Liaised with the advertising/external agencies on a daily basis for marcom activities including media-plan planning, implementation & monitoring market research and support conceptualization of new product and promotional campaigns; prepared marketing strategies Kept an account of BTL and POS material and ensured they functioned in 28 retail outlets to their best advantage Upgraded processes in conformance with Quality Requirements along with FCC policies and procedures. Documented processes within the scope of the Retail Operations Department

Improved existing processes so as to effectively integrate them into the system. Key Team Member responsible for rolling out Oracle CRM Pan India ( 23 Bharti circles ). Instrumental in CRM software package assessment , selection , design and implementation . Standardized existing Customer Centric Processes across Airtel Circles Audited the processes and assigning version control along-with recruitment & selection of candidates Identified Training Need Analysis of employees; Implemented customer acentric CRM along-with process Mapping Created Training Modules for joint TTT of ARBOR (Billing System) and CRM Worked towards setting up of priority services for the top segment

* oResponsible for Managing and developing the call centre as a revenue generating unit . * oResponsible for developing strategic growth plans for the department . * oManpower Planning . * oBudgeting and developing business plans for the team. * oMaintaining a Customer Satisfaction Index Score * oResponsible for a centralized, well structured and updated customer database center. * oAudit and Quality Control . * oSetting up Service Level Objectives . * oPerformance Management * oHelp the company to use technology and human resources to gain insight into customer behavior and needs. * oIdentification of technology for the call centre that will help in enhancing productivity of the department . * oResponsible for recruitment of staff and developing relevant job descriptions . * oManage the process of performance appraisal and Individual Development Plans. * oResponsible for driving the manpower planning process and ensure adherence to the manpower budgets and appropriate staffing levels.