Rajesh Babu J
Chennai
Summary
Customer service leader with extensive experience in sales, operations, and relationship management. Consistently achieved top rankings in retention and revenue growth through effective process optimization and strategic initiatives. Expertise in customer lifecycle management, resulting in significant improvements and strong client relationships.
Overview
24
24
years of professional experience
Work History
Head Customer Service
BMW KUN EXCLUSIVE
Chennai
06.2023 - Current
- Handling Customers Delivery and post sales delivery
- Handling Service queries and resolving within TAT
- Manage team of 5 to boost Test Drives through Retention calling and Referal Enquiries
- Generate referals from Existing customer through Customer connect programs liasoning with the Marketing team
- Liason with Service team in collecting Out house Insurance and coordinate with Insurance team to lure these clients through customised offers
- Managing Test drives and work in tandem with New car Procuremrnt and sales team to have enough penetration through Test drives
Service Manager- Insurance and Retention
Motor World Pvt Ltd
Bangalore
04.2018 - Current
- Responsible for Insurance Sales to Toyota Customers
- Revenue Enhancement by selling Addon Products
- Process Improvisation to enhance Customer Life cycle by segmentation based on models
- Role of Profit Centre Head for the entire group
- Responsible for Credit collection from Corporate and Insurance clients
- Achieved Desired Budget Targets month on Month on Revenue and Nos
- Stood No 1 All India in achieving Non Toyota Protect to Toyota Protect Conversion
- Always stood Top 3 all India in All parameters and contests
- Bad debt achieved at less than 0.02%
Head Retentions- Tamil Nadu Circle
Aircel Cellular Ltd
Coimbatore
09.2015 - 02.2018
- Responsible for Net additions Revenue churn management, net additions
- Revenue Enhancement.
- Responsible for Relationship Building and activities to Enhance stickiness across segments to gain more market share.
- Process Improvisation to enhance Customer Life cycle
- Responsible for net positive on Prepaid
- Achieved Desired Budget Targets month on Month on Churn and Revenue Churn
- Process improvisation by implementing filters in-order to curb revenue leakage paid to Vendors
- Achieved HNI churn and maintained at
Circle Customer Retention Operations Lead (CHN &TN Circle) -Deputy Manager
Vodafone
Chennai
09.2013 - 08.2015
- Management of Churn for the Circle
- Process improvements and corrections related to churn
- Lead managing a team comprising of 27 Relations Managers across the state
- Strategizing and executing various Relationship programs to build stickiness
- Managing HNI clients and business enhancements through various promotions of products
- Responsible for Onboarding of new subscribers through various activity driven via Tele-call and field
- Strategy and Process enhancements to have proactive churn control
- Handling the Premium customers via a High End call center and meeting the requirements and query resolution with differential turn around time.
- Successfully Managed: Churn Propensity Model - Based on MOU drop, proactive retention for predicted churn base through national tele-calling vendor
- ICPM - Based on repeated complaint interaction, frequent inquiry interaction in call center and the proactive retention calling through calling vendor
- Key in Designing KPIs, Score Card for Zone Team members and also drive to achieve the given parameters.
Retail Service Lead -Deputy Manager
Tata Teleservices Ltd
Chennai
04.2010 - 08.2012
- Assistant Manager-Circle Team lead Retail Business- (Prepaid Model) -Apr 2010 to Apr 2012
- Responsible for identifying and rolling out outlets across circle
- Responsible for enhancing revenues through new acquisitions and Value Added Service selling at outlets
- Responsible for ensuring maximum visibility and foot falls at the outlets via various customer contact programs, loyalty engagements
- To Bring Sales and service focus at outlets by providing adequate training
- To ensure 'First time right' at all Customer interface
- Key in installations of 22 Service points
- Conducted more than 100 Service camps and redressal campaigns to address customer pain areas
- Drive Value added service business like Data and Service upgradations.
Assistant Manager
Bharti Airtel Ltd
03.2009 - 04.2010
- Responsible for enabling field force with strategic interventions on controlling churn
- Specifically responsible for catering to different threats faced due to competition by liasoning with Marketing to give suitable inputs to the operation team on retaining Customers
- Special task assigned on handling High Value (Platinum & Gold) segments via field team in meeting the required target by controlling churn<0.7% and bad debts at <2% and performed consistently on the same
- Handling field retention for TN Circle, main task being addressing the pain areas encountered by field and also minimizing the flow to field by providing enablers and inputs to telecuring team where by the performances on recovery and collection by either parties are enhanced.
