VISHAL GUPTA

 

Flat No. 33, Samrat Appt., Vasundhara Enclave, Delhi – 96

E-mail: vis_fire@india.com, vis_fire@yahoo.com, Ph: 011-22633633 (M) 0-9810313333

 

Aims to pursue challenging assignments in Operations’ Planning & Project Management/ CRM with a reputed organization.

 

PRÉCIS

r       A tenacious, result oriented professional with nearly 10 years of experience in Client Relationship Management, Operations Management, Quality Assurance & Audits.

r       Presently designated as an Manager with Bharti Airtel Limited.

r       Demonstrated abilities in cementing healthy relationship with the clients and rendering effective service.

r       Significant experience in managing Operations and ensuring conformity to the preset process/quality parameters.

r       Proven skills in mentoring teams to work in sync with the corporate set parameters & motivating them for achieving business and individual goals.

r       Acting as an escalation gate to resolve critical issues of the team members. Skills in conducting various training sessions for enhancing the performance and quality of service.

r       An exemplary communicator with excellent interpersonal, Customer Relationship Management, Organizational and Team Management abilities.

 

KNOWLEDGE DOMAIN

CRM

ð     “Managing customer expectations, relationship management, Escalation of cases & Customer Retention.

ð     Addressing client queries and ensuring execution of appropriate actions to ensure seamless operations.

ð     Taking initiatives/projects as required by client and maintaining consistency of practices in sync with client/service delivery requirements.

 

Operations Management

ð     Handling the preparation the following reports:

o         Activation (Post paid & Prepaid)

o         Discrepancy Reports

o         AVCV (Post Paid & Prepaid)

o         Performance analysis

o         Voluntary & Involuntary Retentions Report

o         0-6 Months Customer Barring & Retentions

o         Repeat Complaints

o         Complaints per 100 Dels

ð     Preparing MIS sheets and Making presentations to update the management on the current work scenario.

 

Quality Assurance/ Audits

ð     Ensuring operations are as per the set standards.

ð     Conducting internal process audits & process reviews for ensuring strict adherence to the process parameters/systems.

ð     Ensuring accomplishments of the set quality standards in SLAs.

 

CAREER HIGHLIGHTS

 

June ’09 -  Till Date                 Head Service Planning and Regulatory Audits (PAN India)

ð       Managing Customer Enablement’s Programs throughout PAN India and also driving their performance through process owners

ð       Managing self care throughout PAN India in terms of implementation, all corrections in flow and performance

ð       Making MAPA for all domains and driving all Parameter performance

ð       Regular Audits on all domains like Process audits and Compliance Audits

 

                                     

Dec ’07 – June ’09                   Head SM(Customer Retentions) & CIG

Significant Responsibilities

 

ð     Rendered effective training on new implementations to all Voluntary and Involuntary Team members

ð     Responsible for driving team for monthly defined churn targets

ð     Responsible for day to day operations of Retention agencies (Voluntary & Involuntary).

ð     Reconciliation and Audits of Waivers given by Zonal Team for Retaining Customers

ð     Random audits checks on Zonal retentions specially Voluntary Retention letters from Customer

ð     Monthly Reconciliation of Current Churn vs last month churn

ð     Responsible for BKT- 0 & BKT-1 collections & Driving BKT – 0 OG Barring Targets for New Acquisitions Specially 0- 4 Months Customers.

ð     Responsible for Driving Team for Induction, FB/SB Explanations for 0-4 month customer and Feedback sharing on Non Conformance cases with respective Team to improve quality of acquisitions

ð     Responsible for Driving team to close QRC within SLA

ð     Responsible for arranging Monthly Training for CC team regarding new plans launched, working on eCRM

ð     Responsible for Reduction in Complaint/100

ð     Responsible for Reduction in Repeat Complaints

ð     Responsible for Online Retentions, OLR & SLA

ð     Responsible for Quality Resolution and Quality Login

ð     Handled Corporate Customer for all Service related issues and their retentions

ð     Organized Service Camps for immediate Service issues resolution and new product launch information.

 

 

Aug’05 – Dec 07                      Bharti Airtel Limited  (Provisioning Audits & CIG (PAN India))
 

Significant Contributions

ð     Collated complete information entailing VAS details and Provisioning related from all 23 Circles of Bharti.

ð     Proficiently controlled the provisioning (New Activations & Existing Activations) at the all the Circles.

ð     Instrumental in establishing Audit Modules & Checks and Audit Processes to ensure quality and seamless operations.

ð     Conducted effective audits of the :

o         Entire provisioning (New & Existing) at Central & Regional Circles.

o         Complete Adjustments passed by Central & Regional Circles IDs.

ð     Brought about a significant rectification in the entire customer base and ensured 100% routing of AES base companies.

ð     Sharing Monthly presentation about the performance level of Audits

ð     Received an award for Outstanding Performance from the CEO for making and Implementing Automated Online Waiver Calculation Module through out PAN India (All 23 Circles of Bharti).

 

The Projects Handled

ð     Yellow Belt Project with Collection Dept.

o         Worked on the data entailing information on wrongly punched information into different account category provided by Collection Dept

 

Mar’04-Aug’05                        Bharti Airtel Limited (SMG – Provisioning & AVCV)

 

Significant Contributions

ð     Efficiently handled the successful:

o         Implementation of new formats and procedures & ensured seamless operations in postpaid and prepaid.

o         Introduction of new ways of minimizing discrepancies in New & Existing Activations.

o         Responsible for FTR activations of Corporate

o         Introduction of new ways of minimizing AVCV failures (Prepaid & Postpaid).

o         Process owner for Acquisition Process Interface

o         Monitoring the performance of AVCV agencies and Quality of Acquisition at Corporate Associate Level.

 

ð     Rendered effective training on new implementations and documentations.

ð     Awarded by the HOD as Best Performer for recovering of Bad Debts, an amount of 7 Lakhs from Wipro Spectra mind where activation has been done in the wrong account.

 

 

Jan’01-Mar’04             Prometric Testing Pvt Ltd., as a Call Centre Representative

 

Significant Contributions

ð     Competently handled the Exams Registration process on Prometric own registration software.

ð     Registered students from all over India regarding various computer based exams.

 

NOTABLE PROJECTS

 

 

Title:                “Online Waiver Calculation Module”

Duration:         12-05-12-05

Team Size:      One member

Role:                Development of complete combination and complete designing & some coding                                                        on front-end.

Scope:             Complete calculation like All Rentals, Toppings, Discounts & Airtime Charges. This module has a

                        front-end of Visual Basic & using MS Access database as back end.

 

Title:                Provisioning Guideline Portal on Visual Basic to Reduce Provisioning Errors.

Duration:         09-06-09-06

Team Size:      Individually

Role:                Development of complete combination and complete designing & some coding                                                        on front-end.    

Scope:             Complete Information like Bill plan tariff info and How to Provision info.

 

 

 

 

ACADEMIC CREDENTIALS

MBA                                                      Lucknow University (Operations)                          2005

B. Com.                                                            SGTB Khalsa College, Delhi University                 2001

XII                                                        CBSE Board                                                       1998 

 

TECHNICAL PURVIEW

IT

Office Packages:                     MS Office

Operating System:                  Win 95, 98, NT

Programming Languages:       Java, C, FoxPro,   Visual Basic                                                                 

Database:                                Oracle 8i

Web Application:                     HTML, Internet, Data Communication

 

Typing:

English:             55 W.P.M

 

DATE OF BIRTH: 10th July 1980