1. AJAY KUMAR JAIN
Mobile: 09871294770
E-Mail: ajay.jain7627@gmail.com
A dedicated analyst, proficient in running successful method-oriented operations & taking initiatives for customer
experience / service delivery excellence through process improvement
~ Customer Experience Management ~ CSAT/ NPS Management~ Contact Centre Operation
Location preference: Delhi & NCR
PROFILE SNAPSHOT
Telecom professional with 13 years of experience in:
~Team Management ~Partner/Client Relationship Management ~Process Transitioning
~Customer Service Operations ~Customer Experience Management ~CSAT / NPS Management
• A strategist cum implementer with recognized proficiency in spearheading call center operations with an aim to
accomplish corporate plans and customer delight
• Proficient in evaluating the data as per the client’s requirement and extending support to resolve the same while ensuring
on quality & service delivery norms
• Effectively contributed in enhancing organizational processes through initiatives geared towards heightening productivity
& improving internal controls
• Possess significant expertise in handling high value customers and working on behavior intelligence based model
• Actively nurtured and deepened strong rapport with key stakeholders / partners / vendors for successfully establishing
and running the operations
• Skilled in interfacing with clients to understand their requirements & suggesting most viable solutions while ensuring maximum
satisfaction levels
• Expertise in creating and sustaining dynamic environment that fosters development opportunities and motivates high
performance amongst team members
• An enterprising leader with dexterity in leading personnel towards accomplishment of common goals
• Project Management expert with multiple automations and transformation / transition projects handled and executed in
liaison with IT, CS and Technical teams
ORGANIZATIONAL EXPERIENCE
Since Aug’15 Tata Sky, Bangalore as Sr. Manager Business Excellence Transition and Transformation
Key Result Areas:
• Spearheading inbound, outbound and non-voice Transition and Transformation initiatives and managing end to end
change management of PAN India operations.
• Responsible for smooth transformation and ensuring delivery during beta period with handover to operations at a desired
performance standard
• Responsible for end to end RFP process, partner selection and then transition and go live
• Cross functional liasoning with L&D, WFM, IT, SE, SO teams for timely migration
Sept’08 – July’15 Bharti Airtel Limited, Gurgaon as Senior Manager
Key Result Areas:
• Spearheading inbound, outbound and non-voice Command Centre operations including real time management and
resource planning across mobility, fixed line and DTH operations
• Complete ownership of driving TRAI QOS across all LOBs PAN India for all partners
• Served as Head Platinum & High Value customer experience operations for North and East Inbound Centres with a span of
control ranging 400 – 600 agents.
• Direct responsibility of delivering on repeat and CSAT
• Responsible for effective planning to ensure adequate headcount available to handle desired volumes
• Overseeing complaint management, service recovery, collection, churn and up sell revenue generation
• Operationalizing E2E customer life cycle for high value segment ensuring superior customer experience
• Conceptualizing, developing and implementing collaborative initiatives, process changes, SOP redesign for significantly
enhancing customer experience
• Implementing customer behavior intelligence based service models for curing repeat and defect elimination

2. • Developing process changes for increasing online resolution of technical issues in Broadband / Fixed line
• Administering lead partner performance, audit transactions on compliance, review and driven corrective actions
Significant Accomplishments:
• Holds the merit of receiving:
o Gold Award for ensuring QOS delivery for all LOBs for first time in 2014
o Silver Award for successful migration and setup of new Plat Centre at Mumbai (2012), received award for exceptional
contribution towards customer centricity, accredited with award for driving service recovery desk
Sept’06 – Sept’08 Sparsh BPO Services, Gurgaon (An Intelenet Company) as Manager Operations
Team Size: 4 Assistant Managers with 24 Team Leaders and 1300 Agents
Process Handled:
GE SBI Insurance, GE SBI X Sell, Airtel Inbound for Landline Customers and Prospect Customers of NCR & North and Airtel
Outbound for NCR and entire North Hub and Airtel Virtual Account Management Process.
Key Result Areas:
• Forecasted budget after including CSA / TL / seats requirement
• Accountable for Direct Profitability of the process while ensuring zero penalties
• Ensured:
o Adherence to Client SLA and responding to client requirements
o 100% seat utilization for the process for billing purposes
o Optimum manpower in place with appropriate buffers.
Significant Accomplishments:
• Successfully achieved top position across all vendors of GE across PAN India in December 2005
• Played a key role in overachieving all the targets in GE SBI Insurance Hos Cash campaigns in 4 months
• Recognized for:
o Consistent and improved performance over the months has helped the company gather new process from GE in the
form of Co Brand credit cards
o Effective process performance and handed over VAM in 2007
o Performance in Airtel and was handed over the largest telecom process BSNL with a span of 1000 seats
• Effectively reduced the hold time from 1 min 30 secs to less than 30 secs
• Played a key role in maintaining the process 100% compliant on all SLAs and avoided penalty within 1 month
• Holds the merit of receiving Leadership Excellence Award for 2006–2007 with the process receiving the Best Customer
Service Process in the company
PREVIOUS EXPERIENCE
Oct’05 – Sept’06 Teletech India, Gurgaon as Process Manager Operations
Process: Inbound Customer Care for M.P. & Chattisgarh, Rajasthan and UP East Airtel Postpaid. Managed all postpaid process
running out of the facility and got promoted as program manager within 6 months due to complete turnaround of MP postpaid
May’04 – Oct’05 Bharti Televentures Ltd., Delhi as Team Leader
Process: Inbound Customer Care for UP East Airtel Postpaid
Jul’02 – May’04 Ishiva Back Office Ltd., Gurgaon
Growth Path:
Jul’02 – Jan ’03 Collection Executive
Jan’03 – Oct’03 Collection Specialist
Oct’03 – May’04 Team Leader
PROFESSIONAL QUALIFICATIONS
2007 PGDBA in Marketing from Symbiosis, Pune
1998 B.Com. from Kanpur University
Other Courses:

3. • Centre for Development of Advanced Computing from ACTS – Bangalore
• Diploma in Software Development from NIIT, Kanpur in 2001
CERTIFICATION
• Microsoft Certified Professional in Desktop Applications using Visual Basic 6.0
PERSONAL DETAILS
Date of Birth : 27 November 1976
Languages Known : English & Hindi
Address : MS11–503, Kendriya Vihar, Sector 56, Gurgaon – PIN, Haryana