Sonalbajpai is seeking a new opportunity to leverage her 14 years of experience in telecom customer service, collections, billing operations, and management. She has a proven track record of improving productivity, profitability, and customer satisfaction. Her skills include customer relationship management, team building, complaint management, and meeting key performance metrics. She is seeking a role where she can continue providing excellent customer service and achieving organizational goals.
Sonalbajpai Resume - 14 Years Customer Service Experience
1. Sonalbajpai
1/135-D Vipul Khand Gomati Nagar, Lucknow 226001
Contact No.: +91-9918315393,E-mail: diya0319@gmail.com
Thanksfor yourinterestinmyProfile.
Enclosedismyresume outliningmyqualifications andsome of mykeystrengthsincludes.
Establishingskillsindetectingcritical customerdeficienciesanddevelopingpreventive
strategiesandsolutionsforhighendcustomersand channels.
In depthknowledge andinitiatorof process,alongwithexpertin automationof manual
processthroughadvance software’s.
Exceptional capacitytoenternew environmentsandbegintoproduce clear cut resultsfrom
the start with
Well-developedtechnical andcommunicationskillsthatare easilytransportedbetween
differentorganizationsandvariable workingenvironments.
Capable of successfullyimplementingalarge scale customerservice/collectionssupport
solutionsthatentail innovative designanddevelopmentof broadbasedoperations.
A personal interviewtodiscuss the waymyskillsandabilities canhelpyouinachievinggoalswill be
mostappreciated.Pleasefeelfree tocontactme anytime.Thankyouforyour consideration.
Sincerely
Sonalbajpai
Enclosed:-Resume -Sonalbajpai.
2. Sonalbajpai
1/135-D VipulkhandGomti Nagar, Lucknow 226001
Contact No.: +91-9918315393,E-mail: diya0319@gmail.com
Objective
To leverage mystrongoperational andstrategiccapabilitiesthroughmyvastexperienceof 14 years
of telecomin managementof variousfunctions,Credit&Collections,BillingOperations&Customer
Service forgeneratingahighlevel impacttobringcontinuingsignificantchange andgrowth.
Career Profile
Diversifiedcustomerservicemanagementexperience withademonstratedrecordof success in
administration&solutionconsulting,and“turnaround“ situations resultinginimprovedproductivity
and profitability.Trackrecordof providingexcellentcustomersatisfactionand,management
workload.Exceptional communication,presentationandpeoplemanagerskillswithdemonstrated
abilitiestoanticipate customers’needsandprovidetotal solutions,teambuilding,teambuilding,
customersupport& servicesandcustomerrelationshipmanagement.
Current Scenario:-Zonal Manager& Trainerat AvonNew York. October15 till now
Target sales (NTA).
Appointments
Activities
Training
Fashionshows & Ramps
Working Experience(14 years CSD)
Vodafone India ltd 06/014 –
September.
Sr.Executive-Customer Service—CSG.
C&C,Complaintmanagement, Operations management, Training&Audit( Call centre)
Customerlifecycle management
Churn control& retention (introducestoolsto retain above0-60 bucketchurn along with
introduced nonpaid collection processin involuntary churn cases.)
Relation calling forall typeof threat base customers.
Paymentprocess managementthroughECS,Creditcards &Paymentgateways,reducedbad-
debtsbyemphasizingonthe deactivate base andensuringduesfromthem.
Rural Post-paidbusinessbyBuildingthe bill distribution/verification of the ADVMS
locations.
3. Responsible forcompliance reportingtoTRAIand qualitymatrix.
Refundco-ordinate foroverallUPEASTcircle,reducedaverage requestforrefundof post-
paidsubscriberalongwithintroducedbestprocessinoverall 23circles.
Bill tobill Collections,low baddebtsonaverage collections&Recoveries,QCR.
Outboundcollectioncallings,creditcalling,bill generationanddeliveryprocess,
leadgenerations
Management Information System:-
Database Management: Data Mining for CS-Department .
Reporting: Analyzing, Managing MIS Reports related to Call Centre.
Call centre Management: Call Centre Revenue , SL Repeat and CSAT Management
Communication: Promotional Offer base management on Request URL for ICC &
OCC.
URL Development & Management:-.
Vodafone Capsule:Briefingsforagentsof Call Centre andRetail.
Name Tune:Capture Name Tune RequestsandNew RequestforNamesforRevenue
Enhancement.
Datapedia: RepeatCallerReductionandICR/ICMtaggingReductionCampaignfor
2G / 3G customers.
Networkpedia:RepeatCallerReductionandICR/ICMtaggingReductionCampaignfor
Networkissues.
PlanRecommender:ProvidesBestFitPlanforcustomeraccordingto theirdata usage.
ASKYour Query:ResolutionandSuggestionstoDataexpertteamfromUPE Circle.
CRM Revamp:AdditionandDeletionof LOV’sinCRM
Data Calculator:Calculate exactdatavalue andamountof usage forCustomer.
SafetyTipinVF Capsule:SafetytipstoCall Centre agent.
