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Vivek Resume

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Vivek Gupta

Vivek Gupta is seeking a management position with over 15 years of experience in customer service and collections roles. He currently works as a manager at ARSH Management Pvt Ltd handling a portfolio of customers for Idea. Previously he worked at Bharti Airtel for over 5 years in various roles including collections, customer service, and sales support. He has a Bachelor's degree in Commerce and additional computer training.

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VIVEK GUPTA Flat No.C 404, Silver Stone, Handewadi Chowk, Undri Saswad Highway, Pune-412308 Mobile. No.- +917758890747 E-Mail : vanshgupta2002@gmail.com PROFILE & STRENGTH  Seasoned Management official with in depth experience in solving out critical issues.  Innovative leader & motivator with solid convictions, morals & ethics. Excellent verbal, written & interpersonal communication skills  Demonstrated capabilities in handling out hyper customer having critical issues.  Proven strength in compliance handling & managing them through grasp of functional responsibilities  Accomplished project manager with ability to manage the resources for optimum productive output  A quick learner, trustworthy, enthusiastic, ambitious, reliable, punctual & highly organized individual committed to professional development & acquisitions of continued knowledge. PROFESSIONAL EXPERIENCE 1. ARSH MANAGEMENT PVT LTD For IDEA Collection and Retention Manager March 2014 – Till Date  Handling complete portfolio assigned to Agency from Idea for Collections and Retention on monthly basis.  Currently handling 25 members as a Senior Manager for Tele calling and 10 members as filed executive.  Working on payout structures of the team, incentives, recruitment for the given portfolio.  Ensuring agency is in line with requirements and has required coverage and infrastructure to manage each customer.  Monitoring and controlling flow of outstanding to next higher bucket.  Responsible for partner performance as per applicable Code of Conduct.  Handling issues and ensuring identification to control and resolve so as to meet the required targets as an agency.  Ensuring required training are taken and provided to new hires to partner in the required activities for Idea as an agency.  Ensuring consistent performance towards Idea for delivering targets assigned for portfolio allocated.  Team building and development.  Ensuring achieving almost more than the target such that minimum Debts to contribute more towards collection as an agency. 2. BHARTI AIRTEL SERVICES LIMITED (AIRTEL LANDLINE & BROADBAND SERVICES) Executive November 2005 – March 2011 Collections & Sales  Handling north zero bucket & Sales agencies.  Responsible for backend activities such as agreements, NFA’s, purchase requests, purchase order and agency bills.  Responsible for barring, unbarring and resolution of any disputes on CFA plan of internal (Bharti) employees.  Handling/responsible for barring unbarring of Karnal, Ambala and Panipat hubs.  Responsible for circulation of OG barring MIS.  Handling and responsible for regular follow up with the agencies on all receipts in timely manner.  Handling/responsible for agencies sales targets.  Handling PRI sales
Customer Interfacing  Lead the customer-interfacing group for assigned Zone.  Handle the query resolution cells to ensure timely and correct resolution for all complaints and TAT compliance.  Ensure high quality customer experience at all Airtel touch points  Conduct root cause analysis and proactively initiate corrective measures to reduce comp/100  Formulized, implement and drive new initiatives for efficient handling of the day to day customer care operations, new Product Launches/acquisitions.  CSMM scores improvement  To co-ordinate with the various Departments/zones to discuss comp/100 & SLA trends and formulate action plan  To initiate automation at all Levels to achieve optimized costs and increasing the satisfaction level of the customer.  To prepare MBR, Monthly RCA presentations.  Have regular meetings with the other Functional Heads at HQ as well as with the zonal heads.  To set benchmarks for Service standards for the customer interfacing group.  Manage the escalation desk and ensure timely resolution of case received at the desk.  To ensure SLA (service level agreements) adherence. Service Assurance  Track and improve all Non-financial parameters.  Working with Process Co-coordinator to define new processes and correcting existing processes  Conducting internal audits & ensuring closure of non-conformances as a part of Business Process Management System.  Documentation and upload of best practices implemented as well as coordinate replication of best practices from other Circles. Sales Support  Coordinate with RWAs to set up service camps in the area and ensure timely resolution of complaints & Requests received from customers visiting the service camp  Ensure effective lead management.  Manage the SRP team of telesales to ensure timely service delivery to the new customers. Team Management  Providing direction, motivation & training to the customer interfacing team for ensuring optimum performance for all Operational customers care related departments. PROJECTS UNDERTAKEN Service Camps (organized at various places) Brief description of Project: The Company at various places had arranged these camps to take up the problems Queries of the existing customers & to promote the product for making new customer. Key Learning: Learned the basic technical & operational concepts of Land Line & broadband (DSL) connection. Attended many trainings organized by the company for know how the use of various applications being used by the industry. Achievements: Awarded many times by the managements for being appreciated by customer for solving out their complaints & issues efficiently.
3. ISB ONLINE (Airtel Relationship Centre, Daryaganj) CUSTOMER RELATIONSHIP OFFICER November 2004 to November 2005 Key Responsibilities  Follow the customer’s satisfaction measurement management.  Coordinating with other department for the requirement of customer.  Customer handling through continues monitoring.  Taking active part in PCO segment.  Taking Care of the customer who is new in network.  Looking Corporate Sales & Blackberry. QUALIFICATIONS: - ACADAMIC: -  Degree in Bachelor of Commerce [B.Com] (April 2003) from Gharwal University, India with a Second Class  Passed Higher Secondary Certificate (H.S.C) [Commerce] in March 2000 with Second Class from Meerut University  Passed Secondary School Certificate (S.S.C.) in March 1998 with Second Class from Meerut University. ADDITIONAL QUALIFICATION:  1 year Computer course of 1st level from ET&T. PERSONAL DATA:- Date of Birth 30 July 1981 Hobbies Music & Traveling Languages Known English & Hindi.

