Vishal Jain has over 10 years of experience in customer service roles for telecom and DTH companies. He currently serves as the Area Service Head for Videocon D2H Ltd, where he manages a team of 60 employees and is responsible for installations, repairs, and customer satisfaction. Previously he held roles with increasing responsibility at Bharti Airtel, Reliance Communications, and other firms. He has an MBA in Marketing and technical degrees, and seeks to leverage his leadership and problem-solving skills.
Seasoned professional with 23 years of experience across industries – from computer peripherals & consumer durables, to automobiles to BPOs; the last 18 of which have been in leadership roles. Have held P&L responsibilities for the last 10 years. Span of roles range from Sales & Marketing to Customer Service to Recruitment & Global Project Delivery. Core strengths: Stakeholder management, mobilizing cross functional teams, driving operational efficiencies
20+ years experience spread across different Industry domain like BPO, Automobile, Consumer durable & Computer peripherals. Experienced in driving & managing different roles across the domains in Sales, Marketing, Customer Service, Recruitment and Global operations.
Since 2006, the focus has been in ITeS industry with expertise in Talent Transformation & Recruitment, managing & driving global delivery models spread across Asia, EMEA & US, delivery expertise across CRM, Health Care, Banking, Supply chain, Procurement. Managing clients, P&L responsibility, growth of accounts, contract compliance, Site operations, HR bent to understand people & behavior as key skills.
As Recruitment Leader, the key is to manage numbers, build relationship with stake holders, build capacity & capability at the location which can help the organization benefits. Key skills are driving business. Business centric, People oriented and keep the drive on organisation benefits. Someone who clearly understands the ground reality and manage the organization requirements ( 0 to 30000 ft)
Passion - Recruitment & Delivery Operations management, Site operations
Seasoned professional with 23 years of experience across industries – from computer peripherals & consumer durables, to automobiles to BPOs; the last 18 of which have been in leadership roles. Have held P&L responsibilities for the last 10 years. Span of roles range from Sales & Marketing to Customer Service to Recruitment & Global Project Delivery. Core strengths: Stakeholder management, mobilizing cross functional teams, driving operational efficiencies
20+ years experience spread across different Industry domain like BPO, Automobile, Consumer durable & Computer peripherals. Experienced in driving & managing different roles across the domains in Sales, Marketing, Customer Service, Recruitment and Global operations.
Since 2006, the focus has been in ITeS industry with expertise in Talent Transformation & Recruitment, managing & driving global delivery models spread across Asia, EMEA & US, delivery expertise across CRM, Health Care, Banking, Supply chain, Procurement. Managing clients, P&L responsibility, growth of accounts, contract compliance, Site operations, HR bent to understand people & behavior as key skills.
As Recruitment Leader, the key is to manage numbers, build relationship with stake holders, build capacity & capability at the location which can help the organization benefits. Key skills are driving business. Business centric, People oriented and keep the drive on organisation benefits. Someone who clearly understands the ground reality and manage the organization requirements ( 0 to 30000 ft)
Passion - Recruitment & Delivery Operations management, Site operations
OPERATIONS MANAGEMENT PROFESSIONAL
A result oriented business professional with over 12 years of extensive experience and proven abilities in improving efficiency of operations, strategic planning, managing projects, team building and detailing project information to determine effective process of operations. Able to identify areas of strength & weakness and implement company policies, standards, changes in operations and systems that will optimize productivity.
Ubiquiti UBNT provides Network quality and cheap products from the United States. It was founded in 2005 to market several models including Broadband Products like Group AIRMAX, Edge Max, AirFiber, AirVision, Unifi, Mfi.
Visit:- http://www.ubiquiti.asia/
OPERATIONS MANAGEMENT PROFESSIONAL
A result oriented business professional with over 12 years of extensive experience and proven abilities in improving efficiency of operations, strategic planning, managing projects, team building and detailing project information to determine effective process of operations. Able to identify areas of strength & weakness and implement company policies, standards, changes in operations and systems that will optimize productivity.
Ubiquiti UBNT provides Network quality and cheap products from the United States. It was founded in 2005 to market several models including Broadband Products like Group AIRMAX, Edge Max, AirFiber, AirVision, Unifi, Mfi.
