Rajashekar Naidu
Revenue and Commercial Operations.
THANE
Summary
An accomplished individual with diverse experience, Have a proven track record in Collections with a strong focus on Customer-centric approaches. Expertise includes proactive risk monitoring in Customer Service, Escalation Management & Postpaid Collections. Excel in coordinating with cross functional team, vendors and ensure completion of task on time.
Overview
16
16
years of professional experience
4
4
years of post-secondary education
4
4
Languages
Work History
Manager E-Care
Reliance Jio Infocomm
Navi Mumbai
02.2021 - Current
- Taking care of Customer Segment: Retail Mobility, Home, Enterprise, Managed Services, Wireless and Wiredline.
- Acted as First Line of Defence, managing CNOC, Enterprise Sales, & State team.
- Identifying and minimizing all reactive control methods of postpaid billing related customer issues by transitioning to 100 percent automated operating model.
- Credit Monitoring of customers as per assigned credit rating.
- Vendor Management.
- Monitoring and highlighting potential issues, deviations through various tools. Promptly notify relevant stakeholders and implement corrections
- Maximized performance by monitoring daily activities and mentoring team members.
- Highlighting key metrics to report information, determine trends and identify methods for improving overall customer cycle.
- Onboarded new employees with training and new hire documentation.
- Planned and budgeted accurately to provide business with resources needed to operate smoothly.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Participated in team projects, demonstrating ability to work collaboratively and effectively
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.
- Worked on Special projects on higher bucket reduction, by organizing and managing special drive Pan India involving state billing heads and sales heads.
- Improve collection efforts by identifying, analyzing and recommending measures to reduce provisions.
- Base allocations, assign monthly targets and closely drive agencies to targets.
- Extensively liaise with state billing heads in order to maintain strong working relations.
- To work with data team in designing Dashboards in Tableau with exception monitoring around framework of Post-paid Collections.
- PMO reporting on overall post-paid operation desk against each KPI as Dashboard.
- 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,
Assistant Manager – Revenue Assurance
Sify Technologies Pvt Ltd
Navi Mumbai
07.2013 - 01.2014
- Responsible for collection of strategic A star accounts.
- Products handled include MPLS, Leased line, Hosting Services, Applications, Audio conferencing
- Instrumental in achieving 100% collection for consecutive quarters.
- Appreciation from internal customer and external customer on resolving/highlighting long pending disputed account like Reliance, HP, Kuoni by reconciling inventory of managed services.
Assistant Manager – Collections.
Tata Teleservices Maharashtra Ltd
Navi Mumbai
12.2009 - 06.2013
- Handling end to end collection of enterprise customer
- Responsible for collections of Corporate customer for enterprise product(Lease Line, PRI , Mobile, data cards ) Pan India.
- Controlling bad debts, resolving customer’s billing related issues.
- Reconciliation expert, Cracking long pending disputed accounts like TCS by reconciling PAN India inventory and Streamlining process for timely recovery.
Assistant Manager: Branch Banking.
ICICI Bank Ltd
Mumbai
06.2007 - 12.2008
- Compliance of statutory audit reports.{ Monthly, Quarterly , Half yearly Returns submission and audit Compliance}
- Ensure compliance with banking rules, Regulations & Procedures.
- More focus on CASA & selling Traditional Banking Products to enhance GL size of branch by active participation in Sales Drive
- Training to new joiners about system & process Training and how to handle complex issues in critical condition.
- Shift in Charge handling general Branch Banking operations which includes Customer queries, Escalations, Looking after Locker allotment, Operations, Loans again collateral securities.
Education
Master of Arts - Marketing Management And Research
03.2022 - Current
Bachelor of Arts - Financial Accounting And Practices
06.1998 - 04.2001
Some College (No Degree) -
04.2001 -
Skills
Operations management
Project Management
Customer Life cycle Management
Credit Monitoring
Branch Operations
Tableau
Azure
Hobbies
Chess, Cricket, Reading
Timeline
Jaipur Manipal Universaty - Master of Arts, Marketing Management And Research
03.2022 - Current
Manager E-Care - 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
Assistant Manager – Revenue Assurance - Sify Technologies Pvt Ltd
07.2013 - 01.2014
Assistant Manager – Collections. - Tata Teleservices Maharashtra Ltd
12.2009 - 06.2013
Assistant Manager: Branch Banking. - ICICI Bank Ltd
06.2007 - 12.2008
Diploma in Office Automation And Graphics (DOAG) - Some College (No Degree),
04.2001 -
Mumbai University - Bachelor of Arts, Financial Accounting And Practices
06.1998 - 04.2001