1. SHANKAR GOYAL
Post- Maounda Khurd Neem Ka Thana Distt. Sikar Rajasthan DOB-16-Oct-1985 Father’s Name- Late. Bihari lal Goyal
Mob. –9828078435 & 9313315700 Email- Shankar.goyal@hotmail.com
Expertise:
In Retail Sales & Ops, Customer Service Delivery, Activation Center Management, Complaint Management,
Activation TAT, Customer Verification, Customer Collection & Team management.
Core Competencies:
 Retail Store Operations: Managing retail outlets. Interacting with walk-in clients and assisting them with
complete information about products and services. Establishing new stores by handling end to end activities.
 Sales & Marketing: Handling the marketing and sales operations for achieving increased growth & profitability.
Utilizing marketing intelligence for generating leads. Reviewing as well as interpreting competition after in-depth
analysis of market information to fine-tune strategies and escalating business volumes.
 Customer Service Management: Maximizing customer satisfaction level by on-time delivery, monitoring
customer complaints by quick response.
 Team Management: Imparting /organizing training programs for achieving pre planned business targets.
Leading, training & monitoring the performance of team members to ensure efficiency in sales operations and
meeting of individual & group targets.
Organization: Reliance Communications
Designation: DM Retail Area Manager
Tenure: Sep’16 till date (Delhi)
Key Responsibility Areas:
 End to End Sales Operations of Retail Business which includes driving Prepaid and Postpaid business.
 Managing retail Touch point (12Reliance Mobile Stores) in Delhi North & West.
 Drive Quarterly Business Reviews with key channel partners along with sales.
 Engage with B2B team to develop integrated sales plan for enterprise customers.
Organization: Vodafone India
Designation: DM Retail Lead
Tenure: May’14 to Aug’16 (Varanasi)
Key Responsibility Areas:
 Manage Retail Touch point (around 60 no.s).
 Strong planning, organizational, communication, sales management and leadership skills.
 Responsible for developing a business plan for channel expansion & Postpaid Business.
 Increase footfall, conversion-to-customers and sales / footfall at the retail channels.
 Drive geographic expansion for business development.
 Manage Enterprise business.
 Responsible for driving sales operations all Vodafone retail including Vodafone Mini-stores (VMS), and AD-VMS
in a zone achieved sales target for all products (Voice-Postpaid/ prepaid, data, VAS, handsets etc.)Store
Standards (infra & People) EQ
 Responsible for End to End Sales Operations of Retail Business for the zone which includes driving postpaid
business from Corporate, Direct & Company Owned Stores & direct responsibility of Data card, MIFI & Handset
distribution from a Dedicated Distribution Channel.
 Ensuring channel be profitable on ROI.
 Responsible for achieving Revenue and New Activation (Prepaid ,Postpaid, Mpesa & Data) targets with respect
to primary, secondary & tertiary sales with a team of retail ADVI/Service manager, distributors and FOS through
stores.

