Souvik Dasgupta

• Ensured a seamless customer onboarding experience across all customer segments in the Karnataka region
• Designed, launched, and operationalized end-to-end onboarding processes for Individual, Enterprise, HNI customers, and partners
• Owned customer onboarding satisfaction metrics and indicators, ensuring continuous improvement
• Led platform implementation and sign-offs, ensuring successful delivery of features and platforms
• Optimized the utilization of deployed products, driving cost reduction and revenue growth for the organization
• Enhanced customer experience through industry trend analysis, customer feedback, and technological advancements
• Assessed launch readiness and provided detailed management reports
• Led manpower training, hiring, and development initiatives to ensure operational excellence
• Maintained quality standards and ensured strict regulatory compliance across operations

• Identified and recommended opportunities for continuous improvement aligned with customers
• Led the end-to-end customer onboarding process, ensuring seamless integration and customer experience
• Managed KYC (Know Your Customer) processes, ensuring compliance with regulatory requirements and seamless verification
• Directed the Call Centre operations, ensuring efficient customer support and high satisfaction levels
• Oversaw customer complaints and grievance handling, ensuring prompt resolution and maintaining customer trust
• Streamlined processes across the customer journey to enhance operational efficiency and reduce turnaround time

• Collaborated with cross-functional teams to improve customer service standards and support overall business goals
• Led 3 key verticals: Service Operations, Regulatory & Compliance, and Contact Centre, driving global customer experience initiatives
• Managed the customer activation process, ensuring smooth transitions from acquisition to service delivery
• Monitored and ensured compliance with regulatory documentation and processes, adhering to industry standards
• Implemented recharge enhancement strategies to improve customer satisfaction and retention
• Coordinated effectively with distributors and retailers to optimize operational efficiency and product availability
• Managed attrition rates by developing retention strategies and fostering employee engagement
• Measured and tracked sales performance to drive targets and optimize growth
• Oversaw business payout management to ensure timely and accurate financial settlements
• Directed end-to-end customer complaint resolution, ensuring quick responses and effective solutions
• Managed contact centre performance, ensuring high-quality customer interactions and operational efficiency
• Led stock management processes, ensuring adequate inventory and timely product availability
• Coordinated with international operators to optimize cross-border customer experience and service delivery.
• Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
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As the Head of Zonal Service Operations led 3 Verticals including: Service Operations |Audit & Compliance.| Training & Development

Head of Zonal Service Operations for East-1:

Analyzed operational data to identify trends and implement strategic improvements major focus on:-EKYC Wallet Implementation.| Domestic Money Remittance Enhancement | Distributor & Retailer Coordination | Attrition Management | Sales Performance measurement | Business Payout Management | End to End Customer Complaints Resolution

Prepaid Head (Service Delivery)

In capacity of the Prepaid Head, sub-verticals led: Usage and Retention | Channel Development| Store Operations | Service Provisioning Warehouse and TERM

EKYC Process Implementation (Assam & North East) | New Store Rollouts |Prepaid Subscribers' Lifecycle Management.| Customer Acquisition | Revenue Leakage prevention | Conversion Maximization | Prepaid Subscribers Quality Assurance | Data Penetration | Agency Management

Leading a team to ensure operational processes and procedures are followed efficiently and effectively.

In-charge Channel Support & New Activations:

Activation Hubs Operations | Programs (Motivational + Channel Engagement) | TERM Risk & Compliance |Customer satisfaction.| Process Optimization | Agency Payout Management |Business Partnerships.

In-charge Regulatory and Term compliance:

Team Mentorship (Service Provision) | Inventory Control (Prepaid Sim Cards) | Mobile number Portability monitoring (Kolkata & West Bengal) | ISO Certification (Documentation Warehouse) | CAF Retrieval & Submission | Calibration with Telecom Regulatory Authority of India

Assessed company operations for compliance with TERM guidelines.

• Enhanced customer usage by converting non-users into active users, while offering customized products tailored to meet specific customer needs
• Set up document verification centers for East and launched Tele Verification centers across the region
• Planned placement of Aircel on-roll employees at various decentralized locations and managed data entry of CEF at distributor locations

• Established activation centers at decentralized locations within the circle to facilitate mobile connection activations by Aircel on-roll employees
• Recognized for exceptional performance in Q1-2011, Q2-2011, Q3-2011, and H1-2011 with the Excellence Award
• Completed training on billing system operations by Sitronics Telecom Solutions, Czech Republic
• Certified by the National Service Delivery Head in Q1-2011 for achieving CSD target accomplishments
• Managed UAT and business simulations for new applications, including Telecompass Prepaid Billing System and Foris Postpaid System
• Prepared CRM Matrix and conducted call testing for national and international operators
• Led the Number Management process for Kolkata and ROWB, overseeing the order entry team and providing MIS support
• Managed audit verification agencies and tested CRM configuration changes through Billing System and IN
• Drove performance improvement through people and continuous strategies, including Rewards & Recognition programs

• Ensured 100% collection of equipment from customer premises post-termination and completed a Yellow Belt project focused on equipment recovery (CPE)
• Achieved the No
• 1 position across India for equipment recovery, surpassing AOP targets by 35%
• Managed the Pack Management team for the Eastern Region (Kolkata, Bhubaneswar, Guwahati, Patna, Dehradun, Lucknow, Kanpur)
• Achieved 95% adherence to monthly targets and led CAF management, coordinating internal CAF audits

• Participated in a Green Belt project focused on reducing new customer churn, billing costs, and collection costs (Tata Communications)
• Completed Yellow Belt certification for error-free provisioning within 6 months and received two awards from the CEO for outstanding performance
• Ensured 100% pre-bill checks before bill runs and successfully completed NMS processes, including generation, tagging, issuance, and recycling
• Led a project that covered all types of service provisioning testing, including post-paid product testing through the Billing System (ARBOR KENAN), NMS, and 200 URL and call testing with various national and international operators

• Awarded for ensuring customer satisfaction and seamless number management processes in the circle during Q1 2006-2007
• Played a key role in automating various processes to enhance operational efficiency and optimize critical workflows

• Ensured strict process adherence across all provisioning stages, from pre- to post-conversion, including validation of rate plan changes