V. GaneshContact: +91-7386686686E-Mail: ragashrig@yahoo.in/ragashrig@gmail.com

M I D - L E V E L P R O F E S S I O N A LC A L L C E N T R E / C U S T O M E R S E R V I C E O P E R A T I O N S / T R A I N I N G / R E T A I L O P E R A T I O N S

P R O F I L E S U M M A R Y A competent professional with a blend of experience in Call centre operations, Customer Complaint Management, Sales Co-

ordination, Process & Product Training, Retail Operations and Quality audits Skilled in handling voice calls and resolving customer complaints over phone with good understanding of Call centre operations Adept in Customer complaint management through CRM and Email and managing back-office operations Imparting Process and Product training for newly hired executives, identify training needs and make performance improvement

plans Expertise in conducting internal quality audits to ensure strict adherence to the process parameters/systems

S K I L L S E T

~Call centre operations ~Customer Complaint Management ~Meticulous execution & Co-ordination

~Process training ~Quality audits ~Backend Operations

O R G A N I S A T I O N A L E X P E R I E N C EOct’09 – till date Telenor (India) Communications Private Limited, Hyderabad

Growth Path:Feb’12 – till date Deputy Manager – Retail Operations Oct’09 – Feb’12 Senior Executive – Customer Service

Role:As Deputy Manager – Retail Operations Ensure communication, implementation and compliance on processes at Telenor stores Drive critical initiatives like repeat recharges, renewals and club memberships at Telenor stores Responsible for store rollout activities including documentation, on-boarding, store launch campaigns and de-boarding Ensure process compliance and stock reconciliation through internal audits at COCOs Ensure processing of franchise claims and settlements within time frames Ensure training of store executives through New hire induction and refresher trainings

As Senior Executive – Customer Service Involved in SR Management through CRM and mails Conducted audits to ensure quality resolution to customer complaints within the defined SLA Reviewed & resolved customer escalations at the nodal desk Organized training on application and processes for new team members

Significant Achievements: Played a key role in orchestrating the complete SR process by setting up processes in the backend for effective complaint

management Conducted Training for more than 250 Uninor store executives on process & application Spearheaded complete audit payout process for clearing all pending payouts in a short span of time and ensuring disbursement

of payouts within defined time lines every month with 100% accuracy & transparency Started and executed different customer engagement activities like customer service camps, medical camps & customer

contests Pivotal in reviewing and streamlining the COCO operations audit and setting up processes for ensuring proper stock & cash

management at the company owned outlets Merit of being appreciated for:

Auditing the resolutions and ensuring quality resolutions in SR Offering feedback mechanism for stores & call centres and helping in reducing the cancelled SR% drastically

Merit of being nominated from AP to undergo training on CRM at Corporate office and cascade the same to all the backend functions at Uninor

Distinction of being nominated circle SPOC for MNP testing for Uninor in AP; successfully launched MNP in AP and appreciated by the TERM Cell for meticulous efforts demonstrated during the MNP testing phase

Steered efforts in launching the highest number of stores in a day in AP; Played a key role towards Uninor’s attempt for Guinness World Records in 2014 and 2015 Led the complete documentation, coordination and education of the sales team on ground including collecting right

documents, opening of store on time and timely dispatch of documents Ensured meticulous execution for the Guinness attempt made by the company

Merit of being nominated for Uninor CIM Application project for AP circle for all stores Ensured 100% training on application for all Uninor stores Setup war room for support on the application to the frontend store teams

Received ‘Certificate of Appreciation’ for achieving 10000 club membership enrollments as a part of special promotional drive in Sep’13

P R E V I O U S E X P E R I E N C EAug’06 – Oct’09 Vodafone Essar South Limited, Hyderabad

Growth Path:Aug’06 – Oct’07 Executive–Customer Service Oct’07 – Oct’09 Executive-Trainer

Significant Achievements: Merit of being nominated for bill audit and reconciliation activity for AP and ensured 100% correction of provisioning errors

before every bill cycle within SLA Offered excellent customer service to the customers and received appreciation for the same Played a key role in organizing training for over 500 executives from various backend teams and stores through Induction

programs and refresher trainings Conferred with “Superstar” titles for displaying Vodafone values Received ‘Letter of Appreciation’ for setting up training systems including induction and refresher training for various backend

teams

Feb’06 – Aug’06 ICICI Bank Limited, Hyderabad as Senior Officer - Transactions

Significant Achievements: Steered efforts in managing ATM process with 100% accuracy

Feb’04 – Jan’06 Bharti Airtel Limited, Hyderabad as Executive – Customer Service

Significant Achievements: Merit of receiving:

‘Certificate of Appreciation’ for achieving Customer Assessment on Resolution (CAR) score of 84% ‘Two Top Performer Awards’ for complaint management in Sep & Nov’04

Jan’03 – Jan’04 Wings Infonet Limited, Hyderabad as Executive – Sales Operations

Significant Achievements: Steered efforts in organizing four International GITEX exhibitions

Sep’01 – Dec’02 GE Capital International Services Limited, Hyderabad as Process Associate

Significant Achievements: Conferred with:

Team Extra miler award for demonstrating GE values Two Best Performer Awards in September and November 2002

Jun’00 – Sep’01 NIIT Begumpet Centre (Franchise), Hyderabad as Business Executive

Significant Achievements: Competent in achieving 100% seat occupancy in 2 months duration after opening the centre Successful in closing 5 bulk enrollments with companies Organized several road shows and innovative promotional campaigns like seminar on E-commerce

A C A D E M I C D E T A I L S

MBA (Marketing) from MVSR Engineering College, Hyderabad , Osmania University in December 1999 B.Sc. (M.P.C) from Bhavan’s New Science College, Hyderabad , Osmania University in April 1996

P E R S O N A L D E T A I L SLanguages Known: English, Telugu, Tamil & HindiAddress: 302, Amulya Apartments, Plot-12-5-35, Tarnaka, Secunderabad – 500017