Vandana Bhatt
Zirakpur
Summary
Career Objective | Aspiring Senior-Level Role – Service Operations
A result-oriented professional aspiring for senior-level positions in Service Operations, with a strong track record of building businesses, leading cross-functional teams, and driving operational excellence in dynamic, multicultural environments. Proven ability to deliver sustained customer satisfaction, streamline processes, and lead strategic growth initiatives with a focus on quality, efficiency, and innovation.
Overview
21
21
years of professional experience
Work History
Process Manager for Credit Mantri Process
Aerial Telecom Pvt LTD
09.2024 - Current
- Handling Team size of 50.
- Cost and manpower planning.
- Responsible for achieving Sale Target every month assigned by client.
- Generate Cross Sales from existing sales.
- Attrition control.
- Ensuring Quality Score above 80% every month.
- Ensuring timely trainings of new team members.
- Responsible for the overall performance of the center in terms of profitability.
- Ensuring call quality and giving regular feedback to agents.
- Evaluated impact of process change on overall operation and determined return on investment.
- Responded rapidly to market shifts to make changes to corporate processes.
Manager Alternate Channel
Roohki Home Automation
02.2024 - 12.2024
- Interacting with Tricity Architects for new business.
- Regular Visits to TOP Architects to business engagements.
- Taking regular feedbacks from existing clients.
- Conducting team workshops for business developments.
- Actively involved in other promotional activities for business development.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Evaluated hiring, firing, and promotions requests.
Resident Manager
PHD Chamber of Commerce & Industry
05.2023 - 01.2024
- Establish and maintain contacts with different Govt. departments.
- Interacting with Govt. departments for different Industry representations.
- To maximize the participation of Govt. departments (Paid/Free) in PHDCCI events.
- Regular interactions with the industry department, Power departments, MSME, MNRE, Urban Development Authorities, Agriculture and other relevant departments.
- To maximize paid participation of Industry (Member/Non-member) in PHDCCI events.
- Promotion of conferences/ seminars/ workshops for papers/ delegates/sponsors etc.
- Organizing events in collaboration or in association with other organizations and sectorial associations.
- Promoting different training programs at State Level.
- Actively involved in other state exhibitions of PHDCCI by contributing the sponsorship and conference delegates etc.
- Coordinated vendors such as carpet cleaners, tilers, cable suppliers, and satellite and phone service providers.
- Screened and reviewed resident applications by completing credit and criminal background checks and verifying employment and previous rental history.
Astt. Manager for TATA Enterprise Process
Fusion BPO Services
12.2020 - 01.2023
- Company Overview: CSPL is an outsource call center of TATA (TATA Teleservices Pvt. Ltd.), Airtel, Reliance and Videocon and has its inbound and outbound call center at Chandigarh center.
- Responsible for handling 25cr base.
- Handling Team size of 50 (40 FT count + 10 Backend team).
- Cost and manpower planning.
- Recruitment and manpower allocation.
- Resource utilization.
- Attrition control.
- Revision of the contract according to the deliverables defined.
- Responsible for Collections & Operations process of upper north for TATA TELESERVICES PVT LTD.
- Responsible for achieving monthly Collection Target assigned by Client.
- Responsible for ensuring posting of customer Payments / TDS.
- Setting payment collection goals and targets for the team.
- Daily MIS and preparing daily customer feedback reports for the client.
- Ensuring timely trainings of new team members.
- Ensuring call quality and giving regular feedback to agents.
- Ensuring deep analysis of non-payers and preparing reports for the client.
- Due date collection should be 60%.
- Bad debt flow should be
- RTBD (Risk to Bad Debt) should be.
- Month end targets to be achieved as directed and guided by clients.
- Net Billing should be >=100%.
- Maintaining Salary to Revenue%.
- Attrition control.
- Generating daily and monthly reports and making presentations.
- Responsible for the overall performance of the center in terms of profitability.
- Achievement all the KPI's set by the client and regulars con-calls with the client to discuss the issues.
- Maintaining records as per the SOP's designed by TATA to avoid any non-compliance issue.
