Nandan Babu
Address: EWS – II - 18, MCH Colony, East Parsigutta, Hyderabad – 500020
Contact No: +91-9399399266, +91-9912...
APR ‘06 – JAN ‘12
Customer Interface Group Head (AP Hub)
 Heading the CIG f...
Page 3
 Key Attainments:
o South Topper in the first month of Inbound Operations
o Zero % of the team members were in ...
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Nandan Babu - Updated

Published on: Mar 3, 2016

Transcripts - Nandan Babu - Updated

  • 1. Nandan Babu Address: EWS – II - 18, MCH Colony, East Parsigutta, Hyderabad – 500020 Contact No: +91-9399399266, +91-9912162683; Email ID:; Skype Id: nandan.babu1 CUSTOMER SERVICE OPERATIONS - TELECOM EXECUTIVE SUMMARY Accomplished and business savvy management professional with overall 18 years’ of experience in telecom, office automation, BPO, customer service and sales. Delivering optimal results & business value in high-growth environments in business operations. Possess expertise in developing new/emerging business, re-engineering operations, innovation management, change management, team building & motivation. Charismatic executive leader with outstanding record of implementing turnarounds, improving gross profits and developing service professionals. Proficient in streamlining business operations while serving as catalyst for growth & expansion and quickly restoring forward momentum & generating revenue. Holds distinction in generating incremental revenue by creating opportunities through service. Functional prudence in strategy development & implementation and executing business plans for a life cycle of a customer base across the hub. Ability to align business activities to the vision & strategy of the organization by improving internal, external communications and establishing strategic direction. EXPERTISE Customer Service Delivery ~ Contact Centre Operations ~ Critical Complaint Handling ~ Escalation Management ~ Channel Development & Management ~ Business Start up & Turnaround ~ Key Account Management ~ After Sales Service ~ Relationship Management ~ Corporate Communication ~ Training & Mentoring PROFESSIONAL EXPERIENCE For RELIANCE COMMUNICATIONS LIMITED SINCE JAN 2012 Sr Manager – Customer Service Operations (Vertex Customer Solutions Pvt Ltd)  Managing the entire gamut of activities related to the company’s vision, values and strategy; ensuring revenue generation and enhance market share for the client.  Responsible for complete Reliance process for AP. Inbound (South) and Outbound processes which include CDMA/GSM Postpaid, Prepaid, Dealer Desk & Reliance Digital TV processes.  Leading and handling a team of 400 Associates, 22 Team Leaders, 6 Asst Managers and 2 Operation Managers while effectively managing screening, short listing, appointing and monitoring of CRE’s and Supervisory staff.  Planning & executing workable strategies which result in enhancing revenue and formulating policies, exploring and monitoring trends to identify fresh opportunities to reduce the overall cost by increasing the efficiency. Page 1  Key attainments: o Consistently meeting the ISAT target for 2 years o Best circle in overall performance for channel helpdesk, Postpaid & Prepaid HNI desk consistently for 4 quarters. o Formulated incentive & compensation for the CRE’s and TL/AM’s. o Among top for achieving and exceeding productivity and targets unswervingly. o Recognized and appreciated as Best Performance in OB Collection & MNP Calling process.
  • 2. RELIANCE COMMUNICATIONS LIMITED, Hyderabad APR ‘06 – JAN ‘12 Customer Interface Group Head (AP Hub)  Heading the CIG function for AP Hub handling both CDMA & GSM. Designated Nodal Officer for the Page 2 Hub.  Functions under CIG: Query Resolution Cell, Nodal Desk, Training, Call center Operations (Inbound/Outbound), Retail Operations & Handset After sales service  Responsible to strengthen the customer facing units across 2 Circles (Hyderabad & Vishakapatnam) comprising of 5 Clusters.  Enhance customer experience through all the touch points (Stores & call center)  Recruitment, Training & Reviewing of agents at the customer facing units (Retail stores in all the 5 clusters)  Team size of 8 at Hub & 5 at Cluster level functionally reporting directly. Total team of 10 at clusters indirectly reporting.  