1. SAIKUMAR DHULIPALA
Mobile: +919165008466 / 7016002500 Email: saikumar.dhulipala@yahoo.com
To be a part of an organization that offers an opportunity to meet and explore the possible
merging of my talent, experience and enthusiasm with its service needs.
SYNOPSIS
 Over 16+years’ experience in strategic planning, Service reach, retentions & collections, Circle
Activation / Documentation & regulatory compliance, zone service operations, back-office
management, brand management & team management.
 Proficiency in Retentions, Documentation management, and service operations from various
channels by giving service strategy inputs and achieving business targets.
 A strong and expert Customer service professional.
 Resourceful at maintaining business relations with government and corporate clients to achieve
quality product and service norms by resolving their service related critical issues.
 A proactive leader and planner with expertise in layout and content planning, captivating design
ideas, organizing market plan execution
 Proficient at analyzing market trends to provide critical inputs & formulating retention & collection
strategies.
 A keen planner and strategist with proven track records of consistently reducing churn and thereby
profitability of the company.
 Leading, training & monitoring the performance of team members to ensure efficiency in service
operations and meeting of targets.
 An excellent faculty & communicator with good analyzing and problem solving skills.
 Holds the distinction of spearheading numerous service reach initiatives and bagging performance
based awards during the career span.
CORE COMPETENCIES
Strategic Planning
 Establishing corporate / retail goals, short term and long term budgets and developing service plans
for the achievement of these goals.
 Effectively initiating & monitoring measures which help build a long-term CSAT and analysis for
assessment of revenue potential in business opportunities.
Communication Skills
 Uniform dispersal of information
Negotiation Skills
 Vendor management in conjunction with operational and market requirements
 Building brand focus

2.  Ensuring maximum brand visibility and capturing optimum market shares by ensuring seamless
service.
Retention & Collection Skills
 Balancing B2b and B2c.
 Zone Customer service Operations & profile management from Circle perspective
Team Management
 Identifying and implementing strategies for building team effectiveness by promoting a spirit of
cooperation between team members.
 Determining training needs of employees & conducting suitable training programme to enhance their
skills leading to increased productivity.
 Career Graph with BPO
GM – Business Operations
Riddhi Corporate Services Ltd July’16 – till date
Key Deliverables
• Compliance on KYC for Clients
• Handle AV / IPV business vertical
• Customer Service for all client operations
• Call Center operations
• P&L management
• Develop new business
• Large team management across states
Key Achievements:
• New Business
o New Business of Vodafone postpaid activations (Delhi circle) – 9lacs per month
o IPV business Motilaloswal group of companies – Pilot with 4000 cases a month
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 CAREER GRAPH WITH Reliance Jio Infocomm Limited
Reliance Jio Infocomm Limited (Gujarat) July’15 – 1st
Feb’16
DGM – CS (State Onboarding Head)
Key Deliverables:
• Compliance on Regulatory norms for the circle
• CS Projects (System deliverables)
• Activations process for the circle
• Interface with Term Cell
• Onboarding support for the circle
• Jio Money activation process

3. • Acquisition Churn – Planning and delivery
 CAREER GRAPH WITH VODAFONE
Vodafone Spacetel Limited (Madhya Pradesh & Chhattisgarh) September2013 – 14th
July’15
Sr. Manager – CS (CSG Head)
Key Deliverables:
• Compliance on Regulatory norms for the circle
• Complaint & Request management process management for the circle
• CS Projects (System deliverables)
• Calls per Sub for the circle
• Activations process for the circle
• Written communication process for the circle
• Data support for the circle
• Mpaisa activation process for the circle
Key Achievements:
• Instrumental in reducing 44% complaints from Customers YTD through process corrections –
Highest across circles
• MPCG Simex process Nationally replicated
• Zero QOS penalties; Regulatory penalties reduced by 50%+
• Introduced a Layer of process champions amongst AOs – “Branch Guru” – A National Best
Practice
• Instrumental in developing Share of Hearts – Detractor Analysis, thereby enhancing Getting Help
Scores of Circle #2
• Service Processes – Nationally No. 1 in KPMG Audits
• Process efficiency DMS – Category A circle status achieved
• VPS People survey Score – 90%
Vodafone Digilink Limited (Rajasthan) October 2011 – August 2013
Manager – CS (CSG Head)
Key Deliverables:
• Compliance on Regulatory norms for the circle
• Complaint & Request management process management for the circle
• CS Projects (System deliverables)
• Calls per Sub for the circle
• Activations process for the circle
• Written communication process for the circle
• Data support for the circle
• Mpaisa activation process for the circle
Key Achievements:

