1. ADIL AKHTAR
: +91-9990009102; : adil.idea@gmail.com;sahil_78660@yahoo.com
: H.no B-80/2,Thokar No-7,Shaheen Bagh Okhla - 110025
BACKEND OPERATIONS PROFESSIONAL
Looking for a Challenging Opportunity in a Competetive Organisation Where I Shall be a key Member in the growth and
Success of the Company.
PROFESSIONAL EXPERIENCE
Total Experience - 11 Years(06-June-05 till 25-04-16)IDEA CELLULAR LIMITED
Joined as an ISEP TRAINEE(Customer Care Executive)from (06-06-2005 till 05-Nov-2006).
Promoted to EXECUTIVE Service Provisioning and Activations(SPA)Prepaid from(06-Dec-2006 till 19-July-2011)
Promoted to SENIOR EXECUTIVE Service Provisioning and Activations(SPA)from(20-July-2011 till 25-Apr-16)
• Worked as a SENIOR EXECUTIVE with Idea Cellular Limited(CSD)from (06-June-05 till 25-04-16)
STRENGTHSSTRENGTHS
• An Experience of more than 10 years in managing and entire gamut of Error free Service Provisioning,Backend
Operations, and Reporting and Customer Service with hands on knowledge of Customer Relationship
Management and Team Management.
• An excellent team player with a high caliber in creating and executing entrusted resulting in high impact customer
attraction and development and positive approach and a track record of target achievement.
 Possess a methodical approach to collecting information, analyzing situations and finding innovative
solutions.Outstanding communication skills, verbal as well as written coupled with exceptional presentation skills with
the ability to perform above expectation. Excellent temperament to multi- task and coordinate various activities under
high pressure and time constraints.
 Result oriented professional with excellent reasoning and analytical skills and an exceptional talent for problem solving
through logical thought processes, is able to work independently with minimal supervision.
PROFILE
• Acting as an escalation gate to resolve critical issues of the team members and Customers.
• Handling of Gold,Silver and Corporate(Inbound)Customer Complaints thru Mails,Chats and Calls and providing End
to End Resolution to the Customer.
• Queries Handling related to Prepaid and Postpaid Customers.Issues related to Barring/Unbarring,SIM Exchange,Bill
Plan Change,Post to Pre Migration and any type of Service Profile Change.
• Resolution of Escalated Cases received thru CIM team and providing first hand Resolution to the Customer thru
Mail,Calls and Chats.
• Handling of Critical Issues of the Customers with the help of FDE and FDO’s Stationed at MY IDEA and CRS.
• Time to TimeVisit on My Ideas for Imparting Training to FDE’s and FDO’s about the Process Updates.
• Regular Follow ups with the Customers for Closure of Complaints(Gold,Silver and Corporates)
• Outcalling for GPRS Customers Issues related to (OTA Settings & Handset Settings )
• Follow up with Corporates Relationship Managers(RMs)for Entire Customer Life Cycle Management.
• Resolution of technichal issues of the Customers with the help of IT Team,Switch Team,RA team and IN
Team.i.e(Order Stucked in Published due to HLR,CRM and IN Mismatch)with Regular Followups.
• Closure of Complaints within 100% TAT(Turn Around Time)thru Crystal(CRM)
• Root Cause Analysis(RCA) of the Complaints thru Outcalling and Providing FCR to the Customer.
• Regular Analysis on Major Reasons of Complaints resulting into Process Improvement on Process gaps identified
• Coordinating with PPDs and CMAs for documentation problem also coordinating with sales to solve their day to day
problem.
• Active participation in quiz programs to update knowledge about company launching activities & other working
activities.
• Looking after unbarring of Pre-Paid customer according to daily activations & total documents received.
• Coordinating with other department like IN, IT, Marketing, Sales & RF and other Department to give FCR to the
customer.
• Responsible for sending Dashboard and MIS to Activation Team,Sales Team and SD Team as per requirement.

2. • Coordinating with IT team in order to keep all the running software error free and provisioning (barring-unbarring),
data compilation, complaints generation, queries handling related to prepaid & postpaid customers with the help of
various software.
• Reconcilation of Bill Plan Migrations on daily basis and sharing of MIS on daily basis and Total GPRS Base
Reconcilation also done on the Same Day to Minimize the Errors of Combo Plans.
• Activation of 3G default Packs on base provided by Marketing thru Bulk in CRM.
• Cancellation of Bill Plan Change Order on daily basis as per data received from Marketing Team.
• Monitoring of Published Cases as per data received from IT Team and Escalate the same to IT for Early closure of
pending cases(RCA and Closelooping)DCoin Cases(Stucked at IN and HLR)
• To ensure Customer"Delight"by implementing speedy, efficient and effective service delivery processes.
• Error free and timely activation of services, Any change in the services as per customer request.
• Circle SPOC for all the CRM related issues Prepaid.
• Organize Customer Contact programs at each touch points.
• Monitor customer complaint resolution as per SLA from all customer contact Points.
• Generation of Tickets at IT Helpdesk for quick resolution of customer issues.
• Worked with Post-Paid Billing System BSCS to resolve customer’s queries and Complaints and was responsible for
performing the Service Change logged in CRM Tool (I-CARE).
• Managed a Team of 4-5 Associates for Error Free Service Provisioning.
• Knowledge of Excel,Access and Internet.
• Typing Speed 40-50 PM.
Team Management:
• Handled the team of 4-5 Associates for smooth functioning of the processes.
• Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and
meeting of individual & group targets.
Keyskills :
Customer Service Delivery(CSD),Backend Operations,Customer Relationship Management(CRM),MIS,Complaint
Management,Team Handling ,Service Provisioning,Customer Service,Channel Partner Management,Direct Customer
Interaction thru My Idea in Handling of Various Process i.e SIM Exchange, Post to Pre & International Roaming etc
ACADEMIA
Bachelor of Commerce 2003 ♦ Aligarh Muslim University
E-Mba in Operations 2013 – ISBM Jaipur
Diploma in Computer Applications (DCA) ♦ U. P. Rabita Committee, Aligarh
Six month certificate (CCA) ♦ IFCT Najibabad
Date of Birth: 21st May 1982
Permanent Address: H. No.-80, Daroodgran Street, Najibabad, District Bijnor, U.P.
Father’Name : Late Mohd Tasleem Qazi
Marital Status : Married
Place: New Delhi (Adil Akhtar)