Shobhna Walia

• To drive Customer Engagement for Mid Market Segment. Managing operational aspect and driving business.
• Meeting collection and retention benchmark for vertical. Collection% improved from 64% to 95% and there was significant reduction in churn% from 5% to less than 3%.
• Identifying opportunities to drive incremental revenue from existing customers. Through consistent client engagement revenue from existing client base was increased from 73Lac to 90 Lac.
• Part of cross functional team meets to identify improvement areas for overall customer satisfaction.

Customer Communication and Retention: – July’11 to Oct’17

Voluntary Retention -

• Churn management of postpaid base.
• Daily tracking and maintenance of actual churn base.
• Coordination with Cross Functional Teams for improvement in product and processes to control churn.

Customer Communication

• Creation of campaign calendar along with product teams
• Timely execution of campaigns.
• Improve campaign effectiveness by executing campaigns using most effective channel.
• Tracking, Reporting and publishing of campaign performance.
• Organising Service Camps and conducting Loyalty Program for customer base.

Key Achievements:

• Significant improvement in retention % due to various customer engagement activities and stringent tracking of churn base.
• Initiated new mode of communication- Welcome letter, Recharge Reminder, Web Recharge Penetration, Doorstep Recharge, complete e-mail campaign designed for Collection Vertical.

Complaint Management:- Aug’09 to June’11

• Setting targets for SLA (Service Level Agreement), CAR (Customer Satisfaction Report) and Repeat Complaints.
• Handling Customer Grievance received from President Office, Chief CSD, COO, TRAI, Legal, NCH and Grievance Cell.
• Supervising Nodal & Appellate Desk.
• Handled outbound unit at Contact Center for various retention & complaint management activities.

Key Achievements:

• Introduced processes and procedures which lead to significant improvement in SLA and enhanced customer satisfaction. SLA% improved from 68% to 85% and CSAT from 55% to 80%.
• Projects Participation :- Minimize Port-Out and Maximize Port-In - Involved in various activities of project like information gathering, analysing information gathered and documenting business requirement.
  IT Alliance: FOC data card delivery on purchase of laptop/desktop. End - end project monitoring from documentation collection, address verification, data card delivery and number activation.

Escalation Management for CDMA & GSM services:

• To ensure closure of complaints received from chairman’s office, TRAI, DOT, legal cases, Appellate Desk, Nodal Desk.
• Coordination with Retail Stores (Hotspot, Go Mobile, Mobile Store, Future Axiom, Vishal Retail) for resolving customer’s concerns
• Conducting training to ensure proper education on all touch points on product/processes.
• Conducting regular audits/mock testing of touch points. Coordinated and handled field escalation desk, single touch point for front-end to escalate their issues and facilitated resolution of related issue.