Arushi Manav Kathuria is seeking assignments in presales operations, customer service, risk management, billing, and customer accounting with a growth-oriented organization. She has over 14 years of experience in telemarketing operations, customer service, credit and risk management, billing, and systems implementation. Her experience includes roles at Getit Infomedia, Tata Teleservices, Virgin Mobile India, Reliance Communications, and E-Serve International. She is proficient in areas such as outbound telemarketing, customer service, credit and collections, risk and fraud control, and systems implementation and reporting. She holds a postgraduate diploma in planning and management and a bachelor's degree in economics entrepreneurship.

1. Arushi Manav Kathuria B-14, 1st
Floor, Jangpura Extension, Near DAV School, New Delhi 110014
Phone: 9212106137/ 7840006137 (M), 011-24372208 , 65952208 Email: arushi.kathuria23@gmail.com
Seeking assignments in Presales Operations, Customer Service, Risk Management, Billing and Customer accounting
with a growth oriented organization of repute
Professional Snapshot
□ An astute with over 14 years of experience in Telesales Operations, Outbound Strategy and Compliance, Provisioning,
Credit & Risk Management, Corporate Collections, Customer Service and Retentions, MIS and Analytics, Billing and
Customer Accounting, Vendor Management (New tie ups and Relationship management)
□ Proven track record of establishing systems, procedures and processes leading to system efficiencies
□ Excellent communication, analytical, interpersonal and organisational skills
□ Organisations Worked for: Getit Infomedia Pvt Ltd, Tata Teleservices Ltd, Virgin Mobile India Pvt Ltd, Reliance
Communication, and E- Serve International Ltd.
Core Competencies
Outbound Telesales Operations
Service Planning and Strategy, Contact Centre Operations, Revenue Enhancement, Partner Management, Budgeting and
Cost Control, Project Management
Customer Service and Complaint Management
□ Customer life cycle management through reiterating / redefining processes affecting the customers
□ Analysis, Recommendation and Project Management of the entire business process workflow and ensuring successful
implementation of the recommendations by coordination with different departments of the company
□ Improving customer satisfaction by timely closure of customer complaints, reducing escalations and close looping
□ Improving efficiencies by identifying and organizing training sessions at Call Centre and Touch Points regarding
updates and various processes
□ Decentralisation of Nodal helpline for Delhi and NCR which was replicated Pan India
Credit and Collections
□ Drafting & implementation of the Credit and Collection policy and process notes
□ Implementation of both Dunning and Retention tools to enhance resolutions
□ Resolving corporate issues end to end. For instance, billing, waivers and reversals, reconciliations, direct customer
interactions or meetings and lastly payments
□ Proactive prevention of Involuntary Churn by effective resolution of disputes
□ Proactive monitoring of Bad debts and Provisions and timely implementation of processes to control the movement
Risk and Fraud Control
□ Coordinating internal and external audits, evaluating internal control systems/ procedures to highlight the
shortcomings and implementing necessary recommendations
□ Setting up and implementing fraud control measures to curb and detect fraud
System Implementation & MIS
□ Designing, developing and implementing systems to ensure smooth functioning of operations
□ Supervising the preparation of MIS reports to provide feedback to top management on portfolio performance, viz.
risk policy, Complaints, SLA’s etc.
Employment Graph with Noteworthy Milestones
Ask Me.com (Getit Infomedia Pvt Ltd) Aug’13 till date
Current Role: AGM- Presales Operations (North and East)
 Pan India transition from existing decentralised setup to a National setup. Instrumental in Vendor Shortlisting,
Cost negotiations and Final On-boarding
 Develop and implement business tactics to support organizational strategies and goals and wherever
necessary, take required corrective/developmental action to remedy deficiencies
 Conceptualize/develop the presales strategy for B2B and B2C clients including offers, scripting, training and
campaign timing process changes, etc. for Outbound tele-calling setup
 Assist in the preparation of annual budgets and business analysis with leadership team
 Oversee the achievement of performance targets and budgeted goals for North and East India centres
 Work with direct reports to maintain, monitor and ensure employee performance meets established metrics and
benchmarks
 Solely responsible for CRM reconciliations and ensure timely activation of services

