1. VISHAL SRIVASTAVA
H.NO- 19/11 A-2 Block Galli No-20 Sant Nagar Delhi- 110084
CONTACT: +919999661349; EMAIL:vishal.srivastava2009@hotmail.com
Customer relationship Management– Telecom/BPO/KPO
SUMMARY SKILLS:
 Dynamic & accomplished professional with 6+ years of experience in New Business & Customer service,
inbound process, Backend Operations, Mobility, Wireline, Wireless and Broadband Services.
 Significant exposure in telecom backend operations including CAF management, service activation and
resolution of client issues.
 Recognized by peers/superiors for always exceeding organizational objectives; proficient in developing
efficient teams that excel.
 Proven ability to provide a high level of Customer Service surpassing market standards and maintain
healthy relationship with peers and competitors.
 Well versed in management of cross-functional teams; deep understanding of quality management in a
services environment; leadership in designing of creative solutions aimed at maximizing customer
satisfaction.
 Demonstrated ability to effectively plan, coordinate & meet deadlines. Self-driven, able to prioritize tasks
and implement changes smoothly
 Recognized as Top Performer in the training project of “ISEP A Level” based on call centre operations in
IDEA Cellular Ltd.
 High-level leadership and mentoring ability. Excellent interpersonal and communication skills.
CORE COMPETENCY
 Business Development
 Channel Management
 Account Management
 Customer Relationship Management
 Compliance Management
 Cross Functional Team Coordination
ACADEMICS
 BA, Delhi University, 2001
 Diploma In Computer Applications, DOEACC Society, 2002
PROFESSIONAL EXPOSURE
Net4 India Ltd
(Team leader)Online Business Unit-Sales, June 2013-Present
Job Profile:
 Handling the team of inbound sales for new business like Domains, email hosting, VPS and SSL.
 Responsible to achieve the Quarterly team targets.
 Primary focus to bring new business of VPS and SSL from Lead generation.
 Maintained regular interaction with customers with regards to account management and creation of new
accounts.
 Optimized resource utilization through preparation of weekly and monthly rosters for team members.
 Feedback session to improve their drawbacks and to bring the best quality work from them.
Tikona Digital Networks Ltd
Service delivery and assurance Department, May 2010 – June 2013
Job Profile:
 Ensured compliance to SLA parameters in installation of Wireless broadband connection and resolution of
customer issues.
 Maintained regular interaction with customers with regards to account management and creation of new
accounts.
 Collated customer feedback on services rendered to assess customer satisfaction levels.
 Conducted audit of installation & issues resolved by field technical executive.
 Feedback session to improve their drawbacks and to bring the best quality work from them.

2. Reliance Communications Ltd
Executive - Service Assurance & Delivery Department, Dec 2007 – May 2010
Job Profile:
 Managed service issues of products like POTS & BIA, Fixed line phone, Centrex & DIA.
 Ensured compliance to documentation parameters and identified fraud customers prior to entry of CAF
into the system.
 Coordinated with other teams to ensure smooth functioning of day to day activities and prompt resolution
of customer complaints/ escalated issues.
 Focused on area-wise retention of customers and managing MACD of enterprise customers.
Idea cellular Ltd
Executive – Inbound call centre (operations) Jan2005 – Nov 2007
Job Profile:
 Handled inbound calls for customer care process of call centre.
 Handled Customer queries over the phone and provided them with First call resolution.
 Mentored the new batches of inbound agents.
 Supervised the shift and mentioned weekly roster.
 Provided feedback to the call centre agents on their errors and trained them on some new products or
company software.
PERSONAL DETAILS
 Date of Birth: 25th May 1981
 Reference Available on Request