1. SYED AFZAL ALI
: +91 –8554984132 / 9305110696
: afzalali.per@gmail.com
: in.linkedin.com/in/SyedAfzalAli1
PROFESSIONAL SYNOPSIS
Contact Centre OperationsCustomer Service Delivery B2C Commercial Operations
PROFILE SUMMARY
 A result oriented professional with nearly 8years of experience in Retail, Telecom, Water & Power Utility industries
in:
Customer Service Delivery B2C Commercial Operations Retail Channel Sales
Revenue Enhancement Budgeting & Planning Business Development
Business Process Engineering Vendor Management Team Leadership
New Acquisitions Customer Lifecycle Management Usage and Retention
 Expertise in conducting quality and process audits, sharing feedback and rendering suggestions for improvement;
supervising operational planning and development and directing the day-to-day process operations
 Demonstrated excellence in overseeing business operations encompassing client relationship management,
administration, knowledge management and revenue generation
 Displayed prowess in delivering training to new hires on process and product, coaching, motivating and training them
as per company’s norms to get desired results
 Skilled in maintaining and improving operations by monitoring system performance, identifying and resolving
problems, preparing and completing action plans and completing system audits and analyses
 Experienced in accomplishing human resource objectives by recruiting, selecting, orienting, training, assigning,
coaching, counseling, and disciplining employees. Boosting team efficiency through R&R
CORE COMPETENCIES
 Responsible for new retail business development, negotiating with vendors and setting up new retail hyper-market
stores and promotional activities.
 Determining B2C operational strategies by conducting needs assessments, performance reviews, capacity planning,
and cost/benefit analyses and evaluating state-of-the-art technologies
 Maintaining professional and technical knowledge by tracking emerging trends in contact center operations
management and benchmarking state-of-the-art practices
 Administering the creation of departmental budgets and aligning with the AOP budget of the company. Also making
revenue projections and preparing AOP revenue target achievement plan.
 Responsible for creating the project management information system and ensuring that information reaches relevant
stake holders in a timely manner
 Managing service operations for rendering and achieving quality services, providing first line customer support
 Conducting root-cause analysis and taking preventive measures for repeated escalations as per the SLA
 Providing direction, motivation & training for ensuring optimum performance and implementation of performance
management system for all the team members. Expertise in managing large team of 100-150 people including onroll,
offroll & vendor roll staff
 Overseeing validation of training and identifying training gaps by assessing the business environment
ORGANIZATIONAL EXPERIENCE
Since Dec’12 with Essel Utilities, Aurangabad as Asst. Manager- Commercial Operations
Role:
 Accountable for steering Commercial Operations and Customer Service Delivery for India's biggest PPP Water
SupplyUtility Project

2.  Managing Contact Center operations (5 Consumer Service Centers, 24x7 Call Centers, Service @ consumer'sdoorstep,
Query Resolution Cell (Nodal))
 Ensuring consumer service delivery through out of the box strategies and innovative ideas in Power and WaterUtility
 Handling complete Consumer Services , also developed and monitored till successful execution of other operations
pertaining to Billing, Meter Reading, Bill Distribution; Document Management System; New Service Connections &
Metering; Revenue Enhancement; Vigilance and Enforcement, Regularization of Unauthorized Connections
 Rollout ofcontact centers and executing commercial operations in new utility project (Power DF and Water Supply
Project): Baseline analysis, Planning, Execution,Operations and Monitoring. Implementation of all Commercial
activities and Service Improvement at liveprojects
 DrivingConsumer Indexing Project in Water Utility for 3.2 lakh households
 Overseeing activities pertaining to system process planning, sharing functional requirements, UAT for Oracle Business
Solutions like Customer Care& Billing, Meter Data Management, etc.
 Handled recruitment, on-boarding, certification, OJT, Daily Briefing, Refreshers, Product/Process knowledge tests,
Train the trainer, Appraisals, PIP, attrition control, etc.
 Carrying out engagement and motivational activities for Executives
Accomplishments:
 Successful launching with hurdle free.