4. • Awarded as a “Megastar” for getting the process compliance intact for the circle
• Handled the role of alternate nodal head in absence of regular Nodal Head
• Improved the circle CSG ranking from 23rd
to bring it in top 10 by the year end
• First in India to implement ACD process for WCOM
• 8 best practices implemented for the circle
• Document compliance score brought to 95% consecutively for 11 months for the first time in
Rajasthan history
CAREER GRAPH WITH BHARTI
Bharti Airtel Limited(AP Circle) July 2009-May 2011
Manager- CSD (Retentions / Collections)
Key Deliverables:
Collections / Retentions
• Retentions efficiency
• Collections efficiency
• Reduction of Bad debts
• MNP SPOC
• Identifying training needs for field agencies / zone SPOCs
• Agency Engagement & Audit compliance
• COC Implementation – 100% adherence
• Reduce Inflows from Involuntary suspensions
• OPEX management – Reduce costs by 10%
• Reviewing Retention tools
• Lean Projects
• Responsible for C-SAT
• Reduce Billing & Collection complaints
• Monitoring agency service level agreements and renewals
Project Prepaid
Prepaid Documentation process which includes Warehouse management, Data entry process,
Segregation, System Audit, Physical Audit, Telecalling process, Tele-curing, Field Curing and Zonal
coordination
Achievements
Awarded by CEO twice for excellent contribution towards reducing barring, suspensions &
highest collections/retentions efficiency from field
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Bharti Airtel Limited(ROM Circle) March’ 2009-June’ 2009
Assistant Manager- CSD (Voice Head)
Job Profile: Heading Customer service - Voice function for Enterprise clients – “Rest of Maharashtra “wherein
servicing end to end Customer life cycle management.

5. ▪ Responsible for C-SAT score for the region > 90%
▪ Responsible for overall Churn management for the region and topped churn across AES circles for
consecutive 28 months
▪ Monitoring Service level agreement of Enterprise clients
▪ Maintain stronger financials and good business practices
▪ Build customer trust and deliver a consistently delightful experience
▪ Deliver superior customer experience at an optimal cost and ensure accountability & adherence to processes
▪ Increase employee intention to stay by enhancing people engagement
▪ Build a best in class leadership team that nurtures talent at every level
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Bharti Airtel Limited(MP&CG Circle) July’ 2008-March’ 2009
Assistant Manager- CSD (Voice & Data CS Head)
Job Profile: Heading Customer service - Voice & Data function for Enterprise clients
▪ Responsible for C-SAT score for the region > 90%
▪ Leading a team of 15 which includes the reporting of an Assistant Manager – Data Projects for MPCG region.
▪ Responsible for overall Churn management for the region and topped churn across AES circles
▪ Monitoring Service level agreement of Enterprise clients
▪ Maintain stronger financials and good business practices
▪ Build customer trust and deliver a consistently delightful experience
▪ Deliver superior customer experience at an optimal cost and ensure accountability & adherence to processes
▪ Increase employee intention to stay by enhancing people engagement
▪ Build a best in class leadership team that nurtures talent at every level
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Bharti Airtel Limited(Gujarat Circle) December’ 2006-June’ 2008
Assistant Manager- CSD (Voice Head)
Job Profile: Heading Customer service - Voice function for Enterprise clients
▪ Responsible for C-SAT score for the region > 90%
▪ Responsible for overall Churn management for the region and topped churn across AES circles
▪ Monitoring Service level agreement of Enterprise clients
▪ Maintain stronger financials and good business practices
▪ Build customer trust and deliver a consistently delightful experience
▪ Deliver superior customer experience at an optimal cost and ensure accountability & adherence to processes
▪ Increase employee intention to stay by enhancing people engagement
▪ Build a best in class leadership team that nurtures talent at every level
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6. ACHIVEMENTS AT BHARTI AIRTEL LIMITED:
• CSMM Score: 92% achieved as against previous best of 84%
• Ensured churn has reduced to < 1.5% in 3 months time and continue to stand lower month by month.
• No.1 in Churn figures across AES circles in India
• Stood No. 1 in Voice Score-card across all circles (10 out of 12 months)
• Implemented Bills on CD whereby reducing cost to company and creative way to present corporate
service; Rated as the
best project in west
• Revenue enhancement via VAS Project; whereby building 17lakhs revenues in 4 months
• Awarded Certificate of Excellence as the Best Customer service team member for the financial year
2006-2007
• Awarded Certificate of Excellence for reducing churn to < 1.5% in a span of three months time
• Certificate awarded for successfully completing the training on “FOCUS WORKSHOP”- Franklin Covey
conducted as an In-House Program
• Awarded for best Yellow belt project on Bills on CD
• Awarded by CEO twice for excellent contribution towards reducing barring, suspensions &
highest collections/retentions efficiency from field
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CAREER PROGRESSION WITH VODAFONE(HUTCH)
Hutch (Gujarat Circle) November’ 1999-November’ 2006
Assistant Manager- CSD (Zone CS Head - Kutch) July’2004 – November’2006
Promoted to Assistant Manager – CSD in April’2006
Job profile:
Gandhidham
• Management of three Hutch shops situated in Gandhidham, Bhuj, and Jamnagar
• Launched service teleshops for the zone i.e. Mandvi, Mundra, Rapar, Anjar, Bhachau, Kalawad,
Khambalia
• Churn management for the Zone
• Organize Customer events
• Corporate Visits – Meet Top 20 (by connections) Corporate on Half Year basis
• Maintain Franchisee ROI at 30%p.a (measured by monthly P&L statement)
• Identify service teleshops for the Zone in upcountry towns.
• Ensure quality standards are maintained at Shops at 90% (measured by quality audit score)
• Activation / Service Provisioning of all requests within TAT
• 100% Logical & Physical Banking of payments received on a daily basis
• Customer Education & Profiling within TAT
• Communication Meeting with Postpaid Dealer – One in a Month

