Service Marketing Head (Manager) : MBA
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Name: GAURAB DASGUPTA
T self-actualise my ptential in Service Delivery, Relatinship Management. T effectively utilize my expsure & skills fr the benefit f the rganizatin in prviding me a challenging envirnment fr grwth.
Prfessinal Prfile
MBA with 8 years’ quality wrk experience; inclusive f ver last 6 years’ in peratins & Prcess Management, Retentins, Cllectins, Client Servicing, Credit Cntrl, Quality, Team Management with tp rganisatins in the Telecm / BP sectrs. Currently designated as Service Marketing Head-Manager with Bharti Airtel Ltd. at New Delhi. Resurceful at maintaining crdial relatins with crprate/retail custmers & prviding value added custmer service, ensuring quality and service nrms t achieve custmer satisfactin.
Prficient at managing & leading teams fr running successful prcess peratins & experience f develping prcedures, service standards fr business excellence. Recipient f varius cmmendatins / awards fr superlative perfrmance acrss the career span.
Areas f Expsure & Expertise
peratins & Prcess Management
Hands n experience in the areas f prcess set-up, transitin and imprvement, quality and business develpment.
Establishing Custmer Care peratins with fcus n recruitment, develping prcedures, reprting systems fr mnitring quality in day-t-day peratins.
Reviewing & reslving peratinal issues as well as implementing new prcess & prcedure changes.
Strng prcess rientatin; suggested rbust prcesses fr dealing with different events in custmer life cycle ensuring high quality f service t custmer and prevent revenue leakage.
Effectuating shrt/lng-term plans fr achievement f prcess bjectives.
Creating & implementing wrkflw t facilitate structured supprt in all areas and issues.
Sending reprts t tp management and maintaining the agreed SLA with fcus n ptimising csts.
Client Servicing
Prviding reslutin t all billing queries/issue fr all crprates in Delhi NCR/ensuring target cllectin fr the entire team.
Interfacing with dmestic / internatinal clients fr taking escalated calls, effective reslutin f nline queries, drafting SLAs, underwriting & amending Insurance plicies etc.
Ensuring a high-quality custmer experience, elevating custmer satisfactin while adhering t the SLAs and wrk prcesses.
Quality
Setting ut quality standards fr varius peratinal areas and ensuring adherence t quality standards and cntinuus imprvement in prcess capabilities.
Mnitring agent calls, analysing perfrmance f team members and prviding valuable feedback as well as charting ut plans fr imprvement in quality and service standards.
Cnducting quality checks fr Back-end team, interacting with verseas clients fr weekly quality calls and updating them n prductivity reprts.
Team Management
Frecasting wrklad, scheduling staff t meet anticipated wrklad within scheduled turnarund time thereby enhancing efficiency.
Need-Gap Analysis- Identifying training needs and cnducting need based training prgrams.
Mentring & mtivating teams twards maximising their cntributin levels.
rganisatinal Experience
Since May’05- at Bharti Airtel Ltd., New Delhi as Service Marketing Head (Manager) – Retentins & Cllectins
Heading the Delhi Bucket Zer & Retentin team (Bkt-1) fr bth Vluntary and Invluntary segments since Aug’06.
T maintain and ensure the Delhi team achieves 1.5% churn f the NAD (subscriber) base.
Respnsible fr laying mnthly, weekly and daily zne targets; assigning respnsibilities fr the entire team and mnitr/ cntrl the deviatins.
Heading the entire back-end team respnsible fr flashing timely custmized dashbards/trackers t all the 7 znes and 14 agencies; bjective-t minimize and eliminate deviatins.
Agency Mnitring, Management & Cntrl t achieve the Retentin & Cllectin targets fr Bkt-Zer, 1 & Vluntary Retentins.
Understanding the underlying issues in cllectins and ensuring reslutin f the same t the satisfactin f the cncerned subscribers.
Preventing ptential churn by ensuring timely inflw f cllectins and at the same time ensuring that the subscriber remains cnnected t the netwrk.
Heading the entire prtfli f High Value cases-Bucket 1 fr Cllectins and Retentins in Delhi NCR frm May’06 – Aug’06.
Ensuring maximum cllectin and minimizing slippages int subsequent buckets.
Managing the prtfli f Crprate Cllectins in Delhi, Nida and Faridabad frm May’05-Apr’06.
T maintain Crp. Cllectins, net f cheque buncing, at 100% level against previus mnth billing.
T maintain 80%+ cllectins by due date.
Meeting the crprate, cmmercial and big SME custmers with regard t varius prblem/cncerns, which effectively helped in saving the churn and assured cllectins.
Invlved in discussin with the client and helped the accunt manager create sales funnel fr the crprate accunt.
Ensuring Custmer Service via persnalised Bill Delivery/Statement Delivery and Credit mnitring fr high end crprates alng with timely detectin f suspected frauds & escalatin t Hard Recvery team t minimise /eliminate ptential bad debts.
