1. ABHILASH NAIR
Contact: 09535090389 ~ E-Mail: desire.abhilash@gmail.com
MIDDLE LEVEL ASSIGNMENTS
Relationship Management / Project Management
PROFESSIONAL ABRIDGEMENT
A competent professional with over 9 years of experience in Customer Support, Relationship
Management and Project Management. Presently associated with Intelenet Global Services, Bangalore
as Sr. Manager – Process Head
Adept in understanding customer’s problems with the system & providing right information and also handling
Escalations, mapping client’s, identifying improvement areas & implementing measures to maximize
satisfaction levels. Adroit in understanding client requirements, eliminating unnecessary procedures &
accordingly fine tuning the policies as per the new guidelines.
An excellent communicator with exceptional presentation & problem solving skills & abilities in forging business
partnerships in markets.
BUSINESS SKILLS
As Sr. Manager – Process Head
 Managing Call Centre team for Vodafone Process of 400+ members ( Mobile Services )
 End to end responsible for Centre business & Revenues.
 Manage resource & KPI’s ( Manpower planning & R&P management )
 Suggesting process corrections based on the customer VOC and feedback collated during defect elimination
sessions and focus group discussions.
 Monthly review meetings with Client
 Involved in developing and implementing new service initiatives and process reengineering in order to
significantly enhance the business performance and Customer experience
 Ensuring seamless coordination between Operations, Training, Quality & HR for overall Centre performance
As Operations Manager
 Managing Call Centre team for Airtel Titanium Process ( Broadband Services )
 Managing Billing & Manpower planning for the process.
 Driving & Monitoring key Qualitative Metrics – Repeat, Online Resolution for DSL ,Call Quality and overall
Customer handling
 Suggesting process corrections based on the customer VOC and feedback collated during defect elimination
sessions and focus group discussions.
 Involved actively in Hiring/Training/Nesting basis the guidelines set by Airtel, along with relevant
interventions.
 Managing employee and ensuring minimal attrition
 Monthly review meetings with Client
 Involved in developing and implementing new service initiatives and process reengineering in order to
significantly enhance the business performance and Customer experience
As Project Manager (Blackberry Support)
 Managing Call Centre and Field support team for Tata Blackberry Process PAN India
 Managing Billing & Manpower planning for the process.
 Ensure achievement of Client specified parameters of Service Level Agreements
 Develop and Manage Standard Operating Procedures as per internal Operations and Client specified
requirements
 Timely interaction with RIM on escalated cases and ensuring closure
 Documentation on products and developing teams knowledge base
 Certifying Engineers for updated articles and products & Carrying out Server Implementation activities
 Administration and management of Blackberry Enterprise Servers through L3 Escalated Support
 Manage activities of Field service engineers through SLA tracking and periodic reviews
 Monthly review meetings with Client
 Defining SLA standards based on the set criteria and reviewing them on timely basis with internal team

2. Relationship Management
 Ensuring end to end relationship management for all service related issues for mobility and fixed line for
assigned set of accounts (65 top revenue accounts).
 Setting up Service camps in assigned set of accounts to address customer pains and control churn
 Addressing network and connectivity issues for customers by coordinating with network team
 Ensuring implementation of new product lines in the assigned set of accounts as per customer requirement
 Supporting all after sales activities and ensuring proper process adoption.
 Ensuring minimal customer churn from assigned set of accounts & achieving CSAT scores
As a Data Specialist (South Hub)
 Handling South Hub ( AP, KK, TN & KL ) for all Technical concerns related to Data links
 Ensuring 98% uptime for Data links both managed and unmanaged
 Interacting with NOC for traffic rerouting/major technical issues of ILP/MPLS links
 Interacting with Field support team for copper/fiber cuts, MUX issues, last mile issues, customer end issues
etc. and ensuring timely resolution
 Identifying process gaps and giving timely updates to process owner on improvement.
 Giving timely updates to technical team on repeat complaints and reduction of complaints through analyzing
Data trend (fault reduction).
 3rd
level Escalation point for Data clients across South Hub and ensuring routing of cases to correct bin in
CRM for faster resolution
 Keeping Senior Management informed on all major outages which are business impacting
 Defining SLA standards based on the set criteria and reviewing them on timely basis with respective
stakeholders
 Timely updates to customers on band width up-gradation through team ensuring increase in Data revenue
 Working closely with Project team on new Data Link Implementation and giving timely updates on
implementation status to customer
 Giving timely updates to Data call centre on process gaps and ensure improvement
EMPLOYMENT CHRONICLE
Since Nov’15 with Intelenet Global Services, Bangalore
Nov’15 to till date Senior Manager – Process Head
Since Jan’14 with MphasiS Ltd., Bangalore
Jan’14 to Oct’15 Operations Manager (Broadband Support)
Since Oct’11 with Kochar Infotech Pvt. Ltd., Bangalore
Oct’11 to Dec’13 Project Manager (Blackberry Support )
Since Jun’11 with Trimax IT Infrastructure & Services Ltd., Bangalore
Jun’11 to Sep’11 Relationship Management & Service Delivery
Since Oct’06 with Bharti Airtel Limited, Bangalore
Oct’06 to Mar'09 Customer Relationship Manager (Enterprise Business)
Apr’09 to Sep’09 Account Service Manager (Telemedia Business)
Oct’09 to May’11 Data Specialist (Telemedia Business)

