Retail Collections: • In charge of 0-35 Active Bucket for TN Circle with the portfolio size of average 11 Cr / month. • Responsible for managing the Tele collections desk at Vertex with a team size of 35 Associates. Responsibility includes right from managing campaigns till customer payment is made. Activities include:  Maximise collections through usage of Alternate channels like SMS,PCN , PCA , Emailers  Responsible for ensuring that Collections processes are in place and diligently followed as per the organization’s commitment  Responsible for maintaining the customer payment pattern and scheduling the campaign to increase overall collections • Strong knowledge on Dialer Operations and Campaign Management which helps in Increasing the overall collections • Increased the B2B collections % from 87.23% in Q2 to 91.10% in Q4 and subsequently increased the B2C collections at 97% average for the Q4. Highest Collection of 98.85% B2C achieved for the month of Feb’16 • Continuously worked in improving the Due date collections from 65.3% in the month of Jan’16 to 72.5% in the month of Mar’16 • Received Excellence Award for the months of November ’15, February ’16 and March ’16 for increasing the Collections performance. Zonal Operations: • Successfully managed the zonal service operations for Tamil Nadu (Trichy and Pondy) cluster which includes right from customer acquisition till Customer Churn. • Improved the overall performance of Trichy zone in 35 -65 Bucket from 30% in Jan ’17 to 40% by Feb’17. • Implemented changes on the AV which has helped in increasing the collections from new acquisitions.

* In charge of Strategic planning, development, staffing management and financial performance of the process worth Rs 96 million per annum. * Responsible for managing the performance of both Inbound Call centre Operations and Outbound Sales & Marketing team and CLCM, team size of 650 associates * Direct reporting team includes Operations, Training, Quality and Dialler Management, a team size of 50 Support Staff. * Manage and Coordinate action plans for daily operations, establish work priorities and ensure customer / retailer enquiries / revenue generated are managed effectively while meeting cost, productivity and quality goals. * Responsible for managing P&L of the process and have shown a stable improvement in Gross margins month on month. Average of 9% monthly incremental shown in the last 6 months. * Some of the Key achievements in the last 6 months are given as below: * Ensure all Key KPI's in Inbound call centre are met with Rewards * Reduced and stabilized the Abandon % to less than 2 in the last 6 months * Reduced the repeat % to less than 6 against the average of 14 % ; * Improved and Sustained the SL% an average of 95 in the last 6 months * Reduced attrition an average of 17% to less than 10% in the last 6 months * Improved the CSAT scores for the teams from 89% to 94% ; * Improved the quality scores from 84% to 92% ; * Stabilized the outbound call centre revenue to an average of 10 million / month with revenue to the seat ratio of 1:5 against 1: 4.2 * Improved the MNP Prepaid retention from 74% to an average of 84% .Increased the collections % from 68 to 78.56 average. * Improved the Collections from an average of 72% (0-66) to 81.2% (0-66) in a span of 3 months.

* Management of Customer Service (which includes both inbound and outbound) function based in London and Chennai for providing a high-level of Customer Service for UK & eight European markets. * Planning, Forecasting, Budgeting, Development, Implementation & Delivery of Customer Service standards ensuring that the level of Customer Service is able to meet the expectations and aspirations of the business and customers alike. * Orchestrated the Call Centre Performance achieving and exceeding in all parameters of KPIs * Reduced the abandon rate from 20% to 6% * Improved the SL% from 67% to 95% ; * Increased the productivity of the associates from 72% to 94% ; * Improved the schedule adherence from 72% to 93.4% ; * Reduced the shrinkage from 32% to 10%. ; * Revamped the existing Call Centre Operations with the introduction of alternate channel service and reduction of non-value added work flows which resulted in reduction of COSA from GBP 0.50 Mn to GBP .39 Mn. * Managing the complete Customer Service Delivery Function which compromise of 80 team members.

RESPONSE & RESOULTION HEAD (TN) * Primary responsibility includes Planning, Forecasting, Budgeting and Execution of the Response & Resolution team for Idea Tamil Nadu Customers through the outsourced business partner &drive the team for providing high quality resolution to customers QRC's within TAT and increases the customer satisfaction and loyalty towards the organization. * Proven knowledge &Experience on Inbound call Centre management, this includes management of CPS, AL, SL, Abandon%, ICF & QoS metrics. * Have strong work experience in managing Tier 1 Vendors like IBM, Tech M & FSL. Responsibilities include coordination with vendors on Hiring, Training, Operations, Monitoring the vendor performance on the KPI's and Vendor Payment. * Strong working experience in MIS, Call routing and Call Management tools like Cisco IVR, Avaya & Nortel. * Strong knowledge in IVR solutions which results in reduction of calls at Inbound Centre, which in turn reduces the CPS and decreases the cost of the service rendered. * Identifying the top complaints, finding the RCA for the same and ensuring the same are not repeated in the future through Process Improvements. * Analyzing customer feedback's through third party surveys and providing action plan to improve the performance on a monthly basis. * Providing Quality insights on new products and process's rolled out in the market through customers VoC and thereby helping the organization achieve its desired targets, both in terms of revenue and customer satisfaction. * Expertise knowledge in Customer up selling, Revenue generation, Collections and overall Customer life cycle management activities. * Hands on Experience in Handling Nodal & appellate complaints. * Achieving the regulatory requirements as per the TRAI mandate and reporting them for the betterment of customer's and the organization which includes QoS metrics and DND. * CFT Member for Budgeting and financial analysis of the Service Delivery Team. * Automation of various manual processes done to improve customer satisfaction and reduce the TAT.

* Creation and Delivery of Training modules. * Implementation of PTM tools. ; * Development of training modules for new products & processes. * Planning and Implementation of various trainings for process improvements. * ITP trainer for new joinees, which includes IT, ITO &BPO Operations * Involved in Six Sigma project Optimax to improve productivity on the floor. * Involved in improving the FTR % for technical complaints, which has improved FTR% from 19.5% to 40.02%.Part of the Green Belt team to reduce complaints on Data products, which resulted in the overall complaints reducing from 12% to 2% in a span of 3 months

SUBJECT MATTER EXPERT (TRAINING & QUALITY) * Training New Hires with Process& Call handling skills. ; * Giving Mock calls to new hires and sharing feedback based on the quality parameters. * Analyzing new hires on their communication skills & process skills as per the client's requirements. * Conducting weekly tolls and sending reports to the clients. * Additional Responsibility in helping HR with Talent Acquisition.

* Experience in handling RTP and SIP. ; * Looking for compatibility of DOCSIS version of the modem and troubleshooting accordingly. * Hands-on experience in Configuring Linksys, Motorola &Cisco Routers. * Experience in handling Escalation's and Level - 2 calls. * Skill based training for agents - Communication, Policies and Procedures. * Have acted as a Resolution specialist when required. Auditing calls for quality purposes/handling live escalations. * Providing feedback to agents on policies, procedures and quality. * Monitoring calls and conducting necessary coaching sessions.

* Implementation with Belting Fabrics Division, providing inputs relating to Sales &Distribution to the implementation partner (TCS) during the as-Is phase and whetting them. * Setting up the relevant master information (Sales & Distribution) for the smooth functioning of Databases. ; * Created Tables &Triggers and also took a major part in the item class definition. ; * Preparation of master/transactional data for migration legacy system (in Ingress) to Oracle Applications. ; * Took a major part in defining and developing the Exceptions. * Played a major role in the Interface Development for Production. * Created some Reports for the Miscellaneous Transactions, India Order Localization.

MBA, Master of Business Administration

COMPUTER SCIENCE, Bachelor of Computer Science