7. • Communication Meet with Agency / Franchisee Owners – Bi-monthly
• Acquisition related Error Rate - < 1%
• Other Service Transactions related error rate - <1%
Executive - CSD (Backoffice Operations) November’2003 – June’2004
Heading Complaint Management for Gujarat Circle
Job Profile:
Handling Query / complaint / request resolution process for Gujarat Circle.
Handling GPRS for entire Gujarat Circle.
Handling Network and coverage related issues for Gujarat Circle.
Handling a team of four individuals for Query resolution and with a target of 95% for complaint / Query / Request
resolution
within specified turnaround time.
Monitoring trend for Billing related complaints and suggesting measures to reduce complaints by 5%.
Executive - CSD (Customer Care - Process) October’2003 – November’2003
Job Profile:
• Handling IVRS, projects, processes at backend.
• Also, involved in module migration process (BSCS)
Executive - CSD (Customer Care Training) September’2002 – September’2003
Job Profile:
• Responsible for training on Process / product of Vodafone
• Training imparted to over 112 agents
• Agent certification 99% after training
• Agents’ product and process knowledge increased by 25 %.
• Developed Helpline module in HTML for entire Customer care which includes minute details of
products, processes
and functional details.
Officer - CSD (Customer Care – Level II) April’2002 – August’2002
Job Profile:

8. • Handling escalated queries from call center
• Target achievement of solving queries / concerns within 4 hours
• Handling a group of four individuals
CSA- CSD (Customer Care – Call center) November’1999 – March’2002
Job Profile:
• To handle calls at call center with a target of 250 calls per day
• Quality scores : 88%
• Strength: Good product and process knowledge
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ACHIVEMENTS AT HUTCH
• Lowest Churn in Gujarat for consecutive 24 months and the best zone
• Won Hutch shop contest with designed parameters
• Won Churn contest for Gujarat with designed parameters for consecutive 30 months
• Awarded as best trainer
• Awarded as best team player for Project in reducing calls at call center – ‘You can make a difference
award’
• ACE in GPRS product – ‘You can make a difference award’
• Awarded thrice by Mr. Asim Ghosh as best CSA from 1999 – 2002 consecutive years
Impact Information & Marketing Services March’1999 – October’1999
Marketing Executive for Standard Chartered bank Credit cards.
(Ahmedabad)
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ACADEMIC QUALIFICATIONS
B.com, Specialization in Advanced accountancy and Auditing – Gujarat University - 2000
Post Graduate diploma in Human Resource Management – ICFAI University - 2011
Advanced diploma in Computer programming – ADCP from C-DAC affiliate(Hi Tech computer Academy) - 2000
GCC typing 40wpm with 73%
Completed training on 7 Habits certified by Franklin Covey
Completed training on Six thinking Hats certified by DE BONO
Completed training on Account penetration & Client Management from Enterprise University – Bharti
Completed training on Excel as People Managers
DATE OF BIRTH: 1ST
JULY, 1978
MARITAL STATUS: MARRIED

9. HOBBIES: Watch Cricket, Play Chess
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Thank you

10. HOBBIES: Watch Cricket, Play Chess
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Thank you