Rural Paid:Buildingthe billdistributionof the ADVMS locations
Liaisingwiththe agency(Billing/verification)toensure properexecutionof activitiesasper
the proposedplan.
Employee Development,Cost& Change Management
InductionProgramme forNewJoinee
Ensuringtrainingneedsof teamforperformance enhancementandoverall development
Team Bonding
Ensuringqualityaudits&process
Employee attritionatagencies<10%
Ensuring followingcostare within budgetedlevel
Bill deliverycost
0-30 days suspension
Greenbill promotion
SI promotion
AMDOCS & CPOS smoothimplementationwithoutanyimpactonthe business
CRM paymentupdationmanagement
Health, Safety & Wellbeing (HSW)
4. Ensure compliance toHealth& safetywellbeingpoliciesof all the staff
Key achievements:-
In overallpost-paid tenureC-Satachieved 94.6.% highestever.
Repeatcomplaintcountcame down at3.1% lowest ever in history of post-paid.
Reduced provisioning errorwaiverfrom7 lacs to 33K onoverall Post-paidbase.
Developed a VOCbaseURL “POSTPEDIA,DATA PEDIA & NETWORKPEDIA”forfrontliners.
Initiated plan migration of all 3G non-throttled base to “best fit throttling plan” for reducing
data waivers and high exposures with resulting in greater customer satisfaction.
Collection 105% bad debt below 1%.
Acted as NationalSPOCforcorporateprojectsand fastforward corporateprojectsin UPEAST
Reduced cost of billing from 5.9 to 3.5 and initiated GO GREEN in Up-East from 1.7 to 18% on
active base
Successfully created the SMS broadcast process on bill delivery for C-sat
Brought down the Undelivered Bill percentage @1%
Selected as” Circle Service Champion” for excellent customer service, (Happy to help)
Achieved 98% bill disbursement in 7 days bill delivery cycle and against the nation target of
95%.
PaymentmigrationactivitysuccessfullymigratedtoVodafone sharedservicesltd
(Ahmedabad).
Hutchison Telecom(UPEast) . 03/04-06
Executive:-Responsible for managing the overall back office from activations to key
accountable for all duessettlement of post-paid customers.
Monitoringandprocessingoverall Post-paidactivationsof pre-actcards.
SuccessfullyinitiatedsmsbasedapplicationRemote customercare andmanaged.
EnsuredweeklyinventoryauditsforSIMcards, refill coupons,handsets,marketingpointsof
purchase withmonthlyfollow-upwithshoptoimprove service qualityof hutchshops.
Administeredandcontrolled abackendsupport teamforall collectionsandcustomer
services.
Responsible forcircle MISreported tocorporate for CS & Collections.
Activelymanageddifferentvendorsforlogistics &billing.
Ensuredsupportto franchisee fromall departmentsandtimelyclearance of theirdues.
Co-ordinatedactivityflow forall customercontactprogramslike personal sessionswith
subscriberstounderstandtheirneeds.
Devisedretentionandsatisfactionplansforexistinghighnetworthindividual(HNI)
customersfromthe shops.
Key Achievements
Enable a highlyproductive teamenvironmentbysuccessfullymanagingthe entire
operationsof HTS anddistributionchannelswhichresultedinreducingchurninkey
corporate Accounts.
Customercontactinitiativesachievedfootfallsand conversionsthusincreasingvisibilityand
thusprofitabilityof sales&service Centres.
Initiatedasmsbasedquizfor call centre for live feedbackprocess.
5. Successful insettingupaprocessto cater to customerneedsbetter.
Team buildingmentoringandmonitoring.
Essar Cell phone IndiaLtd 00/04
Inbound Call Centre executive.
HandlingHNIcustomerson121.
MIS Co-ordinate incall centre forcorporate coordination
Remote customercare management.
CoordinatingforComplaintmanagement.
InitiatedDHLdeskincall centre tenure.
Key Achievements
Awardedasa star performerregularly.
Executeddifferentmotivational activitiesforcall centre agents.
Performedsurprize testsforagentstobrushup theirknowledge.
400-500 manual activationsina day done forpre-actcards and breakthe records of
activation.
Resolvedcomplaintsof subscribersinsingleattemptnorepeat.
Maintainedthe lesscomplaintrecordsoncalls.
Other Achievements:-
Active memberof HR-AdminOffbeatTeam.
Organisedvariousfunctioninhouse,employee engagement,worldof difference etc.
Establishedcafeteriacommittee panel andbroughtdifference infoodtaste of employees.
Managed Vodafone cafeteriaformore than5 yrs.
Othersetc…..
Education
MBA-(Marketing) 2013-SKMU.(Correspondence).
PostGraduations(Sociology) 1999-Kanpur University.
Graduation(Bachelorof Arts) 1996-Avadh University)
SeniorSecondary(Intermediate) 1993-UP Board.
OTHER INFORMATION
Last Company:- Vodafone India Ltd
Date of Birth :-09.12.75
Last CTC:-6.95
Language:-English.Hindi
Marital status:- Married
Extracurricular & Activities:EventOrganising,Music,Travelling,SkinandHairspecialist (Diplomain
cosmetologyfrom VLCC) etc...