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Vivek Resume

  • 1. VIVEK GUPTA Flat No.C 404, Silver Stone, Handewadi Chowk, Undri Saswad Highway, Pune-412308 Mobile. No.- +917758890747 E-Mail : vanshgupta2002@gmail.com PROFILE & STRENGTH  Seasoned Management official with in depth experience in solving out critical issues.  Innovative leader & motivator with solid convictions, morals & ethics. Excellent verbal, written & interpersonal communication skills  Demonstrated capabilities in handling out hyper customer having critical issues.  Proven strength in compliance handling & managing them through grasp of functional responsibilities  Accomplished project manager with ability to manage the resources for optimum productive output  A quick learner, trustworthy, enthusiastic, ambitious, reliable, punctual & highly organized individual committed to professional development & acquisitions of continued knowledge. PROFESSIONAL EXPERIENCE 1. ARSH MANAGEMENT PVT LTD For IDEA Collection and Retention Manager March 2014 – Till Date  Handling complete portfolio assigned to Agency from Idea for Collections and Retention on monthly basis.  Currently handling 25 members as a Senior Manager for Tele calling and 10 members as filed executive.  Working on payout structures of the team, incentives, recruitment for the given portfolio.  Ensuring agency is in line with requirements and has required coverage and infrastructure to manage each customer.  Monitoring and controlling flow of outstanding to next higher bucket.  Responsible for partner performance as per applicable Code of Conduct.  Handling issues and ensuring identification to control and resolve so as to meet the required targets as an agency.  Ensuring required training are taken and provided to new hires to partner in the required activities for Idea as an agency.  Ensuring consistent performance towards Idea for delivering targets assigned for portfolio allocated.  Team building and development.  Ensuring achieving almost more than the target such that minimum Debts to contribute more towards collection as an agency. 2. BHARTI AIRTEL SERVICES LIMITED (AIRTEL LANDLINE & BROADBAND SERVICES) Executive November 2005 – March 2011 Collections & Sales  Handling north zero bucket & Sales agencies.  Responsible for backend activities such as agreements, NFA’s, purchase requests, purchase order and agency bills.  Responsible for barring, unbarring and resolution of any disputes on CFA plan of internal (Bharti) employees.  Handling/responsible for barring unbarring of Karnal, Ambala and Panipat hubs.  Responsible for circulation of OG barring MIS.  Handling and responsible for regular follow up with the agencies on all receipts in timely manner.  Handling/responsible for agencies sales targets.  Handling PRI sales
  • 2. Customer Interfacing  Lead the customer-interfacing group for assigned Zone.  Handle the query resolution cells to ensure timely and correct resolution for all complaints and TAT compliance.  Ensure high quality customer experience at all Airtel touch points  Conduct root cause analysis and proactively initiate corrective measures to reduce comp/100  Formulized, implement and drive new initiatives for efficient handling of the day to day customer care operations, new Product Launches/acquisitions.  CSMM scores improvement  To co-ordinate with the various Departments/zones to discuss comp/100 & SLA trends and formulate action plan  To initiate automation at all Levels to achieve optimized costs and increasing the satisfaction level of the customer.  To prepare MBR, Monthly RCA presentations.  Have regular meetings with the other Functional Heads at HQ as well as with the zonal heads.  To set benchmarks for Service standards for the customer interfacing group.  Manage the escalation desk and ensure timely resolution of case received at the desk.  To ensure SLA (service level agreements) adherence. Service Assurance  Track and improve all Non-financial parameters.  Working with Process Co-coordinator to define new processes and correcting existing processes  Conducting internal audits & ensuring closure of non-conformances as a part of Business Process Management System.  Documentation and upload of best practices implemented as well as coordinate replication of best practices from other Circles. Sales Support  Coordinate with RWAs to set up service camps in the area and ensure timely resolution of complaints & Requests received from customers visiting the service camp  Ensure effective lead management.  Manage the SRP team of telesales to ensure timely service delivery to the new customers. Team Management  Providing direction, motivation & training to the customer interfacing team for ensuring optimum performance for all Operational customers care related departments. PROJECTS UNDERTAKEN Service Camps (organized at various places) Brief description of Project: The Company at various places had arranged these camps to take up the problems Queries of the existing customers & to promote the product for making new customer. Key Learning: Learned the basic technical & operational concepts of Land Line & broadband (DSL) connection. Attended many trainings organized by the company for know how the use of various applications being used by the industry. Achievements: Awarded many times by the managements for being appreciated by customer for solving out their complaints & issues efficiently.
  • 3. 3. ISB ONLINE (Airtel Relationship Centre, Daryaganj) CUSTOMER RELATIONSHIP OFFICER November 2004 to November 2005 Key Responsibilities  Follow the customer’s satisfaction measurement management.  Coordinating with other department for the requirement of customer.  Customer handling through continues monitoring.  Taking active part in PCO segment.  Taking Care of the customer who is new in network.  Looking Corporate Sales & Blackberry. QUALIFICATIONS: - ACADAMIC: -  Degree in Bachelor of Commerce [B.Com] (April 2003) from Gharwal University, India with a Second Class  Passed Higher Secondary Certificate (H.S.C) [Commerce] in March 2000 with Second Class from Meerut University  Passed Secondary School Certificate (S.S.C.) in March 1998 with Second Class from Meerut University. ADDITIONAL QUALIFICATION:  1 year Computer course of 1st level from ET&T. PERSONAL DATA:- Date of Birth 30 July 1981 Hobbies Music & Traveling Languages Known English & Hindi.