Sonalbajpai is seeking a new opportunity to leverage her 14 years of experience in telecom customer service, collections, billing operations, and management. She has a proven track record of improving productivity, profitability, and customer satisfaction. Her skills include customer relationship management, team building, complaint management, and meeting key performance metrics. She is seeking a role where she can continue providing excellent customer service and achieving organizational goals.

1. Sonalbajpai
1/135-D Vipul Khand Gomati Nagar, Lucknow 226001
Contact No.: +91-9918315393,E-mail: diya0319@gmail.com
Thanksfor yourinterestinmyProfile.
Enclosedismyresume outliningmyqualifications andsome of mykeystrengthsincludes.
 Establishingskillsindetectingcritical customerdeficienciesanddevelopingpreventive
strategiesandsolutionsforhighendcustomersand channels.
 In depthknowledge andinitiatorof process,alongwithexpertin automationof manual
processthroughadvance software’s.
 Exceptional capacitytoenternew environmentsandbegintoproduce clear cut resultsfrom
the start with
Well-developedtechnical andcommunicationskillsthatare easilytransportedbetween
differentorganizationsandvariable workingenvironments.
 Capable of successfullyimplementingalarge scale customerservice/collectionssupport
solutionsthatentail innovative designanddevelopmentof broadbasedoperations.
A personal interviewtodiscuss the waymyskillsandabilities canhelpyouinachievinggoalswill be
mostappreciated.Pleasefeelfree tocontactme anytime.Thankyouforyour consideration.
Sincerely
Sonalbajpai
Enclosed:-Resume -Sonalbajpai.

2. Sonalbajpai
1/135-D VipulkhandGomti Nagar, Lucknow 226001
Contact No.: +91-9918315393,E-mail: diya0319@gmail.com
Objective
To leverage mystrongoperational andstrategiccapabilitiesthroughmyvastexperienceof 14 years
of telecomin managementof variousfunctions,Credit&Collections,BillingOperations&Customer
Service forgeneratingahighlevel impacttobringcontinuingsignificantchange andgrowth.
Career Profile
Diversifiedcustomerservicemanagementexperience withademonstratedrecordof success in
administration&solutionconsulting,and“turnaround“ situations resultinginimprovedproductivity
and profitability.Trackrecordof providingexcellentcustomersatisfactionand,management
workload.Exceptional communication,presentationandpeoplemanagerskillswithdemonstrated
abilitiestoanticipate customers’needsandprovidetotal solutions,teambuilding,teambuilding,
customersupport& servicesandcustomerrelationshipmanagement.
Current Scenario:-Zonal Manager& Trainerat AvonNew York. October15 till now
 Target sales (NTA).
 Appointments
 Activities
 Training
 Fashionshows & Ramps
Working Experience(14 years CSD)
Vodafone India ltd 06/014 –
September.
Sr.Executive-Customer Service—CSG.
C&C,Complaintmanagement, Operations management, Training&Audit( Call centre)
 Customerlifecycle management
 Churn control& retention (introducestoolsto retain above0-60 bucketchurn along with
introduced nonpaid collection processin involuntary churn cases.)
 Relation calling forall typeof threat base customers.
 Paymentprocess managementthroughECS,Creditcards &Paymentgateways,reducedbad-
debtsbyemphasizingonthe deactivate base andensuringduesfromthem.
 Rural Post-paidbusinessbyBuildingthe bill distribution/verification of the ADVMS
locations.

3.  Responsible forcompliance reportingtoTRAIand qualitymatrix.
 Refundco-ordinate foroverallUPEASTcircle,reducedaverage requestforrefundof post-
paidsubscriberalongwithintroducedbestprocessinoverall 23circles.
 Bill tobill Collections,low baddebtsonaverage collections&Recoveries,QCR.
 Outboundcollectioncallings,creditcalling,bill generationanddeliveryprocess,
leadgenerations
Management Information System:-
 Database Management: Data Mining for CS-Department .
 Reporting: Analyzing, Managing MIS Reports related to Call Centre.
 Call centre Management: Call Centre Revenue , SL Repeat and CSAT Management
 Communication: Promotional Offer base management on Request URL for ICC &
OCC.
URL Development & Management:-.
 Vodafone Capsule:Briefingsforagentsof Call Centre andRetail.
 Name Tune:Capture Name Tune RequestsandNew RequestforNamesforRevenue
Enhancement.
 Datapedia: RepeatCallerReductionandICR/ICMtaggingReductionCampaignfor
2G / 3G customers.
 Networkpedia:RepeatCallerReductionandICR/ICMtaggingReductionCampaignfor
Networkissues.
 PlanRecommender:ProvidesBestFitPlanforcustomeraccordingto theirdata usage.
 ASKYour Query:ResolutionandSuggestionstoDataexpertteamfromUPE Circle.
 CRM Revamp:AdditionandDeletionof LOV’sinCRM
 Data Calculator:Calculate exactdatavalue andamountof usage forCustomer.
 SafetyTipinVF Capsule:SafetytipstoCall Centre agent.
 Rural Paid:Buildingthe billdistributionof the ADVMS locations
 Liaisingwiththe agency(Billing/verification)toensure properexecutionof activitiesasper
the proposedplan.
Employee Development,Cost& Change Management
 InductionProgramme forNewJoinee
 Ensuringtrainingneedsof teamforperformance enhancementandoverall development
 Team Bonding
 Ensuringqualityaudits&process
 Employee attritionatagencies<10%
Ensuring followingcostare within budgetedlevel
 Bill deliverycost
 0-30 days suspension
 Greenbill promotion
 SI promotion
 AMDOCS & CPOS smoothimplementationwithoutanyimpactonthe business
 CRM paymentupdationmanagement

