SAMIT JASWAL

• Leading Team of 11 Team Members
• 8 BM, 2 CM , 12 TL’s, 38 FSE and 32 Partner & Circle MIS
• As an operation head, I am responsible for launch and establish new acquisitions/ Base growth for the state and responsible to establish One Airtel product in market, with the help to D2C team and Mass retail team
• Handling Annual Revenue of 11 Mn
• Responsible for End to End Base Management of 3 Lakh
• Promoted a culture of continuous learning through regular workshops, seminars, and training sessions for staff.
• Spearheaded change management efforts for seamless adoption of new systems or processes among employees.
• Timely Resolution of New Installation & Exiting Customer Complaints
• Ensuring Channel Productivity, Distribution Spread and driving operations thru Channel partners
• Right sizing and hiring manpower according to norms
• Ensuring servicing norms are met
• Ensuring Home delivery through online leads across Haryana
• Managing a team coaching & mentoring them for future roles
• Timely communication and feedback to entire team on the overall business and individual performance
• Key Achievements Responsible for CMS Leadership in Haryana
• 35.8% beating competition TATA & Dish D2H
• DTH Haryana Circle in YTD is Ranked 3 Nationally on GPS.100% sales Tgt Achieved
• Improved Gross from DTH Hardware Channel & Gross Grew By 186%
• DTH DOST Business scaled up by 88%
• Have ZERO TSM / Partner Attrition in FY 23.

• Job Profile
• Ø Leading DTH business of Haryana circle, handling a team of 8 BM, 7 TLs,28 FSE & 23 partners for Sales/Service target Delivery, Team Management and Development, BTL Sales & Marketing Strategy.
• Ø Revenue and Base Management
• Ø Ensuring customer market share leadership for brand airtel in the territory by driving new dth gross ads and reducing churn
• Ø Driving Y-o-Y Customer Base growth, data growth and average revenue per user growth to improve overall revenue
• Ø Driving rural operations thru DOST ( Free lancers) for better reach and ensure high level service delivery and engagement.
• Distribution and Channel Management
• Ø Ensuring channel productivity, Distribution spread and driving primary and secondary stock of distributors in subzone
• Ø Right sizing and hiring manpower according to distribution norms (Team of 28 salesman, 12 Promoters and 23 distributors)
• Ø Ensuring distribution and servicing norms are met at 3800 retail outlets.
• People Management
• Ø Managing a large team of 8 BM, 7 TLs, 28 FSE & 23 Partners-coaching and mentoring them for future roles
• Ø Timely communication and feedback to team on the overall business and individual performance

• Excellent communication skills, both verbal and written.
• Adaptable and proficient in learning new concepts quickly and efficiently.
• Demonstrated leadership skills in managing projects from concept to completion.
• Worked well in a team setting, providing support and guidance.

Job Profile

Ø Track AOP/budgets/and business growth for the Circle.

Ø Responsible for net Adds and revenue growth for circle as per AOP.

Ø Expend distribution Network (stocking OL’s)

Ø Plan & launch new Products, Schemes, and offers to ensure high denomination recharges and pipeline stock in market.

Ø Coordinate with Marketing/IT/Service and call center for new initiatives.

Ø Plan, organize, direct, control and evaluate the Direct to Home Service operations for Airtel Digital TV for Haryana.

Key Achievements

Ø Best Service Head Award PAN India.

Ø Highest Incremental Gross Add in FY- 20.

Ø Increase B2B Base from 1250 No’s to 3500 FY-20 Exit.

Ø Master Trainer for Sales & Service Operations Merger.

• Gained strong leadership skills by managing projects from start to finish.
• Skilled at working independently and collaboratively in a team environment.
• Strengthened communication skills through regular interactions with others.
• Paid attention to detail while completing assignments.

Job Profile

Ø Plan, organize, direct, control and evaluate the Direct to Home Service operations for Airtel Digital TV for Himachal Pradesh.

Ø Drive Circle Revenue through Quality Net Adds, low churn, Annual Recharges, HD Upgrade & Loyalty Programs.

Ø Supervise Logistics operations for the State.

