Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Languages
Hobbies and Interests
Timeline
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Rajashekar Naidu

Rajashekar Naidu

THANE

Summary

  • A Talented Manager with expert team leadership, planning and Organization skills with experience of 17+ years in Collections, Customer service & related operations
  • Diverse experience encompassing Escalation Management, Enterprise and Retails collections, Vendor Management, Compliances and Process improvements
  • Participation in designing process map
  • Led initiatives in process improvement areas to improve operational matrix like productivity, quality, TAT with analytical dashboard
  • Recipient of many awards across tenure such as XTRAMILE, GURUs, Best Employee Award, Best Performer Award as a result of outstanding performance.

Overview

10
10
years of professional experience

Work History

Customer Success Leader

Reliance Jio Infocomm
Navi Mumbai
02.2021 - Current
  • SME for diverse customer segments, including Retail Mobility, Home, Enterprise, Managed Services, IOT, Wireless, and Wiredline
  • Closely monitor team on day to day basis to ensure all SLA's are met and any exception are immediately escalated for timely resolutions
  • Responsible for Billing Adjustment and Waiver for B2B and B2C Business
  • Lead robust team of 9 and delivered performance at high pressure
  • Transitioned Automated postpaid billing processes on Tableau, reducing reactive customer issues significantly
  • SME and guide to direct reports and help to ensure no process lapses and there is continuous improvement in overall team performance
  • Manage escalations from internal/external customers, maintain high level engagement with cross functional teams
  • Credit Vendor Management, from onboarding to invoicing
  • Highlighting key metrics to report information, determine trends and identify methods for improving overall customer cycle
  • Leveraged data and analytics to make informed decisions and drive business improvements
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement
  • Ensure Audit compliances, being focal points for internal and External Audit
  • Projects Handled: Customized invoices customer, Automation of Wrong Recharge Reversal from selfcare, implementation of Historical bill view in Myjio.com
  • Ongoing Project: Dynamic Credit Limit & Available Credit Limit, Excess Payment reversal (Postpaid), Correction in Autopay registration journey.

Manager Postpaid Collection Retail

Reliance Jio Infocomm
Navi Mumbai
10.2017 - 02.2022
  • Managing post-paid Collections through Channel partner
  • Taking care of Customer Segment: Mobility, Home, Enterprise, Managed Services, Wireless and Wiredline
  • Procuring channel partners based on customer segmentation and overseeing their onboarding and management
  • Defining logic, creating and managing all B2C campaigns to communicate required information during customer lifecycle
  • Actively contributed to Project Management Office (PMO) reporting efforts by providing detailed insights and analysis on post-paid operations, KPI performance, and operational trends
  • Achieved 96% revenue collections within 0-30 bucket or Mobility & Fibre Business
  • Ramped up collection of 30-60 with incremental achievement by 20% by regular cadence with Channel partner, periodic feedback on improvement and ensuring that queries and escalations were addressed on time.

Assistant Manager – Billing and Collections

Tata Communications Ltd
Mumbai
02.2014 - 10.2017
  • Responsible for collection of Wholesale Carrier, Media and Entertainment Account
  • Products include ILD, MPLS, Leased line, IDC, Content Services
  • Responsible to handling overall collection portfolio of 200 Cr Per annum
  • To ensure healthy relationship with customer and improve C-Sat score of company, we have achieved 97% Cast score FY 16-17
  • Appreciated for achieving 190% of billing in first quarter breaking all previous record within team, and setting new benchmarks
  • Was best CAM (Customer Account Manager) Pan India in first half yearly performance appraisal
  • Appraised with BIC ( Best In Class ) rating pan India for financial year 2014-15, 2015-2016, 2016-2017
  • Xtra Mile award by global head for Customer centricity on scoring 8 out of 10 in Balance Score Card for Fy 14-15.

Education

Bachelor of Commerce - Financial Accounting And Practices

Mumbai University
Mumbai
04.2001

Diploma - Office Automation And Graphics (DOAG)

Mumbai
Mumbai

Skills

  • Customer Success
  • Collections / Accounts Receivable
  • Customer Life cycle Management
  • Escalation Management
  • Tableau

Websites

Accomplishments

  • Lead Project Customized Bill Format (An industry first offering)
  • Lead process improvement by implementing Automations like Auto Populate Resolution Script and Enhanced Refund Process.
  • Collaborated with team to Automate WRR (Wrong Recharge Reversal)
  • Awarded Outstanding Performer Award for the Fy 23-24 for the contribution towards overall reduction of service request by 85% and for being instrumental in teams’ achievement of 3 imperatives during fy 23-24.
  • Lead Collection Drive as part of 90 plus clean up drive Pan India

Languages

  • Tamil
  • English
  • Hindi
  • Marthi

Hobbies and Interests

  • Reading
  • Traveling

Timeline

Customer Success Leader

Reliance Jio Infocomm
02.2021 - Current

Manager Postpaid Collection Retail

Reliance Jio Infocomm
10.2017 - 02.2022

Assistant Manager – Billing and Collections

Tata Communications Ltd
02.2014 - 10.2017

Bachelor of Commerce - Financial Accounting And Practices

Mumbai University

Diploma - Office Automation And Graphics (DOAG)

Mumbai

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Rajashekar Naidu