Etisalat DB Telecom Pvt. Ltd.
Manager – Customer Service Delivery
June 2009 — May 2012
- Heading New Customer Experience Portfolio for Gujarat Circle
- Responsible for Documentation & Verification of Postpaid & Prepaid customers
- Responsible for submission of monthly subscriber database and document samples to TERM Cell of Dept. Of Telecom
- Handling of DMS Agencies for end to end CAF Management
- Responsible for AV/CV of Postpaid & AV of Prepaid customers
- Handling Customer escalations as Nodal Officer for Gujarat Circle
- I was actively involved with Corporate CSD Team to design & provide Business Requirement to be given to IT for various systems. Prepared BR for Activation Module, VAS Activation Module & Post Activation Account Change Module.
- Done Competition Benchmarking on various CSD Processes like Address Verification, Postpaid Activation, Documentation, Dunning Process, Prepaid Invoicing etc.
- Actively contributed in designing various CSD processes. Helped in designing processes like Mobile No. Change Process, Exposure Monitoring Process, Initial Credit Limit Setting Process, Dynamic Credit Limit Setting Process, FMS Event Management Process, Cheque Bounce Process, Prepaid Billing Process, On Call Activation Process, CUG Activation Process, Prepaid Wrong Recharge Reversal Process, Prepaid Invoice Process, Rate Plan Change Process & Transfer of Ownership Process
- Prepared UAT Test Cases for Transfer of Ownership, Demographic Details, Postpaid to Prepaid Migration & Rate Plan Change. Done end to end UAT for Document Management System
- Maintaining Lowest CAF Scanning Pendency & Rejection month on month