Additinally accuntable fr the entire telecalling team’s cllectin perfrmance bth pre/pst due date fr Delhi.
Supervising the entire Back-end team fr timely recnciliatins and reslutin f all queries/issues frm clients end within the laid SLA/targets.
Within a year f jining the Delhi-NCR “Retentin” team, been prmted as a Manager and Head-Retentins fr Delhi.
Recipient f Perfrmer f the Quarter in 2005 fr achieving highest ever-crprate cllectins in Delhi NCR fr 3 cnsecutive mnths.
Received Letter f Recgnitin in 2005 frm the GM-CSD fr achieving highest cllectins in Delhi NCR.
ct’02-May’05 at Reliance Infcmm Ltd., New Delhi as Escalatin Desk (L3) – Custmer Care
Headed the Custmer Care activities & managed recruitment in Jdhpur- Rajasthan during the natin-wide launch f Reliance Infcmm frm ct’02 t Mar’03.
Build Market Intelligence- Cllected infrmatin n cmpetitin benchmarking during Pre-Sales phase, evaluating brand visibility ptins (billbards/nen & display bards) in the city f Jdhpur.
Prspect prfiling and carrying Need-Gap analysis t identify pprtunities.
Played a key rle in lcating Pint f Sales at strategic places in the city t maximise visibility and custmer inflw.
Managing the entire utbund Unit at Delhi with a team f 150 persnnel. Additinally handling credit mnitring thrugh sft cllectin calls & c-rdinating with the Cmmercial team fr recveries.
T ensure timely implementatin f dunning activities e.g. payment reminders, telecalling, sec-138, barring, handing ver t sft & hard recvery agency, legal ntices, full and final settlements etc.
Ensuring the Number f Escalatins is reduced by Mnitring Chrnic & Repetitive Cmplaints; thereby imprving the C-SAT scres.
SLA Measurement & Cntrl thrugh Audit fr Critical Custmer facing activities & Daily Sampling f TAT and reprting the variatins.
Ensure t Reduce Custmer Cmplaints by Systematic Rt Clause Analysis, Ht Mnitring f Chrnic & Repetitive Cmplaints and Practive ut calling TT Pending beynd SLA.
Selected as a Circle C-rdinatr t represent Delhi & Rajasthan in DAKC- NHQ, Mumbai t highlight issues & streamline prcesses t synergise frnt and back end peratins.
Received a Letter f Appreciatin frm the Circle Custmer Care Head fr starting the in-huse Custmer Care Jurnal “GENESIS” in Delhi & Rajasthan.
Cmmended by the Circle Custmer Care Head fr initiating Reward & Recgnitin in the Custmer Services Department fr Delhi Circle.
Dec’01-ct’02 at EXL Services Pvt. Ltd., Nida as Senir Custmer Care Executive (Transactin Prcessing-Health Insurance)
Slely respnsible fr the entire teams 3 mnth net training during pilt phase.
Develped Training Manuals fr the entire team.
Managed drafting f SLAs, designing training schedules, quality fr US clients.
Respnsible fr imprving prductivity fr the entire team withut cmprmising n quality.
Received the Best Individual Perfrmer and Best Team awards in 2002.
Recipient f Certificate f Recgnitin fr Desktp Prcedures fr the plicy change team.
Jan’00-Dec’01 at GE Capital Internatinal Services, Gurgan as Prcess Expert (Transactin Prcessing-Aut Insurance-GEFA “D”)
Interfaced with US clients thrugh Cnference & Quality Calls, After Sales Services etc.
Handled underwriting & amending f Aut Insurance plicies fr US clients.
Received recgnitin like Extra Miler in Apr’01-Jun’01, Emplyee f the Mnth frm May’01-ct’01, and Applause f the Mnth in Mar’01.
Selected fr the Yung Leaders Develpment Prgram n the basis f excellent perfrmance.
Develped a prject n Time n System fr the e-grandprix event in 2000. Wn the Runner-up trphy fr the best shp flr.
Jul’99-Dec’99 at Gdfrey Philips India Ltd., Delhi as Market Develpment Trainee
Member f team that created brand awareness fr Cavanders Magna in Delhi.
Identified the Vendrs/ Retail utlets acrss the city t enhance brand image and build sales.
Academic Credentials
MBA (Marketing) frm Symbisis Centre fr Management & HRD in 2005.
B.Cm (Hns.) frm Delhi University in 1999.
Life & Health Insurance (US) – Level 1 & 2 frm LMA, US in 2001.
FLMI 280 – Level 1 - Fundamentals f Life & Health Insurance
FLMI 290 – Level 2 – Insurance Cmpany peratins
Diplma in Cmputers frm TATA INFTECH, 1998.
Date f Birth: 22nd July 1978