Ningappa Galagali has over 11 years of experience in customer service and operations management. He is currently the Collection & Retention Lead at TATA Teleservices Ltd, where he is responsible for reducing churn and enhancing collections and retention. Previously he held roles in credit operations, acquisition process management, and customer care. He has a PGDBA in Finance and BBA, and has consistently met or exceeded targets for metrics like collections percentages and churn rates.

1. NINGAPPA GALAGALI
Email: ningu6mg@rediffmail.com; Mob: 91-9243199663, 91-9739792690
Objective- Challenging assignments in fields of Operations Management, APM, Retention and Collection
management, Credit Analysis, People Management, Customer Relationship Management and Customer Service
in an organisation of repute.
PROFESSIONAL SYNOPSIS
 A qualified PGDBA (Finance) and BBA (Business Administration) with more than 11 years of
enriched experience in Customer Service and Operations Management and 03 years of enriched
experience in Credit Operations.
 Presently designated as “Collection & Retention Lead” Customer Service Delivery with TATA
Teleservices Ltd, Hubli zone, Karnataka Circle, located in Hubli.
Purpose of the Job:
• Custodian of Customer Service Experience at the Zone
• Own and Deliver Collection and Retention KPI’s for the Zone in line with AOP
• Implement & Drive Collaborative Initiatives on Customer Service at a Zonal Level, in order to
significantly enhance business performance.
Deliverables (Key responsibilities)
• Ensure operational execution of Retention and collection strategy at the Zonal level to reduce churn
and enhance collection.
• Drive High Value Service Experience to increase customer retention and Revenue from these
segments
• Regular review and monitoring of channel partners & agencies to ensure higher performance and
productivity
• Ensure self care awareness ,Vas revenue up sale, GPRs & data service solution at touch points
Major Challenges:
• Managing the push and pulls of Sales Vs Customer Service
• Understand & Proactively prepare for future business challenges based on current trends
• Needs to hold and demonstrate knowledge and competency across relevant domains in order to
manage and drive different stakeholders towards a common goal and direction.
• Team Management Capabilities & Managing Training and Attrition at Agency Level as well as direct
team
• Manage Conflicts
Demonstrate (Key competencies)
• Leadership qualities
• Zonal Expertise combined with a Global mindset
• Enterprising and entrepreneurial
• Teamwork and Collaborative
• Team Building & Team Management Skills
• Result Oriented – Believes in driving by example
• Analytical and Problems Solving Skills
• Ability to Influence and drive a Collaborative approach with different stakeholders
Dimensions
Impact of position on:
Revenue Value Churn, Opex.
Budget Delivery of Zonal AOP Targets
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2. Since April’15 to till now, with TATA Teleservices Ltd. as “Collection & Retention Lead”
Customer Service Delivery, Hubli and Gulbarga zone, located in Hubli
From April’13 to March’15, with TATA Teleservices Ltd. as “Retention Lead” Customer
Service Delivery, Hubli zone, located in Hubli
September’11 to March’13, with TATA Teleservices Ltd. as “Collection Lead” Customer
Service Delivery, Hubli zone (Hubli, Gulbarga and Belgaum), located in Hubli
Retentions:
• Field Retention (GSM - Bucket 1 )
• Retention from De-active bucket (CDMA)-L1, L2
• Vol Retention Efficiency % - CDMA and GSM
• Overall HV Churn
CDMA Post-paid < 2.00%, Voice < 2.00%,
GSM Post-paid < 4.00%, Voice < 4.00%,
• Awarded 2 times star of the month award for achieving reducing churn in FY 2013-14.
Collections:
• % Collections / Net Billing CDMA, GSM and Over All Mobility
• Account resolution CDMA and GSM
• L0 collection value – CDMA and GSM
• Field Collection (GSM - Bucket 1 ) –MTD and BC
• Field Retention Team Collection -CDMA - (0-30) (30-60)
• De-active collection (CDMA)-L1, L2, L3
• De-active collection (GSM) -L2, L3
• Legal collection
• % Bad Debt / Net Billing (CDMA) (GSM) (Mobility)
• Achieved YTD 99% collection on billing in FY 2012-13.
• Awarded 3 times star of the month award for 100% collection on billing in FY 2012-13.
• Awarded 1 times star of the month award for 100% collection on billing in FY 2016-17.
September’05 to August’11, with TATA Teleservices Ltd. as “Post Paid APM Lead” Customer
Service Delivery, Hubli zone (Hubli, Gulbarga and Belgaum), located in Hubli
Complete tracking of Post-paid CAF Login and TAT monitoring from CAF Login to OE and OE to TV.
• Postpaid CAF Login, Scrutiny and System Entry.
