Experience • Developing and Implementation programs based on the interpretations to proactively reduce churn and maximize customer service • Handling a team of 25 executives • Analyzing the feedback, MIS, data to understand the usage, behavior trends of customers which impact the customer dissatisfaction and issues. • Analysis of existing tariffs, retention tools, market trend for better customer satisfaction. • Building up long lasting relationship especially with high profile customers. • Excellent Customer facing and presentation skills. • To observe, receive and obtain information from all relevant sources • Responsible for handling complaints, settling disputes and resolving grievances and conflicts or otherwise negotiating with others. • Working with Cross functional teams to focus on new and existing clients for customer service delivery, retentions ,collections, cost optimization and revenue enhancement. • Managing absenteeism, attrition, and day to day performance matrices • To enroll and train new outsourced agencies. • To set processes and systems and monitor activities at agencies. • Corporate and non corporate collections done at 97% in 1st bucket. • Regular motivational activities done to have a healthy competition. Skills and Abilities: • Highly proficient, independent thinker. • Highly motivated, self starter and people motivator. • Excellent written and oral communication skills. • Sharp, reliable and extremely versatile. Languages- Hindi and English