2.  Ensure Retail EBIT profitability & Revenue enhancement through cross selling and up-selling through stores.
Achieving Store sales, revenue targets and cost minimization.
 Drive Channel management in coordination with distribution, Quality, CS operations and IT for the availability of
Stock, merchandising and Infrastructure roll out.
 Responsible for the customer experience, CSAT in entire zone through retail channel. Ensure 90% quality score in
Quality and regional audits. Share one to one feedback with retail team on deviations.
 Responsible for recruitment, training and development, performance monitoring, Audit and training need
analysis, keeping employee- motivation levels high through regular reviews of performance. Ensure channel
partners & customers satisfaction & redressed of customer grievances.
 Achieve Gross and Net Acquisition target in the zone.
Achievements in Vodafone:
 Awarded Best Channel Manager Award Nationally in April’14.& 15
 Awarded a trip for winning Circle Combat 2015-16 (An annual Circle Best performer Award)
 Awarded 2 times IMAD (I Made a Difference) Award. (6 months performance program)
 Awarded 14 times Score Card Winner an internal R&R in last 2 years.
Organization: Bharti Airtel
Designation: AM ZCS
Tenure: Aug’12 to July’13 (Jodhpur)
Key Responsibility Areas:
 Handled a team of 33 activation officers of Jodhpur, & 8 Location for zone.
 Document Management Process (CAF Management, & Agency Management)
 Customer Service Delivery
 Provisioning (from Activation till Deactivation)
 Customer Verification
 Billing and collections
 Channel Management by liaison, timely visits and updates,
 Team Management by investing time to train them about processes and policies.
 TERM Cell CAF Management – Audit, minimizing penalty and other compliances
 Manage prepaid documentation and activation Agency at Zones and Spokes
 Sharing the TERM NC Cases with partner & Timely recovery of TERM penalty from Partner
 Postpaid CAF management – Capturing accurate data, ensuring quality of verification of address and customer,
minimizing negative cases and keeping Bad debts with in the benchmark.
 Develop, signup and manage bill delivery agencies to ensure timely delivery of bills to customers
 Reduction of billing and collection cost per subscriber
 Ensure high collection as 99% of billing and reduce bad debt as 1 % of revenue
Achievements in Airtel
 Awarded 2 times Best Awarded Reduces Activation TAT by COO (6 months performance program)
Organization: Tata DoCoMo:
Designation: AM CSD
Tenure: Aug’09 to Aug’12(Agra)
Key Responsibilities Areas
 Pre-launch experience- worked on setting up the business for the zone by supporting on distributor
dimensioning, retail census, retail mapping and quality manpower recruitment at agency level for Tata Tele Ltd.
(Tata DOCOMO).

3.  Post-launch experience- managed documentation activities at the zone for business partners, single zonal
support for driving sales business KPI’s & touch point for all zonal customer service queries and complaints.
 Managing Prepay documentation activities for the zone and accountable for profitability of Business partner
 Overseeing the CSD functions in connect to the Zonal business development thereby achieving increased
business growth for the zone.
 Daily & monthly reconciliation of CAF pickup data across all 74 distributor Modern Trade & T24 locations of the
zone & crosschecking the same with the data as reported by Finance for final distributor commission payout.
 Mutation quality to reduce CAF rejection %.
 Ensuring proper set of documents to TERM cell so that penalty can be minimized.
 Coordination with HUB team for trainings and new process & policies implementation.
 Ensure proper allocation & Quality verification of received CAF with in TAT.
 Ensure 100% compliance & scanning of CAF.
 Weekly audit of agencies to ensure the quality verification & process compliance.
 Ensuring quality order entry of all received CAF for proper verification and bill delivery.
 Ensure quality check of received documents along with CAF as per DOT guide lines.
Achievements in Tata DoCoMo:
 Awarded Best Customer Service Award Nationally in Nov’14.& 15
 Completed a Customer Scarification project which reduced customer Barring from 22% to 1.2%
 Received a CEO Excellence Award for overall performance from Circle COO….
Organization: Bharti Airtel (Telemedia)
Designation: Officer CSD
Tenure: Apr’07 to July’09 (Jaipur)
Key Responsibilities Areas:
 Preparing Daily MIS of installation pendency & provisioning of voice as well DSL.
 All the complaints & requests to concern IO & technician logged in ACE & ECRM
 Working on Billing Software named “Keenan Arbor” and responsible for Activation of Telephone Lines and VAS
(Value Added Service)
Off-Roll Experience
Aug’06 till Apr’07 – Customer Service Delivery – Channel Partner IDEA (Raj)
 Timely barring unbarring of negative cases as per process.
 Ensuring quality order entry of all received CAF for proper verification.
 Handling Prepaid Complaints.
Jan’04 till Jul’06 Customer Service Delivery Channel Partner AIRTEL (Raj)
 Postpaid activations of Retail Customers.
 Handling Central AOL(Central Level activation Software)
 Daily MIS report for Both Prepaid and Post Paid Activation
Personal Skills: People Manager, Thinker, Flexible, Dependable
Computer Skill: Expert in MS Office (Word, Excel, Access and Power Point)
Educational Qualification:
 Higher Secondary -Govt. Secondary School in2001Rajasthan
 Intermediate- Govt Senior Secondary school in 2003 Rajasthan
 Graduation- B.A in 2006 from Rajasthan University

4. Shankar Goyal