1. Raj Kumar Ojha
Mob: 9911005239
Email: ojha_raj1979@yahoo.co.in
Statement of Purpose: Seeking managerial assignments in Customer Service / Business
Development with a high growth oriented organization in the Telecom sector.
Career Focus
⇒ A technology driven professional with almost 8 years of experience in diversified areas of
Customer care and Insurance Sector.
Education
 BA from Avadh University (UP).
 +2 from Allahabad Board, Utter Pradesh.
 10th
from Allahabad Board, Utter Pradesh.
Technical
DOS, Microsoft Front Page, Power Point, Ms-Office (command on MS Excel & MS Word).
Skill Set
Business Development
 Working and mentoring towards achieving 100% collection target for the circle and
keeping bad debt and cost of collection under the circle budgeted level.
 Assisted in the training of new customer service representatives and associates,
implemented new business tools for customer service.
 Implementing strategies for acquiring business tools for postpaid customers, implemented
new strategies for new business.
Work Experience
Idea Cellular Ltd. Delhi (Service Delivery) Nov’12 – Till Date
Relationship Manager – EBU and NEB (Manager – Postpaid Service Delivery)
• Managing Enterprise Relationship for all existing corporate accounts.
• Ensure seamless service to corporates:
• Revenue growth.
• Churn control.
• Timely collection of payments.
• Bad debt control.
• Base management.
• Promote Enterprise Business Solutions to corporates.
• Organize customer engagement activity at customer place.
• Promote cost reduction practices.
• Ensure all define process compliance.
• Ensure 100% compliance of DOT guidelines from corporates.
• Directly responsible for complete service management for segmented base of
corporate clients in terms of their network related issues, new plan related
requirements
• Service Camp drives for National and Circle Enterprise large accounts in
coordination with sales team. Relationship executives along with sales manager and
team, organise service camps at large corporate companies to capture services
related issues.
Confidential

2. Idea Cellular Ltd. Bhubaneswar (Service Delivery) June 10 – Oct’12
Assistant Manager - Collection & Retention
 Responsible for 0 to 7 bucket Collection & retention for the circle.
 Handling SME & EBU Collection & retention through successful client follow-up.
 Handling the Collection & retention team of My Idea & collection Agency.
 Working and mentoring towards achieving 100% collection target for the circle.
 Keeping bad debt under the circle budgeted level through higher bucket collection.
 Also assist the new avenues for customer payment and customer satisfaction.
 Generation & Distribution of Collection Portfolio as per Schedule.
 Keeping the Value churn and Volume churn below circle budgeted target through complete
understanding of customer lifecycle.
 Provided support to the Billing operation Team for error free billing.
 Responsible for timely Bill printing & Dispatch.
 Monitoring Time Bound Dunning, Exposure Compliance
 Monitoring of 90+ age accounts as per the SOP schedules.
 Closure of all customers complains, Request related to collection & Retention.
 Assisted in the development of new policies and procedures.
 Assisted in the training of new customer service representatives and associates.
 Performed market research surveys on customer needs and requirements.
 Monitoring daily Collection & Retention MIS reports for the management.
 Improving customer service based on client feedback. Successfully handled all public
relations issues.
 Handling Post paid Activation & CPV Agency
Service Centers - MY Idea & Idea Points Operations Jan’09 to June 10
Channel Support Coordinator Customer Care (Postpaid)
• To ensure correct CRM- Tagging,( Q / R / C ) Discards and Resolutions within TAT at My
Idea.
• Consistency in Customer Satisfaction & delight.
• TNS Survey for the My Idea for Mystry Shopping.
• Vendor and Channel partner management.
• Implementing My Idea guidelines w.r.t.look, feel, ambience, ensuring required
infrastructure maintained as per company guidelines & brand Image. Product Leaflets.
• PIB & PKT Scores of MY IDEA Service Executives.
• Back end activities at My Idea .
• Collection Target Achievements of MY IDEAS.
• My Idea working towards ROI positivity.
• Daily MIS for Walk Ins, Resolution Speed & FCR is maintained for all My Idea. MIS related to
CRM tagging / Discards / Improvement MIS on resolution in TAT (ATAT/WTAT). MIS related
to sales-SUK ,Physical Vouchers and V Top Ups".
• Channel support activities in term of CAF compliance & documentation reco. Of all service
request at My Idea.
• Manpower Recruitment & Training. Timely Coaching to Executives. Better Co ordination"
ICICI PRUDENTIAL LIFE INSURANCE COMPANY LTD. SEPTEMBER 07 TO December 08
Unit Manager
 Recruit, develop and train a team of team members (who would be on commission basis) for
selling life insurance policies.
 Create strategies for growth in sales volumes in existing markets & identify new markets for
establishing presence & generate enhanced business opportunities.
Confidential

3.  To monitor the performance of the team by following a regular tracking system and to ensure
that the team members earn a good incentive so that the sales targets are achieved as well.
RELIANCE WORLD SAHARANPUR (UP) March 05 – August - 07
Customer Care
.
 Achieving sales target, Maintaining customer care MIS, Maintaining daily cash report.
 Looking after reconciliation of stock & accessories of web world..
 Handling waiver cases and Helping in commercial activity of the store.
RELIANCE COMMUNICATION INFRASTRUTURE LTD.(ALLAHABAD AND LUCKNOW) UTTER
PRADESH December 03 – February 05
 Supervising twelve WWE (Collection Agencies).
 Responsible for 100% collection target achievement.
 Preparing Daily MIS in CRO (Collection recovery organization) Data.
 Bill Delivery in Reliance mini store and maintained the records.
HOBBIES
Reading, Music, Tourism, Cricket.
PASSION FOR
Success, Social Work, Good Quality of life and Adventure
STRENGTH
Good Communication Skill, Strong Analytical Skill, Positive Attitude.
LEARNINGS
Consultative Relationship Building, Leadership, Negotiation.
Motto in Life
 To work and be an asset for a good and aggressive organization and utilize the knowledge
and skill that I have towards achieving the set Goals and Targets along with the Vision and
Mission of the organization through continuous learning experience
Personal Details
Father’s Name : Mr. Daya Shanker Ojha
Date of Birth : 04th February 1979
Nationality : Indian
Marital Status : MARRIED
Permanent Address : Vill.-Pure Ojha
Post-Ratapur (Bhadar)
Amethi,Sultanpur.(UP)
Confidential

4. REFERENCES:
Mr. Shirish Tungare Mr. Dheeraj Bhandari
Postpaid Head – Delhi Circle Enterprise Business Lead
Ph.No.-09990009195 Delhi Circle
Ph.No.- 09891005640
Date:
Place: (RAJ KUMAR OJHA)
Confidential