1. Ayan Kar
E-mail: ayan.kar@hotmail.com Phone: +919230509293 / +91-33-64588197
Ayan is a highly motivated & experienced leader in Telecom & IT business operations. He has close to 17
years’ experience in managing Customer Lifecycle with global blue chip organizations and brings
consulting skills and domain expertise developed from having led numerous large business functions that
have resulted in increased bottom-line results, ranging up to INR 7.5m annualized cost savings and
qualitative outcomes in productivity and efficiency. Along with managing various Post Sales field &
backend service operations and client relationship roles, Ayan has also contributed significantly towards
customer 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 experience
management in the Telecom sector and is particularly successful when working with and gaining the
respect of senior stakeholders within the organizations. Apart from developing operational business
expertise in eCRM, SAP, Tallyman & Complex Billing he has also gained extensive experience in
consulting Bill customization (Application development, delivery & maintenance) and Document
Management Solutions with all major Telecom operators in India.
Career History
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2. Ayan Kar
E-mail: ayan.kar@hotmail.com Phone: +919230509293 / +91-33-64588197
Tata Teleservices Limited – Regional Service Marketing Head Sep 2011 – to Present
Ayan is currently leading service marketing function in enterprise business vertical of Tata
Teleservices PAN eastern India having subscriber base of nearly 0.2m with annualized billing of
INR 2000m. He is responsible for:
CSAT– Ayan leads a team which ensures customer satisfaction of enterprise accounts by
implementing effective service processes across the region. He consults on eCRM systems for
analysis of customer experience parameters and facilitates process change. To develop CSAT
awareness at all functional levels, he has initiated VOC council with sponsorship of Top
management (up to RCOO level) enabling the organization to take real time decision in alignment
with customer expectations.
New Customer Experience: Ayan manages entire First Impression Processes for all customer
acquisitions. As part of this responsibility he manages welcome call, first bill explanation, high
value 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 monitoring
customers’ credit limit assignment & driving rationalization process using reports from Billing
Platform. 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 support
helpline for DCTs to facilitate closure of account specific issues and enhance overdue collection
for reactivation of accounts.
Account Relationship Management– Ayan drives customer engagement programs with
objective of proactive service assurance, Zero Usage reduction, setting up and maintaining a
unified relationship framework for building customer satisfaction, engagement & brand loyalty. As
part of this role he has implemented various customer loyalty programs by effective segmentation
of customer profiles.
Churn Reduction – Ayan is entirely responsible for reducing customer churn and he has
successfully restricted churn within 1.2% of monthly revenue. While managing churn he has
contributed towards key process improvement areas e.g. bulk cancellation workflow, ageing wise
reactivation, alert on safe custody expiry etc. He has also successfully managed to protect the
monthly 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 service
coverage for SME business of annualized billing worth value of INR 250m. Ayan was given the
responsibility when SME service support was a challenge & he immediately engaged with the business to
emphasize the limitations of the existing structure and implemented business model for delivering entire
L1 service lifecycle support which yielded significant reduction of SME customer churn.
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3. Ayan Kar
E-mail: ayan.kar@hotmail.com Phone: +919230509293 / +91-33-64588197
Tata Teleservices Limited – Head Customer Care (Kolkata & WB) Dec 2007 – to Mar 2011
Ayan previously lead customer care function in mobility business vertical of Tata Teleservices
comprising 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 creating
service excellence infrastructure which he successfully delivered with annualized cost savings
worth 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, balance
deduction, device and network issues etc within SLA norms using eCRM workflows. Ayan was
brought in when customer satisfaction was a challenge due to failing service and he was
successful in implementing effective service KPIs & infrastructure to bring up the SLA adherence
to >98% from <80% across all post paid segments within a demanding timeline. Monitoring of 2nd
level SLA in service ticket workflow was the key process differentiator which Ayan & his team
practiced for streamlining the performance. As part of this role, he had also successfully managed
multi tier customer escalation systems according to TRAI guidelines for resolution of high level
escalated issues.
Quality Frontend Development – Ayan was responsible to reduce customers’ unique & repeat
complaints by increasing the FTR at TTL contact centres & retail chains. Complaint per subscriber
was reduced from >8% to <4.5% with significant improvement in FTR under his leadership
resulting into average annualized cost savings of INR 3m. He had also contributed towards menu
design, testing & implementation of Interactive Voice Response system supporting quick
resolution of customers’ query. Ayan had also contributed significantly towards setting up photon
excellence centre & prepaid gold desk at TTL contact centre to introduce segment specific service
approach for TTL high value retail customers.
Predictive Churn Management – Ayan had implemented a customer health check process which
helped to arrest possible churn threats due to service issue proactively by using eCRM & billing
reports. 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 churn
within 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 successfully
achieved 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 with
annualized savings of > INR 6m
• Lowest billing complaint for photon customers by bill explanation initiative post customization
of bill format.
Reliance Communications Limited – Service Assurance Manager(WB) Aug 2007 – Nov 2007
Ayan was responsible for streamlining post sales service support for RCOM wire line business having
product line of broadband, PRI, BRI etc. In his short tenure he had contributed towards field service
support restructuring and also deployed “Tech Check”, a cross functional customer engagement program
for enterprise customers.
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4. Ayan Kar
E-mail: ayan.kar@hotmail.com Phone: +919230509293 / +91-33-64588197
Xerox India Limited – Post Sales Analyst (North & East India) Jan 2004 – Jul 2007
Prior moving to Telecom, as Post Sales Analyst at Xerox Global Solutions group, Ayan was the key
stakeholder in implementing and supporting onsite consulting / managed services projects in Telecom bill
customization, generation & printing for all the major operators across India viz. Airtel, BSNL, Spice
Telecom, Vodafone, Tata Teleservices and Reliance Telecom with annualized service revenue of INR
175m. Easy Bill by Airtel was one of the major projects which Ayan handled having PAN India
implementation with multilingual bill customization. He had also successfully implemented & supported
BSNL 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 card
invoicing, statements of accounts & MICR printing. During this tenure, he had gained extensive hands on
experience in Bill designing & Formatting Software ( Intelliprint, RiteprintPS, VIPP, Postscript), Bill Printing
Systems ( DP65, DP180 etc) and Enterprise content management solutions e.g. Xerox DocuShare.
Xerox India Limited – Customer Support Engineer to Specialist Engineer Aug 1994 – Dec 2003
As part of his career development in Xerox, Ayan progressed from field technical support to IT managed
service 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 extending
24X7 service support to all major telecom customers PAN Eastern India having annualized service
revenue of INR 62m. During this period he had also successfully conducted service channel development
programs PAN east e.g. Digit for OSA, Field Accompaniment, Quality Audit and bottom 10% tech rep
adoption 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 development
program (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 Certified
Industry Experience
• Telecom
• IT & Office Automation
Skills & Competencies
• Customer Lifecycle Management
• Account Relationship Management
• Billing, Collection & Retention
• Service Assurance
• IT Consulting
• Pre & Post Sales Technical Support
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