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  1. 1. NEELESH FERNANDES S-3/605, Sunder Nagar, S.V.Road, Malad West, Mumbai – 400064  9768199201 : : PROFESSIONAL PROFILE Snapshot: Accomplished Sales & Customer Service Professional with a track record of success in devising and executing targeted sales and customer service strategies to drive revenue growth and realization for over 18+ years in varied industries such as Telecom, Automobile and Banking. • Effective communicator and relationship builder with superior detail orientation who gathers and imparts information effectively across all levels of management, consistently resulting in desired outcomes. • Enthusiastic problem solver, proficient in multicultural environments, with keen ability to rapidly assess diverse situational changes and develop action plans to meet and exceed targeted goals. • Organized and energetic leader, who consistently refines and revitalizes strategies and procedures, introduces innovation and designs relevant changes. __________________________________________________________________________________________________ AREAS OF EXPERTISE 4P&L Ownership 4Store Management 4Sales & Marketing strategies 4Credit & Collection 4Channel Management 4Team Building & Leadership 4Vendor & Partner Management 4Customer Relationship and Satisfaction 4Prospecting & Need Assessment 4Cost Reduction 4Customer Loyalty 4Referral Sales 4Project design and management 4New Business & Channel Profitability 4Operational Risk Management 4Change Management PROFESSIONAL EXPERIENCE Agamya Enterprises – Project Head : Business Unit Feb ’14 – till date  Determine the long-term strategic objectives of the business in conjunction with the other stake holders  Ensure business growth through directing and managing business development activities to ensure these are delivered in accordance with the organizational strategy.  Support the overall process of management and decision-making to ensure the organization maximizes its short, medium and long-term profitability and stakeholder returns.  Present a yearly budget and prudently manage resources within those budgetary guidelines according to company policy and within ethical corporate governance guidelines.  Contributing to the effective development and delivery of core ORM elements i.e. identification of the risk profile, delivery of detailed risk assessment, management of risk events, operational losses, escalation and reporting.
  2. 2. Key Accomplishments: • Launched the business unit with 220+ employees and 4 domestic processes. o Idea Cellular : Tele Sales – 100 FTEs (overall strength : 126) o Aircel : Collection & Retention – 65 FTEs (overall strength : 72) o Reliance : Field Sales – 11 FTEs (overall strength : 13) o Tata Tele Services : Collections – 7 FTEs (overall strength : 9) • Business unit EBITDA positive within 6 months of commencing operations. MTS India - Head: De-active Collections (India Group) & Operational Risk Management May’13 – Jan ‘14  Risk identification to understand the scope of the risks that the entire organization and its strategies are exposed to.  Review current business and the strategy for future business against the list of possible risks.  To put in place the core ORM processes, which will include risk & control self-assessment (RCSA), key risk indicators (KRIs), loss events, and issue management.  Delivering ORM processes specific to the Risk team e.g. Risk Event tracking, loss reconciliation & provisioning, risk input to capital modeling etc.  Contributing to the effective development and delivery of core ORM elements i.e. identification of the risk profile, delivery of detailed risk assessment, management of risk events, operational losses, escalation and reporting. Key Accomplishments: • Successful Centralization of 90+ collections Pan India and highest ever collections recorded in the 2nd month of implementation. • Undertake or coordinate periodic business monitoring (RCSA) activities within the Business Unit and escalate findings and or breaches to Business Unit Head and BORM, when they occur. Head: Retail Sales, Credit Control & Debt Collection (Mumbai and ROM) (Apr ’10 to Apr’13)  Retail Sales: • Lead a 24 store Branded Retail team in all aspects of Business Development and account management spanning entire Mumbai city. • Direct territory management, strategic planning and revenue forecasting. • Oversee prospect identification, account qualification and sales presentation design. • Define individual and team sales objective. • Planning, monitoring, reviewing and appraising job contributions. • Meet financial objectives by forecasting requirements, preparing annual budget, scheduling expenditures, analyzing variance and initiating corrective actions.
  3. 3. • Implementing and evaluating the advertising and merchandising, trade promotion programs, develop field sales actions. Key Accomplishments: • Selected by leadership and peer groups to sphere head the referral sales program for MTS Mumbai • Received the Winner Circle Award for expanding the sales by 32% through the Referral Sales Program • Exceeded targets by 16% achieving the top ranked business unit in the West Region for 2011 & 2012  Collection: • Timeliness of collection. ( 0-30 days collection) • Initial credit verification efficiency • Functional scorecard performance • Customer satisfaction score for Billing and Collection • Debt collection efficiency • Process Excellence through creation and implementation of comprehensive process framework Key Accomplishments: • Mumbai & Maharashtra ranked 1st and 2nd respectively in the functional score card which encompasses all credit, Collection & billing parameters. (2011 & 2012) • 100% collections consecutively for Q1 & Q2 – 2011 & Q1, Q2 and Q3 2012 Aircel Ltd. - Head: Credit, Collection and Retention (Mumbai and ROM) Sep.’08 – Mar.’10  Retention : • Customer segmentation, differentiated treatments, promotional offers and operational execution. • Frontline retention programs and develops strategies to have immediate impacts to reduce customer churn. • Collaborate with operations, IT and executive leadership in order to implement initiatives with effective results. • Drive proactive marketing initiatives aimed at saving at risk customers and bringing back former customers.  Collection: • Collection to be 100% against net Billing and Bad Debt to be less than 1.5% • Churn to be less than the AOP target • Leverage Sales Account Managers to enable collection of Past Dues or break through in Accounts where there is no line of sight on payments. Intelenet Sparsh Ltd. - Operations manager (Customer Service Delivery) Oct.’07 – Aug.‘08 • Responsible for the overall operations of West India Collections of Cards and Retail and upgrading levels of service to ensure quality and competitiveness. • Establish the entire Regional Business-outsourcing model of Tele Calling Collections of the Bank. • Effective management of outsourced unit to derive maximum results, which is in line with the organizational goals.
  4. 4. Bharti Airtel Ltd. - Asst. Manager (Customer Service Delivery – HNI) Sep.’05 – Sep. ‘07 • Review bucket health in terms of collection trending, churn and retention. • Handle a team of 13 Relationship managers. • Review the agency portfolio assigned. • Design and roll out Customer Life Cycle Management (CLCM) MIS and analytics for the Consumer Business Unit. Reliance Info Streams Pvt. Ltd. - Team Leader (Offline Unit) Apr.’03 – Aug. ‘05 • Customer Care i.e. Platinum and Gold Customers. (Emails + Voice) • Legal TRAI (issues pertaining to Telecom Regulatory Authority of India) (emails) • Chairman's office (emails addressed to the Chairman.) Hyundai Continental Mar.’99 – Mar.’03 • Taking care of all bulk requirements for Corporate Clients. • Overall co-ordination with Direct Sales Associates of Hyundai. FORD BROTHERS CAPITAL SERVICES LTD. Sales Executive Aug.’97 – Feb.’99 • Sales: Selling depository services of Bank of America