Personal Profile

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PROFESSIONAL OVERVIEW

· 25+ years of Sales, Customer Service & Operations role across multiple industries including 10+ years of leadership roles.
· People Manager handling large teams since 2002 and multiple market exposure having handled National Roles for 10+ years.
· Advisor and Speaker at multiple conferences in India and abroad
· Awarded Top 50 Most Impactful Customer Service Professional Award by CXELA 2019
· Awarded Nanoo Pamnani Customer Centricity Award for Customer Centricity in 2021

Work Experience

¨ April 2019 onwards – Sr. Vice President & Head, Branch Operations & Training, Bajaj Life Insurance Ltd. (Previously known as Bajaj Allianz Life Insurance Co. Ltd.)
¨ July 2017 to April 2019 – Vice President & Head, Customer Experience, Bajaj Life Insurance Ltd. (Previously known as Bajaj Allianz Life Insurance Co. Ltd.)
¨ October 2016 to July 2017 – Head-Customer Experience for Gujarat Telecom circle – Bharti Airtel Ltd.
¨ April 2015 to September 2016 onwards – Head Corporate Business for Delhi and NCR region, Bharti Airtel Ltd. handing 27 onroll employees and 100+ Associates and a total a total customer base of 20000+ corporates covering mobile, fixed line and data lines of business
¨ January 2014 to March 2015 – Zonal Operation Head for Kolkata and West Bengal telecom circles, Bharti Airtel Ltd.
¨ June ‘2010 to December 2013 – Deputy General Manager – Customer Service Kolkata, West Bengal & Orissa Telecom circles – Bharti Airtel Ltd. Heading the Corporate Service Vertical for Mobile and Landline products and also heading the entire leased line and data products for East.
¨ October 2008 to June 2010 Head – Postpaid Retention, Kolkata, West Bengal & Orissa circles – Bharti Airtel Ltd ( Mobility Division) & Responsible for Postpaid Customer Lifecycle Management , Providing Segmented Customer Service as per Differentiated Service Model , Churn Management – Predictive & Reactive
¨ April 2007 to October 2008 working as the National Head – Retention, Bharti Broadband & Telephone Services ( Airtel – Landline division) at Presidents Office – Gurgaon, Haryana & responsible for Heading the Retention function for the entire country , Retention process rollout and monitoring throughout the country , Predictive Churn Management Model- Designing, implementation & monitoring ,Roll out & implement Customer Segmentation & Service Differentiation Policy across the company
¨ Mar 2006 to April 2007 worked in Tata Teleservices Ltd. as Head Customer Care & Analytics (HNI Business Unit) for Circles of West Bengal, Orissa, Bihar & Jharkhand. & responsible for Retention, churn management & predictive Churn Complaint Management, Repairs & Inventory maintenance & Call Centre (Inbound & Outbound) ( handling 3 outbound & 1 inbound call centres across East)
¨ Jan 2005 to Mar 2006 at Tata Teleservices Ltd as Head – Service Marketing, Eastern India Hub & responsible for: Setting up process for retention of customers & monitoring of same. , Customer communication, Preparation of Promotions & Packages
¨ Feb 2002 to Jan 2005 Hyatt Regency Kolkata As Associate Director of Sales