Hemant Raha has over 15 years of experience in customer service, operations management, and complaint resolution. He has worked at various telecom companies handling customer relationship management, activations, quality assurance, and team leadership. Currently, he is an Assistant Manager at Taj Television India focusing on service delivery, customer database management, and inventory control. He has a track record of successfully improving processes and reducing complaints through data-driven projects.

1. Hemant Raha Email: - hemantraha@gmail.com
Contact no. : - 8017777563
PROFESSIONAL SYNOPSIS
 A dynamic professional with 8 years extensive experience in end to end servicedelivery operations including Strategic
Planning, execution and management of service delivery operations of launch phase.
 Very strong exposure in designing customer experience management processes.
 Team Player with strong orientation in team building, organizational development and succession planning.
AREAS OF EXPERTISE
 Complaint Management: Single point of Contact for Network Related Complaints, Complaint reduction projects,
driving customer sensitivity across support functions and teams. Written communication to customers.
 CAF Management: - CAF management for District level, CAF compliance, DMS.
 After Sales Support: Overall Customer Relationship Management, After sales service management
Vendor account management, Quality management, Partner Selection, Coaching,
 Quality: Call centre quality audit, Complaint resolution hygiene audit, Service centre mystery audit. Rolling out of
trackers – Daily, weekly and monthly dashboards etc
 Training: Training Need Analysis, Planning for best training yield. Planning trainings for employee skill development
through leading training organizations
 Systems/CRM /Applications: Developing effective CRM applications, IVR UAT and Customer life cycle management.
Capacity planningfor roll outand conductingsimulation exerciseto enhance efficiency of systems and ensure security
and fool proof systems and processes
 Legal / Regulatory: Customer document management and presenting for audit. Vendor management, Managing legal
complaints, Nodal and Appellate, Managing customer grievances from consumer advocacy forums
 Managing Human Resources, specifically: recruiting, hiring, training and development, performance management,
and schedule workplace scheduling
 Team Development, to take responsibility for one’s own personal learning and development.
 IT Suppoort :- Providing desktop , Laptop & office IT support
Quality Improvement – Service Excellence – Cost Reduction Projects
 Repeat Call reduction
 Complaint per customer reduction
 Call per customer reduction
 IVR UAT for CSAT
 Improving average login hours of call centre agents
 Queue management in showrooms
 Cost of customer service reduction
 Project Abhay: - To reduce Complaint’s & Increase WOW experience for customer at various touch point’s.
Key achievements
 Implemented new process for bill trouble shooting and HNI customers as a service differentiator
 Customer First- Introduced Voice of customer awareness programme with cross functional support teams to increase
customer sensitivity
 Buddy programme for new hires in call centre
 Complaint Hygiene Reference Module (CHRM) – Module to capture errors done while creating complaint tags and
providing correct resolution for reference. This concept helped reducing complaints and increased FTR’s.
 Mini CRM – To capture interactions and tagging when the original CRM systems are down
 Incentive payout- score card model for franchisee operated customer touch points based on customer care
parameters
 Initiated 10 golden Steps to reduce data card complaints & Increasing in FTR’s & resulting in WOW Exp.
 Quarter on quarter holding number 1 position in PAN India for Complaint Management.
 Special award Received from CHIEF CSD HEAD, CHIEF HUMAN RESOURCE OFFICER & CHIEF OPERATING OFFICER for
customer resolutions.
 CHMAP AWARD for the Month of Aug’11
 Service Excellence Award for the Month of March’14.

2. ORGANISATIONAL EXPERIENCE
TAJ TELEVISION INDIA (PVT.) LIMITED (A ZEE COMPANY) as Assistant Manager Operations –Oct’14 till Date
Single Point for Contact for all Service, Inventory & Customer database Management.
 Accuracy ofDatabase & Records
 Zero errors in processing Agreements/New Sales/ Renewals/Collections etc -Analogue/ Commercial(
 Ensure the Dispatch ofAgreements & Invoices, Outstanding Annexure(Mediapro& Taj).
 DA/RA validations (Ensure correct inventory has beenaction/ provisioned)
 Customer Serviceand Dealer Management
 Ensuring all customerqueries / complaints/Requests (including "non receipt ofservice") are logged and closed within 24 hours.
 Ensuring regular visits todealers toaudit inventory and resolveissues pertaining toOperations. Tour planto besubmitted beforethebeginning of
every quarter.
 Support in SMS to DB’s inresolving errors related to billing and outstanding ofcustomers.
 Inventory Management
 Ensuring minimumstock levels aredefined andmaintainedateachstocklocation
 Ensuring No damaged/unusable inventory tobe found at TAJ stock locations.Unusableinventoryto bereturnedto Warehouseon receipt - either
by dealer/RO/stock point.