Ø Drive B2B & B2C business in state.

Ø Drive Team on timely resolution of Customer complaints.

Ø Ensure timely activation of New DTH connections.

Ø Plan, develop and organize the policies and procedures for Service operations for DTH in Himachal Pradesh State.

Ø Develop action plans, provide expertise in response to customer needs, and support and advise territory service managers and DTH Service Partners to run daily operations.

Ø Direct and advise staff in the development and implementation of service quality assessment strategies

Ø Plan, administer and control budgets for Airtel Digital TV for Himachal Pradesh, Facilitate partner contracts, Ensure timely supplies of Hardware and other DTH equipment’s.

Ø Represent the company within various economic and social organizations

Key Achievements

Ø HP Net DTH Base increased by 10,000 No’s in one year. Improved Churn by < 1% in FY17-18.

Ø 37% Base Growth seen in B2B Base for HP.

Ø Created a stable Distribution Base for HP Circle.

Ø Improvement seen in SR SLA from 34% to 80% in FY 18-19.

Ø HP Circle ranked in top three circle on Serve to Sell – HD Upgrade & ARP Penetration.

Have reporting of 5 Territory Service Mangers. Handling entire Airtel DTH Field Service operations through 17 partners in 13 districts with 86 towns and 16,826 villages.

Job Profile

Ø Plan, organize, direct, control and evaluate the Direct to Home Service operations for Airtel Digital TV for Uttrakhand state.

Ø Plan, develop and organize the policies and procedures for Service operations for DTH in Uttrakhand State.

Ø Develop action plans, provide expertise in response to customer needs, and support and advise territory service managers and DTH Service Partners to run daily operations.

Ø Direct and advise staff in the development and implementation of service quality assessment strategies

Ø Plan, administer and control budgets for Airtel Digital TV for Uttrakhand, Facilitate partner contracts, Ensure timely supplies of Hardware and other DTH equipment’s.

Ø Represent the company within various economic and social organizations

Ø Assist staff/Partners with administrative, Financial Debit Concerns or technical problems.

Ø Hire, train and supervise staff / Partners for Airtel Digital TV for Uttrakhand state.

Ø Establish work schedules and procedures and co-ordinate activities with other work departments for achieving work efficiency. Examine and verify accuracy of work and authorize routine heath checks through TSM’s.

Ø Resolving work-related problems and prepare and submit progress and other reports

Ø Drive Team on timely resolution of Customer complaints.

Ø Ensure timely activation of New DTH connections.

Ø Drive timely availability of stock to partners and ensure defectives boxes are sent back to company warehouse.

Ø Develop new ways to control customer churn and drive serve to sell concept through Service Engineers.

• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
• Implemented innovative marketing campaigns that boosted brand awareness and generated significant sales leads.
• Streamlined workflows by identifying bottlenecks in existing systems and proactively addressing these challenges through appropriate solutions implementation.
• Conducted competitive analysis to identify market trends and capitalize on emerging opportunities for growth.

Worked as Manager Service – Airtel Digital TV supervising Retention Bucket Efficiencies, Circle Churn and Box recovery for Punjab and Jammu & Kashmir. Driving Service TSM’s and 18 Retention Agencies on Service KPI’s. Interacting with DTH service distributors, dealers and retention partners on daily basis to build a competitive edge on Service.

Key Achievements

Ø Created and initiated agency model for DTH Retention for Punjab, Haryana, Himachal and J&K. The model is now replicated PAN INDIA.

Ø Played a pivotal role in circle CS LOB operations merger for Punjab, Haryana, Himachal Pradesh & Jammu and Kashmir for Airtel Digital TV.

Ø Member of Green Belt Project for reducing DTH churn for UN.

Ø Completed Yellow Belt project on Capturing retention calling VOC for UN.

Ø Recognized by CEO , CS Head for exemplary service delivery on retention KPI’s for Punjab, Haryana, Himachal and J&K. (Lowest Churn PAN India, Agency Model Development PAN INDIA)

Job Profile

Ø Managing Retention & Recovery Partner operations through outbound dialer Tele-calling and driving Field FOS operations for All Four Northern states.

