Nandan Babu - Updated
Published on: Mar 3, 2016
Transcripts - Nandan Babu - Updated
Address: EWS – II - 18, MCH Colony, East Parsigutta, Hyderabad – 500020
Contact No: +91-9399399266, +91-9912162683; Email ID: email@example.com; Skype Id:
CUSTOMER SERVICE OPERATIONS - TELECOM
Accomplished and business savvy management professional with overall 18 years’ of experience in
telecom, office automation, BPO, customer service and sales. Delivering optimal results & business
value in high-growth environments in business operations. Possess expertise in developing
new/emerging business, re-engineering operations, innovation management, change management,
team building & motivation. Charismatic executive leader with outstanding record of implementing
turnarounds, improving gross profits and developing service professionals. Proficient in streamlining
business operations while serving as catalyst for growth & expansion and quickly restoring forward
momentum & generating revenue. Holds distinction in generating incremental revenue by creating
opportunities through service. Functional prudence in strategy development & implementation and
executing business plans for a life cycle of a customer base across the hub. Ability to align business
activities to the vision & strategy of the organization by improving internal, external communications
and establishing strategic direction.
Customer Service Delivery ~ Contact Centre Operations ~ Critical Complaint Handling ~ Escalation
Management ~ Channel Development & Management ~ Business Start up & Turnaround ~ Key Account
Management ~ After Sales Service ~ Relationship Management ~ Corporate Communication ~ Training &
For RELIANCE COMMUNICATIONS LIMITED
SINCE JAN 2012
Sr Manager – Customer Service Operations (Vertex Customer Solutions Pvt Ltd)
Managing the entire gamut of activities related to the company’s vision, values and strategy;
ensuring revenue generation and enhance market share for the client.
Responsible for complete Reliance process for AP. Inbound (South) and Outbound processes which
include CDMA/GSM Postpaid, Prepaid, Dealer Desk & Reliance Digital TV processes.
Leading and handling a team of 400 Associates, 22 Team Leaders, 6 Asst Managers and 2 Operation
Managers while effectively managing screening, short listing, appointing and monitoring of CRE’s
and Supervisory staff.
Planning & executing workable strategies which result in enhancing revenue and formulating
policies, exploring and monitoring trends to identify fresh opportunities to reduce the overall cost
by increasing the efficiency.
o Consistently meeting the ISAT target for 2 years
o Best circle in overall performance for channel helpdesk, Postpaid & Prepaid HNI desk
consistently for 4 quarters.
o Formulated incentive & compensation for the CRE’s and TL/AM’s.
o Among top for achieving and exceeding productivity and targets unswervingly.
o Recognized and appreciated as Best Performance in OB Collection & MNP Calling
RELIANCE COMMUNICATIONS LIMITED, Hyderabad
APR ‘06 – JAN ‘12
Customer Interface Group Head (AP Hub)
Heading the CIG function for AP Hub handling both CDMA & GSM. Designated Nodal Officer for the
Functions under CIG: Query Resolution Cell, Nodal Desk, Training, Call center Operations
(Inbound/Outbound), Retail Operations & Handset After sales service
Responsible to strengthen the customer facing units across 2 Circles (Hyderabad & Vishakapatnam)
comprising of 5 Clusters.
Enhance customer experience through all the touch points (Stores & call center)
Recruitment, Training & Reviewing of agents at the customer facing units (Retail stores in all the 5
Team size of 8 at Hub & 5 at Cluster level functionally reporting directly. Total team of 10 at
clusters indirectly reporting.
Responsible to ensure all Critical issues received at Nodal desk are resolved within defined SLA.
Escalation management of all customer issues at Hub/Circle/Cluster levels
Responsible for setting up support center for the Hub to serve the Channel operations.
Responsible for complaint resolution within SLA and ensuring quality of resolution on the Service
Responsible to reduce customer churn due to service related issues.
Reviewing performance of call centers with 400 agents in Inbound & 75 agents in outbound call
center. Revenue enhancement drive through Upselling & cross selling both at Inbound & Outbound
Periodic planning on the number of agents required based on the call projections for both Inbound
& Outbound call center operations
Providing inputs to various process owners based on complaints for reducing the errors and process
Interface with all telecom operators for Mobile Number Portability complaints
Vendor Management for smooth functioning of outsourced activity.
Responsible for ensuring awareness & implementation of Service Assurance across Touch Points +
Dependency teams of Customer Service Deliveries
Responsible for ALL error eradication & for Inculcating Customer Centric Products, Pricing &
Accountable for 100% Service Guarantees based on prescribed TAT & SLA’s
Ensure periodic process reviews for improvements based on the audits / feedback / learning’s of
Reduction of Voluntary & Involuntary churn
Customer and Channel communication
RELIANCE BPO PVT LTD, MUMBAI/CHENNAI
APR ‘03 – APR ‘06
Asst Manager - Training
Established a team for network back office operations to resolve customer issues .
Responsible for interacting with the National Network Operations Center (NNOC) for getting
resolutions and fault reporting.
SLA management, Call/Queue management, MIS generation and training to FO CRE’s.
Maintain the quality of resolutions provided both through Front office & Back office operations.
Meeting SL, Abandon, Quality, ISAT & FTR targets every month.
Successfully developed an incentive scheme and periodic contests for TLs & CRE’s and ensured
Inchange of Recruitment & Technical Training for the entire center.
o South Topper in the first month of Inbound Operations
o Zero % of the team members were in PIP
o Zero % attrition in the team for nearly 7 months
o Reduced the training failures & increased the recruitment & training efficiency
o Developed an online test portal for Internal use
HCL BPO (SM Cyber Services Pvt Ltd), Hyderabad
NOV ‘01 – APR ‘03
Manager - Operations
The company is tied up with Stratasoft - USA for its call center operations catering. Job
responsibility mainly includes managing a team of 60 ITME’s, motivating them to reap maximum
productivity and to attain the required SPH. Interacting directly both with the US clients and
ensure all the objectives and targets are met.
Handled 3 projects with a team size of 20 each in each project and 3 Team Leaders directly
reporting to me.
o Received the Consistent Performer award for two quarters.
o Best Team award consistently for 4 months.
HITEC INFOSOL LIMITED (Model Group), Hyderabad
JAN ‘98 – NOV ‘01
Asst. Manager – Direct Sales/Indirect sales
TATA CELLULAR LIMITED (Through Alfa & Alfa Pvt Ltd), Hyderabad/Vishakapatnam
SEP ‘96 – JAN ‘98
Business Manager – Direct Sales
Customer Care and Complaints Monitoring.
Reduction of repeat calls at contact center.
Increase efficiency of resolutions at Retails stores and reduction of errors during acquisition
Employee Attendance / Leave Monitoring and Payroll Processing
Masters in Business Management (Marketing), Osmania University, Hyderabad (2002).
Post Graduate Diploma in Industrial Relations & Personnel Management, Badruka College,
Post-Graduate Diploma in Computer Programming, SIMCO, Hyderabad (1994)
Bachelor in Science (MPC), Andhra Loyola College, Nagarjuna University (1992).
Date of Birth: 10th Aug 1972.
Languages known: English, Hindi and Telugu.
References: Available on Request
LinkedIn Id:in.linkedin.com/pub/nandan-babu/11/96b/89b/ Location Preference: No Constrain