Health, Safety & Wellbeing (HSW)

4.  Ensure compliance toHealth& safetywellbeingpoliciesof all the staff
Key achievements:-
 In overallpost-paid tenureC-Satachieved 94.6.% highestever.
 Repeatcomplaintcountcame down at3.1% lowest ever in history of post-paid.
 Reduced provisioning errorwaiverfrom7 lacs to 33K onoverall Post-paidbase.
 Developed a VOCbaseURL “POSTPEDIA,DATA PEDIA & NETWORKPEDIA”forfrontliners.
 Initiated plan migration of all 3G non-throttled base to “best fit throttling plan” for reducing
data waivers and high exposures with resulting in greater customer satisfaction.
 Collection 105% bad debt below 1%.
 Acted as NationalSPOCforcorporateprojectsand fastforward corporateprojectsin UPEAST
 Reduced cost of billing from 5.9 to 3.5 and initiated GO GREEN in Up-East from 1.7 to 18% on
active base
 Successfully created the SMS broadcast process on bill delivery for C-sat
 Brought down the Undelivered Bill percentage @1%
 Selected as” Circle Service Champion” for excellent customer service, (Happy to help)
 Achieved 98% bill disbursement in 7 days bill delivery cycle and against the nation target of
95%.
 PaymentmigrationactivitysuccessfullymigratedtoVodafone sharedservicesltd
(Ahmedabad).
Hutchison Telecom(UPEast) . 03/04-06
Executive:-Responsible for managing the overall back office from activations to key
accountable for all duessettlement of post-paid customers.
 Monitoringandprocessingoverall Post-paidactivationsof pre-actcards.
 SuccessfullyinitiatedsmsbasedapplicationRemote customercare andmanaged.
 EnsuredweeklyinventoryauditsforSIMcards, refill coupons,handsets,marketingpointsof
purchase withmonthlyfollow-upwithshoptoimprove service qualityof hutchshops.
 Administeredandcontrolled abackendsupport teamforall collectionsandcustomer
services.
 Responsible forcircle MISreported tocorporate for CS & Collections.
 Activelymanageddifferentvendorsforlogistics &billing.
 Ensuredsupportto franchisee fromall departmentsandtimelyclearance of theirdues.
 Co-ordinatedactivityflow forall customercontactprogramslike personal sessionswith
subscriberstounderstandtheirneeds.
 Devisedretentionandsatisfactionplansforexistinghighnetworthindividual(HNI)
customersfromthe shops.
Key Achievements
 Enable a highlyproductive teamenvironmentbysuccessfullymanagingthe entire
operationsof HTS anddistributionchannelswhichresultedinreducingchurninkey
corporate Accounts.
 Customercontactinitiativesachievedfootfallsand conversionsthusincreasingvisibilityand
thusprofitabilityof sales&service Centres.
 Initiatedasmsbasedquizfor call centre for live feedbackprocess.

5.  Successful insettingupaprocessto cater to customerneedsbetter.
 Team buildingmentoringandmonitoring.
Essar Cell phone IndiaLtd 00/04
 Inbound Call Centre executive.
 HandlingHNIcustomerson121.
 MIS Co-ordinate incall centre forcorporate coordination
 Remote customercare management.
 CoordinatingforComplaintmanagement.
 InitiatedDHLdeskincall centre tenure.
Key Achievements
 Awardedasa star performerregularly.
 Executeddifferentmotivational activitiesforcall centre agents.
 Performedsurprize testsforagentstobrushup theirknowledge.
 400-500 manual activationsina day done forpre-actcards and breakthe records of
activation.
 Resolvedcomplaintsof subscribersinsingleattemptnorepeat.
 Maintainedthe lesscomplaintrecordsoncalls.
Other Achievements:-
 Active memberof HR-AdminOffbeatTeam.
 Organisedvariousfunctioninhouse,employee engagement,worldof difference etc.
 Establishedcafeteriacommittee panel andbroughtdifference infoodtaste of employees.
 Managed Vodafone cafeteriaformore than5 yrs.
 Othersetc…..
Education
MBA-(Marketing) 2013-SKMU.(Correspondence).
PostGraduations(Sociology) 1999-Kanpur University.
Graduation(Bachelorof Arts) 1996-Avadh University)
SeniorSecondary(Intermediate) 1993-UP Board.
OTHER INFORMATION
Last Company:- Vodafone India Ltd
Date of Birth :-09.12.75
Last CTC:-6.95
Language:-English.Hindi
Marital status:- Married
Extracurricular & Activities:EventOrganising,Music,Travelling,SkinandHairspecialist (Diplomain
cosmetologyfrom VLCC) etc...

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