Ø Driving Retention and Recovery activities across all buckets through partners for All Four Northern states.

Ø Driving Territory Service Manager’s on retention and recoveries.

Ø Creating Acquisition control checks to reduce churn.

Ø Plan, organize, direct, control and evaluate the operations of retentions services for four northern states, Drive contact center operations on retention services.

Ø Plan, develop and organize the policies and procedures for improving retention performance.

Ø Develop action plans, provide expertise in response to customer needs, and support and advise sales and service teams.

Ø Direct and advise Call Center staff in the development and implementation of service quality assessment strategies.

Ø Plan, administer and control budgets for Partner projects, contracts, equipment and supplies

Ø Sensitize and Drive Service and Retention partners and Team’s on retention performance, resources and Key Service KPI’s.

Ø Actively visit DTH markets (dealer and retailers) and resolve concerns related to DTH.

Ø Responsible for Training and development of Service TSM’s and Partner Teams.

• Cultivated partnerships with external stakeholders to maximize business opportunities and extend network reach within the industry sector.
• Streamlined workflows by identifying bottlenecks in existing systems and proactively addressing these challenges through appropriate solutions implementation.
• Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
• Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.

Worked as Manager - Service Operations Business and Consumer and supervised New Activation Process for Four Bharti circles UN (Punjab, Haryana, Himachal Pradesh & Jammu and Kashmir). Handling 0-3 Month customer engagements, Address Verification Post-paid and Prepaid – Tele-verification / Field, monthly & periodic bulk verification (B2B and B2C), Change Address, NDNC (national do not call list), Prepaid Address Verification, Documentation and Regulatory Compliance.

Key Achievements

Ø Played a pivotal role in circle CS operations merger for Punjab, Haryana, Himachal Pradesh & Jammu and Kashmir for Airtel.

Ø Piloted the launch of Bulk Tele-verification Process for UN.

Ø Member-Black Belt Project for controlling bulk activations for UN.

Ø Consistently achieved Top Circle PAN INDIA on New Customer Engagement parameters.

Ø Launched Field Verification Operations for Jammu & Kashmir.

Job Profile

Ø Hire, train and supervise staff.

Ø Represent the company within various economic and social organizations

Ø Plan, organize, direct, control and evaluate the operations of establishments that provide services to business such as contact centre services and Field Service Operations of Physical Credit Verifications.

Ø Plan, develop and organize the policies and procedures for Contact Center and Field Verification Partners.

Ø Develop action plans, provide expertise in response to customer needs, and support and advise project teams

Ø Direct and advise staff in the development and implementation of service quality assessment strategies

Ø Plan, administer and control budgets for company projects, contracts, equipment and supplies

Ø New Customer (0-3) months Tele-calling, Churn & Bad Debts.

Ø Managing Tele-calling and Field Verification Partners for UN.

Ø Field Collection of Documents for UN circle.

Ø Managing Verification Prepaid and Postpaid Operations for Airtel UN.

Ø Training field Staff, developing training content to optimize productivity & Customer Experience.

Ø Managing Postpaid / Prepaid Team’s to deliver All KPI’s consistently & effectively.

Ø Handling TERM related Concerns w.r.t to prepaid verifications, Bulk Verification and NDNC (national do not call list).

• Promoted teamwork within the workplace by encouraging collaboration among staff members on various projectstasks.
• Collaborated with the management team to develop strategic plans for business growth and improvement.
• Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
• Streamlined store operations for increased efficiency, implementing new processes and procedures.

Worked as Assistant Manager in Service Operations and looking after Prepaid Address Verification and New Post-paid Customer Experience for Three circles HPHP (Punjab, Haryana And Himachal Pradesh).

Key Achievements

Ø Core member of FX migration team, piloted the successful launch of FX AV workflows for HPHP circle. Awarded by CEO - HPHP for exceptional performance Sept’09.

Ø Piloted the launch of National AV Agencies in HPHP.

Ø Customer Address Verification operations for Airtel during circle Merger for Punjab, Haryana and Himachal.