- YTD target to be achievement should be >100%.
- CSPL is an outsource call center of TATA (TATA Teleservices Pvt. Ltd.), Airtel, Reliance and Videocon and has its inbound and outbound call center at Chandigarh center.
- Accomplished multiple tasks within established timeframes.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
Team Manager (TRI CITY)
QFS Consultancy Pvt Ltd
11.2017 - 01.2020
- Responsible for taking care of Tri City Enterprise Collections.
- Handled team size of 25 (15 FT Count +10 Field team for 60 + Bucket).
- Responsible for achieving Collection Target for Airtel Post-paid Products assigned by Corporate Team every month.
- Generate Cross Sales from existing sales.
- Keeping a track of daily activities like Team Management Collection Targets and Customer Service Requests.
- Daily MIS as per the activities scheduled.
- Coordination with various departments & Business Heads to ensure smooth Operations.
- Led employee relations through effective communication, coaching, training, and development.
- Evaluated employee performance and coached team members, increasing quality of work and employee motivation.
Store Manager CRS
Idea Cellular Ltd
11.2014 - 01.2017
- Responsible for maintaining showroom ambience and admin related activities as per the showroom Norms and compliance.
- Responsible for achieving Sale Target (Post-paid/Prepaid) assigned by Corporate Team every month.
- Reviewing ROI of the Showroom on monthly basis and ensuring ROI should be in Positive and Showroom will achieve his given target for Revenue and Profitability.
- Root cause analysis for customer churn and developing the retention strategies for the same.
- Coordinating with Corporate and Circle team for Daily and monthly MIS and providing feedback to Circle about the Showroom Concerns, churn reason and customer concerns.
- Responsible for Immediate dissemination & briefing & Training of ALL NEW launches (Tariff plans / Handsets / Products / Processes to CRS Team.
- Keeping a track of daily activities like cash management, sales assistance and audit provisioning.
- Ensuring TAT for FST is > 85%.
- Daily MIS as per the activities scheduled.
- Organizing Service Camp at showroom to enhance the business.
- Ensuring AWT is within defined timelines.
- Management and coordination with Store Team members.
- Ensuring punctuality and adequate manpower at the showroom at any given time.
- Timely training schedules for the staff members.
- Regular updation on products and processes to the staff.
- Got highest Mystery Audit scores 92% Pan Punjab for CRS 35 in wave 2 April 2016.
- Was awarded for best Zone across Punjab for achieving month targets.
- Was awarded with Excellence award for reducing churn %.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
Sr. Executive My Idea Coordinator for Retail Outlets
Idea Cellular Ltd
04.2008 - 01.2014
- Responsible for taking care of Tri City Enterprise Collections.
- Handled team size of 25 (15 FT Count +10 Field team for 60 + Bucket).
- Responsible for achieving Collection Target for Airtel Post-paid Products assigned by Corporate Team every month.
- Generate Cross Sales from existing sales.
- Keeping a track of daily activities like Team Management Collection Targets and Customer Service Requests.
- Daily MIS as per the activities scheduled.
- Coordination with various departments & Business Heads to ensure smooth Operations.
- Handling Retails operations for Service Centers of Ideas of Mohali, Chandigarh, Panchkula, Derabassi.
- Responsible for development of new service centers as per the guidelines of company.
- Handling Team Front/Back End Executives and Filed staff.
- Managing customer services through service centers spread across the Zone.
- CAF Compliance & Improvement through process adherence.
- Ensured the overall achievement of >92% collection in 0-60 Bucket for the allocated base.
- Controlled Voluntary and Involuntary churn cases and driving retention activity by continuous monitoring.
- Closely worked on Process and compliance for best of the services to customers.
- Responsible for timely settlement of claims and other issue of franchisees.
- Keeping ROI positive of My Ideas.
- Maintaining audit scores.
- Responsible to maintain QRC >95% call wrap up & probing in CRM.
- Ensure service centers should maintain adequate stock of inventory items as per the requirements.
- Timely recruitment & training of the staff of service centers.
