1. Mehul Parmar
Mobile: +919892049301,7506349301 E-mail: mehulairtel@gmail.com
MASTERS IN BUSINESS COMMUNICATION &MARKETING SPECIALIZATION WITH OVER14 YEARSEXTENSIVE LEADERSHIP
EXPERIENCE IN THE TELECOMINDUSTRY. EXCELLENTTEAMPLAYER,IMPECCABLEINTEGRITY ANDON-THE-JOB
COMMITMENT.
SNAPSHOTOF PROFILE:
Over14+ yearsof Experience in TelecomIndustry incustomerexperience andHR.
End to End HR-Adminskills –Resource management,HandlingAdministration
Strongexperiencewithcrossfunctional project teamslikeCall centre,Retention,Technical supportforGPRS
queries, PrepaidInitial Activation,FirstCall &FirstRecharge Reports.
Provenleadershipskillsinvolvingmanaging,developing,motivatingteamstoachieve theirobjectivesand
achieve organizational goalsinchallengingworkenvironments.
Provenexperienceinmaintainingstrictdeadlinesinaccomplishingthe taskwiththe givenperiod
PROFESSIONAL EXPERIENCESUMMARY:
Organization Role Function From To
Bharti Airtel Ltd
Head - Employee Services HR Apr-12 Till Date
Retentions & Collections
Customer
Experience
Sep-10 Apr-12
Collections & Provisioning Nov-07 Sep-10
Resolution Desk Apr-06 Nov-07
Call Center Executive Call Center Aug-03 Apr-06
ROLESANDRESPONSIBILITIES:
1) DESIGNATION: HEAD EMPLOYEE SERVICES APRIL 2012 - TILL DATE
Planningandcoordinatingadministrative proceduresandsystemsanddevisingwaystostreamline
processes.
Supervisingemployee amenitiesviz.,transportarrangements,travel desk,cafeteriamanagement,hotel
bookings,hiringof vehicles, guesthouse andrelatedcontracts.
Create a comprehensive andsustainable employee engagement.
Organize Events,TownHall,MonthlybirthdayCelebration&Festival.
Leverage eventstocreate andsustaindialogue aroundengagement.
Providescommunication systemsbyidentifyingneeds;evaluatingoptions;maintainingequipment;
approvinginvoices.
Work withcross-functionalteamstoidentifyunique division/locationneedswhilebalancingthe overall
purpose andrequirementsof the employee engagementstrategy.
2. Achievesfinancial objectivesbyanticipatingrequirements;submittinginformationforbudgetpreparation;
schedulingexpenditures;monitoringcosts;analyzingvariances.
Assessingstaff performance andprovidecoachingandguidance toensure maximumefficiency.
VendorManagementandnegotiation.
CreatingandimplementingVIPProtocols forChairman&VIPGuest.
2) DESIGNATION: RETENTIONS & COLLECTIONS: SEPTEMBER 2010 - APRIL 2012
Collectionof RecoveryBucketacrossMaharashtra and Goa for all line of business
Streamliningrecoveryprocessonfield,fromallocationtoinitiatinglegal process[Quasi Legal]
Ensuringfeedbacksharedtoprocessowner’sbasisfieldtostrengthenthe acquisitionprocess to
preventfraud.
RegularTraining/briefing tothe partneragentson productand process.
Responsible forEndtoEnd MNP processfor prepaidservicesacross Maharashtra& Goa.
HelpProduct& Developmentteamindesigningnew plans&schemesaspercustomersVOC.
Ensuringno customerisportedoutof the networkbygivingawaybetterschemes&plansin
comparisonwiththe competition.
Crossfunctional engagementwithMarketing,Provisioning&Research&developmentteamto
create newplans& schemes.
Handlingthe Outsourcedpartnersworkingonthe MNPprocessendto end.
3) DESIGNATION: COLLECTIONS & PROVISIONING NOVEMBER 2007-SEPTEMBER2010
Handling Prepaid & Postpaid initial activations and sharing it With Sales, Marketing & Finance Team.
Responsible for Correct Payout of channel partners by sharing the Prepaid Recharge Report with Finance.
Handling Overall Collection & Bad debt Report and sharing it with Collection Team.
Responsible for preparing Month-end Presentation for the Service Operation Department.
Responsible forthe team performance while handlingTeamof 7 membersandmaintainingthe MIS/ report
on Weekly/Monthly basis & Data Analysis.
HandlingEscalatedcallsof VIPcustomer’sforData ServicesRelated.
DefiningTargetsforthe TeamMemberalsoshare/discussthe Team Dataon daily/weeklybasis.
Establish and reinforce performance objectives and work standards
5) BHARTI CELLULAR LTD SEPTEMBER 2006-OCTOBER 2007
DESIGNATION: RESOLUTION DESK
RESPONSIBILITIES:
Resolvingcustomer’s queriesandcomplaints100% efficiency toall Escalated&Repeatcalls.
Ensuringcustomerdelightbyprovidingunbeatablecustomerservice experience tothe customer.
Properescalationof concernedissues.
HandlingMIS and Reportingtothe activitiesatthe Retentiondesk
Resultincreasingthe overallretentionpercentageof the floor.
Workedas Team Champforhandling2 teamsof Call centre forRetentionPurpose.
Ensuringfeedbackisgiventothe agentsonWeeklybasis,Ensuring100 % performance of the teamand of
the floor.
3. 7) BHARTI CELLULAR LTD AUGUST 2003-APRIL 2006
DESIGNATION: CALL CENTRE EXECUTIVE
RESPONSIBILITIES:
Resolvingcustomers queriesandcomplaints100% efficiency
Ensuringcustomerdelightbyprovidingunbeatablecustomerservice experience tothe customer.
Properescalationof concernedissues
AWARDSANDACHIEVEMENTS
SuccessfullyCompletedYellowBeltProjectonRetention.
SuccessfullyCompleted5BestReplicationsforPrepaidProcess.
Pay from Home has increased form 9% to 20%, Initiated 3 Different project for increasing Pay from Home.
Mumbai & Maharashtra was consecutively ranked number 1 in recovery across the circles
Was alsoawardedCertificate of Excellence forcollecting1crcollectionconsecutivelyfor3monthsina row.
AwardedBestRetentionTeamchampfor4 months.
Targetsare alwaysoverachievedwith100% efficientresult.
AwardedCertificateof Recognitionforwinningthe Momentof Truth.
AwardedBestAgentforthe Month of July2004, January2006, and April 2006
EDUCATION
MBA, From SikkimManipal University,2014
B.com, from Sathaye College,Mumbai 2001
INTERESTS
PlayingCricket&OutdoorGames, Swimming
PERSONAL INFORMATION
FathersName : Kanji Ramji Parmar
Marital Status : Married
Date of Birth : 24th
May 1980
Nationality : Indian
Sex : Male
Language : English,Hindi, Marathi,Gujarati
Address : B/38, MeghdootCHS,
Off Sahar Road, Coal Dongri, Andheri East, Mumbai 4000069.
REFERENCES
PradeepChavda(PAN IndiaHeadHR-TelesonicNetworks-Bharti Airtel Limited) +919892049838
GlennMenezes(CustomerExperienceCityHead- Bharti Airtel Limited) +919892049556
Vishal Gurung(CSHead – Reliance CommunicationLimited) +919004499137