Visit:- http://www.ubiquiti.asia/
Common Technical Document (CTD) serves as a set of specifications for application dossier for the registration of medicines, and designed to be used across Europe, Japan and the United States. The guidelines for CTD are provided by the International Conference on Harmonization of Technical Requirements for Registration of Pharmaceuticals for Human Use (ICH). TSDP provides clinical medical writing training on preparation of CTD.
Turacoz Skill Development Program provides medical writing training on various types of regulatory documents prepared during the drug approval process.
Experienced in
1) Client Services,
2) Operations (Finance, Marketplace and Business)
3) Product and Project Management.
Actively seeking for a suitable opportunity
Dedicated professional with 14.5 years of experience in Trading mill, Infrastructure/Constructions and IT Software & Services Industry in middle & senior level management in Accounts, Finance and Commercial Dept. as Assistant Manager (Accounts & Commercial)
1. VISHAL JAINVISHAL JAIN
E--mail: vishi_jain04@yahoo.comvishi_jain04@yahoo.com House No. 45 Gali no. 7 Kernal Vihar
Old Faridabad (HR)
Ph : +91 9818994366
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CARRIER SYNOPSIS:CARRIER SYNOPSIS:
An MBA in Marketing from Symbioses Pune, MSc IT & PGDCA form Bhopal and Graduate from Jiwaji University Gwalior. Have
10 years of rich experience in Telecom,D2h sector with organization like Bharti Airtel Ltd, Videocon D2H Ltd, Reliance
Communications Ltd. & Gwalior tele Mobile Communication. having wide experience of Customer satisfactions
Department(CSD) ,Installation & Fault Repair(I&FR), Service Marketing Group (SMG), Billing & provisioning ,MIS, Trend
Analysis , Backend & field operation in customer services.
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PROFESSIONAL EXPERIENCE & ACCOMPLISHMENTSPROFESSIONAL EXPERIENCE & ACCOMPLISHMENTS
Videocon D2H Ltd Aug
20142014
Area Service Head(Asst.Manager) –Customer Services .Area Service Head(Asst.Manager) –Customer Services .
I am responsible for installation and fault repair of DTH services at customer premises with customer satisfaction and within
committed time frame-SLA for the Noida( UP west circle)
• Responsible for end to end customer service operation head of Noida & Baraut(merrut).
• Handling the direct service center for fault and installation of DTH products.
• Managing a team of 60 members including engineers, AI’s, Coordinator & Store In charge.
• Responsible for Monitoring installer’s productivity and TAT for installations and field repairs: Installs per day,
Average time to install, repeat FR’s, Meet Service Levels agreements and ensure 100% satisfactory installs.
• Responsible for Service Optimization & improvements to deliver excellent service at optimal cost.
• Handling the fault and installation single and multi dual units(MDUs) .
• Handling & Managing recharge & revenue from different kinds of revenue services like VPC(AMC),Long term
recharges ,Loyal customer recharges.
• Drive loyalty amongst existing base & Identification of new & potential customers also managing the cash
collection of service recharges,
• Handling the service of Product like HD, HD DVR,SD,DVD,DDB and all kind of Videocon and Philips LCD and LED.
• Preparing All MIS & statistical data and publishing the MIS.
• Daily Field Audit and market visit & Analysis of Complaints, Trend Analysis, Root Cause Analysis & Initiate
Projects on Complaint reduction & Repeat reduction.
2. • Handling the sales and services distributors (SSD and SF) in different geographic areas.
• Responsible to monitor & amplify improvement of skills of field teams responsible for field deliverables.
• To recruit skilled & quality manpower who can represent good brand image to subscribers.
• Coordinating & follow-up with the technical, customer care, corporate, enterprise, billing etc. teams for the speedy
service delivery of the new & existing customer. Managing & developing relationships with our service channel
partners/vendors.
• Successfully completed the digitalization project in Jan 2016 .
Telesonic Network Ltd(Bharti Airtel Ltd) Dec
20132013
Sr.Team Leader( Sr. Executive )–Provisioning & installation (Broadband and TelephoneSr.Team Leader( Sr. Executive )–Provisioning & installation (Broadband and Telephone
Services) .Services) .
I am responsible for installation and commissioning, fault repair of broadband services at customer premises for different
segment (Enterprise, Corporate, SME, Residential etc.) with customer satisfaction and within committed time frame-SLA for
the North Delhi .
• Responsible for proper operation in terms of configuration, changes, implementation, rollout & preparation for all
operated services & tools.