- Maintain Mystery Scores >80%.
- Controlled on Attrition ratio also.
- Responsible for service centers audit, ICF, VAS scores up to desired level.
- Proactively seeking process improvement and innovation to enhance quality, productivity and service level.
- Planning and execution of store operations thru monthly reviews with team members.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Customer Care Executive in CRS-35
SPICE Telecom (P) Ltd
07.2006 - 01.2008
- Coordination with Internal Customers (Agents) & Sales Team Managers to solve their queries.
- Handling walk-in and Telephonic prospects and queries.
- Solving customer queries and complaint management.
- Cross check of collected proposal forms.
- Scrutiny of filled forms and documents affixed with.
- Data Entry of forms.
- Follow ups.
- Responsible for Overall Productivity of the Showroom.
- Generate Cross Sales from existing sales.
- Responsible for Sales Targets assigned to the showroom.
- Improving Customer Satisfaction level by providing after sale service.
- Responsible for Customer Retention through decrease in churn rate.
- Providing online services.
- Resolving customer queries.
- Handling cash, credit card payments for online services.
- Maintaining stock for bucks, tokens and flexi's (online recharge amount).
- Preparing Daily Productivity Report (DPR), monthly report and yearly reports for the showroom.
- Took ownership of customers issues to follow problems through to resolution.
Customer care Executive Retail Experience
Tata Tele Services
11.2004 - 01.2006
- Responsible for all the documentation audit for all types of Sales.
- Responsible for all bank reconciliation process.
- Responsible for all deposit / Refunds process for Chandigarh.
- Responsible for Cashiering and vouchering process.
- Improving Customer Satisfaction level.
- Responsible for Customer Retention through decrease in churn rate.
- Reconciliation of Stock.
- Preparing the reports of the day and month.
- Responsible for Overall Productivity of the Showroom.
- Preparing Daily Productivity Report (DPR), monthly report and yearly reports for the showroom.
- Responsible for showroom upkeep.
- Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
Education
Graduation -
Punjab University
Chandigarh10+2 - C.B.S.E
Govt. Model Sr. Sec. School
Sector 2110th - C.B.S.E
Manav Mangal High School
Sector 21Skills
- P&L / ROI Accountability
- Retail Operations
- Client Engagement
- People Management
- Product Promotions & Launches
- Sales / Operations
- CRS/ Service Centre Launch
- Process Management
- Retention & Collection
- Mentoring / Training
- Business performance management
- Influencing and negotiating
- Operations planning
- Sales channel analytics
- Corporate communications
- Organizational improvement
- Cross-functional team coordination
- Cross-functional collaboration
- Logistics support services
- Cross-functional team leadership
- Organizational development
- Cross-functional communication
- Reporting management
- Logistics operations management
- Strategic planning
- Operations management
- Problem-solving aptitude
- Effective communication
- Quality control
- Teamwork
- Organizational skills
- Interpersonal relations
Languages
- Punjabi
- Hindi
- English
Timeline
Process Manager for Credit Mantri Process
Aerial Telecom Pvt LTD
09.2024 - Current
Manager Alternate Channel
Roohki Home Automation
02.2024 - 12.2024
Resident Manager
PHD Chamber of Commerce & Industry
05.2023 - 01.2024
Astt. Manager for TATA Enterprise Process
Fusion BPO Services
12.2020 - 01.2023
Team Manager (TRI CITY)
QFS Consultancy Pvt Ltd
11.2017 - 01.2020
Store Manager CRS
Idea Cellular Ltd
11.2014 - 01.2017
Sr. Executive My Idea Coordinator for Retail Outlets
Idea Cellular Ltd
04.2008 - 01.2014
Customer Care Executive in CRS-35
SPICE Telecom (P) Ltd
07.2006 - 01.2008
Customer care Executive Retail Experience
Tata Tele Services
11.2004 - 01.2006
Graduation -
Punjab University
10+2 - C.B.S.E
Govt. Model Sr. Sec. School
10th - C.B.S.E
Manav Mangal High School
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