Prasenjit Gargvanshi

LEAD - Customer Life Cycle Mgmt - Tata Teleservices Ltd (Prepaid / Postpaid Sales Reject)

New Delhi Area, India

Summary
CLCM (Customer Life Cycle Management) Postpaid Customer Service Management business development Service Operations New Customer Acquisitions CDMA Billing Systems Customer Experience Management GSM Managed Services Key Account Management Channel Partners Customer Relations Telecommunications Team Management Training Customer Service Sales Leadership Business Strategy
Over 10 yrs + experience into Sales, Customer Service and Team building domain in Banking, Insurance and Telecom Industry
Experience

LEAD - Customer Life Cycle Mgmt - Tata Teleservices Ltd at Tata Docomo Business Services

Apr 2015 - Present

 Looking after the NEO (0 – 3 months customer) segment which involves: i. New Customers Call analysis at the Call Centre ii. Prepaid / Postpaid Sales Reject Management iii. Management of newly acquired base and its competitiveness, especially segmented products across circles on continuous basis, so as to achieve business KPIs iv. UAT of new developments for Neo Customers v. Keeping check & maintaining a threshold for Churn Cases, i.e., objective is to primarily reduce the Sales Reject numbers and churn %; vi. Churn Management of newly aquired customers vii. Increase the Collection performance of 0 – 3 months customers; and viii. Keeping a track and check of all major Customer Service activity for newly on-boarded customers which include: a. Address Verification; b. Welcome Call Contact; c. First Bill Delivery; d. Collection & Payment option; and e. Complaint Management

Education

Phd (Management) at Chitkara Business School, Chandigarh

Jun 2015 - Present

Doctorate of Management Studies at ISBM & A

Mar 2014 - Mar 2015

M. Phil at OPJS University, Rajasthan

Mar 2013 - Mar 2014

Post Graduate Diploma in Business Administration at Jaipuria Institute of Manegement, Lucknow

Jun 2003 - Jun 2005

Master of Business Administration (MBA), Marketing at Jaipuria Institute of Mgmt

Dec 2002 - Dec 2004

B.Com at Delhi University

Jun 1999 - Jun 2002

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