WASIM JAVED

• Oversaw customer experience across all operations and lines of business in Odisha.
• Managed retention strategies for high-value mobile and broadband customers.
• Executed service recovery initiatives that minimized customer interactions and utilized assisted app resolutions to improve overall satisfaction.
• Enhanced retention and collection for prepaid and postpaid customers through collaboration with agencies, improving overall customer loyalty.
• Streamlined processes with central product operations, reducing unnecessary customer calls and enhancing service efficiency.
• Conducted fault reduction by analyzing call recordings and digital communications to identify process gaps.
• Optimized customer service costs by reducing waste and strategically utilizing resources.
• Implemented zero tolerance policy for forgery and fraud during acquisition process.

• Increased market share and customer base through targeted sales strategies for Airtel products.
• Enhanced distribution capabilities to improve accessibility of products in local markets. and sales network through optimization of SIM and data selling outlets in cluster
• Managed partnerships to increase channel profitability and improve distributor satisfaction.
• Led a team of 11 TSMS to meet business KPIs while coaching members for greater responsibilities.
• Coordinated with marketing, customer service, and communications teams to align efforts with business objectives.
• Boosted FSE productivity by implementing outlet camping and conducting market analysis.
• Received Airtel Achiever’s Club awards for 2020-21 and 2021-22 for outstanding performance.
• Achieved highest promoter productivity during '100 Din' contest with exceptional results.
• Surpassed 100% device share in March 2021 and earned 'DTH Ka Don' award for January 2022.

• Managed retention efforts for mobile and homes, reducing churn rates among involuntary and voluntary customers.
• Improved due date collections through precise analysis and strategic actions.
• Minimized goodwill waivers, contributing to improved financial performance.
• Reduced overall mobile and homes bad debt through targeted strategies.
• Ensured defect-free operational processes for acquisition and regulatory compliance, expediting new acquisitions.
• Coordinated cross-functional teams to streamline operational workflows, enhancing overall service delivery.
• Collaborated with stakeholders to align operational strategies with company goals.
• Facilitated timely allocation and verification of bulk connections on a quarterly basis.
• Mitigated risks by preventing repetitive fault occurrences.

• Lowered customer churn in B2C segments by enhancing overall customer experience.
• Streamlined collection processes for soft buckets, improving efficiency for SMB accounts.
• Decreased goodwill waivers by implementing targeted process improvements.
• Achieved 100% documentation compliance according to DOT guidelines.
• Ensured adherence to collection agency standards without exceptions.
• Conducted consumer experience workshops compliant with established guidelines.
• Optimized onboarding experience, reducing M4 decay through engagement with sourcing partners.
• Educated retail and franchise channels on quality acquisition practices.

Led service improvement initiatives to enhance customer satisfaction and retention.

• Ensure TAT compliance for customer on-boarding (Prepaid & Postpaid)
• Developed strategic plans for service delivery across multiple regions.
• Achieved collection targets across buckets (B0, B1 & B2) for the zone.
• Reduced Bad Debt to a level of < 2.5% from 4% with Increased Collection Ratio from 80% to 106%.
• Managed high-value base accounts and Handled 0 to 6 month AON customer lifecycle management
• Ensured service assurance for customer walk-ins at service outlets and through field resources.
• Designing various schemes and rewards and recognition program for field manpower and Distributors
• Recruited and trained local workforce for AV Process.

• Designed and implemented retention tools to enhance customer loyalty.
• Managed retention and churn initiatives, maintaining churn percentage within AOP targets.
• Conducted data mining and trend analysis for proactive churn management, driving implementation of corrective actions.
• Collaborated with outbound and inactive collection agencies to optimize collections and improve retention rates.
• Coordinated with zonal retention coordinators to achieve specific zonal targets.
• Developed rewards and recognition schemes, enhancing field manpower and agency tele caller performance.
• Participated in Project Dolphin 1 and 2 MNP launch initiatives, ensuring successful execution.
• Executed Yellow Belt projects focused on process improvement. focused on reducing circle barring, suspension, MNP, and HNI churn.

• Managed store operations and administration, achieving sales KPIs through effective team coordination.
• Provided customer service to improve customer retention and minimize churn.
• Executed opening, closing, and shift change functions to uphold daily operational standards.
• Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.

• Guided clients in navigating banking services and resolving inquiries to enhance customer experience.
• Cultivated relationships with existing customers to encourage repeat business.
• Implemented processes for cross-selling products or services based on customer needs.
• Presented banking products to enhance customer engagement and satisfaction.
• Developed innovative strategies to increase sales opportunities while delivering services to existing customers.
• Promoted diverse financial services to enhance customer financial solutions.
• Maintained awareness of market product availability and service updates.
• Led team of sales trainees, overseeing productivity, conducting sales training, and managing monthly sales planning and daily reports to prepare them for future junior officer roles.
• Certified Excellent Performer in the Month of November 2004

• Relating to various accounts, Insurance, credit card, RBI bonds and loans.
• Maintained relationships with existing customers to enhance retention and satisfaction.
• Managed the BANCAFE after banking hours and conducted counseling sessions for customers on e-banking.
• Sourced savings and current accounts to meet customer financial needs.
• Cross-selling of Insurance Products of AVIVA Life Insurance, Indian Airlines Debit Card, Utility Bill Payments, Mobile Banking and Net Banking Registrations.
• Addressed customer inquiries to ensure clarity and satisfaction while organizing promotional activities for new acquisitions and updating MIS.

• Sourced liability products, including saving accounts and current accounts, for Trust Club Association & Societies, enhancing client offerings.
• Increased sales within branch catchments by implementing targeted initiatives for FY2002-FY2003.
• Managed insurance and direct banking channels to streamline service delivery.
• Led a team of field operations staff to ensure effective service delivery.
• Recruitment Training & Organizing campaign for the new Recruits.
• Monitoring of the Executives on the Daily Basis, Daily MIS & handling queries of the Walk in Customers.