 Demonstrated excellence in introducing innovative Utility Commercial Business Model through effective Process
Engineering, which further adopted in other business units in the organization
 “Outstanding Performer of the Year-2013-14” awarded by CEO&MD Essel Infra.
Apr’11 – Dec’12 worked as an Entrepreneur SS Enterprises, Varanasiin Food&Beverage
Role:
 Planning, administration & designing of business since its existence. Strategies to establish a new business.
 Demographic analysis of business area.
 Identifying and signing new distributor for the business.
 Maintaining daily target achievement with team.
 Supervised complaints raised related to product and rectified immediately.
 Set up new retail store
Accomplishments:
 Instrumental in rolling out New Business with complete ownership.
July’08– Apr’11 with Vodafone Essar Cellular Limited as Area Manager- Retail Operations
Growth Path:
July’08 to Aug’09 Store Manager at Jalgaon (Up-country)
Aug’09 to July’10 Transferred to Zonal Location Store Manager at Nasik (Promoted on Location)
July’10 to Apr’11 Promoted from Sr. Executive-Stores to Asst. Manager- Stores
Role:
 Managed operations for Vodafone Stores in Nasik Zone (Nasik city, Jalgaon)
 Ensured ROI of the stores and extracted revenue for the store through Prepaid & Postpaid Sales, VAS, Recharges and
Bill Collection
 Involved in aligning team of Store in the revenue way of working resulted in store EBITDApositive with zero subsidy.
Locations handle made EBITDA positive. Responsible for complete turnaround of loss making Mahatma Nagar store in
one ofthe highest performing store by boosting up revenues.
 Handled customer service delivery, owning Vodafone values ‘Happy to Help’ ensuring the unbeatablecustomer
experience. Always maintained CSAT levels above 95%.
 Ensured complete accountability for every customer query resolved within TAT
 Accountable for handling Quality: Soft skills, tone & manner, infrastructure, hygiene and grooming. Top performing
location in circlewith average quality scores of >90% (QPulse - external agency).

3.  Managed manpower on-boarding, certification, OJT, Daily Briefing, Refreshers, Product/Process knowledge tests,
Train the trainer, Appraisals, PIP, attrition control. R&R for Team
 Ascertained compliance with Quarterly Process Audits and Retail Audits by corporate teams for compliance onvarious
processes and inventory at stores, bagged ‘A+’ grade throughout tenure
Accomplishments:
 Acknowledged for playing a key role in Retention (Project-Lakshya) brought down customer churn rate.
 Awarded 4 times for Best Performance in Store Operations as Vodafone Hero by CEO M&G
June’07 - July’08 with ITC Ltd as Retail Store Manager
Role:
 Accountable for Hypermarket Retail Store operation
 Handling retail space more than 6000 Sqft.
 Analyzing overall productivity of store (Manpower planning, sales Target planning etc.)
 Merchandizing, Planogram, Space Allocation, and establishing store specific display norms and effectively
implementing them
 Vendor Negotiation on stock purchase, scheme designing,
 Display adhering to Ops parameter and ensuring statuary compliances
Accomplishments:
 Getting opportunity from setting up new retail store to execute the operation
 Opening 4 Hypermarket Stores in MP (Dewas), Maharashtra (Wardha&Parbhani) and in UP (Pilibhit)
 Getting additional responsibility for site selection for De-couple Mall of ITC in Karnataka and Maharashtra.
EDUCATION
 B.Sc.from Udai Pratap Autonomous College Varanasi in 2006 (scored 81% and topped in College)
 Post Graduate Diploma in Retailing & Merchandizing in 2007 from Birla Institute of Management Technology , Greater
Noida
Award&Recognition in Academic-
 Old Students’ Association Award in 10+2
 Udai Pratap (Auto) College Award in Graduation
PERSONAL DETAILS
Date of Birth: 05th July, 1984
Address: A 13/53 Rajghat Varanasi-221001
Languages Known: Hindi, English, Urdu and Marathi