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Professional Summary.

• 1 year in Allsec Technologies (BPO) as call center executive.
• 3 years as article clerk in Chandrasekharan & Associates.

Education.

Bachelor of Commerce: Loyola College.

PGDBA: Symbiosis Centre For Distance Learning
Specialization in Finance.


Work Experience.


As Team Lead For Risk & Revenue Management

o Validation of adherence to dunning schedules by the Sevice Management Group. Responsibilities include whether risk exposure is minimized by barring the subscribers whose payment is overdue. Ensuring that the churn computation is correct and that dejumpering and release of resources on time such that the financial resources are not blocked indefinitely.
o Validation of waivers being passed for customers so that the DOA is adhered to. Also waivers are passed to customers as per the policy framed by the Joint President Office.
o Reconciliation of subscribers between switch and the billing system and rectifying the same by coordinating with the SMG team.
o Reconciliation of user_ids between the OSS and the arbor billing system and rectification the deviations.
o Monitoring that the period of keeping the customers line in Safe Custody is as per the policy framed..
o Monitoring the pendency of packaging / tariffing the customer is within the SLA.
o Validation of collections percentage within due date as reported by SMG team.
o Validation of total outstanding and break up of the outstanding between active and deactive subscribers.
o Recocilliation of barring components as per switch system and billing system.and correcting any mismatch by taking up the same with the SMG team.
o Preparation of monthly presentation on activities and MIS relating to RRM to the Joint President Office.

The profile required ineraction with the Risk Compliance Management team and Service Management team.

My reporting in this job profile was to the Revenue Assurance head at the circle level.

As part of FX Project team member (Dec 05- Oct 06)

o FX Kenan Migration: On deputation in Delhi as a part of select project team responsible for the FX upgrading.
o Job responsibilities include documentation of the As Is process followed in various circles. Drafting the To Be process. Getting the sign off from the business users on the IPA.


The profile required interaction with RA heads and functional heads of various circles.


As Executive Revenue Assurance: Responsibilities included
o Acceptance testing of new plans launched by marketing prior to loading in production.
o Scheme code configuration in the product catalogue.
o Configuaration of rate plans at the billing system based on the usage type and distance band by coordinating with the IT team.
o Communication of the new plans bill details (format and bill description) to customer care team.
o End to End Reconciliation and CDR continuity checks prior to bill commit.
o Proforma checking of new plans launched prior to bill commit.
o Pre bill checks prior to bill commit.
o Entire plan configuration and pulse matrix loading of new circles launched (West and Hyderabad).
o Entire billing operations of hyderabad circle comprising of Configuration of new plans, Activation of bill plans, Prebill Checks, Call for commit, post bill checks and bill dispatch.
o Mass migration of bill plans of customers as per the marketing communication in coordination with IT operations and Switch teams.
o MIS Reports to management on the new plans and schemes launched.
o Suspense pulse identification error codewise and rectification before bill commit.

The profile required close interaction with IT operations team , marketing , sales , customer care and service provisioning teams.


As team lead for service provisioning and complaint resolution teams responsibilities included.
o Ensuring customers lines are preactivated with facilities requested in the application form.
o Attaching the bill plan requested by the customer within the SLA.
o Ensuring that migration requested by the customers from one bill plan to another was completed within the SLA stipulated.
o Cost Diversions requested by the customers are implemented before the start of the next bill cycle.
o Clearances of suspense pulse prior to bill commit.
o Activation of value added services requested by the customer within the SLA. Handling the team that did the calling back and informing the customer on the activation of the services and also educating the customer on how the services need to be operated.
o Responsible for activation of Centrex and MLHG in the switch.
o Managing test call team responsible for handling calls from the installation engineers on successful completion of the installation in the customer’s premises.
o Managing online resolution team responsible for closing of fault repair complaint calls from the fault repair engineers from customer’s premises.
o Daily analysis of billing complaints to understand the root cause for the complaints and to take corrective action based on the findings. Report to the management on the nature of the complaints and the root causes.
o Periodic review with CFO and Senior manager Billing and RA on billing complaint reduction.


The profile required close interaction with IT operations, customer care teams

Achievements:
Was responsible singularly for setting up the Revenue Risk Management vertical under the Revenue Assurance Department as a recognition was promoted within two months of taking up this profile.

Implementation of test calls which resulted in accurate bill plan attachment for customer and faster packaging / tariffing. Online Resolution of fault repair complaints enabled satisfactory resolution of customer’s technical complaints.

Implementation of auto packaging for new billers and migration customers which resulted in the reduction of manpower and subsequent cost saving to the company.




Rewards & Recognitions:
o Bharti Most Wanted award from the CEO
o Certificate of Merit from the CEO & Joint Managing Director
o Meritorious Service Award from CEO for completion of 5 years of service in Airtel.

With Allsec Technologies Ltd as call center executive handling outbound calls for database updation and handling inbound calls from clients of Ford Business Services regarding their account balances and payment status.

As article clerk with Chandrasekharan & Associates.