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  • 1. Ayan KarE-mail: ayan.kar@hotmail.com Phone: +919230509293 / +91-33-64588197Ayan is a highly motivated & experienced leader in Telecom & IT business operations. He has close to 17years’ experience in managing Customer Lifecycle with global blue chip organizations and bringsconsulting skills and domain expertise developed from having led numerous large business functions thathave resulted in increased bottom-line results, ranging up to INR 7.5m annualized cost savings andqualitative outcomes in productivity and efficiency. Along with managing various Post Sales field &backend service operations and client relationship roles, Ayan has also contributed significantly towardscustomer delight and reduction of customer churn under adverse business environment.He has managed various “Customer Engagement” initiatives for proactive understanding of customers’sentiments and implemented numerous process developments as part of customer experiencemanagement in the Telecom sector and is particularly successful when working with and gaining therespect of senior stakeholders within the organizations. Apart from developing operational businessexpertise in eCRM, SAP, Tallyman & Complex Billing he has also gained extensive experience inconsulting Bill customization (Application development, delivery & maintenance) and DocumentManagement Solutions with all major Telecom operators in India.Career HistoryPage 1
  • 2. Ayan KarE-mail: ayan.kar@hotmail.com Phone: +919230509293 / +91-33-64588197Tata Teleservices Limited – Regional Service Marketing Head Sep 2011 – to PresentAyan is currently leading service marketing function in enterprise business vertical of TataTeleservices PAN eastern India having subscriber base of nearly 0.2m with annualized billing ofINR 2000m. He is responsible for:CSAT– Ayan leads a team which ensures customer satisfaction of enterprise accounts byimplementing effective service processes across the region. He consults on eCRM systems foranalysis of customer experience parameters and facilitates process change. To develop CSATawareness at all functional levels, he has initiated VOC council with sponsorship of Topmanagement (up to RCOO level) enabling the organization to take real time decision in alignmentwith customer expectations.New Customer Experience: Ayan manages entire First Impression Processes for all customeracquisitions. As part of this responsibility he manages welcome call, first bill explanation, highvalue customer on boarding process. As part of CAF management he ensures DMS upload,indexing, storage and retrieval of application forms & documents.Dunning Reduction– Ayan is solely responsible for reduction of dunning instances by monitoringcustomers’ credit limit assignment & driving rationalization process using reports from BillingPlatform. He & his team also facilitate reduction of dunning instances by monitoring TSP ageing &close looping non payment issues. To strengthen the process, Ayan has created a supporthelpline for DCTs to facilitate closure of account specific issues and enhance overdue collectionfor reactivation of accounts.Account Relationship Management– Ayan drives customer engagement programs withobjective of proactive service assurance, Zero Usage reduction, setting up and maintaining aunified relationship framework for building customer satisfaction, engagement & brand loyalty. Aspart of this role he has implemented various customer loyalty programs by effective segmentationof customer profiles.Churn Reduction – Ayan is entirely responsible for reducing customer churn and he hassuccessfully restricted churn within 1.2% of monthly revenue. While managing churn he hascontributed towards key process improvement areas e.g. bulk cancellation workflow, ageing wisereactivation, alert on safe custody expiry etc. He has also successfully managed to protect themonthly revenue of INR 12m from existing PRI accounts as part of his client engagement role.In addition to the above responsibilities, Ayan was assigned a special project for facilitating servicecoverage for SME business of annualized billing worth value of INR 250m. Ayan was given theresponsibility when SME service support was a challenge & he immediately engaged with the business toemphasize the limitations of the existing structure and implemented business model for delivering entireL1 service lifecycle support which yielded significant reduction of SME customer churn.Page 2
  • 3. Ayan KarE-mail: ayan.kar@hotmail.com Phone: +919230509293 / +91-33-64588197Tata Teleservices Limited – Head Customer Care (Kolkata & WB) Dec 2007 – to Mar 2011Ayan previously lead customer care function in mobility business vertical of Tata Teleservicescomprising of retail subscriber base of nearly 1.5m with annualized post paid billing of INR 1100m& prepaid recharge INR 600m. Ayan had end to end following key responsibilities for creatingservice excellence infrastructure which he successfully delivered with annualized cost savingsworth INR 9m.Complaint & Query Resolution– Ayan managed end to end resolution of nearly 12K customers’complaints per month related to billing dispute, online & offline payments, dunning, VAS, balancededuction, device and network issues etc within SLA norms using eCRM workflows. Ayan wasbrought in when customer satisfaction was a challenge due to failing service and he