1. COMPETENCIES TO OFFER AT A GLANCE
Qualification Group Qualification brief Proficiency Organizational experience
Business Process re-engineering Process delivery
Analysis of All kinds of frauds
involving financial and non-
financial aspects with resolutions
thereof. Fraud Management
Creation & maintenance of MIS MIS management & Trend analysis
Adverse Management Risk Control plan
External environment Call routing, SMS based projects & CSR
management activities
Value addition to Store
operations Risk Control plan
Customer interface with
Corporate Affairs Organization Mgmt. co-ordination & Service delivery
End to End Process Audit & Map-
gap analysis with case closures Quality, Process & Service delivery
Process re-engineering Process delivery
Recommending new processes Process delivery
Platinum, Gold &Corporate high
profile customer relationship
calling, proactively saving
complaints from root and
feedback sharing Retention & Relations
HOD preference problem analysis Research & Analysis
Support to Regulatory Team for
DOT complaint letters Regulatory for Customer Service
Support to Legal Team for
Consumer cases/letters Legal for Customer Service
Responsibility for Core Legal & Regulatory for Customer
complaints Service
Responsibility for Media, Govt
Nodal Office Official complaints Public relation for Customer service
E-mail - Individual & Corporate
customers Customer service - Written
Written
Communication E-mail - Nodal escalations Customer service - Written
Call Center - Platinum & Gold
split customers Customer service - Voice
Call Center - Corporate split
customers Customer service - Voice VODAFONE
Call Center - Bronze & Silver Split
Call Center customers Customer service - Voice INTOUCH SOLUTIONS P.LTD. (HUTCH)
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2. Drafting & sending personalized
SMS service based on Call
received from Individual
customers Customer service
Drafting & sending news updates Managed bilingual Mass
to entire customer base communication service
Catering to sales lead distribution
to Field for Corporate accounts Corporate service management
Catering to after sales service for Corporate service management & sales
Paging Office Corporate accounts leads RPG PAGING SERVICES LTD.
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