Rizwan Shaik
Regional Account Service Manager
Hyderabad
Summary
Experienced with client relationship management, enhancing customer satisfaction. Utilizes effective communication and problem-solving to address client needs and improve service delivery. Track record of fostering teamwork and collaboration to achieve business goals.
Overview
11
11
years of professional experience
1
1
Certification
1
1
Language
Work History
Regional Account Service Manager
Vodafone Idea Limited
03.2021 - 01.2026
- Handling COCP Voice & IOT high revenue Enterprise accounts.
- Churn Management: Ensure customer retention through focused proactive and reactive measures for assigned accounts across segments.
- Collection: Ensure Enterprise Collections on YTD basis / Drive and ensure digital payments / Control bad debts on YTD.
- Escalations: Proactively handling customer escalations and providing solution within the TAT, close coordination with cross functional team & sharing timely updates on the problem resolution.
- Digital Adoption & Usage: Drive digital agenda with customers to reduce cost to serve / Digital drive penetration on VIBM portal.
- RNPS: Drive RNPS by ensuring timely updation of Authorized Signatory in SMP, ensure maximum respondent rate, pick process improvements and Customer & Segment wise action planning for improvement.
- Service Management Performance: Unique Account Coverage, National Account Service Reviews and Governance through Service management portal / Service Management for Top IoT & Corporate Accounts - Account Visits & National Service Reviews.
- Define & implement initiatives for differential service for top 15 accounts and drive Service Improvement Plans, customer strategy, journey mapping & design thinking.
- Onboarding new customers educating on the service structure and its processes.
- Team Engagement, Projects & Initiatives: Lead Projects & Initiatives to improve efficiency & engagement of self and extended team of associates.
Branch Manager (Client Service & Operations)
HandiMan Services Limited
02.2020 - 02.2021
- Revenue Generation and P&L of the Branch through sales, expenses, Billing, collection, revenue loss & renewal.
- Customer Relationship: Client Satisfaction, Cross Selling, Retention, Process / System including Performance Management, Bench Strength, Service SOPs.
- Team Capability Building.
- Monthly coordination with Regional Manager and HO team for support required and reporting.
- Billing: Ensure Timely billing and reaching invoices to client as per the TAT.
- Collection: Ensure collection is being achieved at not less than 90% every month.
- Timely renewal of contracts: Ensure all the AMC renewals are done effectively and timely manner as per 90-day renewal process team. Do proactive monitoring of progress for timely renewal. Ensure minimum 10% price increase to cover cost.
- Key Account Retention: Responsible for Key Account Retention by 100%.
Customer Success Manager (Customer Service & Operations)
Tata Communications Ltd
08.2014 - 11.2019
- Responsible for Sales & Service to the existing customers.
- Handled Enterprise high revenue accounts approx 65 cr. from Banking, Investment, Trading, Stock broking, software, pharma, Media & TV Channel industry.
- Conducting service reviews, QBR, CXO meetings with C-level management.
- On boarding new customers, conducting daily/weekly/monthly service reviews, and presenting company products workshop to increase the sales revenue.
- Responsible to act as a bridge between & manage the customer and the organization (Tata Comm.) as a SPOC (Single Point of Contact) by imparting a single Platform to resolve all pending issues with other functional units such as Operations/ sales/ solutions.
- Getting the other issues related to billing, commercials, or delivery, escalated within the organization for speedy resolution.
- SLA/Performance tracking. Monitoring all dockets opened. Preparing performance report. Tracking repeat complaints. Identify SPOF and work on reducing them and do the network optimization for improved MTTR.
Education
Bachelors in Accounting And Commerce -
CAT DEGREE & PG COLLEGE
Hyderabad, India 04.2001 -
Skills
Strategic issue identification
Accomplishments
- Achieved 100% results by completing all the KPI's with accuracy and efficiency.
- Consecutively top performer for the last 4 years with Exceptional performer ratings.
- Have won multiple awards and recognitions for achieving best results against each KPI parameters.
Certification
ITIL & AWS
Timeline
Regional Account Service Manager
Vodafone Idea Limited
03.2021 - 01.2026
Branch Manager (Client Service & Operations)
HandiMan Services Limited
02.2020 - 02.2021
Customer Success Manager (Customer Service & Operations)
Tata Communications Ltd
08.2014 - 11.2019
Bachelors in Accounting And Commerce -
CAT DEGREE & PG COLLEGE
04.2001 -
Disclaimer
I hereby declare that the above-mentioned information is correct to my knowledge and belief.
Place - Hyderabad
Yours faithfully,
- Rizwan Shaik
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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KEY ROLE
- Problem Management
- Change Management
- Incident Management
- Escalation Management
- Churn Management
- Renewals & Retentions
- Net promoters scores (NPS)
- Invoices
- Digital Adaption
- Billing & Collections
Languages
English
Advanced (C1)
Hindi
Bilingual or Proficient (C2)
Telugu
Advanced (C1)