• Order Entry (CAF login) has to be done within 24 hrs of CAF Received (% within 24 hours)
• CAF Logistic, CAF Login, Order entry, Quality Check, Scanning, DMS upload.
• Arranging CAF Pickup from new channel partner coming on board.
• End to end complete Post-paid CAFs login monitoring and co-ordinating with DMS partner on timely
completion of Order Entry.
• Periodic Refresher Training and Communication to CAF Pickup agency on existing and new DoT and
Company policy to pick the compliance CAFs from market.
• Monitoring of Bulk Login and Pre-AV SLA adherence
• CAF Rejection - Post - 2nd Level < 2%
• CAF Rejection - Post - 1st Level < 5%
• Term Compliance
• AV Related SR SLA compliance
• Variance between Gross and Net AV
• Welcome letter delivery and POD upload within 4 days
• CAF Logistic, CAF Login, Order entry, Quality Check, Scanning, DMS upload, Indexing and Ware housing
and TERM Retrieval.
• Tele Verification for Outstation customers.
• Physical Verification for Bulk Connection with End user details and Periodic Audit as per TERM
Requirement.
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3. • Monitoring of Bulk Login and Pre-AV SLA adherence
Since August’02 to August’05, with ICICI Home Finance Company Ltd. as Coordinator to Branch
Credit Manager, Located in Hubli.
Job Profile:
• Appraisal of housing loan proposals (Individuals, SEP and SENP) & recommending the
proposals for approval.
• Financial Statements Analysis with view to credit approval and interpretation of significance of
ratios.
• Detailed analysis of various financial documents provided by the customer.
• To meet the walk-in-customers and explaining the home loan schemes, collecting relevant
documents and co-coordinating between customers and channel partners.
• Preparation of MIS and submitting the reports to the credit manager.
• Reporting to Branch Credit Manager (BCM).
Job Responsibilities:
• To verify the documents that has been provided by the customer and request for pending
documents through concerned team.
• Interact with the customer in order to determine the loan requirement, purpose of loan,
income sources
• Post login of file into the system, conduct verification or initiate for verifications through third
party, wherever available as per guidelines received by Head Office
• Conduct personal discussion to resolve all queries related to issues identified during
verifications.
• Documentation and credit approval
• Prepare the proposal document detailing the loan eligibility after analyzing customer data and
as per credit guidelines.
• Approve cases for loan eligibility up to limit that has been assigned and recommend cases to
higher authorities as per policy
• Generate offer letter for the customer, collect property documents, and initiate technical and
legal verification.
• To complete post sanction formalities related to checking of documents, execution of loan
documents, collections of additional documents & PDC’s as per the guidelines and prepare the
docket inclusive of all income/ property/ customer related documents.
TERM (VTM- Vigilance and Telecom Monitoring)
• Customer Sub base has to be declared in beginning of every month to VTM (within agreed timelines)
• Bulk Verification- Percentage Barring of Negative Cases.
• TERM Scores has to be improved month after month- % score based on TERM audits
• Active Sub-base declaration, VTM (T.E.R.M.) Sample mapping with Ware house data, CAF Retrievals,
CAF Submission to TERM cell, CAF Audits in TERM Cell, CAF Compliance internal score.
Reports
• Consolidated CAF login report on Daily basis, CAF Rejections report, CAF pendency and Circle CAF
compliance report, Conveyor belt report to check the Acquisition process Health, Scanning & DMS
uploading report for Vendor, Quality check error report
Channel Management
• Training Effectiveness to channel management - % of rejection at login
Training:
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4. • New product & process knowledge sharing with back end team, Process training for new joiners, Weekly
concall with back end team for process streamlines.
Quality Score
• Quality Score for Order Entry has to be monitored so that Errors making Executives can be well trained.
• Quality Score login monitoring be 100 % so that there is no received CAF pendency.
• Monitoring Process compliance, Login Compliance and Order Entry compliance for the circle.
C- SAT
• Make sure SLA adherence is monitored so Customer gets satisfactions and issue is resolved within SLA.
December ’08 to June ’09 with TATA Teleservices Ltd. as Customer Care Lead for Bellary town (APM,
Collection, Retention & Complaint Management). Located in Bellary
July’07 to November’08 with TATA Teleservices Ltd. as Customer Care Lead for Belgaum town (APM,
Collection, Retention & Complaint Management). Located in Belgaum
September’05 to June’07 with TATA Teleservices Ltd. as Acquisition Process Management Lead for Hubli
Cluster (Hubli, Belgaum, Bijapur, Gulbarga, Raichur, Bellary & Davangere). Located in Hubli
Detailed Key Responsibilities:
• Pre Verification of Post Paid acquisitions within SLA
• AV Related SR SLA compliance
• Variance between Gross and Net AV
• Physical Verification for Bulk Connection with End user details and Periodic Audit as per
TERM Requirement
• Welcome letter delivery and POD upload within 4 days
Since August’02 to August’05, with ICICI Home Finance Company Ltd. as Coordinator to Branch
Credit Manager, Located in Hubli.
