Nitin SinghE-Mail: nitinidea_234@yahoo.co.inPhone No.: +91 8558848926 and +91 9716199222

Seeking assignments in Retention / Complaint Management / RTO Management/ with a reputed organization

Profile Summary

Result focused and effectual leader with nearly 11 years of top-performing experience in the areas of:

Partner Governance & RTO Customer Service Team ManagementManagement Process Collection, Voluntary and Transition management Involuntary Churn.

Demonstrated proficiency in managing teams to work in sync with the corporate set parameters & motivating them for achieving business & individual goals.

Proficient in cementing healthy relationship with major partners & rendering effective service to end customers Proven expertise in ensuring the team to meet the business requirements in all the parameters, thereby providing

best result to the organization Recognized for innovative efforts in employee engagement, morale boosting and work culture improvement. Excellent communication & interpersonal skills with proven abilities in conducting various training sessions for

enhancing performance & quality of service. Respected and seen as a motivational, out of box thinking & lead by example manager, change agent and proponent of

empowerment and accountability

Work Experience

May’13 – Till Date “Agros Impex Pvt Ltd” and “FTA HSRP” a sister concern company of “FROST International” is the Country’s leading player for E-Governance based transport solutions like High Security Registration Plates.

Key Result Areas

Performing Business / Process integration activities as per central strategies. Responsible for planning, execution, establishment & operations of Ludhiana Zone which includes RTO (Regional

Transport Office) of Ludhiana, Barnala, Sangrur, Moga, Ferozpur and Faridkot districts of Punjab State. Earlier in Gujarat handling districts like Baroda, Godhara, Bharuch, Dahod and Rajpipla. Responsible for Building & maintaining healthy relations with RTO officer & RTO Inspector’s, Commissioner, District

Magistrate, and local Media personnel ensuring project satisfaction to them.

Managing a team of 70 company Onrolls employee across the zone including Service assurance manager, Technical support executive “TSE” & supervisor of each RTO.

Responsible for risk elimination i.e. plugging revenue leakage in the form of penalties from regulatory Term “Commissioner of Transport office ” due to noncompliance or as per agreement between company and govt of Punjab.

Overseeing operations and accountable for increasing profitability by avoiding rejections and wisely use of Large & small inventories thus responsible for profit & loss account of the service facilities and various cost heads such as tools, consumables, power, etc and analyze / make plans to control it

Deftly handling the activities related to Partner Management & Governance Setting out quality standards for various operational areas, ensuring a high-quality customer experience while

adhering to the SLAs and work processes. Mapping clients and processes, identifying improvement areas and implementing measures to maximize the customer

satisfaction levels Ensuring continuous interaction with the Automobile Dealer and Customer to make sure that area of concern can be

worked upon for improved service levels. Defining and implementing strategy, which reflects the business, needs, identifying newer markets, preparing roll out

plans and revenue generation. Resolving service operation related issues including controls, troubleshooting & feedback for improvement

Team Management Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and

meeting of individual & group targets. Creating and sustaining a dynamic environment that fosters development opportunities and motivates high

performance amongst Team members.

Conducting training programs to enhance the operational efficiencies of team members with focus on customer care aspect Successfully handled or led large partner team size in the organization

The Growth Path with Accomplishments

Nov’ 09 – Apr’13 Aircel Limited as “Assistant Manager” Customer Service Delivery- Delhi

Managing life cycle of Postpaid Customer of Delhi NCR and Haryana Circle Managing HNI Customer and take preventive measure for prospective churn and thus reduction in Churn Including

Monthly Win Back Programs. Managing TOP corporate accounts of Gurgaon, South Delhi and Faridabad Zone like Nokia Siemens, Huawei, Wipro,

GTL ltd, ZTE. Army & Para military organization like Manekshaw Centre, CRPF. Hospitals like Holy Family and other top corporate.

Enhancing and upgrading the High Net Worth relationships and Responsible to manage Blackberry churn of the circle.

Postpaid Churn Forecasting and control. Involved in the implementation of best practices/replications enhancing efficiency/customer delight, across the circle benchmarking with other operators and players of service industry

Customer satisfaction scores for Delhi telecom circle topped nationally across operators. Showroom experience also reached in top rungs during my stint.

Retention Lead for Delhi NCR Circle.

Vendor Manager:- Managing Outsourced retention and collection Call Centre. Analyzing usage or MOU of customer base eg local usage, NLD usage or Data usage and offer customer best

suitable plan. Accountable for Revenue and Usage enhancement of existing postpaid customer base, thru segmented products

and Plans.

