www.afl.co.in Pvt Ltd mumbai Delhi : Customer Service Manager

[Admin]

AFL Private Limited (mumbai) Delhi : Regional Customer Service Manager

Website: http://www.afl.co.in

Keywords: Customer Service

Designation: Regional Customer Service Manager
Experience: 5 - 7 Years
Location: Delhi

Job Description:
o Ensuring that trace closure rate is within specified limits
o Monitoring the CS team for the region and ensuring any issue resolution
o Ensuring that product, process, and developmental training needs of customer service team are met with on time
o Ensuring periodic provision of process training updates to customer service team in case of changes in the processes
o Monitoring and handling customer issues as required for the region
o Ensuring any cross functional issues are dealt with and addressing customer service or delivery related issues
o Implementation of any corporate policies, processes, directions as required from time to time
o Ensuring that claims are settled for customers as required within preset limits
o Conducting customer visits periodically and helping achieve customer retention objectives
o Conducting customer satisfaction surveys as necessary
• Reviewing service levels for customers and action planning in case of any concern areas

Desired Candidate Profile:
Ability to do a SWOT analysis of the business
Develops realistic timelines, milestones and deliverables to address customer requirement
Delivering 100% closure in every transaction
Ability to communicate solutions, information, feedback to internal / external participants effectively
Ability to consider financial implications in each decision scenario
Ability to maintain and build relationships with vendors and partners

Company Profile:
AFL - Trusted To Deliver

Founded in 1945, AFL has been a pioneer and an acknowledged leader in the logistics and courier industry in India right from its inception. AFL's services include freight forwarding, customs clearance, distribution & warehousing, third party logistics and express courier.

Address:
AFL Private Limited (mumbai)
AFL HOUSE , 6TH Floor.Lok Bharati Complex ,
Marol Maroshi Road ,
Andheri (E)
Mumbai,Maharashtra,INDIA 400059

Email Address: smanerkar@afl.co.in

Telephone: 91-022-56463500

[sylvia]

RESUME



SYLVIA DUTTA CHOUDHURY
Date of Birth: 14th FEB, 1979
Permanent Address: Flat No- 312, Block D, 3rd Floor,
“Palms Enclave”, Beltola, Guwahati - 781028
E-mail: sylvia.choudhury@indiatimes.com
Tel. : +91-0361-2234891
Mobile: +91-9864019794 / 09854055316

OBJECTIVE

• To carve a niche for myself in the field of my work
• To take up challenging assignments and give my best to the work and subsequently to the company on the whole
• Ability to use a strong technical background to analyze complex processes develops innovative solution to meet the challenge.
• Strong communication and interpersonal skills: Skilled in building effective teams to maximize results.

WORK EXPERIENCE


Total Experience :- From JULY 2003- Till date

Current Experience:-

Organization: Reliance Telecom LTD, Guwahati.

Period: 24th March 2008 – Till Date

Job Title: Cluster CSD Head for Upper Assam.

Reporting Manager: CSD Head

Responsibilities: Presently entrusted with the profile of “Cluster CSD head of Upper Assam”.

` As a Team Leader (TL) of this Zone my responsibilities revolves around all the Customer Care related activities of my Zone:

• Managing Team of 136 channel partner’s staffs and 12 RTL employees.
• Responsible for the service quality at all service delivery Centres /Points of Upper Assam.
• Handle & supports Zonal Escalation Desk for handling VIP, Corporate, High end User customers through proactive contacts and handling written complaints effectively.
• Responsible for mobilizing the Retention and Collection team so as to achieve the monthly set targets. Also handling the Bill Delivery Process of the Cluster so as to minimize the BNR related issues.
• Strengthening the Churn (Surrender) Control Tools so as to control the Voluntary & Involuntary Churn and increase the contribution towards the Revenue generation.
• Also responsible for the New Acquisition of Corporate Accounts from the renowned Corporate Houses.
• Handle & Support in recruitment, performance monitoring and development of all Service Centers, Collection, Retention & Bill Delivery Agencies.
• Also responsible for the Adherence of Company laid Processes.
• Creating a Customer Sensitive and Service mindset in the Cluster.

OTHER WORK EXPERIENCE

Organization: Bharti Airtel LTD, Guwahati.

Period: 20th Oct 2005 – 14th March 2008

Job Title: Head - Customer Loyalty and Delight, NESA (North East States and Assam)

Reporting Manager: CSD Head

Responsibilities: Was Entrusted with the profile of “Head - Customer Loyalty and Delight , NESA”.

