RAVINDRA NAYAK NAYAK
17 Years Of Experience In Managing Business Operations, Sales & Service, Enterprise, Recruitment, HRM, Distribution, Channel, Vendor, Retail, Project & Risk Management, B2B, C2B, Business Continuity Support, Lawyer By Profession, L.L.B, PGDBM, M Com, B Com And Hardware Engineer By Passion.
Marol, Andheri, Mumbai ,MH
Summary
A creative and goal – oriented individual with a positive outlook, having the ability to manage multiple tasks and meet deadlines. Possess excellent leadership, communication and public speaking skills as well as inter personal Skills. People Management and Business Operations has been my forte.
- 8 years in Telecom / ISP handling Jio-Fiber / Sales/ Service & Usage with Retention
- 5 years in BPO/KPO/ Call Centre Management
- 2 years in Retail for Recruitment, Distribution & Channel, Vendor & Project Management with Business Continuity Support
- 2 years in Banking with an organization repute with an overall Experience of 17 yrs.
- Overall traveled and worked across India with geographical experience.
Overview
4
4
Certifications
11
11
years of post-secondary education
18
18
years of professional experience
Work History
JioFiberCare State CSD Lead
Reliance Industry Limited (RIL)
Mumbai , Maharashtra
03.2018 - Current
- Handled off rolls 425 executive and on roll 121 On rolls staff for Acquisition and service Jiofiber broadband
- Handled 35 HNI calls per 7 hours to address customer inquiries and concerns
- Heading product SLAs for each level towards ensuring effective resolution of complaints.
- Comprising of experience of handling large team of on-roll and outsourced manpower and recruitment
- Independently handled Investigations and Fraud Control.
- KPI's Tacking, Upgrade, Upsell , Competition Strategies with plan & product enhancement
- Managing customer Care, NODAL Officer, & Appellate Authority. Monitored Opex & implemented complaint review mechanism for Back-end Operations
- Increased customer satisfaction by resolving product & service issues
- Saved ₹250 per executive by implementing cost-saving initiatives that addressed long-standing problems
State UNR Lead / Jio Center Manager
Reliance Jio Infocomm Ltd
Madgoan, Goa
01.2017 - 03.2018
- Conceptualizing and implementing sales promotional programs for maximum market coverage and brand visibility
- Identifying and developing channel partners, resulting deeper market penetration
- Managing 2 ZD, 4ARD & 7MARD Distributors and ensuring availability of stock at all the selling points
- Driving sales force to maximize ROI and productivity of Channel partners.
- Rolling the new channel partner and launching postpaid & Prepaid
business - Handled 4 calls per retailers to address customer inquiries and concerns
- Used coordination and planning skills to achieve results according to schedule
- Led 2 team in delivery of device and recharge project, resulting in turnover of 1.2cr
State Usage & Revenue Lead
Reliance JIO
Maharashtra, Maharashtra
11.2015 - 01.2017
- Handling Usage & Retention Marketing for Postpaid & Prepaid customer base across Maharashtra & Goa, responsible for monthly revenue of 30Cr
- Responsible for circle-level revenue, subscriber base retention & churn, RPM (Revenue per Customer) and managing product portfolio for B2C & B2B customers
- Evaluate demographics, usage patterns and touch-points of customers and identify opportunities to maximize Customer Lifecycle Value, Loyalty and Retention
- Developed team communications and information for meetings
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution
Call Center Head
SSK Retail SYSKA
Pune, Maharashtra
05.2015 - 10.2015
- Handled 51 on roll employee- 2 Connectivity Lead, 21 DSS, 28 O‟DSS.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment
- Maintaining store operations in Kolapur, Satara, Surat, Bhopal, Mumbai, Karad, Vita, Palus & all across Western & South zone of India.
- Driving sales force to maximize the ROI and productivity of Channel partners, device repair and Insurance settlement
Circle Performance Manager
Airtel
Delhi, Gurgoan, Haryana
11.2014 - 04.2015
- Resolved problems, improved operations and provided exceptional service
- Ensuring 100% Revenue Collection from CSD Centers,
- Audit of Document Compliance & Coordination with External Audit team
- Ensure 100% daily cash collection from 16 Cash Counters working by 24/7
- Ensuring Timely process of New Service & Tatkal Connection
- Maintaining Downtime of CRM software’s, Quality Audits of Agents on regular basis
- Managed team of 12 employees, overseeing hiring, training, and professional growth of employees
Zonal Business Manager
Bharati Airtel
Kolkata, Siliguri, West Bengal
11.2013 - 11.2014
- Supported 4 regional managers, adjusting sales goals and processes for each region based on zone metrics and company objectives
- This includes customer on-boarding, service recovery, up-selling, churn management and CSI.
- As a Zonal Circle CSD Head responsible for Strategy and Operations for leading teams to ensure seamless Sales & Delivery in circle
- Including Customer On boarding, Field operations, Compliance & Partner management through company’s leadership principles.
- Defining service standards / guidelines that serve as benchmark for excellent service delivery as per global standards & SLAs
Business Manager
Bharti Airtel
Bhubaneshwar, Odisha
01.2013 - 11.2013
- Performance Management to ensure partner meets stakeholder’s expectations in terms of performance for monthly basis.
- Monitor KPIs of TV process & ensure regulatory compliance through daily / weekly / Monthly reviews.
- Capacity Planning to ensure portfolio has precise headcount to meet hours requirement and defined Service Level and Answering.
