Vodafone

Drive Digital Transformation initiatives concept to delivery & adoption) of e2e customer life-cycle journey 

Spearhead the design , development and in-life management of automation tools and APPs 

Training internal teams for launch and drive adoption

Deputy General Manager Sales Automation & Digital Transformation

End to End Project Management (Requirement Documentation, Testing, Pilot and Launch). Core responsibility of driving usage of SFA & Digitization
Enablers/Solutions

Identify new avenues to enhance existing features and services in the existing sales system along with introduction of new technologies and automation
implementation for sales force

Assess the efficiency of existing tools, analyse gaps in addressing business dynamics; implement new processes and system enhancements in bridging
the same and also by Mobile APP journey’s
Ensure seamless management of Go-To- Market of all projects, by pre-empting teething drawbacks, defining appropriate resolution matrices and
ensuring the adequate training of all stake holders
Establish robust process on data maintenance, query resolution, quality check measures on analytics to field force and internal teams

Assure decongestion of manual process and implement SOPS on SFA processes leading customer management process on the CRM platform, KPI
measurement, planning, reporting and expensing timelines for all field colleagues

Connect with Sales, Marketing and Commercial teams through training interventions and meetings on feedback and sharing insights

Define scenarios for User Acceptance Testing by leading the design of quality checks for various Technology platforms

Asst General Manager - Sales Automation & Digital Transformation

•	Responsible for enhancing process efficiency and productivity to enable sales teams to meet business revenue objectives 

•	Heading funnel management for all Enterprise business across multiple product lines, ensuring a quality pipeline to reach and maintain a Y-o-Y growth of >20%  for the function 
•	Monitoring sales performance through customer insights, gap analysis & Senior leadership intervention 
•	Enhancement of the Self Service Portal for internal and external customers to ensure customer delight and empowering customers
•	Training and Customer meets to enhance usage of existing tools to enable Service teams to achieve their targets. Y-o-Y >30% increase seen in the usage of the online portal and reduction in the cost to serve the customers

Senior Manager Marketing Operations

•Design, Develop and Implement Automation tools for Enterprise Business nationally and globally

• Led the roll-out of a global sales enablement platform across all 23 markets in India to provide comprehensive view 
• Conceptualized & Implemented a first of its kind, bench-mark setting Enterprise service tool – Vodafone Self Service – A portal developed to empower enterprise customers to manage their accounts with Vodafone 
• Involved in System architecture  design of all Projects that impact the Enterprise impact  to ensure easy transition for both internal & external customers 
• Ensured seamless Go-To- Market of all projects handled, by pre-empting  teething drawbacks, defining appropriate resolution matrices and the ensuring the adequate training of all stake holders.

Manager-Marketing Operations Vodafone Business Services

• Responsible for operationalizing IT enablement tools and Systems for the Enterprise Business Unit nationally
• Led the design of quality checks for various Technology platforms defining scenarios for User Acceptance testing 
• Assessed the efficiency of existing CRM tools, analyzed gaps in addressing business dynamics and implemented new processes and system enhancements in bridging the same
• Owned the digitization of existing automation tools, by defining and rolling out a Mobile App journey of these tools.

Deputy Manager- Enterprise Marketing                        

•	Responsible for reviewing & monitoring Sales Performance nationally of all circles against performance matrix and highlighting deviations to the Central and Circle Sales Team for mid-course correction.
•	Management reporting by collating. assessing and validating data received from regional teams 
•	Ensured building and maintaining the health of the customer base of a New business unit – Vodafone Business Services- by monitoring the quality of acquisition

Assistant Manager , Marketing  Operations - Enterprise 

Reliance Communications

• Directed process re-engineering by streamlining MIS, Root Cause Analysis modules, Exception Reporting for reducing customer Complaints, Market reviews Data analysis, implementation and compliance of Service Delivery Processes
• Guided the Internal customer support system related to process & system issues to adhere to SLAs in query resolution
• Owned the resolution and closure of customer grievances within stated SLAs by ensuring the closure process including customer call backs was adhered to
• Spearheaded the design, implementation and management of Sales Incentive programs  
• Conducted Sales Performance reviews against performance matrices to identify deviations and take corrective actions 
Projects Undertaken: AutoPay, e-Bill

Manager Operations  – Enterprise Wireless Group

Reliance Infocomm Limited

• Co-ordination and management of Inbound & Outbound Call Center including recruitment, training and managing attrition of 40 CSRs for Pilot projects and Cross Sell Campaigns with a view of meeting business aspirations 
• Creation of Campaign SOPs, workflows, scripts, Response & Fulfillment through various touch points
• Handling first level customer escalations.
• Review and monitor CSR performance and initiate mid-course correction/coaching for deviations.
• Inter-department coordination for end-to-end resolutions of customer issues and management of outsourced processes with vendors and Alliance Partners – RIPL, NIS Sparta, Kankei, Caliber etc.
• Conducted pre-campaign MR in the target audience through outcall to validate concepts. 
Campaigns: NRI FWP campaign, FWP cross-sell campaign, Customer Life Cycle Management for HNWI customers

Sr. Officer - Customer Service 

Process Management | Digital Transformation | Sales & Service Transformation | Project Evangelist + Team Building Expert 


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