• Responsible for Service Optimization & improvements to deliver excellent service at optimal cost.
• Primary responsible for the efficient performance of all the key performance indicators (KPI) under-head Analyze
operational performance of different cities against the key performance indicators & critical parameters.
Formulation & preparation of management information system (MIS) report for the management.
• Coordinating & follow-up with the technical, customer care, corporate, enterprise-service, billing etc. teams for the
speedy service delivery of the new & existing customer. Managing & developing relationships with our service
channel partners/vendors.
• Responsible for the effective driving of various processes being execution under Head & Measure performance
against process/project requirements.
• Responsible to identify, recommend & implement operational efficiencies to drive continuous improvement in the
execution of processes
• Responsible to monitor & amplify improvement of skills of field teams responsible for field deliverables
Key AccomplishmentsKey Accomplishments
3. • Maintaining 100% Work order conversion & 100% Complaints Request SLA as per TRAI guidelines throughout the year
BHARTI AIRTEL LTD Since - May
2010
Sr. Executive DTH-Provisioning (Voucher Management System), Service Experience Group,Sr. Executive DTH-Provisioning (Voucher Management System), Service Experience Group,
Corporate Office Gurgaon.Corporate Office Gurgaon.
• Configuration & Creation of Vouchers Card Group(e-recharge & Paper Vouchers).
• Creation Of denominations, series & different Offers ( LG. Bib Bazar,Sony ,Samsung,HD,SD, festivals..etc) wise
Paper Recharge & Activation Vouchers e-recharge voucher for (13 cricle) pan India.
• Activation of Purging, damaging & blocking of AV & RCV Recharge & Activation vouchers.
• Creation Of Process for Voucher management. & coordinating with Revenue Assurance Team for timely UAT of
Recharged & Activation Vouchers.
• Coordination with IT (Erecssion, IBM, awaya Global) for system related Issues (creation, configuration, blocking),
Implementation & Automation of required changes in VMS
• Reconciliation of Activation of Vouchers Activation VS Request & request VS Activations.
• Daily Monitoring & Circulate MIS on Activation, Blocked, Used, Damage Vouchers.
• Sturdy working with Revenue Assurance Team for effective controls on VMS, ensuring entirety of revenue & control
of Revenue Leakage.
• Handling SR desk looking after Billing Voucher related queries and escalations from field.
• Co-coordinating with Marketing ,Finance & SCM Team for billing and Printing of Vouchers.
• Creation of e-recharge voucher for pan India Distributors.
• Co-coordinating with finance & Distributors for providing FOC (free of cost) Vouchers for missing & stolen vouchers.
CFA (call free allowance)
• Providing monthly DTH CFA for 14k employee of Different Groups of Bharti of PAN India.
• Covering And providing the approval of EMP plan for all bharti employee.
• Handling CFA related Query Exit, Transfer shifting of Employee.
• Co-coordination with Pan India Different Business unit HR & group company HR & finance team daily and monthly posting
the CFA.
Key AccomplishmentsKey Accomplishments
• Automated of voucher report.
• Achieved & Maintained 0% error & revenue Leakage of vouchers usage & configurations.
• Reconciliation of vouchers with 100% accuracy level.
Trainings Undergone:Trainings Undergone: ( Effective Verbal Communication and Presentation Skills.
RELIANCE COMMUNICATION LTD.
Dec 2008 – April 2010Dec 2008 – April 2010
4. Executive,.Executive,. (FA fix access)
• Managing Fault and installation SLA.
• Handling & monitoring the installation & fault repair (LL,PRI,Voicce & DSL)activity.
• Coordination with other departments for complete arrangement of installation & fault.
• Handling The Vendor Team .& back office operation.
• Preparing All MIS & statistical data .
• Field Audit of Fault and installation SLA.
• Active member of DP planning & installation rollout project.
• Handling the high value customer.
• Have Experience in operational functions.
Key AccomplishmentsKey Accomplishments
• Record of consistently delivering outstanding results.
•
Trainings Undergone:Trainings Undergone: ( Effective Communication Skill, Advanced Excel/Access Learning Training.
Bharti Airtel Services Ltd Dec 2004 – June 20072004 – June 2007
Sr lead Working as a for I&FR function central team North circle (Broadband and TelephoneSr lead Working as a for I&FR function central team North circle (Broadband and Telephone
Services) .Services) .
