Supriya Singh
Customer Life Cycle Manager
Summary
Dynamic and results-oriented Telecom Customer Life Cycle Manager with over 19+ years of experience in managing customer life cycle, retention, and engagement strategies. Proven track record in driving customer satisfaction, reducing churn rates, and enhancing overall customer experience through data-driven insights and cross-functional collaboration.
Overview
19
19
years of professional experience
Work History
Assistant General Manager
Vodafone Idea Limited
01.2016 - Current
- Developed and executed comprehensive strategies for customer onboarding, resulting in a [X]% increase in new subscribers within [specific time frame]. Also led initiatives to enhance the customer onboarding process, resulting in a [X]% increase in customer satisfaction scores.
- Collaborated with cross-functional teams to streamline processes, improving operational efficiency and customer experience.
- Increase in VIL's revenue wallet share by upselling customized mobility business solution products like Toll Free, iGVN (Virtual Number), PRIs, and other bouquet of VAS solutions.
- Operations/Process Management - Monitoring overall functioning of processes, identifying improvement areas, and implementing adequate measures to maximize customer satisfaction level.
- Conducted data analysis to identify churn risks and implemented targeted retention campaigns, reducing churn by [X] percent.
- Partnered with marketing to launch targeted campaigns based on customer behavior and preferences.
Assistant Manager - CWG
Reliance Communications Ltd
05.2012 - 01.2016
- Field Service engagement with the key influencers and decision-makers to ensure account retention.
- Engaged in pre-sales activity by cross-selling and upselling mobility products (TFS, ITFS, PRIs, etc.) to corporate clients to increase account revenue wallet share, complimented by timely collection from accounts.
- Corporate Billing Reconciliation & Dispute Resolution for timely payment collection.
Training Specialist
Next India Pvt Ltd
04.2010 - 03.2012
- Planning monthly training calendars for new hires, refresher training, on-the-job training, and conducting audits for the retail and sales executives.
- Developing training manuals based on the content.
- Recruitment of new Retail Executives.
Training Specialist
Aegis BPO
06.2009 - 02.2010
- Hiring and conducting new hire and refresher training of Call Center executives.
- Call monitoring, coaching, and feedback for agents and Team Leaders on Soft Skills.
- Calibration of calls with Quality, Operations, and the client.
Team Leader
Intouch Solutions Pvt Ltd
05.2005 - 05.2009
- Lead a team of 8 Quality auditors. Managed and delivered the process quality and productivity goals.
- Interviewing and Hiring New QA's.
- Training and Coaching New Trainers and New Hires on Customer Service and Soft Skills.
- Developing effective training modules on soft skills. Design instructional workbook material.
Education
PGDBM - Business Management
Symbiosis University
Pune 04.2001 -
Skills
- Business development
- Strong Presentation skills
- Strategic Planning
- Regulatory Compliance
- Financial Management
- Operational improvement
Timeline
Assistant General Manager
Vodafone Idea Limited
01.2016 - Current
Assistant Manager - CWG
Reliance Communications Ltd
05.2012 - 01.2016
Training Specialist
Next India Pvt Ltd
04.2010 - 03.2012
Training Specialist
Aegis BPO
06.2009 - 02.2010
Team Leader
Intouch Solutions Pvt Ltd
05.2005 - 05.2009
PGDBM - Business Management
Symbiosis University
04.2001 -
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