Highlights:
• Appraisal of housing loan proposals (retail & non-retail products) & recommending the
proposals for approval.
• Financial Statements Analysis with view to credit approval and interpretation of significance of
ratios.
• Detailed analysis of various financial documents provided by the customer.
• To meet the walk-in-customers and explaining the home loan schemes, collecting relevant
documents and co-coordinating between customers and channel partners.
• Preparation of MIS and submitting the reports to the credit manager.
• Reporting to Branch Credit Manager (BCM).
ACADEMICS & CREDENTIALS
• PGDBA (Finance) from Symbiosis Centre for Distance Learning, Pune, 2006 the grade awarded is
“B”.
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5. • BBA from Karnataka College (Karnataka University), Dharwad in April/May-2002 the grade awarded
is “First Class”.
• PUC from BHS Arts & TPG Science College (BLDE Association), Jamkhandi in June-1999 the grade
awarded is “First Class”
• SSLC from Shree Veerabhadreshwar High School, Halagali in April-1997 the grade awarded is
“Distinction”
Additional Qualification Includes:
 Expertise in formulating & implementing effective strategies, market research, product management.
 Proven, verifiable year after year success in achieving revenue & business growth objectives in highly
competitive environments.
 Excellent communication/relationship management skills; astute in leading teams to enhance
profitability.
 Develop and create strategies and policies aligned with organizational goals.
 Provide mentoring and guidance to subordinates and other employees.
 Strong verbal, written communication and presentation skills
 Good organizational, planning and problem solving Skills
 Ability to create processes to ensure accuracy and completeness of work
 Demonstrated ability to manage to multiple dependent outcomes
 Good program and/or project management skills
 Ability to analyze and summarize data into established formats
 Drive data based continuous improvement programs
 Ability to collect and organize data, validate the accuracy of data, resolve inconsistencies, perform root
cause analysis and interpret data
PERSONAL EXPOSURE
Family:
We are five members in our family. Self married, Father is Farmer, Mother is House wife, Younger brother is
Farmer and youngest brother is Military Police at Indian Army.
Born : September 29, 1980
Languages : Kannada (Mother Tongue), English (Bilingual)
STRENGTHS & OPPORTUNITIES
Strengths:
• Strong analytical and conceptual skills
• Leadership and Team Management
• Communication and Presentation
• Innovation and Change
• Inter-personal Relations
Opportunities:
• Qualitative writing
• More patience & staying ability
• Better team (people) management skills
IT CREDENTIALS
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6. • Well versed with professional Word Processing, Spreadsheet Microsoft Excel 2007, Spreadsheet
Microsoft Access 2007 and Presentation Packages 2007 package.
TRAINING
• Various Training of soft skills, Customer care and Retentions.
• Promises and promises: Build Team Unity, Increase Trust, Boost internal Customer Service, Clear
Communication, Greater productivity through efficient processes and decreased cycle times.
• Managing Teams- a range of approaches and tools to assist in the management and development
of team
Projects:
1 “Project Manthan” Verification of Complete Prepaid and Post paid CDMA CAFs. Some Old CAFs of
2002 to 2008 were Non compliance as per DoT guidelines.
Activity Summary:
• Identification and Segregation of Major error, Minor error and OK CAFs.
• SMS Blast, OBD and Hot lining of Major error Customers
• Collecting the actual user correct CAFs and updating the data base as per TERM compliance.
• Correction of minor CAFs and updating the data base.
Ningappa Galagali Mob: +91- 9243199663
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7. • Well versed with professional Word Processing, Spreadsheet Microsoft Excel 2007, Spreadsheet
Microsoft Access 2007 and Presentation Packages 2007 package.
TRAINING
• Various Training of soft skills, Customer care and Retentions.
• Promises and promises: Build Team Unity, Increase Trust, Boost internal Customer Service, Clear
Communication, Greater productivity through efficient processes and decreased cycle times.
• Managing Teams- a range of approaches and tools to assist in the management and development
of team
Projects:
1 “Project Manthan” Verification of Complete Prepaid and Post paid CDMA CAFs. Some Old CAFs of
2002 to 2008 were Non compliance as per DoT guidelines.
Activity Summary:
• Identification and Segregation of Major error, Minor error and OK CAFs.
• SMS Blast, OBD and Hot lining of Major error Customers
• Collecting the actual user correct CAFs and updating the data base as per TERM compliance.
• Correction of minor CAFs and updating the data base.
Ningappa Galagali Mob: +91- 9243199663
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