AJAY KUMAR JAINMobile: 09871294770

E-Mail: ajay.jain7627@gmail.com

A dedicated analyst, proficient in running successful method-oriented operations & taking initiatives for customer experience / service delivery excellence through process improvement

~ Customer Experience Management ~ CSAT/ NPS Management~ Contact Centre OperationLocation preference: Delhi & NCR

PROFILE SNAPSHOT

Telecom professional with 13 years of experience in:

~Team Management ~Partner/Client Relationship Management ~Process Transitioning ~Customer Service Operations ~Customer Experience Management ~CSAT / NPS Management

A strategist cum implementer with recognized proficiency in spearheading call center operations with an aim to accomplish corporate plans and customer delight

Proficient in evaluating the data as per the client’s requirement and extending support to resolve the same while ensuring on quality & service delivery norms

Effectively contributed in enhancing organizational processes through initiatives geared towards heightening productivity & improving internal controls

Possess significant expertise in handling high value customers and working on behavior intelligence based model Actively nurtured and deepened strong rapport with key stakeholders / partners / vendors for successfully establishing

and running the operations Skilled in interfacing with clients to understand their requirements & suggesting most viable solutions while ensuring maximum

satisfaction levels Expertise in creating and sustaining dynamic environment that fosters development opportunities and motivates high

performance amongst team members An enterprising leader with dexterity in leading personnel towards accomplishment of common goals Project Management expert with multiple automations and transformation / transition projects handled and executed in

liaison with IT, CS and Technical teams

ORGANIZATIONAL EXPERIENCE

Since Aug’15 Tata Sky, Bangalore as Sr. Manager Business Excellence Transition and TransformationKey Result Areas: Spearheading inbound, outbound and non-voice Transition and Transformation initiatives and managing end to end

change management of PAN India operations. Responsible for smooth transformation and ensuring delivery during beta period with handover to operations at a desired

performance standard Responsible for end to end RFP process, partner selection and then transition and go live Cross functional liasoning with L&D, WFM, IT, SE, SO teams for timely migration

Sept’08 – July’15 Bharti Airtel Limited, Gurgaon as Senior Manager Key Result Areas: Spearheading inbound, outbound and non-voice Command Centre operations including real time management and

resource planning across mobility, fixed line and DTH operations Complete ownership of driving TRAI QOS across all LOBs PAN India for all partners Served as Head Platinum & High Value customer experience operations for North and East Inbound Centres with a span of

control ranging 400 – 600 agents. Direct responsibility of delivering on repeat and CSAT Responsible for effective planning to ensure adequate headcount available to handle desired volumes Overseeing complaint management, service recovery, collection, churn and up sell revenue generation Operationalizing E2E customer life cycle for high value segment ensuring superior customer experience Conceptualizing, developing and implementing collaborative initiatives, process changes, SOP redesign for significantly

enhancing customer experience Implementing customer behavior intelligence based service models for curing repeat and defect elimination Developing process changes for increasing online resolution of technical issues in Broadband / Fixed line Administering lead partner performance, audit transactions on compliance, review and driven corrective actions

Significant Accomplishments: Holds the merit of receiving:

o Gold Award for ensuring QOS delivery for all LOBs for first time in 2014o Silver Award for successful migration and setup of new Plat Centre at Mumbai (2012), received award for exceptional

contribution towards customer centricity, accredited with award for driving service recovery desk

Sept’06 – Sept’08 Sparsh BPO Services, Gurgaon (An Intelenet Company) as Manager OperationsTeam Size: 4 Assistant Managers with 24 Team Leaders and 1300 AgentsProcess Handled: GE SBI Insurance, GE SBI X Sell, Airtel Inbound for Landline Customers and Prospect Customers of NCR & North and Airtel Outbound for NCR and entire North Hub and Airtel Virtual Account Management Process.

Key Result Areas: Forecasted budget after including CSA / TL / seats requirement Accountable for Direct Profitability of the process while ensuring zero penalties Ensured:

o Adherence to Client SLA and responding to client requirementso 100% seat utilization for the process for billing purposeso Optimum manpower in place with appropriate buffers.

Significant Accomplishments: Successfully achieved top position across all vendors of GE across PAN India in December 2005 Played a key role in overachieving all the targets in GE SBI Insurance Hos Cash campaigns in 4 months Recognized for:

o Consistent and improved performance over the months has helped the company gather new process from GE in the form of Co Brand credit cards

o Effective process performance and handed over VAM in 2007o Performance in Airtel and was handed over the largest telecom process BSNL with a span of 1000 seats

Effectively reduced the hold time from 1 min 30 secs to less than 30 secs Played a key role in maintaining the process 100% compliant on all SLAs and avoided penalty within 1 month Holds the merit of receiving Leadership Excellence Award for 2006–2007 with the process receiving the Best Customer

Service Process in the company

PREVIOUS EXPERIENCE

Oct’05 – Sept’06 Teletech India, Gurgaon as Process Manager Operations

Process: Inbound Customer Care for M.P. & Chattisgarh, Rajasthan and UP East Airtel Postpaid. Managed all postpaid process running out of the facility and got promoted as program manager within 6 months due to complete turnaround of MP postpaid

May’04 – Oct’05 Bharti Televentures Ltd., Delhi as Team LeaderProcess: Inbound Customer Care for UP East Airtel Postpaid

Jul’02 – May’04 Ishiva Back Office Ltd., Gurgaon

Growth Path:Jul’02 – Jan ’03 Collection ExecutiveJan’03 – Oct’03 Collection Specialist Oct’03 – May’04 Team Leader

PROFESSIONAL QUALIFICATIONS

2007 PGDBA in Marketing from Symbiosis, Pune1998 B.Com. from Kanpur University

Other Courses: Centre for Development of Advanced Computing from ACTS – Bangalore Diploma in Software Development from NIIT, Kanpur in 2001

CERTIFICATION

Microsoft Certified Professional in Desktop Applications using Visual Basic 6.0

PERSONAL DETAILS

Date of Birth : 27 November 1976Languages Known : English & HindiAddress : MS11–503, Kendriya Vihar, Sector 56, Gurgaon – PIN, Haryana