- Billing/R&P - Ascertain that the portfolio is not over staffed as it can impact the profitability. Validation of Monthly Bills basis projections and required staffing
- Partner Management and Development responsible for Partner Management by providing support required for day to day smooth functioning , query resolution through coordination with circle
- WIPRO and other Airtel support teams , monitor agent roistering ; Developing partner teams through forums like call Calibration , refreshers , team Huddles , training on SOP / New Updates , providing guidance to learning curve , helping them to make effective and useful MIS
- Dialer Plan & Strategy to develop and make changes along with Partner team in the strategy on a regular basis based on the best practice of other centers, experience, trends, and inputs from Airtel campaign team to ensure the SLA’s are met.
- Studied latest trends to add new merchandise to product lineup, improving sales revenues ₹ 32,52,500/-
Operation Manager
Spanco - Respondez
Navi Mumbai, Airoli, Maharashtra
04.2012 - 01.2013
- Spearheading activities related to workflow, business intelligence Directing team of 55 officer/Executive and 3 Teal Leaders for US / UK collections / sales / lead generation / back office employees.
- Managing key performance metrics (Operational & Business), analyzing statistical data
- Leading workflow strategy management for individual business buckets.
- Propounding scheduling templates, Automation of daily deliverables using VBA for MS Excel, work patterns, business rules, and break / offline activities management to improve accuracy of scheduling and achievement of organization goals.
- Designed and implemented Balanced Scorecard for processes at FTE and business level.
- Categorizing performance gaps in coordination with client, operations, quality, compliance & training teams, suggestion & implementing plans to overcome gaps.
- Handling engagement on business sizing, additional harvesting & cost control.
- Overseeing program productivity & gross margins (Top line revenue), customer/client satisfaction and effectiveness of service delivery.
- Chalking out long term base forecast for in MS Excel:
- Work load/volumes, performance and hiring / attrition needs in monthly base (in spreadsheet)
- Track and trend performance and make recommendations to management
- Reviewing shrinkage and planning for agent requirements on long term basis
Team Coach
3G Hutchison
Malad Mindspace, Mumbai, Maharashtra
11.2008 - 04.2012
- Handling Customer Services (US), Lead Generation (UK), Cash Advance (US), Survey (UK) & Collections (US)
- Knowledge about Customer service, Collections, Lead generation (UK) & survey industry
- Proficient at developing & implementing customized Operations strategy for new Ventures
- Successfully transitioned processes from USA & UK to India
- Planning Daily weekly & monthly strategies for Ops
- Mentoring direct reportees, give feedback
- Identify & Resolving Operations needs
- Pre-planning Projections (weekly, Monthly)
- Providing feedback to Managers on ways to enhance productivity and customer satisfaction.
- Completed Project that helped Operations to monitor real time performance.
- Analysis of reports, deep dive, team wise agent wise etc.
- Met financial objectives of 1.02 in 2008
Senior Executive
Citigroup -TCS
Goregoan, Mumbai, Maharashtra
04.2007 - 10.2008
- Managed B0, B1 and HUB Collection and Retention Customer Care Operators
- Monitored billing operations & supported revenue generation activities
- Looked after B0 and B1 bucket collections and retentions through 2 collection agencies and 50 FOSs
- Effectively handled first level retentions through CC
- Resolved customer complaints & queries and provided solutions
Management Trainee
Sitel India
Andheri, Mumbai, Maharashtra
04.2003 - 03.2007
- Ensuring complete process adherence amongst Acquisition Process, Customer Interface, Billing & Collection,
- Shadowing TL, AM and Leader in implementation of process and work culture
- Got scholarship from Tata-Sitel for perusing PGDMS
- Assisted established management staff with operational oversight, business development and process improvement strategies
- Managed and mentored team of 25 employees
Education
LLB - Law
V M Salgaocar Law College
GOA, Panjim Miramar 04.2016 - 06.2021
MBA - HRD & Marketing Management
Welingkar Institute of Management
Mumbai, Matunga 04.2005 - 05.2007
Diploma - Computer Proficiency And Hardware Networking
Aptech Institute
Andheri, Mumbai 04.2004 - 06.2005
Post Management Graduate - Management & Commerce
M Com
Mumbai University Kalina 04.2001 - 04.2004
Skills
Product Team Leadership
Strategic planning
Operations management
Commercial litigation experience
Sales strategy
Sales abilities
Compensation structuring
Recruitment strategies
Employee retention
Accomplishments
- Training in LDE – Leadership Development for Excellence from Welingkar institute, MumbaiWORKSHOPS.
- Took part in several management and employee retention workshops.
- Management Development Program on Art of Feedback, Team Motivation & Bonding.
- Online National level Workshop Law Students cell participation.
Certification
Played a major market share from 0% in 2016 to 18%
Timeline
JioFiberCare State CSD Lead
Reliance Industry Limited (RIL)
03.2018 - Current
State UNR Lead / Jio Center Manager
Reliance Jio Infocomm Ltd
01.2017 - 03.2018
LLB - Law
V M Salgaocar Law College
04.2016 - 06.2021
State Usage & Revenue Lead
Reliance JIO
11.2015 - 01.2017
Call Center Head
SSK Retail SYSKA
05.2015 - 10.2015
Circle Performance Manager
Airtel
11.2014 - 04.2015
Zonal Business Manager
Bharati Airtel
11.2013 - 11.2014
Business Manager
Bharti Airtel
01.2013 - 11.2013
Operation Manager
Spanco - Respondez
04.2012 - 01.2013
Team Coach
3G Hutchison
11.2008 - 04.2012
Senior Executive
Citigroup -TCS
04.2007 - 10.2008
MBA - HRD & Marketing Management
Welingkar Institute of Management
04.2005 - 05.2007
Diploma - Computer Proficiency And Hardware Networking
Aptech Institute
04.2004 - 06.2005
Management Trainee
Sitel India
04.2003 - 03.2007
Post Management Graduate - Management & Commerce
M Com
04.2001 - 04.2004