• Somava M
  • Call Center Staff, Customer Service Officer
  • Last/current workplace: Vodafone East Limited
  • 40 years old from Adelaide, SA

Introduction

Hello, I have been associated with Vodafone Kolkata, India as Assistant Manager, Customer Service from Sep 2007 on direct company pay roll. My last working day with Vodafone Kolkata was on 2/1/2015 and the reason to resign from the company, after working for 7.4 years was completely personal & due to a decision to relocate outside India. After a long wait, my family& I have received the Permanent Visa to South Australia (Adelaide) & accordingly we have moved to Adelaide on 31/1/2015. In this long tenure with Vodafone, from Sept 2007, I have always been commended for my customer service skills, performance, reliability and trustworthiness. I always had a passion for service & have always believed in achieving the targets by leading my team in high demand situations & exigencies. I was handling a team of 17 pay roll & associate team members in Vodafone. Looking at my expertise& achievements in the last 7.4 years at Vodafone, do let me know if I have any luck to join a good company/corporate in customer service. Looking forward to a positive response.

Employment History

  • logo

    Vodafone East Limited

    • Sep 2007 - Jan 2015
    Vodafone East Limited, Kolkata, West Bengal 4th September 2007 - 2nd January 2015 Assistant Manager, Customer Service Significant Achievements at Vodafone ? Earned a 5/5 rating in the last appraisal for the year 2013 to 14 for exceptional contribution to the company ? Won several awards in Vodafone, like Mega star award in 2008 & 2013 ? Ignite awards for performance in Customer Service Group twice ? Nominated to be a part of the vibrated group in Customer Service known as "Navakirti" (most innovative team) selected by VP, Customer Service Job Content Resigned as an Assistant Manager and was handling a team of 15 on role manpower at the escalation desk of Vodafone known as Fasttrack which handles Nodal, Appellate, TRAI, Consumer Forum, Legal/Complaint letters, Fast Track India e-mails. Additionally, also in charge of Regulatory Desk of Customer Service which includes TRAI Billing & Metering Credibility, DND (Do not disturb) process, Regulatory Activities, reports & Customer Advisory Group workshop: 100% adherence As per TRAI norm. Other responsibilities in the team include monitoring of online grievance management (Enquiry/request & complaint received at social blog site), Centralized back office Written communication monitoring, Fax/Letter desk & Welcome Letter Delivery (1st letter which is sent to a postpaid customer with the details of tariff plan). The Fasttrack desk is the highest level of escalation for a customer at Vodafone. The job responsibilities was as follows: 1) TAT (turnaround time) Adherence at escalation desk Closure of 90%Appellate cases (2nd escalation level) within 4hrs Closure of 90% Nodal cases (1st escalation level) within 24 hrs 2) Priority handling of cases at 50% less TAT. 1st Priority - Senior Management escalation cases/TRAI/DOT/NCH/Consumer Forum; 2nd Priority - Appellate 3rd Priority - Repeat Complaints 4th Priority - Nodal 3) Quality - External Quality monitored by external agency >=95% 4) Reduction of complaints by 5% per month through identification of process gaps & plugging them. 5) Repeat <1% (On the type of issue & MSISDN) 6) Monitoring of Nodal & Appellate Calls and ensuring complete closure with defined Quality score 7) MIS maintenance and report sharing within defined timelines 8) Team motivation, feedback sharing, performance documentation and Development. 9) Root Cause Analysis/E2PA of all the top burning issues, gap identification, closure in coordination with cross functional team 10) Process improvement implementation self and in coordination - min 2 to 3 per month 11) Replication of best practices from other circles within India 12) Handling escalated customer walk ins & customer visits for critical escalations 13) Developing and reviewing guidelines, concerning customer relations ensuring operational efficiency 14) Assisting in new recruitments for the desk in case of attrition 15) Managing, motivating and developing staff providing customer services & grooming of the team 16) Handled and conducted CAG- Customer Advisory Group workshop in presence of TRAI members. ? Prior to that, in June 2011 took charge of the entire written communication team which included- 1. Customer emails from consumer and Small & medium enterprise at Vodafone Care 2. Customer letters & fax 3. Online Grievance Management (customer QRC on social blog site) 4. Netcruise related complaints/request/queries(data card in collaboration with MTS) 5. Welcome letter delivery-the letter which goes to entire postpaid customer base on taking a Vodafone postpaid connection 6. Customer document upload in file net ? Earlier, in June 2010, moved to the role of Supervisor in Vodafone Care handling a team of 9 associates. Along with handling the team, provided resolution of critical service issues within committed and steep turnaround time. ? In 2009 promoted to Senior Executive, moved to Vodafone Care written communication team (dealing with postpaid and prepaid individual customers). Handling all critical escalations. ? In 2007, joined in Corporate Care written communication team (dealing with Vodafone Global enterprises, Vodafone National accounts & corporate local accounts). Handled customer emails with regards to their queries, requests & complaints. Handled various kinds of escalations in the team.
  • Bharti Airtel Ltd Bangalore

    • Jan 2005 - Apr 2007
    Bharti Airtel Ltd Bangalore, Karnataka Executive- January 2005 till April 2007 Significant Achievements at Airtel ? Won the award for best employee of the month and year in Bharti Airtel Ltd- ? Awarded the top gun award ? Several awards for monthly performance called "Star Of the Month" ? Several certificates & letters of appreciation received from Senior Management including Mr. Manoj Kohli, CEO & joint Managing Director at Bharti Airtel Ltd. ? Letter of appreciation also sent to immediate family members for my performance. Job Content ? Joined Bharti on Jan 31st 2005 in Corporate Call Centre-handling calls from all Corporate Segments including Airtel Enterprise ? In February 2006, moved to Query Resolution team, known as "QRT" purely due to performance. Handled customer escalations in the form of mails and letters.
  • Magus Customer Dialog-call centre

    • May 2004 - Dec 2004
    Magus Customer Dialog-call centre Executive- May 2004 till December 2004 Job Content ? Handled inbound calls from Airtel prepaid customers.
  • Ogilvy One Worldwide

    • Mar 2002 - Feb 2004
    Ogilvy One Worldwide Associate- March 2002 till February 2004 Job Content ? Handling various calling projects, for various multinational brands, like Aviva Life Insurance, Hutch (then called), Nestle etc

Skills

  • Inbound Call Centre
  • Staff Management and Supervising
  • Telemarketing
  • Communication Skills
  • Other
  • Customer Service

Education History

  • South City College

    • Ended Jan 2000
    Name of Institution Qualification Year South City College Bachelor of Commerce (Accountancy Hons) 2000