Experience

▹ Improved customer retention by 12% and generated US$400K in annual recurring revenue by developing a Churn Early Warning System focused on 20% high-impact accounts

▹ Elevated report quality and enabled leadership with 100% consistent management insights across departments by unifying 8 dispersed analysts into a centralised reporting team

▹ Reduced Average Handling Time of Customer Support Executives by 30% through a real-time productivity monitoring system

▹ Enhanced process efficiency by developing SOPs that allowed new joiners to be onboarded 3X faster and also improved FTR (First Time Resolution) to 81%

▹ Accelerated vendor onboarding time from 15 to 3 days by introducing pre-screening, Salesforce field mapping, and sample report validation, leading to 100% data accuracy

▹ Orchestrated multi-city BPS projects across 5 major hubs in North India, ensuring on-time delivery and achieving 100% SLA adherence through manpower planning and cost control.

▹ Recognized with an Excellence Award for successfully establishing the Mobile Number Portability (MNP) process and ensuring robust validation of the activation procedure.

▹ Designed and executed a comprehensive customer communication plan to educate prepaid users about new plan launches using SMS, IVR, and contact center outreach, tailored to customer onboarding and 3G device usage.

▹ Drove a 28% increase in 2G to 3G customer migration by leveraging targeted communication campaigns during the rollout of 3G services in Kolkata and West Bengal.

▹ Automated the customer communication process to instantly alert users entering 3G-enabled service areas, supporting both improved customer experience and effective analysis and optimization of the 3G network.

▹ Spearheaded 100% retrieval and submission of Customer Acquisition Forms to Reliance Telecom during the 2008 Guwahati Serial Bomb Blast (Assam):

▹ Reached 100% online status and eliminated a backlog of 150,000 Customer Acquisition Forms within six months of joining—delivering exceptional results despite operating under crisis conditions with no additional budget.

▹ Ensured uninterrupted digitization and regulatory compliance, maintaining regular operational targets and process integrity throughout the emergency.

▹ Demonstrated outstanding leadership, strategic planning, and resilience while streamlining workflows for maximum efficiency under extreme pressure.

▹ Led cross-functional teams to deliver error-free e-publishing projects on time by proactively clarifying client requirements, driving high client satisfaction and repeat business.

▹ Facilitated targeted training sessions for team members on content management systems and workflow updates, ensuring smooth project adaptation and reducing onboarding time.

▹ Established robust issue-tracking systems, efficiently collecting and resolving production-related queries by collaborating with clients, which led to a measurable decrease in production bottlenecks.

▹ Implemented a dynamic Management Information System (MIS) for monitoring e-publishing project progress, enhancing reporting accuracy, and enabling data-driven decision-making for timely project interventions.

▹ Coordinated with the Quality Assurance team to conduct stringent digital content checks, resulting in 100% compliance with industry standards before final deliverables were dispatched.