3. Accountabilities:
 Enhancing revenue through effective KPI management
 Ensure minimal attrition across all levels through effective people management
 Initiating close looping of all complaints raised in system (CRM), capturing the same at all touch points.
 Reviewing defined Cross functional Closure SLA’s in CRM, as per the Closure efficacy and industry
benchmarks determined.
 Minimizing variances in SLA achievements across Circles.
 Improving the customer handling process and enhancing the procedures.
 Developing and managing systems and processes to support and facilitate complaint handling and customer
feedback.
 Managing Key Enterprise Accounts and generating additional revenues through value added services.
 Coordinating with different factories for ensuring customer satisfaction in the assigned set of accounts.
 Handling all the voice streams of communication for key accounts.
 Gaining cross-functional vertical exposures.
 Making detailed management reports as and when required by the CSM vertical and acting as the customers
interface for all the major projects starting from the designing phase.
 Ensuring process and product adaptation for better services.
 Providing feedback of customer expectations to the respective process owners.
 Arranging for all after sales support activities and developing trusted collaborative relationship with clients.
 Handling all critical escalations on data products and ensuring a proper closure across Hub.
 Communicating status of Project Implementation to customers including timelines.
 Developing strategic and tactical account plans for each assigned customer or prospects.
Notable Credits
 Improved quality ratings from approximately 65% to 90% by creating a standardized quality assurance
form and new hire training program with aligned objectives
 Delivered a 30% reduction in repeat calls by increasing quality of call standards and focusing on first-call
resolutions
 Awarded Role Model Manager for 3 consecutive quarters during my tenure with Mphasis
 Ensuring Blackberry SLA for Call Centre, Field Support and Quality metrics above 90% ensuring maximum
billing
 Ensured successful transition of Idea Blackberry business during my tenure with Kochar
 Handling team of 30 members (PAN India) for Blackberry Project along with additional responsibility of 32
Vodafone GPRS engineers PAN India
 Interim handled Training Manager profile for a period of 4 months as a support to the existing training team
 Handled Idea L2 GPRS Desk as Operations Manager for all south circles except TN for 3 months
 Developed and implemented Knowmax 4 content on Blackberry for Tata and all other internal processes of
Kochar
 Ensured 95% SL for Data Complaint closure across South Hub
 Ensuring service recovery through Health check activity for all Data link customers thereby reducing Repeat
% and improving CSAT
 Accoladed with an award of excellence for exceptional contribution in reduction of Data fault rate for lease
lines
 Instrumental in setting up Data Call Centre at Wipro ( Delhi ) for Bharti Airtel
 Successfully executed a Yellow Belt Six Sigma Project for Karnataka Circle on Wrong Segmentation and
Rectification which was recognized as one among the Top 5
 Bagged a Certificate of Excellence acknowledging and appreciating the exemplary contribution made in
the field of Customer Support for ’07 to ‘08 during tenure of service in Bharti Airtel Limited.
SCHOLASTICS
 Pursuing MBA (Marketing) from Symbiosis.
 Bachelor of Engineering (Electrical & Electronics) from Ghousia College of Engineering, Bangalore.
Secured in 2006.

4. PERSONAL DOSSIER
Date of Birth : 19th
January 1983
Present Address : A-404, Nagarjuna Premier, opp. ICICI Bank, 6th
Phase, JP Nagar, Bangalore.
PIN-560078
Permanent Address : 59/A, Satyan Roy Road, Behala, Kolkata - 700034
Languages Known : English, Malayalam, Tamil, Hindi and Bengali.
Location Preference : Anywhere in India