Responsible to ensure all Critical issues received at Nodal desk are resolved within defined SLA.  Escalation management of all customer issues at Hub/Circle/Cluster levels  Responsible for setting up support center for the Hub to serve the Channel operations.  Responsible for complaint resolution within SLA and ensuring quality of resolution on the Service Requests.  Responsible to reduce customer churn due to service related issues.  Reviewing performance of call centers with 400 agents in Inbound & 75 agents in outbound call center. Revenue enhancement drive through Upselling & cross selling both at Inbound & Outbound centers.  Periodic planning on the number of agents required based on the call projections for both Inbound & Outbound call center operations  Providing inputs to various process owners based on complaints for reducing the errors and process correction.  Interface with all telecom operators for Mobile Number Portability complaints  Vendor Management for smooth functioning of outsourced activity.  Responsible for ensuring awareness & implementation of Service Assurance across Touch Points + Dependency teams of Customer Service Deliveries  Responsible for ALL error eradication & for Inculcating Customer Centric Products, Pricing & Processes.  Accountable for 100% Service Guarantees based on prescribed TAT & SLA’s  Ensure periodic process reviews for improvements based on the audits / feedback / learning’s of each Qtr.  Reduction of Voluntary & Involuntary churn  Customer and Channel communication RELIANCE BPO PVT LTD, MUMBAI/CHENNAI APR ‘03 – APR ‘06 Asst Manager - Training  Established a team for network back office operations to resolve customer issues .  Responsible for interacting with the National Network Operations Center (NNOC) for getting resolutions and fault reporting.  SLA management, Call/Queue management, MIS generation and training to FO CRE’s.  Maintain the quality of resolutions provided both through Front office & Back office operations.  Meeting SL, Abandon, Quality, ISAT & FTR targets every month.  Successfully developed an incentive scheme and periodic contests for TLs & CRE’s and ensured appropriate results  Inchange of Recruitment & Technical Training for the entire center.
  • 3. Page 3  Key Attainments: o South Topper in the first month of Inbound Operations o Zero % of the team members were in PIP o Zero % attrition in the team for nearly 7 months o Reduced the training failures & increased the recruitment & training efficiency o Developed an online test portal for Internal use HCL BPO (SM Cyber Services Pvt Ltd), Hyderabad NOV ‘01 – APR ‘03 Manager - Operations  The company is tied up with Stratasoft - USA for its call center operations catering. Job responsibility mainly includes managing a team of 60 ITME’s, motivating them to reap maximum productivity and to attain the required SPH. Interacting directly both with the US clients and ensure all the objectives and targets are met.  Handled 3 projects with a team size of 20 each in each project and 3 Team Leaders directly reporting to me.  Key Attainments: o Received the Consistent Performer award for two quarters. o Best Team award consistently for 4 months. PAST EXPERIENCE HITEC INFOSOL LIMITED (Model Group), Hyderabad JAN ‘98 – NOV ‘01 Asst. Manager – Direct Sales/Indirect sales TATA CELLULAR LIMITED (Through Alfa & Alfa Pvt Ltd), Hyderabad/Vishakapatnam SEP ‘96 – JAN ‘98 Business Manager – Direct Sales KEY PROJECCTS  Customer Care and Complaints Monitoring.  Reduction of repeat calls at contact center.  Increase efficiency of resolutions at Retails stores and reduction of errors during acquisition process.  Employee Attendance / Leave Monitoring and Payroll Processing EDUCATION  Masters in Business Management (Marketing), Osmania University, Hyderabad (2002).  Post Graduate Diploma in Industrial Relations & Personnel Management, Badruka College, Hyderabad (1996)  Post-Graduate Diploma in Computer Programming, SIMCO, Hyderabad (1994)  Bachelor in Science (MPC), Andhra Loyola College, Nagarjuna University (1992). Date of Birth: 10th Aug 1972. Languages known: English, Hindi and Telugu. Nationality: Indian References: Available on Request LinkedIn Location Preference: No Constrain

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