Application

Mayank from India applies for Blue Card Germany

Management and organization analysts

Personal data:

For personal data please contact us
with the following Applicants-ID: 8275

Profession:

Name of profession: Management and organization analysts Name of latest business sector: Telecom / Media Latest occupation/title: Manager Latest main activities: Customer Service, Retentions, Upsell and Churn management

Education:

Completed education: master Title or Qualification: MBA Specialisation: Marketing and Finance Additional trainings: Bachelor of engineering - Mechanical

Preferred countries:

1. Preferred country | region / city: Germany | 2. Preferred country | region / city: | 3. Preferred country | region / city: |

Language skills:

1. Language skills: english => excellent 2. Language skills: 3. Language skills: Hindi => well

Personal note /detailed application:

MBA Marketing (Minors – Finance) with 3.5+ yrs of experience in Strategy Planning, Program Management, Service Operations, NPD, Billing, Provisioning. ? Ability to lead and manage and transition teams, to deliver the company objectives ? Ability to organise information, communicate and present research findings in a clear and useful manner. ? A quick learner with the ability to work under pressure and meet deadlines. ? Capabilities in coordinating with internal/external customers for running successful business operations. ? Team player with strong analytical, problem solving abilities.

Joined Bharti Airtel Ltd. – June 2009 as part of the Young Leaders’ Program
? Worked across all Lines of Businesses (LoBs) Mobile, Data, fixed line and Digital TV.
Current Position: Program Manager – High Value Prepaid Retention, Mobility (Head Office), Bharti Airtel Ltd.
(Dec’12 – till date)
? Analysis of behavior for High value (ARPU Rs. 1000+) prepaid customers to decrease dormancy
? Profiling of the HV prepaid base to gauge insights into the reason for customers going into dormancy
? Identification of triggers to churn basis the data available with the internal customer service teams
? Managing teams across five national partners (Call Centers) to run campaigns on the identified base to increase retentions proactively
? Conceptualizing programs (Rural and Urban) for the circles to decrease prepaid churn
? Driving loyalty initiatives and programs for the High value customer base
? Coordinating with the Marketing team (U&R) for preparing best upsell plans and promotions for the High value customers

Manager – Customer Insights, Airtel digital TV (Head Office)
( Jul’11 – Dec’12)
? Analysis of Suspended customer behavior to increase efficacy of campaigns run to increase retention
? Identification of channels for bandwidth surrender from old satellite with minimum customer pain
? Competitive benchmarking across business and across industry to increase selfcare penetration and bring down CPC (CPC reduced from 0.73 to 0.54)
? Provide overall business Performance measurement and thereby acting as internal consultants, identifying key gaps, planning & executing fixes
? Closely coordinating with IT, Technical, Network, Service Experience, Customer Experience and Home Experience verticals to drive innovations and customer satisfaction.
? Tracking cross functional Field performance at a partner and a TSM level and designing internal campaigns around it for improving performance
? Action planning on the basis of the quarterly CSMM scores for improved customer satisfaction and creating a positive perception.
Business Analyst, Airtel Business Services, Telemedia (Head Office)
(Dec ’10 – Jul’11)
? Relooking at the business processes to ensure efficiency and prevent any possible reasons for revenue leakages
? Ensuring the smooth launch of MPLS for SMB market
? Developing and implementation of strategic projects
? Instrumental in identifying partner requirements for new partner on boarding as part of developing Indirect sales as a mature channel
? Increasing the penetration of Software as a Service (SaaS) in existing as well as new accounts through various marketing initiatives like contests for teams, knowledge sharing series, eDMs and Creatives for internal campaigns.
? Instrumental in designing a Data Engagement Program for increasing upselling, reducing churn and providing optimum bandwidth to all Lease Line customers which is now a National Best Practice
Asst. Manager - NPD/VAS and Billing QRC (Service Operations), Telemedia (North Hub)
(Jun’09 – Dec ‘10)
? Ensure correct and timely Resolution and reduction of Billing related complaints and queries for North Hub, Telemedia (SLA increased from 88% to 95%)
? Correction of issues causing the billing complaints in a proactive manner for the entire affected customer base
? Resolution of Post line activation provisioning requests for all range of telecom products like Analog, DSL, PRI, LL, ILL Wifi Hotspot etc.
? Developing processes for provisioning of new products
? Managing an in house team of 25 agents
? Pivotal in transitioning the team to a service partner (Hinduja GSL, Hyderabad)
? Managing the Vendor(FSL, Bhopal) for Billing Complaints

Project/Assignments:
? Ernst & Young (Transaction Advisory Services) – Gurgaon (2008)
? Project on Opportunity for M&A for Indian companies in the European Specialty Chemical market
? Punjab Tractors (Manufacturing and Assembly Line) – S.A.S Nagar (2007)
? Project on the Prevention of the early failures of Differential Assembly in the Swaraj 744 FE model
? Mercedez Benz (Passenger and Commercial Vehicles) – Sana’a, Republic of Yemen (2005)
? Implementation and training of the Star Diagnosis System
Achievements:
? Participated in Harvard Project for Asian and International Relations (HPAIR) Business Conference (2008) held at Kuala Lumpur, Malaysia.
? Winner, paper writing at PWC IIFT NASSCOM IT Symposium (2008).
? Winner, Robotics competitions conducted by IEEE 2004, ISTE 2004 and Revels’05.
? Winner, “All India Scholarship Competition” conducted by CWTI in 1998.
? Prizes in Technical writing, Dramatics, Debates and Dumb Charades
? Successfully Captained my house for two consecutive years in school
Skills:
? Oracle 11i
? Arbor Billing and Arbor Order Management modules
? ACE (Accelerated Customer Experience) flow
? BI, AQT and CLM Datamart
 

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