• Handling of escalations, monitoring the day-to-day activity. Further I am responsible for installation and commissioning,
fault repair of broadband services at customer premises for different segment (Enterprise, Corporate, SME, Residential
etc.) with customer satisfaction and within committed time frame-SLA and maintaining a healthy NFP (Non Financial
parameters) for the North Circle (Haryana, Punjab, UP).
• Primary responsible for the efficient performance of all the key performance indicators (KPI) under-head Analyze operational
performance of different cities against the key performance indicators & critical parameters. Formulation & preparation of
management information system (MIS) report for the management.
• Coordinating & follow-up with the technical, customer care, corporate, enterprise-service, billing etc. teams for the speedy
service delivery of the new & existing customer.Managing & developing relationships with our service channel
partners/vendors
• Responsible for the effective driving of various processes being execution under Head & Measure performance against
process/project requirements.
• Working as an active member for the Yellow Belt Projects (Quality) on “To reduce the Time gap between IR forwarding date &
Sulim done time
Key AccomplishmentsKey Accomplishments
• 99% achievement of Key performance indicator & 7 time 1
st
rank in monthly ranking system.
• Maintaining 100% Complaints Request SLA as per TRAI guidelines throughout the year
Gwalior Telemoblile communication
MAR 2003– MAR 2004
Serior Officer CSDSerior Officer CSD
• Preparing All MIS & statistical data
• Handling out back office operation & FTR.
5. • Preparing overall presentation of the operation dept.
• Database management using Advance Excel - Macros, Advance Filter, Functions & Formulas, Pivot table, Goal Seek,
Importing & exporting data, validations.
• Managing SLA Target daily basis.
• Coordinate with Operations Department for Delay cases resolution.
• Coordination with other departments for complete arrangement of operations data.
• Handling The Vendor Team .
WORKING PLATEFORM
WFDMS(work force management system)CMS(Customet Management System), Clarify,SBI Messaging (SMS
Based PRO) , ECRM.
STRENGTH
( Good applied computer knowledge in MS Office & Windows. ( Ability to handle large volumes of data with
accuracy.
( Ability to cope up with high pressure & Leadership Qualities. ( A strong attitude towards problem solving &
Support. ( Punctuality, Self-motivation, Confidence, Teamwork & Hard work.
EDUCATIONAL CREDENTIALSEDUCATIONAL CREDENTIALS
MBA in Marketing 2012 ( SYMBIOSIS UNIVERSITY PUNE.
MSC IT. 2002 ( BHOPAL UNIVERSITY
PGDCA. 2000 ( BHOPAL UNIVERSITY
BSC(MATH). 1999 ( JIWAJI UNIVERSITY GWALIOR
Passport Number:Appiled forPassport Number:Appiled for ..
DOB:-04—01-1980DOB:-04—01-1980
Hobbies:Hobbies: Watching Movie., listening Music
References:References: Available on Request.
Date:-
(Vishal jain)
6. • Preparing overall presentation of the operation dept.
• Database management using Advance Excel - Macros, Advance Filter, Functions & Formulas, Pivot table, Goal Seek,
Importing & exporting data, validations.
• Managing SLA Target daily basis.
• Coordinate with Operations Department for Delay cases resolution.
• Coordination with other departments for complete arrangement of operations data.
• Handling The Vendor Team .
WORKING PLATEFORM
WFDMS(work force management system)CMS(Customet Management System), Clarify,SBI Messaging (SMS
Based PRO) , ECRM.
STRENGTH
( Good applied computer knowledge in MS Office & Windows. ( Ability to handle large volumes of data with
accuracy.
( Ability to cope up with high pressure & Leadership Qualities. ( A strong attitude towards problem solving &
Support. ( Punctuality, Self-motivation, Confidence, Teamwork & Hard work.
EDUCATIONAL CREDENTIALSEDUCATIONAL CREDENTIALS
MBA in Marketing 2012 ( SYMBIOSIS UNIVERSITY PUNE.
MSC IT. 2002 ( BHOPAL UNIVERSITY
PGDCA. 2000 ( BHOPAL UNIVERSITY
BSC(MATH). 1999 ( JIWAJI UNIVERSITY GWALIOR
Passport Number:Appiled forPassport Number:Appiled for ..
DOB:-04—01-1980DOB:-04—01-1980
Hobbies:Hobbies: Watching Movie., listening Music
References:References: Available on Request.
Date:-
(Vishal jain)