Ø Member of Black Belt Project for APEF and AV reductions HPHP.

Ø Awarded Certificate of Excellence in Customer service from CEO Punjab (Achieved SDR %( Same day resolution AV) Highest PAN India Apr’06.

Ø Completed a Green Belt Project (Financial Saving of 8 MN INR in 2006-07) and

Ø Training and launch of NEW customer Engagement Program for PAN HPHP.

Ø Showed Improvement and Consistency in Achieving Key Performance Index’s for HPHP Circle W.r.t New Customer Operations Postpaid 0-3 months and Prepaid Verifications.

Job Profile

Ø Managing Verification Operations for Airtel HPHP.

Ø New Customer (0-3) months Telecalling, Churn & Bad Debts.

Ø Managing Postpaid / Prepaid Team to deliver All KPI’s consistently & effectively.

Ø Handled TERM/VTM related Concerns w.r.t to prepaid verifications and NDNC (national do not call list).

• Increased employee retention rates through development and implementation of effective career progression paths for staff members.
• Maximized revenue potential through diligent market analysis and identification of growth opportunities in emerging markets.
• Reduced personnel costs by restructuring the management hierarchy to eliminate redundancies and promote cross-functional collaboration.
• Enhanced customer satisfaction ratings through implementation of targeted programs aimed at addressing specific areas of concern identified via research and surveys.

Ø Looked after Inbound Call Centre Operations For HNI Subscribers (High Net Paying Individuals) with High ARPU and AON for Airtel Punjab

Ø Handling Outsource Call Centres as Client

Key Achievements

Ø Helped in Circle Sigma Score improvement from 2.78 to 3.88…highest in the northern HUB.

Ø Handled Outsource Call Centres for Bharti Airtel Limited.Looking After Welcome Visit, Welcome Call, First Bill Call, Second Bill Call and Proactive Health Check Call Processes.

Ø Migrated two allied processes (Increasing Call Backs, Migration to Prepaid) and managed them for a specified period of time.

Ø Completed Two Yellow Belt project on Increasing customer Satisfaction & Automation of Agent Productivity Reports

Ø Member in green belt project on Reducing Customer Service Calls

Job Profile:

Ø Co-ordinate, assign and review the work of agents engaged in the following duties: providing information and customer service; and serving platinum customers.

Ø Examine and verify accuracy of work and authorize routine audits.

Ø Establish work schedules and procedures and co-ordinate activities with other work units or departments

Ø Resolve work-related problems and prepare and submit progress and other reports

Ø Identify training needs and train agents in job duties and company policies

Ø Ensure smooth operation of computer systems, software’s and equipment and raise alarms for maintenance and repair work.

Ø Handling Outsource Call Centres

Ø Responsible for meeting Critical to Quality (CTQ) performance as per their assigned targets and also to revalidate CTQs for other processes.

Ø Being part of CSMM (customer satisfaction measurement metrics) deployment for Action planning and implementation for every quarter.

Ø Drive Performance Metric’s Ensure that the team targets of Customer Satisfaction, Customer resolution, Average Handle Time are aligned to the Business goals.

Ø MIS Planning & Reporting – Planning for Call Centre In terms of Rostering, MIS Planning and Daily Reports. Handling Various Call Centre Reports and Dashboards.

Ø Customer Management Understanding the expectations of the Management and driving the team to achieve the same. Ensuring First Call resolution across call centre.

Ø Launching Retention Schemes and Offers for High Net Paying Individuals.

Ø Achieving Service level /Compliance as per KPI’s.

Ø Reviewing team wise agent scorecards.

• Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
• Played a pivotal role in successful product launches by effectively communicating features and benefits to potential clients.
• Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
• Drove process improvements aimed at increasing operational efficiency and reducing wait times for customers.

Job Profile

Ø Voluntary and Involuntary suspension of accounts.

Ø Handled the Process of post-paid to Prepaid Conversion’s.

Ø Churn MIS & Reporting.

Ø Supervising Permanent Disconnection of Account’s and Effective Utilization of Retention Enabler’s.

Ø Controlled Churn by Providing Optimum Solution to Customer’s.