Saurabh Verma
New Delhi
Summary
With over 20 years of progressive experience, excelling in Customer Experience & Lifecycle Management, Project Management, and Collections Management. Expertise in managing Telecom/IT delivery, transformation, managed services projects, and consulting with domain knowledge in Telecom. Dedicated to staying current with newer technologies and approaches, focusing on digital customer, workforce, and systems to drive success in today's dynamic business landscape.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Regional Service Head, National Strategic Accounts
Vodafone Idea
06.2022 - Current
- Define and execute strategic initiatives for service & collections keeping customer experience at core
- Collaborate with Business on Go to Market strategies.
- Revenue enhancement through service led upsell/ cross-sell measures & campaigns
- Customer retention and value management
- Coach and Mentor to bring changes in service delivery depending on market realities and demands
General Manager-Global Service Management
Vodafone Idea Limited
08.2016 - 06.2022
- Providing sustenance program to customers globally to maintain a multi-level contact strategy within the account on both sell-to and sell-through deals; and ensure that appropriate strategic contacts are identified within the Channels; ensuring that clear & effective channels of communication are defined and understood; ensuring that the Customer receives the best service experience throughout the life-cycle
- Govern critical activities i.e. Business Review, Operational Reviews, Revenue Margin Maximization, Upsell / Cross sell, Service Enhancement Programs, Network Optimization etc.
Regional Head -Technical Service Management
Vodafone Idea Limited
04.2014 - 07.2016
- Lead team of Service Managers to deliver high touch customer experience management for Delhi-NCR Headquartered accounts.
- Day to day leadership of the service capability aligned to nominated accounts and working collaboratively with account teams to own service relationship.
- Lead continuous service improvement by ensuring development and implementation of Service Development and / or Improvement Plans in collaboration with Customers and our operating Companies, Partners and Affiliates.
- Drive retention and growth of region.
Customer Service Manager
Cable & Wireless Worldwide (Now Vodafone Business Services)
11.2011 - 04.2014
- Proactively measure & monitor key service performance and run monthly & quarterly governance with customer.
- Monitor for service deterioration and early warning indicators and proactively formulating service quality maintenance and recovery plans, by involving key operational focal points.
Performance Management / Service Assurance Engineer
Reliance Infocomm Ltd
10.2004 - 08.2005
- Providing Weekly Performance Reports for Top 10 customers of Delhi
- Organizing Network Maintenance Activities
- Support Retention
Education
Graduate of Engineering (B. Tech) - Electronics
Haryana Engineering College
07.2004
XIIth CBSE - undefined
Salwan Public School
06.2000
Xth CBSEh - undefined
Salwan Public School
03.1998
Skills
- Customer satisfaction enhancement
- CSAT and NPS evaluation
- Team leadership
- Digital Transformation
- Professional networking
- SLA compliance management
- Customer retention strategies
- Operational efficiency management
- Maximizing revenue potential
- Self-motivated and Goal Oriented
- Proficient team leadership
- Delegation Management to gain faster results
Certification
- ITIL Service Operations AXELOS
- ITIL 2011 AXELOS
- Six-Sigma (Green Belt) APMG
LANGUAGES
English
Hindi
Punjabi
Awards
- Excellence Winner for Q1 FY24-25, Vodafone Idea Limited
- CXX Hero’s Award for Q2 FY19-20, Vodafone Idea Limited
- Best Service Manager in Year 2012-13, Cable & Wireless Worldwide
- Best Customer Support Team for FY 2012-13 and 2013-14, Cable & Wireless Worldwide
Timeline
Regional Service Head, National Strategic Accounts
Vodafone Idea
06.2022 - Current
General Manager-Global Service Management
Vodafone Idea Limited
08.2016 - 06.2022
Regional Head -Technical Service Management
Vodafone Idea Limited
04.2014 - 07.2016
Customer Service Manager
Cable & Wireless Worldwide (Now Vodafone Business Services)
11.2011 - 04.2014
Performance Management / Service Assurance Engineer
Reliance Infocomm Ltd
10.2004 - 08.2005
XIIth CBSE - undefined
Salwan Public School
Xth CBSEh - undefined
Salwan Public School
Graduate of Engineering (B. Tech) - Electronics
Haryana Engineering College
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