Sugandha Chandok
Deputy Manager-Retention
NEW DELHI
Summary
Looking for a challenging position in a company where I can create a positive work environment through effective mentoring and coaching. Talented in leadership, staff development & training.
Overview
12
12
years of professional experience
8
8
years of post-secondary education
Work History
Deputy Manager
Shyam Spectra Pvt.Ltd.
10.2022 - Current
- Own all aspects of FTTH, SMB, Enterprise retention- Proactive & Reactive.
- Minimize churn across all segment(B2B & B2C) as per targets.
- Predictive churn analysis and developing strategies to counter churn reasons effecting churn.
- Increase revenue across base through proactive/reactive upgrades.
- Take ownership of existing base farming & generating cross sell & upsell opportunities.
- Drive team of relationship managers for maximizing retention and proactive engagement activities.
- Driving lifecycle management activities for B2C & B2B including managed services.
- To present monthly progress & focused areas.
Assistant Manager
Shyam Spectra Pvt. Ltd.
12.2020 - 09.2022
- Leading the overall Churn Management for Broadband & FTTH Customers (Count Churn, Value Churn, Churn % to the base)
- To keep constant view on Voluntary & In-voluntary retention % achieved by the Retention & Collection team.
- Training & Development session for team members
- Auditing the calls of front-line(L1)agents along with L2 (Retention & Collection team) to improve customer experience
- Process Adherence compliance check
- Escalation Handling from Contact Center, Back Office, U&G Team, Sales, TRAI wherever the threat for churn is observed.
Senior Executive
Shyam Spectra Pvt. Ltd.
04.2019 - 11.2020
- Focus on maximum collection to reduce value churn.
- Handling Safe Custody Process for Broadband & FTTH Customers
- Reactivation Campaign to win back client
- To ensure proper VOC is captured and to highlight Management to provide best services as per market offering
- Auditing CPE recovery process before Refund is processed
- Establish Cross Functional coordination to achieve goals.
Executive
Shyam Spectra Pvt. Ltd.
11.2015 - 03.2019
- To retain maximum customers via call or Email to achieve Retention Target
- Back-office work like Plan Change, Ownership Transfer, Shifting, GST update
- Proactive Retention through different triggers- ARP, Usage Dip, repeat tech or Non-tech complaints.
- To close loop Service request received at Contact Center in CRM.
Customer Relationship Officer (AIRTEL)
Airtel
12.2013 - 10.2015
- Responsible for Postpaid/prepaid/Dongle/landline sales along with upgrades.
- Handling service queries through direct dealing with client at retail stores. Intermediate b/w backend & client.
Data Analyst
Royal Clean Services
06.2012 - 11.2013
- Maintaining database of client and to take their feedback via call/email.
- Approaching customer base for future queries and assigning them in field team.
Education
MBA / Marketing (DE) - Marketing
Sikkim Manipal University
New Delhi 03.2015 - 04.2017
BTECH(H) / ECE - Electronics And Communications
Lovely Profession University
Jalandhar, India 08.2008 - 04.2012
INTERMEDIATE -
Maharishi Vidhya Mandir School
Uttarkashi, India 04.2007 - 03.2008
High School Diploma -
Maharishi Vidhya Mandir School
Uttarkashi, India 04.2005 - 03.2006
Skills
Team Management
Problem Solving
Adaptability
Handling Pressure
Leadership
Process Making & Execution
Strategic Planning
Process Making & Execution
Language
English & Hindi
Personal Information
- Husband's Name: Arun Sethi
- Nationality: Indian
- Marital Status: Married
Timeline
Deputy Manager
Shyam Spectra Pvt.Ltd.
10.2022 - Current
Assistant Manager
Shyam Spectra Pvt. Ltd.
12.2020 - 09.2022
Senior Executive
Shyam Spectra Pvt. Ltd.
04.2019 - 11.2020
Executive
Shyam Spectra Pvt. Ltd.
11.2015 - 03.2019
MBA / Marketing (DE) - Marketing
Sikkim Manipal University
03.2015 - 04.2017
Customer Relationship Officer (AIRTEL)
Airtel
12.2013 - 10.2015
Data Analyst
Royal Clean Services
06.2012 - 11.2013
BTECH(H) / ECE - Electronics And Communications
Lovely Profession University
08.2008 - 04.2012
INTERMEDIATE -
Maharishi Vidhya Mandir School
04.2007 - 03.2008
High School Diploma -
Maharishi Vidhya Mandir School
04.2005 - 03.2006