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Summary
I seek challenging opportunities where I can fully use my skills for the success of the organization.
Experience
Governance and Audit Insight Executive
Perform audit to gauge performance of service providers to Retailers, Webchat, Social Media, Backend Operations and Outbound collection domains
Share weekly Dashboards, Quality scores and Insights with the stake holders to improve their working model
Arrange calibration sessions with the Outsourced partners to better performance
Monthly forum conducts with the Outsourced partners for sharing their performance and improvement plan along with the pain areas
Design Affinities based on Customer satisfaction score of social channels to get insights and identification of pain areas
Engage internal stakeholders to reduced system Gaps and improve processes for the betterment of customer experience
Fraud Controller & Internal Audit Executive
Risk Assessment in existing & new Processes, Operations, IT Solutions, Sales and KPIs Commissioning and Reporting
Monitoring and Control the Malfunctions activities in business and ensure to minimize impact on business
Investigations related to financial and Non-Financial matters
Designing & Monitoring of controls to reduced fraudulent activities
Design fraud awareness Program for internal and external OSPs keeping focus on customer centricity.
B2B Relationship Officer
SMEs Business Portfolio Management and Servicing
End-to-end complaint handling and resolving billing related queries
Ensuring to achieve monthly SME Collections targets
Managing and controlling SME Customers Churn
Creating and maintaining alliance with business circles
Corporate Backend Support team for the effective servicing of SME accounts
Responsible for High Customer Satisfaction through effective account management
Credit support, Device issuance and New Connection Sales to SMEs
B2C Relationship Officer
B2C Customers Portfolio Management
Strong Relationship building with B2C customers
End-to-end complaint handling and resolving billing related queries
Engaging customers through Corporate SMS and Calls
Ensuring to achieve monthly
B2C Collections targets Coordination with all customer touch points and backend support teams for the resolution of customer issues
Cater Post to Pre migrations and MNP Service Request
Ensure to meet monthly Upselling targets Maintaining Postpaid Health Status
Conduct business analysis before beginning of new business campaigns
Business Retention &Collection Officer
Ensuring to achieve monthly B2C Collections targets.
Providing Customer feedbacks and insights for Business Segment team on B2C products and services
Cater Post to Pre migration and MNP Service Request
Outbound call for bringing back customers
Portfolio Management of dead Postpaid accounts for bad debts recovery.
End-to-end complaint handling and resolving billing related queries.
Coordination with all customer touch points and backend support teams for the resolution of customer\'s’ issues.
Account Officer
Maintain fixed asset register and inventory record
Reporting Monthly Reports of Capital and revenue expenditure
Handle payroll accounts
Addressing email and co coordinating with Stakeholders
Emplace checks for internal audit report generation
Maintain accounts of customers and stakeholders
Teacher
Coaching of Tax, Accounting and Auditing
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