My responsibilities for the aforementioned profile were:

• Mentoring & monitoring a team of 7 Relationship Managers.
• Managing and Retaining Top end customers by innovative Loyalty addition Programmes as well as other specialized Value Added Services.
• It also entails partnering high profile Retail Store/Chain, etc in securing tie-ups for a win-win business advantage.
• Responsible for flaw less service to the top notch customer base.
• Giving training of the new process and policies implemented by Mobility Office to the team members.
• In-depth Knowledge of the product and prevailing schemes for the elite customers.
Additional Responsibility:

• Closing the Bill Delivery related Service Requests for the Lower Assam Zone within the SLA/TAT.
• Coordinating with the Zonal CSD Head for the process compliance and changes required.
• VAS activation and Unbarring of High Value customers as and when required.



Previous Assignment : -


Job Title : Zonal SPOC for the Airtel Relationship Centres (ARCs) of Upper Assam Zone from 20th OCT ‘05 to 21st JAN ’07 and of Lower Assam Zone from 22nd ‘07 to 30th Aug ‘07.


Reporting Manager : Zonal CSD Head.


Responsibilities : As an ARC Manager, my responsibilities were :

• Managing a team of around 45 members.
• Responsible for the service quality at all service delivery points of Upper and Lower Assam
• Providing Monthly On The Job Training (OJT) as well as conducting Job Knowledge Quiz (JKQ) of the Connect Staffs so as to enhance their Product knowledge, Computer Skills as well as Soft skills of customer handling.
• Monitoring the Daily Morning Hurdles of the ARC’s on 1 product & 1 process daily so as to refresh the staffs on the various Existing and New products & Processes.
• Generating Daily as well as Monthly Zonal reports and MIS to the Hierarchical Head at the Regional Office (Guwahati), comprising of the Total Walk-ins, Total resolutions provided and the Compliance %age of Company Processes.
• Support to external agencies for measuring customer satisfaction levels of town (e.g. Mystery shopping etc.)
• Strengthen the Churn Control tools to lessen the Voluntary Churn Cases.
• Has been a Pro-active member of the different successful launches at different towns of Upper Assam as well as NAGALAND.
• Giving Online solutions to the System Oriented requests of the customers through different Provisional activities in OM-BP as the Upper Assam Connects are not connected online.
• Regularizing the 100% capture of the customer interactions in the ECRM. Successful closing of the bill delivery– related Service Requests (SR) within the TAT.
• Responsible for the active Bucket collection of the ARCs.
• Handle & Support in recruitment, performance monitoring and development of all ARCs.
• Creating Customer Sensitive and Service mindset in the towns.









Organization: Vacation Club International Ltd.

Period: 22nd July 2003 – 30th September 2005.

Job Title: Assistant Manager, Sales.

Responsibilities :
• Entrusted with the responsibility to generate business for the company & also had to supervise and motivate the team working with me.
• Recruitment and Training of Holiday Consultants. Looking after the overall Sales of the Guwahati operations.
• Worked for the development of various schemes and schedules for effective planning and analysis for the organization.
• Generating weekly reports to the Regional office (Kolkata) as well as Head office (Bangalore).
• Responsible for Public relations as well as Administrative issues too. Also responsible for the after sales services.


PROFESSIONAL ACHIEVEMENTS

• Joined Vacation Club International Ltd. as an Executive- Holiday consultant but based on highest performance every month, got promoted to Asstt. Manager (Sales) with in a short span of Five months.
• Has received “Certificate of Excellence” for the Innovative Loyalty Programs for High Value Customers.
• Has been awarded the AIRTEL STAR AWARD for the flawless switch migration of Upper Assam.

TRAININGS UNDERTAKEN

• Has achieved White Belt in Six Sigma Certification.

• Has attended workshop on “WASP” by Sanjay Salooja.

• Has attended Workshop on “Presentation & Communication Skills” by Ronald Fernandes of Metamorphosis, Hyderabad fame..

PROFESSIONAL QUALIFICATION

• Pursuing Master of Business Administration from Sikkim Manipal University.

• Has done Post Graduation Diploma in Communication and Journalism from Gauhati University.
•
Year Of Completion : 2003.

• Certificate in web-Centric Curriculum from NIIT, Panbazar, Guwahati



ACADEMIC QUALIFICATION

• Bachelor of Science, Honours – Zoology from Gauhati University.
Year of Completion: 2001

• A.I.S.S.C.E from Kendriya Vidyalaya Maligaon, C.B.S.E Board
Year of Passing: 1997.

• High School from Kendriya Vidyalaya Maligaon, C.B.S.E Board.
Year of Passing: 1995

PERSONAL DETAILS

• Father’s Name : Sudip Dutta Choudhury.
• Sex : Female
• Nationality : Indian
• Languages Known : English, Hindi, Bangla, Assamese.
• Strengths : Self confidence, Positive attitude and the ability to work hard.


REFERENCE:

On Request.