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
Mumbai04.2001
Diploma - Office Automation And Graphics (DOAG)
Mumbai
MumbaiSkills
- Customer Success
- Collections / Accounts Receivable
- Customer Life cycle Management
- Escalation Management
- Tableau
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