wassuccessful in implementing effective service KPIs & infrastructure to bring up the SLA adherenceto >98% from <80% across all post paid segments within a demanding timeline. Monitoring of 2ndlevel SLA in service ticket workflow was the key process differentiator which Ayan & his teampracticed for streamlining the performance. As part of this role, he had also successfully managedmulti tier customer escalation systems according to TRAI guidelines for resolution of high levelescalated issues.Quality Frontend Development – Ayan was responsible to reduce customers’ unique & repeatcomplaints by increasing the FTR at TTL contact centres & retail chains. Complaint per subscriberwas reduced from >8% to <4.5% with significant improvement in FTR under his leadershipresulting into average annualized cost savings of INR 3m. He had also contributed towards menudesign, testing & implementation of Interactive Voice Response system supporting quickresolution of customers’ query. Ayan had also contributed significantly towards setting up photonexcellence centre & prepaid gold desk at TTL contact centre to introduce segment specific serviceapproach for TTL high value retail customers.Predictive Churn Management – Ayan had implemented a customer health check process whichhelped to arrest possible churn threats due to service issue proactively by using eCRM & billingreports. During mediation failure when photon customers’ were billed beyond their credit limit,Ayan had taken the lead role in driving PCM process & managed the crisis by restricting churnwithin 2.2% with annualized savings of estimated INR 7.5 m in waivers / adjustments posting.In addition to the above responsibilities, Ayan also handled telecom regulatory & had successfullyachieved QoS compliance targets in TRAI audit for mobility business.Awards & Recognitions in Tata Teleservices (the programmes in which Ayan was major stakeholder)• Recognition for achieving highest customer loyalty index PAN India in FY1112 CSMM survey.• Recorded lowest churn PAN India in FY1213 in enterprise business.• Six Sigma Green Belt Project award for reduction of calls per sub at prepaid call centre withannualized savings of > INR 6m• Lowest billing complaint for photon customers by bill explanation initiative post customizationof bill format.Reliance Communications Limited – Service Assurance Manager(WB) Aug 2007 – Nov 2007Ayan was responsible for streamlining post sales service support for RCOM wire line business havingproduct line of broadband, PRI, BRI etc. In his short tenure he had contributed towards field servicesupport restructuring and also deployed “Tech Check”, a cross functional customer engagement programfor enterprise customers.Page 3
  • 4. Ayan KarE-mail: ayan.kar@hotmail.com Phone: +919230509293 / +91-33-64588197Xerox India Limited – Post Sales Analyst (North & East India) Jan 2004 – Jul 2007Prior moving to Telecom, as Post Sales Analyst at Xerox Global Solutions group, Ayan was the keystakeholder in implementing and supporting onsite consulting / managed services projects in Telecom billcustomization, generation & printing for all the major operators across India viz. Airtel, BSNL, SpiceTelecom, Vodafone, Tata Teleservices and Reliance Telecom with annualized service revenue of INR175m. Easy Bill by Airtel was one of the major projects which Ayan handled having PAN Indiaimplementation with multilingual bill customization. He had also successfully implemented & supportedBSNL Billing & Printing project PAN east which yielded service revenue of INR 28m per annum.Apart from telecom, he had also delivered projects in banking (HDFC and CITI bank) on credit cardinvoicing, statements of accounts & MICR printing. During this tenure, he had gained extensive hands onexperience in Bill designing & Formatting Software ( Intelliprint, RiteprintPS, VIPP, Postscript), Bill PrintingSystems ( DP65, DP180 etc) and Enterprise content management solutions e.g. Xerox DocuShare.Xerox India Limited – Customer Support Engineer to Specialist Engineer Aug 1994 – Dec 2003As part of his career development in Xerox, Ayan progressed from field technical support to IT managedservice delivery gaining experience in data analysis, service assurance, quality tools and team leadership.As Specialist Engineer with Xerox Printing Solutions Group, Ayan was solely responsible for extending24X7 service support to all major telecom customers PAN Eastern India having annualized servicerevenue of INR 62m. During this period he had also successfully conducted service channel developmentprograms PAN east e.g. Digit for OSA, Field Accompaniment, Quality Audit and bottom 10% tech repadoption etc.Awards & Recognitions in Xerox India (the programmes in which Ayan was major stakeholder)• Award for best score in PSG CSAT Survey• Business Excellence award for successful implementation of service partner developmentprogram (Digit for OSA).• Recognition from Director of BSNL for exemplary service delivery for their billing system.Qualifications / Certifications• BE (Electrical), R.E.C Durgapur• TL 9000, Information Security Management & Business Continuity Management Certified• Six Sigma CertifiedIndustry Experience• Telecom• IT & Office AutomationSkills & Competencies• Customer Lifecycle Management• Account Relationship Management• Billing, Collection & Retention• Service Assurance• IT Consulting• Pre & Post Sales Technical SupportPage 4