RUCHICKA RAWAT
Lead - Digital Platform Desk - Billing e-Care
Mumbai
Summary
Dynamic senior management professional with a proven track record in strategic planning, operations management, project management, and team leadership. Expertise in transforming complex challenges into actionable strategies that drive growth and enhance profitability. Committed to fostering collaborative environments that empower teams to exceed performance goals. Skilled in leveraging analytical abilities to identify improvement opportunities and implement innovative solutions aligned with organizational objectives.
Overview
23
23
years of professional experience
3
3
Certifications
2
2
Language
Work History
Billing e-Care (General Manager)
Reliance Jio. Infocom Ltd.
09.2021 - Current
- Lead & drive ‘Digital Platform Desk’ through process automations
- Ensure customer refunds are processed timely for all line of businesses – Mobility/Home/Enterprise
- Drive Projects & Programs to enhance customer experience
- Drive TRAI compliance related to Refund & Billing TATs
National Head (JioFiber) – Customer Retention (Deputy General Manager)
Reliance Jio. Infocom Ltd.
10.2018 - 08.2021
- Design, Lead proactive & reactive Customer Retention strategy JioFiber & ODCPE business – Pre & Post Paid
- Ensure device recovery and process adherence to refunds
- Drive Programs on Proactive & Reactive Retention to ensure usage continuity and to reduce Churn
- Prepare Annual budget plan on Churn
- Drive compliance on Churn parameters
Unit Head ELI Research India – Operations (Senior Manager)
ELI Research India Ltd.
04.2017 - 04.2018
- Managed and lead account P & L
- Coordinated Business operations, developed business strategies and goals to achieve business goals and client satisfaction
- Driven & Lead compliance activities for the entire Centre (350+ FTEs)
- Worked directly with Clients and developed new business opportunities
- Conducted Monthly performance reviews on Key KPIs with Managerial teams
Head ELI Research India – Quality & Training (Senior Manager)
ELI Research India Ltd.
08.2016 - 03.2017
- Built and maintained Quality standard across all functions
- Lead QA and Operations team to develop and execute QA strategies to meet and exceed Quality parameters
- Ensured that the operations team adhere to the principles, guidelines & best practices of the QA strategy as defined
- Developed, recommended and monitored corrective and preventive action plan to enhance Quality
- Ensure Quality SOP documentation by writing & updating quality assurance procedures
- Strategized and redesigned Training programs and content in order to meet operation teams requirements
- Reviewed and evaluated Training programs efficacy through performance evaluation of the trainees
National Head – Customer Lifecycle Management (Assistant Director)
SISTEMA Shyam Teleservices Ltd. (MTS) Corporate Office
01.2011 - 11.2014
- Driven National Projects and Programs on Customer Retention, Regulatory Compliance and Churn
- Spearheaded and managed PAN India customer retention for pre & post customer base.
- Collaborated with the Marketing & Sales Function to align Acquisition, Usage and Retention strategies and monitoring variance in churn and zero usage performance at PAN India Driving of Customer Communication guidelines to ensure standardized tonality & manner for uniform customer experience Pan India
- Making, executing and standardizing the function SOPs for CLCM.
- Implementation of ‘Acquisition Filters’ for Quality On-Boarding for Pan India
- Conducted Training sessions with Pan India Teams on Churn Process and Customer Communication guidelines
- Ensured compliance to the communication Policy & process by conducting periodic internal audits and assisting in external audits of various channels of communication
- Facilitated and monitored ‘Best Practice Sharing’ for PAN India CLCM team.
- Led and managed Mobile Number Portability (MNP) process Pan India
- Driven Regulatory Compliance on Mobile Number Portability (MNP), Customer Communication Preference and Customer Quality Parameters Pan India, by ensuring proper audit in place
- Ensured customer delight through various ‘Customer First’ initiatives and conducting Data Mining & Analysis for PAN India and forming Action Plans as per customer VOC.
National Head – Customer Retention (Sr. Manager)
SISTEMA Shyam Teleservices Ltd. (MTS) Corporate Office
11.2008 - 12.2010
- Distinction of managing the project of setting up the Call Centre for South Circle (TN & Kerala) Launch
- Initiated the process of designing and developing the function SOPs for entire CSD verticals.
- Played a major role in streamlining the complaint management process.
- Dexterously launched the TRAI consumer complaint redressal portal process PAN India.
National Head – Loyalty & Delight (Sr. Manager)
Datacom Solutions Ltd.
09.2008 - 11.2008
- Demonstrated excellence in designing a low cost loyalty program
Head – ‘Care Touch’ Call Centre (Manager)
Bharti Airtel Ltd.
01.2008 - 08.2008
- Honoured for Successfully managing smooth transitioning of Caretouch – Premier Call Centre from Mphasis to IBM
Manager – Service Marketing
Bharti Airtel Ltd.
06.2007 - 12.2007
- Efficiently achieved churn and grace targets for the High Value Vertical for the circle.
- Rated as an ‘Exceptional Contributor’ on performance scale
Assistant Manager – Service Marketing
Bharti Airtel Ltd.
