Vikram Kochar
Regional Manager – North
Gurgaon,Haryana
Summary
Accomplished leader with Deep understanding of market conditions. Accustomed to stepping into different roles to enable business operations to evolve and meet changing demands. Proven track record of enhancing customer success and engagement through strategic operations management and team motivation. Expert in receivable management and process improvement, demonstrated by significant savings and enhanced service quality. Skilled in Six Sigma and IOT project management, driving operational excellence and customer satisfaction.
Overview
23
23
years of professional experience
4
4
years of post-secondary education
3
3
Certifications
1
1
Language
Work History
Regional Manager – North
Mahindra Holidays And Resorts India Ltd
05.2023 - Current
- Responsible for strategic initiatives and activities to ensure to manage customer life cycle management, overall operations lead to organizational financial objective.
- Define strategic initiative for Service Management, revenue enhancement, Receivables & Retention and ensuring coverage across market to enhance competitive position in the region.
- Accountable to create better eco-system for enhanced quality and productivity resulting better customer experience and support.
- Coach & motivate team to bring appropriate changes for building trust and engagement.
- Led cross-functional teams to achieve project deliverables on time and within budget, resulting in improved overall performance.
- Implemented digital initiatives across region that led to significant savings without compromising service quality or employee satisfaction.
- Continuous process improvement and change management with minimal impact over customer experience.
- Boosted brand growth by devising strategic network and marketing tactics
Regional Service & Collection Head
Vodafone Idea
02.2011 - 05.2023
- Accountable for strategic initiatives for Customer Success, Customer Retention, NPS, Account Management, Account Receivables, Revenue Enhancement and GTM for coverage all across segments.
- Undertook IOT Program Management for EESL & Maruti Suzuki Ltd.
- Accountable to create Service Infra & Eco-system for Enriched Customer Experience for Enterprise, Government & Global Accounts.
- Responsible to drive operational excellence across Service Structure, (In-house, Outsource and service desk operations).
- Monitor & review Complaints & SLA compliance of Overall Service Operations, intervene proactively and act as an escalation point to ensure FTR, minimum Complaints, SLA breaches.
- Drive automation & digital agenda with customers to reduce cost to serve.
- Guide & motivate the team to act as a consultant, Innovate and bring appropriate changes in service delivery depending on market realities and demands.
- Define & agree on SLAs for Vendors.
- Used critical thinking to break down problems, evaluate solutions and make decisions
Head of Credit & Collections – Enterprise
Aircel
09.2009 - 01.2011
- Accountable for Credit & Receivable for Aircel Business Service for enterprise accounts.
- Responsible for Credit monitoring, FRS and Collection management across all marketplaces.
- Leading collaborative efforts with cross functional teams to drive customer success programs and implementing best practices to improve customer experience and Receivable.
- Accountable for improve cash flows, reduce receivables and Bad debts.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks
Manager – Enterprise Service & Collection
Reliance Communication Ltd
01.2007 - 09.2009
- Responsible for Customer Service , Credit & Receivables for Enterprise & Government accounts across geography of MPCG & Orissa.
- Accountable to timely receivables and bad debt reduction
- Maximized performance by monitoring daily activities and mentoring team members.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Led vendor management activities along with Collections, Churn Management, Vendor Contracts, Periodic Performance Reviews & Timely Disbursement of Payment for vendor invoices of collection & bill delivery agencies
Collection Manager
ICICI Bank
08.2005 - 12.2006
- Implemented process improvements that increased team morale while maintaining a high level of professionalism within the department.
- Leveraged advanced data analysis tools to identify trends in payment behavior, enabling informed decision-making for future collections efforts.
- Worked closely with legal counsel to pursue necessary actions against non-compliant debtors, ensuring company interests were protected at all times.
- Negotiated settlements with customers experiencing financial difficulty, preventing potential litigation costs and preserving client relationships.
Senior Sales Executive
Havells India Ltd
07.2003 - 07.2005
- Accountable for Primary and Secondary Sales across geography.
- Relationship Management with Builder's & Architect's for Tie – Up of new project.
- Accountable for Government & institutional sales
- Increased sales revenue by developing and implementing strategic sales plans tailored to client needs.
- Created prospect rapport by approaching leads and cultivating strong business relationships through sales.
Senior Project Sales Executive
Anchor Electronics & Electrical Ltd
09.2001 - 06.2003
- Accountable for Secondary Sales Individual Projects, Institutional and Government
- Developed sales strategy based on research of consumer buying trends and market conditions.
- Negotiated and closed profitable sales contracts with new and existing customers to increase loyalty and retention.
- Boosted sales revenue by cultivating strong client relationships and implementing effective sales strategies.
Education
MBA - Marketing & IT
Indian Institute of Modern Management
Pune 01.1999 - 05.2001
Bachelor of Science - Science
Bhopal University
Bhopal 04.1996 - 03.1998
Skills
Customer Success & Engagement
Global accounts Management
Six Sigma certified
Process Management
CSAT &NPS Management
Receivable Management
Team Engagement
Operations Management
Process Management
Accomplishments
- Best Regional Service & Collection Head For FY 21-22
- Excellence Award for Automation of Back-end Processes.
- Team Excellence Award for Ensuring successful ISO Process Audit.
Certification
Six Sigma Yellow Belt
Timeline
Six Sigma Green Belt
01-2024
Regional Manager – North
Mahindra Holidays And Resorts India Ltd
05.2023 - Current
Problem Solving with Design thinking and Collaboration
02-2020
Six Sigma Yellow Belt
03-2012
Regional Service & Collection Head
Vodafone Idea
02.2011 - 05.2023
Head of Credit & Collections – Enterprise
Aircel
09.2009 - 01.2011
Manager – Enterprise Service & Collection
Reliance Communication Ltd
01.2007 - 09.2009
Collection Manager
ICICI Bank
08.2005 - 12.2006
Senior Sales Executive
Havells India Ltd
07.2003 - 07.2005
Senior Project Sales Executive
Anchor Electronics & Electrical Ltd
09.2001 - 06.2003
MBA - Marketing & IT
Indian Institute of Modern Management
01.1999 - 05.2001
Bachelor of Science - Science
Bhopal University
04.1996 - 03.1998
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