
  • Started as an Executive, advanced to Senior Executive, and subsequently promoted to Assistant Manager before securing a role as People Manager - Voice Team Lead through the Internal Job Posting (IJP) process.
  • Provided Training Programs to TL's and SMES, resulting in improved Leadership skills and Operation methodologies.
  • Achieved recognition as Star TL on four occasions and as Star RM five times between 2007 and 2024.

Sr Officer

Kouchan Private Ltd
09.2006 - 03.2007
  • Served as Senior Officer in Airtel (Partner Services).
  • Managed and organized service camps to cater to the requirements of corporate clients.
  • Supervised the performance of tele calling and field teams for voluntary retention efforts
  • Strengthened customer bonds to minimize B2B account attrition
  • Increased VAS penetration in B2B corporates
  • Ensure timely resolution of customer concerns by conducting regular QOS visits to major accounts.

Customer Response Executive

Reliance Infocomm Limited
04.2004 - 09.2006
  • Mentored a team, handled escalation calls
  • Collaborated with the quality team to improve product training and calibration for addressing process issues.
  • Managed inbound calls from various regions across India, including handling escalation calls and resolving customer complaints.
  • Monitored calls and provided daily feedback to team members, enhancing their Quality and motivation.
  • Maintained team roster and shadow files monthly tracker record, while also conducting team briefing
  • Resolving customer queries and addressing their issues and requests online
  • Focused on enhancing customer experience and maintaining customer loyalty
  • Achieved notable credits
  • Started as TCRE and progressed to the role of CRE Expert (Customer Response Executive)
  • Received recognition as a Star performer for three consecutive years (2003-2007)

Customer Service Executive

TRAI
06.2003 - 04.2004
  • Ensured timely resolution of customer concerns
  • Ensure complaints are closed on TAT
  • Maintained strong relationships with partner team, coordinating contest assignments and technology development

Education

MCA -

Bharathidasan University
Tiruchirappalli
03-2003

BSc. - Computer Science

Vysya College of Arts & Science
Salem
05-2000

Skills

  • Collections
  • Churn - Retention
  • Strategic planning
  • Audit & Compliance
  • Revenue assurance
  • People management
  • Analytical skill
  • Vendor & Client management

Personal Information

  • Date of Birth: 08/28/1979
  • Gender: Male
  • Nationality: Indian
  • Marital Status: Married

Languages

  • English
  • Tamil

Timeline

Senior Manager - Customer Experience

Bharti Airtel Limited
04.2007 - Current

Sr Officer

Kouchan Private Ltd
09.2006 - 03.2007

Customer Response Executive

Reliance Infocomm Limited
04.2004 - 09.2006

Customer Service Executive

TRAI
06.2003 - 04.2004

MCA -

Bharathidasan University

BSc. - Computer Science

Vysya College of Arts & Science

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