1. RESUME R. VASANTH #8300119787
Summary
8 years of telecom experience handling postpaid collections, corporate sales, retention, customer relations,
channel sales and customer service in both postpaid and prepaid.
Expertise
AIRCEL LTD
Designation: Senior Executive: Zonal SPOC C & R Lead
Role: Customer Service Manager
Function: CSD
Mar 2013 to Present
Job Profile:
Looking after the entire CSD operation of Pondicherry MSC
• Corporate and HNI sales handling
COCP/COIP/VIP/PREMIUM/PLATINUM/SME/GOVT.ACCOUNTS/INSTITUTIONS segments.
• Handling Relationship activity directly with COCP/VIP/PREMIUM penetrating sales and maintaining
churn > 1% against the target of 1.5% and collection of 98%.
• Responsible for Collection. Driving channel to achieve set 70% Due date, 92% B2B and MTD monthly
collection targets. Achieved 98.1% YTD MTD collections for the Year 2013.
• Responsible for Retention. Handling team members who were retaining the customers from churn.
• Conducting Service camps for existing COCPs and HNI customers for customer experience once in six
months.
• Handling MIS and deliver service request TAT @ 100%
• Handling in-house agency customer care team for customer support helpline in query resolution and
speedy service.
• Having channel meet and review and meeting them on their issues/suggestions as to fix then and
there.
• Handling the entire Network issues and ensuring smooth services given without much delay.
• Handling appellate and nodal escalations for the zone.
• Reporting directly to ZCSDH and ZBH in Zonal level and Head Customer Service-ROTN and Head Credit
Collections
Achievements and Rewards
• Pondicherry Zone - Winner of CSD championship 2013 in ROTN and remain unbeaten @ No.1 slot for
3 Quarters in 2013.
• Got promoted as Sr. Executive in last appraisal for year 2013
• Earlier this 2014 had initiated BCA to get special IBS installed for SHASUN PHARMA by investing 13.5
lacks in their premises for connectivity and got done successfully to retain 2.64 lacks ARPU corporate
1

2. RESUME R. VASANTH #8300119787
AIRCEL LTD
Designation: Executive – Zonal Retention lead
Function: CSD
Jan 2008 to Dec 2012
Job Profile:
Responsible for the Branch in achieving the set churn retention targets.
• Conducting CEP in various locations to identify the needs of the customers
• Conducting training for new Executives on Product Knowledge, Telephone Handling Skills and Process
Knowledge
• Managing MIS for the benefit of the entire organization in terms of customer complaints.
• Coordinating with the various Departments including Sales, Marketing, Billing, Accounts etc to
facilitate customer query resolution and Information Sharing.
• Identifying the network complaints from the customers, giving them an immediate solution by
providing Boosters, Repeater and IBS.
• Personal visits for > 10 accounts, identifying their issues and solve them periodically and do not allow
the churn to go beyond 2%.
• Up-Selling of VAS to the high-end base ensuring a revenue increase of 5%
• Responsible for the branch in achieving the set targets on acquisition, retention of customers and
Customer service.
• Keeping track of the ZMU, FST bill overdue cases and Sales Reversal.
• Responsible for developing the high-end base through addons, & new acquisitions
• Accountable for the churn from the bulk-lines not to be more than 3% in a month.
• Regular promotional activities in terms of Exhibitions, Trade shows and service camps are being
conducted for the high-end category.
Achievements and Rewards
• Brought down the overall churn from 2.9% to 1.8%
• Brought down the overall collection from 96% to 98%
2

3. RESUME R. VASANTH #8300119787
AIRCEL LTD
Designation: Executive – Retail
Function: CSD
Dec 2006 to Dec 2007
Job Profile:
Responsible for Helpdesk Aircel Pondicherry company showroom
• Handling all postpaid and prepaid related customer service, billing &banking, Inventory.
• Coordination with backend team to solve all queries within TAT.
• Maintenance of Inventory of sims, recharge coupons.
• SAP management in sim stock.
• VAS upselling through walk-ins.
• Prepaid Sim Replacement as per process
• Prepaid CEF collection and its process.
• Reporting to Customer Service Manager.
BPL MOBILE CELLULAR LIMITED.
Designation: Commercial Executive
June 2000 – Nov 2004
Job Profile:
Responsible for collection which includes banking, billing, stock inventory, internal audit and prepaid sales.
• Handling the Main showroom billing having 2.5 lacs of daily collection and next day banking process.
• Handling commercial off roll team for collection and banking management.
• Handling channel partners in guiding in perspective of collections and inventory management
• Monitoring and coordinating end-to-end commercial operations for Pondy and its clusters.
• Pro-Active calls to subscribers to enhance customer satisfaction
• Conducting training for new Executives on Product Knowledge, Telephone Handling Skills and Process
Knowledge
• Managing the MIS for the benefit of the entire organization in relation to commercial.
• Reactivating the Churned (both Vol. & Invol. Churn).
• Reports on daily, weekly and monthly basis on team performance
• Refund management & White mail process.
• Ensuring full support to all the Branch Enquiries, Requests & Complaints.
• Coordinating with the various Departments including Sales, Marketing, Billing, Accounts etc to
facilitate customer query resolution and Information Sharing.
• Handling customer correspondence regarding queries, complaints, bill disputes and cancellation and
ensuring resolution within the stipulated time.
• Reporting to Accounts Manager and Branch Manager.
3

4. RESUME R. VASANTH #8300119787
PERSONAL DETAILS:
Father’s Name : P. Rajagopal
Mother’s Name : R. Prema
Date of Birth : 2nd
July 1978
Qualification : B.sc., DCS
Address : No. 2, 1st
cross, Sri Jayaram Nagar
New Saram, Pondicherry-605013
Religion : Hindu
Marital Status : Married
Languages known : English, Tamil and French
Declaration:
I hereby declare that the details furnished above are true to the best of my knowledge and belief.
Vasanth R
Date:
4