Saurav Raj Pandey
Sales and Service operations
Gurgaon
Summary
15+ years of experience in Sales and Service operations | Ex-Airtel, Vodafone, Field Operations, Customer Retentions, Tele-Sales and Strategy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
16
16
years of professional experience
Work History
Online Acquisition Head
OrientBell Tiles
2024.02 - Current
Customer Acquisition - Policybazaar
Outbound Operations Head – Edtech Startup
Myclassroom (JEE, NEET & Foundation)
- Part of the co-founding team in an edtech startup. Scale up the business to 100 Cr.
- New Acquisition: Online acquisition through digital campaign leads & contact centers
- Operationally design and develop offline sale process for 39 centers, Pan India.
National Retention Head
Bharti Airtel
2016.08 - 2022.02
- Customer Retention Strategy, Outbound Operations, and Online Acquisition & Upselling.
- Customer Lifecycle Management- Base Management of 18 Mn Customers
- Close coordination with Marketing and Finance - sharing regular inputs and recommendations to EC members and CEO, based on analytical inputs and through the voice of customers.
- Managing 15+ Contact center with more than 1500 FTEs
- Partner Management: Cost Control-Performance Management-Operations & Productivity drive
- E2PA: Identification of process improvement opportunities and analysis to improve the underperforming processes.
Sr Manager, Field Service Head-Northeast
Bharti Telemedia Ltd
2019.10 - 2020.12
- Field Service & Operations Head-Northeast (Assam, Meghalaya, Nagaland, Manipur, Tripura). Managing Customer base of 1.3Mn with yearly revenue of 400 cr for Airtel Digital TV. Managing Customer Lifecycle - From Onboarding, Revenue Management, Churn.
- Accountable for managing the Field Service experience - Installation Experience/SLA-Complaint management.
- Managing 14 Territory Managers and 74 Field Partners.
Manager, Field Service Head-Gujarat
Bharti Telemedia Ltd
2018.10 - 2019.09
- Field Service & Operations Head-Gujarat
Portfolio Manager | West India | Pune
Bharti Telemedia Ltd
2016.08 - 2018.09
- Customer Retention & Strategy Manager-WEST Strategic Management and operational oversight of customer Portfolio to ensure customer Retentions within AOP
- Proactive Monitoring of Territory specific Issues and assisting the State Heads with strategic Plans and Ideas
- Managing a team of 200+ outsourced tele-callers & field executives.
Call Center Manager
Aircel Ltd.
2011.03 - 2016.08
- Accountable for forecasting volumes of calls and manpower requirements, as well as the entire Inbound and Outbound call center operations.
- Managing 3 Contact Centers with a headcount of 500+ Executives.
- Managing MNP and Retention Process outcalling for all Mobile Subscribers.
Sr. Executive, Customer Service, Quality & Training
Vodafone Essar Spacetel Ltd.
2008.06 - 2011.03
- Implementation of National Quality processes across all touch points e.g
- CC, Stores, Back office, Outbound etc
- Identification of process improvement opportunities and Projects to improve the underperforming processes.
Education
MBA -
Symbiosis`
Pune 2001.04 -
Bachelor of Science -
Delhi University
Delhi 2001.04 -
Skills
Online acquisition
Customer Retention
Field Operations
Contact Center Management
Accomplishments
- Instrumental in enhancing the Outbound Productivity by more than 20% keeping COST in Control. Implementation of New working ways : Bringing digital & Product intervention to enhance the Customer Retention & Journey correction for enhancing Customer experience.
- Instrumental in launching the connected boxes in Northeast States. Revenue Growth : 200% Growth in Long duration Recharge Pack. Best Circle Q2’21-In Terms of Field Service Experience & Serve to Sell.
- Instrumental in penetration of Long Duration Pack to 50% of the customer base. Highest among India. Increase in Revenue by 20%. Best Circle Q1’19-In Terms of Field Service Experience & Long Duration Pack Penetration across 31 Airtel Digital TV Circles.
- Instrumental in Churn Reduction below 1% in Fy-17-18. Successfully executed campaigns to sell long duration packs across demographics, driving Sales & Subscription at distributor and Last mile. Increase in ARP Uptake by 20% Pan India.
- Successfully generated 32 Mn revenue by upselling from Call Center in 2015. Holds the distinction of seamlessly delivering the Tele-Verification process for 3 Circles [RJ / PB / HP]. Played a vital role in managing Circle MNP retention initiative with 80% retention for 2015, retaining 0.7 Mn customers. Contact center at Pan India no.1 for first quarter-2014 & Pan India No.2 for First Quarter-2015 in terms of PAN India Championship.
Brief Profile
Sales and Service Operations | Ex-Airtel, Policy Bazaar, Vodafone. Customer Retention and Base management, Call center Management, Online acquisition, Field Operations, Tele-Sales and Strategy.
Timeline
Online Acquisition Head
OrientBell Tiles
2024.02 - Current
Sr Manager, Field Service Head-Northeast
Bharti Telemedia Ltd
2019.10 - 2020.12
Manager, Field Service Head-Gujarat
Bharti Telemedia Ltd
2018.10 - 2019.09
National Retention Head
Bharti Airtel
2016.08 - 2022.02
Portfolio Manager | West India | Pune
Bharti Telemedia Ltd
2016.08 - 2018.09
Call Center Manager
Aircel Ltd.
2011.03 - 2016.08
Sr. Executive, Customer Service, Quality & Training
Vodafone Essar Spacetel Ltd.
2008.06 - 2011.03
MBA -
Symbiosis`
2001.04 -
Bachelor of Science -
Delhi University
2001.04 -
Customer Acquisition - Policybazaar
Outbound Operations Head – Edtech Startup
Myclassroom (JEE, NEET & Foundation)