2.  Develop systems to manage Classifieds across country and enhance organisation’s presence
 Develop and coordinate presales selling cycle and methodology
 Development, implementation and oversight of Outbound acquisition sales programs basis competition
presence and offerings
 Drive continuous programs for improvements including the development of vendor standards.
 Constantly analysis the internal databases and give action items for enhancements and improvements.
 Oversee on going documentation of all processes and procedures for telemarketing channel
 Develop and oversee quality assurance process and standards through call listening, call calibrations and
audit scorecards
 Monitor daily results and prepare weekly and monthly analysis reports for Senior Management and further drive
the team for achievement
 Actively involved in system automations for smooth operations and enhanced deliveries for Pan India
Previous Experience
Tata Docomo Ltd 1st
Nov’10 till July’13
Current Role: Prepay Documentation and Provisioning Management (Corporate- Strategy)
 Driving Prepay Provisioning and Documentation process for the country for all business units
 Driving IT developments from the Business requirement end. Actively involved in the developments related to
New TRAI directive on Prepay Activation and Documentation process
 Documenting Business Requirement Specification & raising IT Change Requests for new IT enabled solutions
for Process and Business changes.
 Quality – Internal Process & Regulatory compliance.
 Working as internal consultant to analyze & improvise process gaps operationally.
 Implementing the improvements to increase productivity and effectiveness
 Guiding & supporting circle support teams for improvement in process deployed & conduct random audit for
checks
 Driving Regulatory (TERM) Compliance
 Actively involved in vendor selection & cost negotiation for new operations and processes from Service
Operations side.
 Managing complaints related to Activation, Provisioning & Product
Previous Assignment- Deputy Manager- COS (Corporate)
 Handled On-boarding for post paid customers for Pan India single handedly. Instrumental in new product
implementation and entire verification process
 Conceiving and planning process improvements to reduce manual interventions for capturing data, leading to
reduction in service costs
 Constant analysis of data to drive process improvements for enhancing CSAT and increase productivity
 Ensuring SLA adherence by establishing a comprehensive review process and driving it for efficiencies
 Dashboard management and execution to ensure a transparent view to the team and senior management
 Planning for additional revenue opportunities by development of Up-selling module for VAS and E-Bill
 Understanding and identification of the key gaps areas and organizing timely trainings for service partners
 Motivating and energising team members and partners by planning regular R and R’s for locations
Virgin Mobile India Pvt Ltd . 2nd
Jul’09 till 31st
Oct’10
Manager- Billing and Collections
 Strategized standardisation of collection process across regions leading to reduction in TAT and costs
 Effective management of billing related activities for Postpaid customers like Bill Printing, Dispatch Delivery
etc
 Introducing new processes along with Centralization for complaint management to enhance customer
satisfaction and reduce TAT’s
 Regular reconciliations with Bank and RA on payments updations and reversals
 Expense provisioning in SAP leading to timely payments to Billing and Collection vendors, Pan India
Reliance Communication
Customer Care Lead (Manager) for South Delhi (28th
April’08- 30th
June’09)
 Instrumental in re-engineering of Customer Service guidelines, Manuals, Policy and Process flow for Retail
shops including the system trainings for backend resource
 Customer life cycle management through reiterating / redefining processes affecting the customers.
 Effective and Timely training to channels on new product implementation
 Coordination of Mystery shopping exercise to gauge the genuineness and awareness of channels
 Regular Analysis of customer complaints to drive quality and enhance customer experience

3.  Dashboard management: Publishing Daily /Weekly / Monthly dashboards on Complaints / Escalations and Retail
outlet’s performance
 Organizing monthly R and R to recognize best performers and encourage the FSD’s to reach the optimum level
of customer satisfaction
Tata Telservices Ltd
Sr Executive- Credit and Collections (26th
Aug’-02 to 22nd
April’08)
 Team Management – Capacity Planning, Hiring, Training and retaining the members in the credit team
 Regular Portfolio analysis and update on delinquencies and suggesting future course of action or policy changes
to management
 Instrumental in the implementation of Ranger (Frand Management System)
 Played a major role in cost saving drive by telecalling delinquent accounts before allocating the same to the
bucket agencies
 Timely Dunning and Exposure Monitoring as per policy
 Controlling Vendor Payments and Agreements to smoothen all legal and Audit formalities
 Prepare and publish fortnightly and monthly Fraud MIS and Share learning’s with the Credit team
Customer Care and Analytics (CCA)
 Circle SPOC for call centre operations and process improvements from customer point of view
 Effective Management of Answering and Service levels to reduce call per sub and repeat call per sub
 Instrumental in handling TRAI mandate helpline and Consumer Forum cases for end to end closure
 Publishing Weekly / Monthly dashboards on Complaints / Escalations and Call Centre performance
 Organizing periodical training sessions at Call Centre and Touch Points regarding new updates and the
paraphernalia in and around the telecom industry
Voluntary Churn and Retentions
 Expert in Voluntary retentions and also in formation of Retention schemes to reduce churn for high value
customers
 Designing the concept and implementation of Win back programs for the churned customers
 Customer life cycle management through reiterating / redefining processes affecting the customers
 Finding innovative methods of controlling Churn by regular RCA’s and customer VOC’s
 Preparing Business Cases & evaluating any retention deal on Revenue parameter
 Coordination with TRAI for the closures of NDNC
Special Achievements
 Team awarded for an exemplary performance by the Group Chairman, Mr Ratan Tata for reduction in customer
complaints by 96% in 2 months by maintaining the unbarring SLA consistently, at Tata Teleservices Ltd.
 Green Belt certified for a project in Exposure Monitoring
 Quick Certified for a project on automation of SIM Replacement
 Recognized by HOD for initiating, implementing and documenting Dunning Process in post launch phase of Tata
Teleservices in Delhi circle
 Initiated a system for Dunning and successfully completed testing and implementation in pre-launch phase
 Rewarded with a Super Star Award for redefining the payout structure for DMS partners resulted in an annual saving
of 5 crores.
 Rewarded with the Achiever’s club award for the successful launch of best in Industry Prepay Activation process
Educational Credentials
 Post Graduate Diploma in Planning and Management from Institute of Information Technology, Ghaziabad (Session
2000-03) with specialisation in Finance and Operations
 Bachelors in Economics Entrepreneurship from Kalindi College, Delhi University (Session 1997-2000) in second division
 AISSCE (Class 12th) from Bal Bharati Public School, Pusa Road in Commerce stream
Personal Details
 Date of Birth: 23rd
Jan’1979.
 Martial Status: Married.
 Languages Known: English, Hindi & Punjabi.
Place: New Delhi Date:
Arushi Manav Kathuria