- Entrusted with responsibility of screening 0-3 months New acquisition nil usage
Customer Service Manager
Bharti Airtel Ltd
Madurai
01.2004 - 04.2010
Zonal Cluster Head
Bharti Airtel Ltd
Coimbatore
05.2006 - 03.2009
- Responsible for managing retail /Corporate (Post Paid) Subscribers having three on roll reportees each one at erode, tiruppur, Salem
- Responsible for Handling entire corporate base comprising of 122 accounts and 13500 base
- Responsible for acquiring new Corporate clients as well as meeting targets on referral selling
- Responsible for revenue enhancements through bad debt reduction, Collections, value added selling and Referral selling
- Responsible for Churn Management on the above subscriber base.
- Won star performer award for outstanding performance in doing 102% on collection and, 0.9% on Churn
- Have gained experience in handling all markets confined to Tamil Nadu.
Customer Care Executive
BPL Mobile Cellular Ltd
03.2001 - 12.2005
- Key Accounts Management
- Customer base included 450 subscribers in Salem and Coimbatore
- Dual functionality involved ability to analyze market opinion on product / service provided in comparison to competitors.
- Building both platinum & gold subscribers (HNI) to the point retaining their subscriptions.
- Revenue generation by using up-selling and cross-selling of the value added services like roaming add on cards, net on phone etc
- Involved in the bad debt from the region assigned from low - end, high networth individuals and corporate.
- Credit documentation, verification and enhancement of credit facilities to the corporate customers and HNIs
- Involved in various Value-Added-Services campaign in the region as well as organizing contact programs for subscriber every month to receive feedbacks
- Lead managing the Voluntary Churn Team comprising of six members (Monitoring the location churn and collections from the deactivated subscriber base)
- Service Operations (Provisioning)
- Entrusted with handling customer queries with a low AHT and minimal escalation
- Special tasks assigned in handling Platinum customer care (800) with high percentage on FTR and zero escalation
- Managing Branch Sales Data both pre-paid, post-paid and migrations from post-paid to pre-paid and vice versa.
- Folder Management (Document and Proof verifications) of all sales attained in the month
- Activation of roaming services and other value added services, activations, reactivations, recreation, suspensions & deactivations from the network.
- Daily Branch Sales report generation for reconciliation with the sales dept.
- Managing Business Associates' Return on Investments (ROI) by analyzing his sales and commissions on both first sales and sales of value added services.
- MIS maintenance & generation of reports on daily basis
- Installation of new/upgrades of new version of software at business associate locations
- Query resolution at the front end
- Bill clarification, hand set/product demonstration
- Enhance revenue via up gradation, value added services and roaming cards
- Sales lead generation/conversion into a corporate sale.
- Participating and coordinating for service camps
- Handling complaints/query resolution within a targeted turnaround time
Education
BSc - Physics, Chemistry, Mathematics
Bangalore University
Bengaluru, Karnataka04.1999
Skills
- Operations
- Relationship Management
- Customer Service
- Retail Sales
- Customer Service Operations
- Customer Lifecycle Management
- Process Optimization
References
References available upon request.
Timeline
Head Customer Service
BMW KUN EXCLUSIVE
06.2023 - Current
Service Manager- Insurance and Retention
Motor World Pvt Ltd
04.2018 - Current
Head Retentions- Tamil Nadu Circle
Aircel Cellular Ltd
09.2015 - 02.2018
Circle Customer Retention Operations Lead (CHN &TN Circle) -Deputy Manager
Vodafone
09.2013 - 08.2015
Retail Service Lead -Deputy Manager
Tata Teleservices Ltd
04.2010 - 08.2012
Assistant Manager
Bharti Airtel Ltd
03.2009 - 04.2010
Zonal Cluster Head
Bharti Airtel Ltd
05.2006 - 03.2009
Customer Service Manager
Bharti Airtel Ltd
01.2004 - 04.2010
Customer Care Executive
BPL Mobile Cellular Ltd
03.2001 - 12.2005
BSc - Physics, Chemistry, Mathematics
Bangalore University
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