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- 1. Atinder Pal Singh SUMMARY 7 Year of Experience in Telecom 3 year in Marketing and 4 Years in CSD Service Marketing & Customer service, Currently designated as Deaupty Manager in Marketing handling Usage and Revenue Enhancement with Tata DOCOMO for Gujarat Circle based in Bhopal. Expertise in Revenue Enhancement/Planning, Churn Management, Back end campaigns, Product Innovation, Competition Track, Segmentation, Loyalty Programs, Call Centre, Complaint Management, Up selling, Retention and Service Marketing in the telecom industry. OBJECTIVE I look forward to build my career where I would leverage my abilities, interests and knowledge into a meaningful contribution towards meeting the organizational and personal goals. CURRENT JOB Presently working with Tata Teleservices in Marketing Usage and Revenue Enhancement with Tata DOCOMO for Gujarat & MPCG Circle based in Bhopal. WORK EXPERIENCE 7.2 Years of Work Experience in Telecom Industry. Tata Teleservices Ltd (Sept-13 Till Date) Designation : Deaupty Manager MPCG&GJ Marketing Usage & Revenue. Company Profile : Tata Teleservices is the leading Telecom Service Provider of India. Current Job Profile Taking care of Usage and Revenue enhancement of Prepaid Voice Customers. Revenue planning and forecasting based on current trends. Analysing the current revenue trend and executing plan of action for achieving revenue targets. Launching new products for existing customers that includes rate cutters, minute packs, topups in all segments (STD/Local)
- 2. Design and run retention campaign management, special segmented back-end campaigns for Churn management with special focus on high AON and HNI subs. Analyzing and developing plans to increase town wise SOGA. Achieve the targeted CMS and RMS. Increase in participation of Trade through trade engagement programs and innovative offers. Monitoring product performance and reduce risk of acquisition through maintaining the acquisition mix. Market analysis, understanding consumer behavior including competitive intelligence. Maximize tertiary revenue through acquisition of quality customer and reduction of zero usage customers. Driving key Business Performance Indicators like Decrement, ARPU, MoU, Recharging and REC and analyse call pattern analysis to conceptualize and implement offers to enhance revenue. Handling the communication and product promotion to new, existing and segmented base and Trade through: SMS / OBD Balance Pull Post and Pre Call Notification Post Recharge Notification (Customer & Trade) 2. Tata Teleservices Ltd (Feb-12 Sept-13) Designation : Assistant Manager MPCG&GJ -Call Center Operations, Complaint & Service Marketing. Company Profile : Tata Teleservices is the leading Telecom Service Provider of India. Job Profile:- Handling 3G and 2G Call Center Operations and customer service recovery for Prepaid and postpaid of MPCG and GJ circle. Managing Cost per REC for Call Center Operations and customer service recovery for Prepaid and postpaid of MPCG and GJ circle. Planning and forecasting of all Call Center and backend (SR+FTR) volumes. Service Marketing-Up selling of STV, GPRS, SMS and Minutes packs from Call Center to enhance revenue.
- 3. Service Marketing- Promotion of U&R products, Self Care USSD, IVR and SMS modes to enhance self care penetration. Responsible to reduce the CPC (cost per call), and CPS (complaint per subscriber at CC) by developing and promoting self care USSD and applications for the customers. Handling the escalation received at Appellate desk, through TRAI & DOT, Escalations received from top management for MPCG circle. SLA adherence to ensure that the complaints are resolved within defined SLA with quality resolution. Partner Management in day to day operations and Issue coordinating with IT, Network and Applications teams. Ensuring month on month improvement on Repeat Calls, Customer satisfaction & Call Quality parameters. Review on repeat calls and complaints and action to reduce the repeat calls and complaints. Review with top management to highlight the process gaps and the steps to be taken for process corrections. Quality and C-SAT Improvement towards customers experience at call center. 2. Tech Mahindra Ltd (Dec 06 Fen-12) Designation : Team Leader Company Profile : Tech Mahindra is the leading company in providing IT Solutions and Telecom Services. Handling a team of 43 associates in TATA DOCOMO. Responsible for the KPIs adherence and client interaction. To Achieve 96% SLA, 96% quality scores, Repeat < 1%, CSAT >85%. Have been assigned a team of 43 associates, of whom a monthly performance is prepared and individual targets are assigned depending on the age on network. Preparation of weekly team reviews. Performing live barging and giving instant feedback to the agents. Timely Follow up and online resolution of all Customer escalations. Conduction monthly training for all the executives in order to update them with new schemes and plans. Ensuring that all the team activities are accomplished in predefining service level agreement. Review on repeat calls and complaints and action to reduce the repeat calls and complaints.
- 4. Review with top management to highlight the process gaps and the steps to be taken for process corrections. Additional Responsibility SPOC for ID creations & deletions (CRM, Kennan, TIPPS, Eprocess and E-POS). SPOC for Behavior Trainings. SPOC for Transport Activities. Performance reviews and action on the decision taken in Reviews. 3. Nestor and Mianwal Network Pvt. Ltd. (Nov 05-Nov 06) Designation : Senior Customer Support Coordinator. Company Profile : Nestors and Mianwal Pvt Ltd is the brand name in providing Telecom and Outsource Services to Mobile Service Providers Bharti Communication Pvt. Ltd. JOB Profile Promoted to coordinator from Associate within 4 Months Handle the Call flow on 12 Value Added Services (Tel Services). Handling Escalation on Value Added Services Help Desk. Daily Maintain MIS Report for Review. Preparing Roster and availing Leaves to Team Members. Dealing with Airtel clients. To audit SR (Service Request) closed from our end whether the same has been properly provisioned in the system or not EDUCATIONAL QUALIFICATION COURSEWORK BOARD/INSTITUTE Percentage Bachelor Of Arts Kurukshetra University, Haryana 51% Senior Secondary CBSE 60% Matriculation CBSE 58% TRAINING & PROJECTS Re-ignite Training on Persnality development and skill enhancement by TTSL
- 5. Training on Leadership Skills conducted by Tech Mahindra Pvt Ltd. Network Analysis of Low Coverage Areas. Usage Analysis on Cloning of TATA CDMA mobiles in New Delhi and Andhra Pradesh. Customer Satisfaction Analysis on KASH Project of Tata Docomo. Repeat Analysis on Billing Complaints of CDMA Post Paid to enhance Billing FTRs. Contactibility Analysis on Docomo Complaints to improve Customer Satisfaction. CERTIFICATES AWARDED Awarded for Customer First Award by COO for first quarter 2012-2013. Awarded with Star Award for the Second quarter 2012-2013 Spotlight award for June, Aug and Dec month in 2013-14 Awarded for the Best Manager Award for third quarter (Oct to Dec) of 2009 by Tech Mahindra Pvt Ltd. Awarded for Star Team Leader Award for the month of August, 2009 by TTSL Awarded for Star Team Leader Award for the month of September, 2009 by TTSL Awarded for Star Team Leader Award for the month of July, 2009 by TTSL Awarded for Outstanding Performer by Tata Teleservices Pvt. Ltd. for the Month of July Awarded for Star Performer by Tech Mahindra Pvt. Ltd for Month of November. Awarded for the Best Performer for the month of June by Nestor and Mainwal Network Pvt. Ltd. . PERSONAL DETAILS FATHERS NAME Sr Bhupinder Singh DATE OF BIRTH 15 June, 1987. NATIONALITY Indian LANGUAGES KNOWN English, Hindi and Punjabi. MARITAL STATUS Single Contact Details 9039099310 Email Details atinder.singh87@yahoo.com & singh.atinder87@gmail.com