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Vivek Hans is seeking a challenging position that allows for professional development. He has over 9 years of experience in customer life cycle management including service delivery, collections, retentions, billing, and complaint management for both retail and enterprise business at leading telecom companies. His experience includes working as a lead analyst at Colt Technology India Pvt. Ltd. since 2007 where he is responsible for billing and revenue assurance activities. Prior to this, he worked at Spectranet and Bharti TeleVentures in similar roles focused on billing, revenue assurance, and collections. Vivek holds an MBA in Finance and professional qualifications in computing.
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- 1. B –5/239-240, SECTOR-3 Rohini, New Delhi Mobile No. 9999106662 E-mail:- vivek.hans@gmail.com VIVEK HANS Career Objective To secure a challenging position that calls for full use and gives an opportunity for professional development. Career Summary 9 + years of experience in leading telecom/ISP companies with an in-depth exposure to customer life cycle management with processes like Service Delivery, Collections, Retentions, Billing & Complaints Management etc. for both Retail and Enterprise business Worked Experience December 2007 – till date Working with COLT TECNOLOGY INDIA PVT. LTD (City of London Telecom) Fidelity Group as Lead Analyst in Billing & Revenue Assurance Department. June 2006 – December 2007 Worked with Spectranet- A Division of Punj Lloyd as Executive in Billing and Revenue Assurance Department June 2004 – June 2006 Worked with Bharti TeleVentures Ltd. (Landline & Broadband Services), Okhla, New Delhi as Executive ( Retention Agency Manager) in Retention/Collection Department December 2007 – till date Colt technology India Pvt. Ltd. Area of Work – Billing and Revenue Assurance  Identifying errors in the billing of customer by regular reviewing for UK, Germany and Ireland customers  Reviewing the tariff rates and charges for calls in billing system.  Take corrective actions against customer’s billing related problems.  Manage internal audits and corrective actions and implementation of Audit remarks.  Pre invoice checks  Re-rating of all the calls of customer if he gets charged at wrong tariff.  Handling all types of tasks which at the end effects the customer.  Audit of RFI/ ITSR/ TOP 250 customers’ weekly basis.  Handling special customer of Austria Telecom to bill every month into kenan and generating invoices  Responsibility to update process document for 12 countries. 1
- 2.  Responsibility to do validate the tasks after taking action & maintaining the quality check gates.  Taking care of the Suppression / Un-Suppression of the customer for the all 13 countries, to avoid any wrong invoicing to customers. Reports  Daily/Weekly/Monthly Dashboard  KPI Report  VAT Audit  Credit log  System credits Achievements  Received Outstanding teamwork award for Q4-07 (4th Quarter 2007) .  Received Outstanding Shine Award individually for Q4-08 (4th Quarter 2008) .  Received Certificate of Excellence Award individually for the year of 2009.  Received Certificate of Innovation Award to sharing ideas for the year of 2010  Received Outstanding Shine Award individually for Q1-11 (1st Quarter 2011) .  Received Outstanding Shine Award individually for Q1-12 (1st Quarter 2012) .  Received Outstanding Shine Award individually for Q1-13 (1st Quarter 2012) . June 2006 – December 2007 Spectranet- A Division of Punj Lloyd Area of Work – Billing and Revenue Assurance  Responsible for post sale collections of payments from clients  Ensure all Revenue assurance Checks and control in place  Responsible for reducing outstanding and Monitor customer’s credit limit  Maintains MIS on daily basis as well as quarterly basis.  Pre invoice checks  To ensure commercial forms such as TDS certificates are collected on time  To reconcile customer accounts on regular basis to ensure no gaps  To maintain all required documents with regard to the audit process  To provide excellent customer service including basic account management of customer base and to work with the Branch Sales Heads across the country June 2004 – June 2006 Bharti TeleVentures Ltd Area of work – Retention/Collection  Taking care of First biller and Second biller (FBD & SBD) for Central Zone by coordinating with Sales department.  Supervision from Retention and Collection team  Coordination with agencies and giving resolution.  Giving training to field executives.  Working on escalation desks to provide the resolutions by keeping churn ratio low. 2
- 3.  Handling all queries regarding Airtel Services and preparing of daily MIS (Management Information System) Professional Qualification  Done MCP in Microsoft Windows 2000 Environment  Completed CIC (Certificate in Computing) IGNOU  Completed Six Months Web – Centric Computing from NIIT, Rohini  Completed 8 Months Software Programming Languages Programmes in C, C++, FoxPro from CCIT, Sameypur, Delhi Academic Qualification  Completed MBA in Finance from NIMS ( National Institute of Management Studies), Rajasthan University with 62.50%, 1st Division, Year 2014  Completed Diploma in Computer Science from Rohtak University.  Completed B.A (Pass.) from University of Delhi in year 2001 with IInd division  Completed Sr. Secondary (12th) from CBSE in year 1998 with IInd division  Completed Secondary (10th) from CBSE in year 1996 with IInd division Personal Details Father’s Name : Mr. B.K.Hans Date of Birth : July 17, 1980. Sex : Male Marital Status : Married Nationality : Indian Passport No. : H5059287 Language Known : English, Hindi Date: Place: (VIVEK HANS) 3