SREENIVAS DUSI

Enterprise Customer Life Cycle Manager | Tamil Nadu

Owned end-to-end customer lifecycle for enterprise clients, ensuring revenue growth, retention, and compliance while enhancing service delivery.

Key Responsibilities & Achievements:

Revenue Optimization: Managed billing vs. collections, ensuring healthy cash flow while driving revenue through farming sales, cross-selling, and upselling multi-product solutions (ILL, MPLS, SIP, Broadband).

Customer Retention: Strengthened loyalty by resolving enterprise complaints for wireline products, improving service turnaround time, and ensuring SLA adherence.

Service Excellence: Led service support initiatives, streamlining processes to enhance customer experience and reduce churn.

Regulatory Compliance: Ensured 100% adherence to telecom regulations, avoiding penalties and maintaining operational integrity.

Multi-Product Growth: Increased wallet share by penetrating new telecom products into existing accounts, maximizing account value.
Owned end-to-end customer lifecycle for enterprise clients, ensuring revenue growth, retention, and compliance while enhancing service delivery.

Customer Life Cycle Management Lead – Telangana (Enterprise Segment)

Responsible for end-to-end Enterprise Customer Life Cycle Management across Telangana, ensuring optimal service delivery, revenue growth, and customer retention.

Key Responsibilities:

Managed Enterprise Billing vs. Collections, driving timely revenue realization.

Generated new revenue through farming sales, cross-sell/upsell strategies, and multi-product penetration.

Oversaw complaint management for wireline products, including ILL, MPLS, SIP, and Broadband, ensuring swift resolution and customer satisfaction.

Delivered robust service support to maintain high standards of enterprise customer engagement.

Ensured regulatory compliance across all operational and service processes.

Drove customer retention through proactive account management and service excellence.

• Enterprise Sales Leader | AP & Telangana (Hunting & Farming Sales)
  Accountable for driving revenue growth through new client acquisition (hunting) and existing account expansion (farming) in the enterprise sector.
  
  Key Achievements & Responsibilities:
  
  Market Expansion: Spearheaded infrastructure growth by onboarding new Channel Partners, DSA’s, and DST teams, expanding market reach.
  
  Revenue Growth: Boosted sales through multi-product penetration, cross-selling, and upselling telecom solutions (PRI/SIP, MPLS, Cloud Telephony, etc.).
  
  Hunting Sales: Acquired new enterprise clients and MNP (Mobile Number Portability) accounts, securing untapped revenue streams.
  
  Farming Sales: Maximized existing account potential through strategic relationship management, ensuring repeat business & high retention.
  
  Stakeholder Engagement: Built long-term partnerships with enterprise clients, channel partners, and internal teams to align sales strategies with business goals.

Corporate Customer Relationship & Lifecycle Manager

Led end-to-end lifecycle management for corporate clients, ensuring high satisfaction, retention, and revenue optimization through strategic account handling and operational excellence.

Key Responsibilities:

Managed the entire customer lifecycle, from onboarding to ongoing support, Billing, Collections, and retention for corporate accounts.

National Retail Operations Manager – Reliance Web World & Web World Express Stores (PAN India)

Led the nationwide operations of Reliance retail outlets, overseeing customer service, sales performance, and profitability across Reliance Web World and Web World Express stores.

Corporate Customer Lifecycle Manager – Enterprise, Medium & Small Business Segments

Accountable for end-to-end Corporate Customer Life Cycle Management across all lines of business, covering Enterprise, Medium, and Small Corporate clients.

Customer Service Head – Retail Business, Karnataka

Led customer lifecycle management for the postpaid and prepaid retail customer base across Karnataka, ensuring service excellence and business growth through strategic customer engagement.

Key Responsibilities:

Managed end-to-end retail customer lifecycle for both postpaid and prepaid segments.

Directed call center operations, ensuring high-quality customer interactions and performance KPIs.

Oversaw complaint management, driving resolution efficiency and customer satisfaction.

Tackled prepaid decay and churn through targeted retention initiatives and customer behavior analysis.

Drove cross-sell and upsell strategies, enhancing ARPU and customer value.

Led customer lifecycle management for the postpaid and prepaid retail customer base across the respective zones

• Zonal CSD Head - Tirupati Zone

Call Center Operations Manager – Inbound & Outbound (Mumbai-based, PAN India Scope)

Managed inbound and outbound call center operations, with a key focus on service quality, efficiency, and workforce planning for regional and national operations.

Key Responsibilities:

Oversaw inbound call center operations for the Southern region, ensuring service KPIs and customer satisfaction metrics were consistently met.

Managed outbound call center operations, driving customer engagement, telemarketing campaigns, and lead generation.

Led workforce management for PAN India call center staffing, including forecasting, scheduling, and resource optimization to support peak and off-peak demands.

• Computer Faculty for C,C++,Data Structures, Java, Visual Basic and other computer Packages.