04.2005 - 05.2007
- Played a major role in completing ‘Saarthak’ – Reduction in % Churn of Ultras from 1% to 0.48% of PoP.
- Proved pivotal in initiating a system of resurrection, a retraining program for the bottom quartile agents in regard to their performances.
- Dexterously handled led “Bhartiyam” project entailing seeking Standardization of Voluntary churn process, at PAN India level.
- Received 4.94 Scorecard on Gallup survey
- Honoured for: Successfully leading completing the “Bhartiyam” Process at Airtel.
Process Owner - Retention Inbound
Bharti Airtel Ltd.
10.2003 - 03.2005
- Effectively completed Yellow Belt project ‘Lakshya’ – Increase in % of Quality Audits scores of inbound team.
- Successfully completed two ‘Yellow Belt’ projects ‘Astra’ for increase in % of Voluntary Retention and ‘Safal’– Increase in Collections of 90 days bucket.
- Honoured for successfully completing and supporting the ‘Yellow Belt’ projects in team.
Retention Executive
Bharti Airtel Ltd.
01.2001 - 09.2003
- Recognized as Best Team Performer consecutively for three months.
- Honoured in R & R for scoring 100% in Quality Audits.
Education
B.A. (Honors) - Applied Psychology
Gargi College, Delhi University
01.2000
Skills
Operational Efficiency Management
Customer Engagement Strategies
Collaborative Team Management
Project Management
Automated Process Optimization
Regulatory Compliance
Customer Loyalty Development
Data analysis expertise
Usage & Revenue Enhancement
Accomplishments
- Designed & led ‘Client Satisfaction Survey’ program within the RCM Function
- Led various Quality initiatives within RCM function to drive Quality from 85% to 98%
- Driven ‘On-boarding Program’ for new clients through ‘Welcome Letters’
- Lead and driven ‘Compliance Awareness Program’ to make sure centre is HIPAA compliant
- Designed and driven ‘Leadership Program’ for RCM Management Team
- Driven awareness and compliance on ‘Hitrust’ process and policies centrally for all centres through Training programs
- Received the ‘Exemplary Performance’ Award and was recognized as ‘Face of CSD’ for 2011 MTS Brand Launch.
- Rated ‘Superior’ on performance scale for 2009 PMS.
- Successfully driven KYC project for Data customers during On-boarding
- Successfully drove the Service Segmentation for CSD and headed the launch of MNP Process Pan India.
- Successfully drove and implemented TRAI led Customer Communication guidelines Pan India
Career Abstract
- A dynamic professional with 23+ years of rich experience in Strategic Management, Operations Management, Customer Relationship Management, Compliance Management & Team Management.
- Holds the distinction of leading & managing the operations and contributing to higher rate of growth.
- Adept in driving customer level profitability by providing customer satisfaction data to support management decision-making, knowledge of principles of Customer Relationship / Customer Value Management.
- Displayed proficiency in implementing innovative customer service strategies & processes for TAT / SLA’s across departments with the view to escalate customer satisfaction in turn leading to Customer Retention.
- An effective communicator with excellent relationship building and interpersonal skills backed by strong analytical, problem solving and organizational abilities.
Personal Vitae
- Current Address: 1104, Utopia B, Casa Bella Gold, Palava City, Mumbai - 421204.
- Date of Birth: 31st March, 1980
Certification
Accounting Foundations: Managerial Accounting
Timeline
Billing e-Care (General Manager)
Reliance Jio. Infocom Ltd.
09.2021 - Current
Accounting Foundations: Managerial Accounting
07-2021
Finance Foundations
07-2021
Finance for Non-Financial Managers
07-2021
National Head (JioFiber) – Customer Retention (Deputy General Manager)
Reliance Jio. Infocom Ltd.
10.2018 - 08.2021
Unit Head ELI Research India – Operations (Senior Manager)
ELI Research India Ltd.
04.2017 - 04.2018
Head ELI Research India – Quality & Training (Senior Manager)
ELI Research India Ltd.
08.2016 - 03.2017
National Head – Customer Lifecycle Management (Assistant Director)
SISTEMA Shyam Teleservices Ltd. (MTS) Corporate Office
01.2011 - 11.2014
National Head – Customer Retention (Sr. Manager)
SISTEMA Shyam Teleservices Ltd. (MTS) Corporate Office
11.2008 - 12.2010
National Head – Loyalty & Delight (Sr. Manager)
Datacom Solutions Ltd.
09.2008 - 11.2008
Head – ‘Care Touch’ Call Centre (Manager)
Bharti Airtel Ltd.
01.2008 - 08.2008
Manager – Service Marketing
Bharti Airtel Ltd.
06.2007 - 12.2007
Assistant Manager – Service Marketing
Bharti Airtel Ltd.
04.2005 - 05.2007
Process Owner - Retention Inbound
Bharti Airtel Ltd.
10.2003 - 03.2005
Retention Executive
Bharti Airtel Ltd.
01.2001 - 09.2003
B.A. (Honors) - Applied Psychology
Gargi College, Delhi University