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
 Create a comprehensive andsustainable employee engagementstrategy
 Create an effectivecommunicationplanandprovidecontentfor variouscommunicationvehicles
 Leverage eventstocreate andsustaindialogue aroundengagement
 Providescommunicationsystemsbyidentifyingneeds;evaluatingoptions;maintainingequipment;
approvinginvoices.
 Work withcross-functionalteamstoidentify unique division/locationneedswhilebalancingthe overall
purpose andrequirementsof the employee engagementstrategy
 Achievesfinancial objectivesbyanticipatingrequirements;submittinginformationforbudgetpreparation;
schedulingexpenditures;monitoringcosts;analyzingvariances.

2.  Assessingstaff performance andprovidecoachingandguidance toensure maximumefficiency
 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/briefingtothe partneragentson productand process.
 Responsible forEndtoEnd MNP processfor prepaidservicesacross Maharashtra& Goa.
 HelpProduct& Developmentteamindesigning new 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 teamperformance while handlingTeamof 7 membersandmaintainingthe MIS/ report
on Weekly/Monthly basis & Data Analysis.
 HandlingEscalatedcallsof VIPcustomer’sforData Services Related.
 DefiningTargetsforthe TeamMemberalsoshare/discussthe TeamDataon 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 concerned issues.
 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.
7) BHARTI CELLULAR LTD AUGUST 2003-APRIL 2006
DESIGNATION: CALL CENTRE EXECUTIVE
RESPONSIBILITIES:
 Resolvingcustomers queriesandcomplaints100% efficiency
 Ensuringcustomerdelightbyprovidingunbeatablecustomerservice experience tothe customer.
 Properescalationof concernedissues

3. 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