Pankaj Munshi is a middle level management professional with over 16 years of experience in business operations management, customer lifecycle and value management, and service marketing. He has extensive experience in customer service operations including acquisition, retention, and escalation. Currently, he works as a Senior Manager of Zonal Customer Service at Bharti Airtel Ltd, where he has taken on roles of increasing responsibility over 11 years.

1. PANKAJ MUNSHI
E-Mail: munshipankaj2003@yahoo.com / munshi_pankaj@hotmail.com
Phone: +91 - 9935099751, 0120 2506853
Address: 192 C, B 10, Udaigiri II, Sector - 34, NOIDA
MIDDLE LEVEL MANAGEMENT PROFESSIONAL
Business Operations Management ● Customer Life Cycle & Value Management ● Service Marketing
Enterprising leader & planner with a strong record of contributions in streamlining operations, invigorating businesses,
heightening productivity and improving systems & procedures
P R O F I L E S U M M A R Y
A self-driven professional with a diverse experience of over 16 years in:
Customer Life Cycle & Value Management Customer Experience Management Team Management
Revenue Enhancement Strategy Business Continuity Planning Transition and Delivery
Vendor Management People, Project& Process Management Business Development
• Proficiency in designing systems / procedures for change management in
customer service operations entailing studying customer/consumer trends to
design solutions, ensuring business functionality adherence & enhancing
competitive advantage
• Comprehensive experience in planning and executing Customer Service
operations (Acquisition, Retention & Escalation) for large set ups, developing
& implementing Critical to Quality Service Standards / KPI for attrition control
and performance excellence
• A strategic planner with proficiency in streamlining business processes,
defining continuous improvement processes, accelerating employees’
strengths and building powerful teams that can conquer any obstacles
• Skilled in setting out quality standards for various operational areas;
implementing quality systems & procedures to facilitate a high-quality customer experience, while adhering to the SLA
• Expertise in Inbound Customer Service, Outbound Interaction management and M-Commerce domains
• Exceptional communication, presentations & mentoring skills with distinguished abilities in leading teams for
developing business continuity plans, procedures and service standards for business excellence
• An effective leader with distinguished abilities in recruiting, leading, training large cross-functional and multi-cultural
teams for running successful process operations across the units
C O R E C O M P E T E N C I E S
• Formulating strategy to drive client experience & enhancing
customer engagement through various programmes & initiatives
• Preparing operational goals and developing business plans
for the achievement of these goals
• Monitoring the SLAs, KPIs for the process, identifying
improvement areas and implementing adequate measures
to maximize customer satisfaction level
• Tracking health and movement of customer base and
preparing strategies to reduce unsafe base; forecasting
churn and implementing operating strategy to retain
maximum customers
• Setting out in house quality standards for various operational areas, ensuring a high-quality customer experience
while adhering to the SLAs for their services
• Ensuring smooth running of contact centers & adherence to set norms / targets so as to enhance customer satisfaction
Developing CTQs and KPIs for measuring process outputs and influencing the customer satisfaction scores by
resolving customer complaints

2. O R G A N I S A T I O N A L E X P E R I E N C E
Bharti Airtel Ltd., Lucknow (Jul’04 – Feb’15)
Growth Path
A.M. – Zonal Customer Service, Allahabad Jul’04 – Jun’06
A.M. – Contact Experience, UP Jun’06 – May’09
Manager – Rural Market Customer Experience, UP Jun’09 – May’11
Senior Manager – M Commerce, UP May’11 – Nov’13
Senior – Manager (Zonal Customer Service) Nov’13 – Feb’15
Key Result Areas
• Handled client service enhancement for Mobile and Fixed Line business, Customer Life Cycle Management, Cost
Reduction Strategies, Channel Management, Team Building & Training and Retail Operations Management
• Looked after a postpaid customer base of 1.7 lacs with revenues of INR 100 Million and a prepaid customer base of
over 40 Lacs and ascertained collection efficiency for the zone by improving the collection ratio percentage of cases
allocated in buckets
• Secured prepaid spoke operation as per standards for prepaid line of business, mitigated Solitaire and HV churn for
the zone and involved in ASC percentage improvement as a strategic project
• Safegaurded smooth on boarding of airtel money actors (distribution chain, customers), drove business through own
base penetration and built up active base through repeat usage through own retail channel
• Managed superior customer experience to enhance usage and stickiness, handled activation cycle time & document
compliance and organised sales channel training to enhance FTR and KYC/AMSL awareness
• Reduced CPC through CPC reduction programmes like Customer Life Cycle Management, KCI and process
improvements and Service Opex by implementing various call reduction initiatives
• Ensured client satisfaction through carrying out call & complaint trend analysis for root cause elimination
• Carried out responsibilities like operation management & Client servicing including leading & engaging outsource
partner for Inbound (Trade & Device Helpline) and Outbound Contact Centre, escalation handling and resolution,
ensuring CTQ delivery and business continuity
Highlights
• Enhanced collection efficiency in B0 bucket from 33% in Jun’14 to 36% in Aug’14 & in B1 bucket from 22% in Jun’14
to 28% in Aug’14
• Efficiently improved prepaid same day activation cycle time from 42% in May’14 to 68% in Aug’14 and ensured zero
churn on solitaire base
• Proficiently created strong channel network with 41K actors on boarded
• Mitigated activation cycle time from 14 days to 7 days and increased Throughput airtel money payment mode from
INR 26 MN in Jan’13 to INR 32 MN in May’13
• Established new definition/evaluation parameters based on SERVE model for ASC as a result active base increased
from 31% in Jun’09 to 80% in Apr’11 and amplified ASC penetration-400 new ASC additions
• Augmented self-help modes education and promotion-penetration from 12% to 17%
• Successfully reduced Rural CPC from 1.06 in Jun’09 to 0.47 in Apr’11
• Successfully reduced Rural CoPC from 0.51 in Jun’09 to 0.14 in Apr’11
• Emerged as the Top Circle for VAS upsell drive through ASCs (revenue of INR 1Mn in May’11)
• Successfully completed two green belt projects with an approx. savings to the tune of Over 10 Mn annually
P R E V I O U S E X P E R I E N C E
TATA AIG General Insurance, Hyderabad (Jun’02 – Jul’04)
Operations In – Charge
GE Capital International Services, Gurgaon (Oct’98 – Jun’02)
Credit Underwriter
T R A I N I N G S

3. • Managerial Grid by JKC at Bharti Airtel Limited
• Team Building & Leadership at Bharti Airtel Limited
• DMAIC Quality Training at GEcis
• Developing Self Excellence, an in house training program at GEcis
• Inner GE, training programme to develop leadership edge at GEcis
A C A D E M I C D E T A I L S
• MBA (Marketing Management) from AV Institute, Sangamner, Pune University in 1998
• BBM from Somani College, Mysore, Mysore University in 1996
I T S K I L L S
• Windows XP/7/8
• MS Office
• Internet Apllications
P E R S O N A L D E T A I L S
Date of Birth: 27th
October 1973
Languages Known: English, Hindi, Punjabi & Kashmiri
Mailing Address: 192 C, B 10, Udaigiri II, Sector - 34, NOIDA – 201307, UP