Analyzing MOU Trend of customer, in case of downfall trend, arranges outcall to customer and resolves their issue on priority and thus preventing churn.

Day wise VLR tracking and monitoring Preparing a touch base of Postpaid Retained customer to keep them long in our network. Ensure given Retention and Collection target will be achieves as per SLA and thus enhances growth in the

category and to increase revenue share. Analyze data with Bucket Wise Out calling to existing subscribers to lay down churn. Information dissemination and handholding Knowledge skills to Retention and collection agency. Bucket movement and Decay analysis of usage base. Flashing Decay Reports, Product, Plan wise and take

corrective step to avoid prevent churn with Marketing Team.Accountable for customer communication & effectiveness through Touch Points, Contact Centre, IVR, SMS, OBD, Cell broadcast.

27 Mar’08 to 30 Oct’09 “Reliance Communication” Delhi Circle Region as Assistant Manager (RCOM)

Accountable for Revenue and Usage enhancement of existing Prepaid CDMA as well as GSM customer base, thru segmented products and campaigns.

Product planning, development and its penetration, in coordination with product campaign team at DAKC. Analyzing Revenue Earning Customer (REC) based on their MOU (OG>5 min, OG>10 min and IC +OG>20 min, 30

min) and Daily decremented of Re 1 from their current balance. Accountable for increase in Revenue of Life Time Customers not fulfilling criteria of Recharge of Rs 200 in last 6

months and preventing Active customers from going in to Grace. Regular analysis of zone wise sales to take corrective actions on products, increase numbers of revenue

enhancing products. Regularly liaison with the Business Managers to achieve business objectives Promoting newly launched Tariff Voucher on segmented base according to their MOU pattern & Recharge pattern

and its penetration thru Call Centre, OBD and SMS and prepare revenue report of it. Analyzing Recharge and Usage pattern of existing base in last 6 months for new promotions to counter

competitions. Analyze data with Bucket Wise Out calling to existing subscribers to increase revenue and active base. Accountable and Responsible for initiating Prepaid Retentions activities, preventive measure for prospective

grace subscriber and Reduction in Churn Including Monthly Win Back Programs. Providing REC, MOU report & data to our Hub Head, Circle CEO and respective department Heads.

Information dissemination and handholding Knowledge skills to Out Bound Call Centre.

Dec’04- Mar’08 Idea Mobile Communication Limited UP(W) as Executive with SDQ Function

Handling out Bound out Call Centre for Prepaid Revenue enhancement & Usage and Collection and Retention in

Postpaid and Responsible for timely and qualitative closure of prepaid complaints after co-ordination with various departments including IN, Service Operations and Sales team.

Leading a team of 1 Account manager 5 Team Leader and 70 calling Agent for Collection & Prepaid & Postpaid Retention.

Comprehensive data analysis of customer complaints and its correlation with promotional communication plan, and all the various platform of charging in prepaid.

Analysing the consumer behavior and their experience with various value-added services and recharge offers to improve customer satisfaction and reduce complaint-calls.

Establishing data management segment wise and Bucket Wise Out calling to existing subscribers to increase revenue

Achieving Revenue Target for existing & acquired REC Prepaid customer base. Ensure given Retention and Collection target will be achieves as per SLA and thus enhance growth in the category and

to increase revenue share. Out call Centre queries and bill delivery has resulted in increased customer satisfaction and reduction in operating

cost. Customized offerings of plans, product based on need and promotions to Large and Small Corporate. Competition mapping and analysis of market pulse to develop proactive strategies. Driving customer retention (Voluntary as well as Involuntary) for individual as well as Corporate Clients thru

implementation of retention strategies and retention tools.Data Management, Preparation of Daily, Monthly MIS Report and Dash Board & Status of out called subscriber.

Worked as GPRS Support executive.

Activation of various GPRS plan Through BSCS in Post paid Responsible for weekly audit and monthly reconciliation of Postpaid. Preparing prepaid & Post-paid GPRS related reports and MIS (Management Information System). Fetching daily reports of the subscribers of GPRS & resolving their problems within given TAT. Training of Call-Centre & Channel of UP West to handle customer queries & complaints related to GPRS at the

front-end

Education

M.B.A. in Marketing Management from Amity Noida, Uttar Pradesh. Bachelor of Science Mathmatics, Statistics and Economics

Personal Details

Date of Birth : 23rd February 1978

Marital Status : Married

Permanent Address : 234/1, Begum Bagh, Meerut-250001 (UP)