 Ensuring updating is doneinSMS within TAT -ofall IRDs issuedto customers / internalmovement to dealers/ replacements etc.
 Ensuring swapped/seededIRDs areupdatedin SMS within TAT
 Ensuring timely processing ofBoxRetrievals, SecuritydepositRefund.
 MIS
 Physical Stock report andStock reconciliation withSMS.
 Reconciliation of banked DSN withBank Statement to ensure nodelay deposit.
 Preparing Cheque bouncereport& Following up for collectionfor bouncecheques.
 Preparing Monthly, weekly performancetracker for entireZone.
 Filing & Documentation, RecordMaintenance
 Monitoring & ensuring that allCustomer andDealerAgreements arevalid and original Agreements along with Annexures are filed.
 Special Projects
 Ensure BankReconciliation, Inventory report consolidation,Stationary Management is doneas pertimelines
 MSO Records & HardwareClean-upExercise.
MTS (SISTEMA SHYAM TELESERVICES) as Specialist (Sub Vertical Head) Complaint Management & Activation
management CSD –May’11 till Oct’14
 Was Heading Complaint Management (CSD) for Kolkata, ROWB,Assam, NorthEast Circles.
 SINGLEPOINT OF CONTACT(SPOC) for all Network RelatedComplaint,Top Management,Nodal,Appellate, TRAI, etc.Escalations &Activation for
Birbhum Clusterof MTS.
 Taking Carefor Network Related Complaint(Technical complaints) for SP,Data Card etc.
 Responsiblefor managementfor all the CustomerComplainthandling Ensuring resolution ofcomplaints within the giventimelines.
 One point contactfor all the departments for status oncomplaints resolution
 Coordinating with IT team on CRMmanagement for department mappings,SLAadherenceand report downloads.
 Working closely withNetwork Team for Early resolution ofComplaints &reduction ofrepeatcomplaints ofCustomer’s
 Publishing dailydashboard on Complaints Resolutionstatus
 Root cause analysis on system relatedcomplaints, escalating themto Cross FunctionalDepartment and ensuring problem resolution
 Second tier case reviews andservicecomplaints.
 Effective resourcemanagementacross allteams.
 Managing Partner performance &drive themto achieveset targets within timelineassigned
 Publishing Error Tagging report,analysing thetagging ofComplaints and Requests rose by Contact centre.
 Single Point of contactfor Wrong recharge reversal within 2hours.
 Detailedfocus on Data Card, Smartphones Complaints with 24 hours resolution
 Maintaining Overallresolution at99% within timelines.
 Personal visits toHNI customers for Strategies to ensure resolutionofcomplaints,requests & enquiries.
 After sales servicemanagement
 Vendor account management
 Quality management
 Products and solutions management
 Dealeractivation Scorecard management
 Provide Technicalrepair for thecustomer as well as handling customers with regard totheproduct and service.
 Conduction of Training programs for dealers.
 Co-ordination with CAF Agency(Appx 40Team Members)
 Handling Prepaid& Postpaid ServiceProvisioning
 Handling Data Management & Business Analysis
 Ensure Product& Process knowledgeoftheteam.
 Ensure Error Free Prepaid& PostpaidProvisioning
 Responsiblefor all activation at ZONAL level.
 Responsible for timely CAF uploading & ensuring uploading errorless.
 Ensuring Activation within SLA.
 Coordination withRetailers &distributors for CAF delivery.
 Reports Management.
 Coordination withASM, City leadfor CAF not received.
 Auditing all theCAF’s entry doneonlinewhileactivationofAny MDN.
 Integralpart inactivation team whilenewprocess launchedacross Telecomoperators from 9th Nov’12.
 Taking carefor training atagency.
 Visiting MR’s & DPare for CAF education for errorless CAF submissionatCAF Agency.

3. Future Group as Sr. Executive –Dec’10 till May’11
 All Issues related to IVR & Coordination with respective service provider.
 Managing a team of 25 representatives & directing their activities for the achievement oftargets and goals.
 Managing the overall performance analysis ofexisting lists and programs.
 Developing and supervising a team ofrepresentatives and preparing their performance reports.
 Identifying, recommending and supporting the implementation ofvarious programs for the improveme nt of contact centre processes.
 Managing Q/R/C for across India.
 Responsiblefor all the Email responses raised by customer @ Customer service, Nodal, Appellate, Top Management / Internal es calations.
 Monitor and control Service Level Adherence (SLA) PAN India.
 Close looping of all Complaints raised in system (CRM), captured at all touch points.
 Timely review of defined Cross functional Closure SLAs in CRM, as per the Closure efficacy and industry benchmark.
Bharti Airtel Ltd as Executive – Team Leader (FaultManagement, Airtel Enterprise Service)since April ’08 till
Dec’10
 Ensure the achievement ofthe Contact Centre Service Levels/SLAs.
 Handling a Team for 30 Members (Direct reporters).
 Monitor the customer complaints on a day-to-day basis.
 Handle escalations as per the escalation matrix.
 Coordinate with the Bharti backend team/field CSG team to facilitate efficient resolution ofcustomer issues.
 Ensure delivery of necessary reports and information on the process as per requirement.
 Manage the performance ofthe team members as per laid down KRAs Identify areas oftraining and skill enhancement for the team.
 Facilitate the day to day requirement ofthe team with respect to admin related issues and coordinate the same.
 Administer the fun@work agenda and manage the motivation and expectation ofthe team.
 Coordination of Fault origins with other Vendors.
 Provide support to Field Operations and project team as required.
 Dispatch, Work Order and TThandling.
 Corrective & preventive Maintenance.
 Floating IJP as per the requirement.
 Closing of IJP as per the TAT.
 Preparing monthly Audit reports and updating them on daily basis.
 Preparing MOMand reviewing previous MOMpending points for future follow up.
 Responsiblefor thecompletemanagementofthe KRA’s which include SLmanagement,attrition, Quality analysis, Manpower Planning, Agent and
seats Utilization.
 Well versed in managing motivating andleading teamfor running successfulbusiness process operations with proven ability of achieving targets.
 Hiring, Trainings for New Candidates.
Bharti Airtel Limited As Executive – Customer Service Delivery/Relationship Manager (Nodal, Appellate, TRAI & TM Escalations,)Nov’07 –
Mar’08
 Managing the escalations, complaints & requests (QRC) logged through IVRS system for the entire UP-West.
 Ensuring adherence to quality assurance processes.
 Fault Management for Noida Ghaz.
 SLAadherence for the TTrose.
 PRI Testing.
 To ensure customerretention &loyalty ofthe critical& high valuecorporate accounts through various proactive& reactivemeasures thus resulting
in enhancing revenue through reduced churn & higher usage
 Service Resolution: To ensure speedy & accurate resolution for all service request, complaints, query through backend support .
 Identification of reasons ofchurn and driving improvement action plans at various functions.
 Responsible for the operational management and analysts on churn and retention.
 Focus on task and subject specialization in churn and retention.
 Initiate Proactive plan Revisions
 Establish the necessary MIS to monitor performance.
 Ensure necessary training ofall front-end executives across all affected functions for error free delivery ofproducts and services.
 Generating daily, weekly and monthly Uptime reports ofimportant customers.
 Coordinate with other supporting departments to facilitate quick resolution to customers.
Projects:
 Have also completed one Yellow belt project. “Repeat Bill Faults disputed by the customers”
 IVR UAT & Implementation.
Airtel Showroom & ARC In chargefor Noida & Ghaziabad(QRC) May’07-Oct’07
 Responsible for the Walk-in sales and revenue generation.
 Responsible for Complete Experience Delivery at the showroom.
 Responsible for Maintenance and upkeep ofthe Showroom.
 Ensure effective handling ofwalk in customers.
 Provide end-to-end resolution on feedbacks/complaints received from customers.
 Ensure timely resolution and 100% follow-up and closure ofcases.
 Ensuring all walk in customers get the Brand experience.
 Ensure team achievement ofdefined KPI’s with consistency in performance.
 Tracking and monitoring Team’s performance.
 Need to maintain store opening and closing check list.
 Preparing MIS of stores & Generate Data as per management requirement.

4. Position: CustomerCareExecutive-CSDMay2006toMay2007
 People and process management for process quality, complaints and service levels measurement based on ACD reporting
 Monitoring The Team Level Performance and Quality ofthe Process
 Monitoring the Service Level and the CCR ofthe Process
 Doing a Project on Attrition Control for the North Circle.
 Preparing and Measuring and analyzing the Performance matrix ofthe Process
 Involved in the Scheduling and forecasting ofthe North Voice process.
 Working on a project to reduce the Repeat call to the call center.
 Part of the Hiring team for Airtel North Circle.
 Introducing new products and services for brand differentiation, enhanced value proposition.
 Analysis of customer usage behaviour. Study oftrends and benchmarking information
 Conceptualizing and implementing strategies for increasing awareness, service uptake and usage
Academic Qualification
 Graduation: Engineering In Electronics & Telecommunications 2006
 Diploma in Electronics & Telecommunications 2003
 10th passed from C.B.S.EBoard in 2000.
PERSONAL DETAILS
 Date of Birth : 16th July 1985
 Email : hemantraha@gmail.com
 Mobile : 8017777563
 Marital Status : Married