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hemender_care

Hemender S

@hemender_care

Manager Customer Experience

Inde
Anglais, Hindi
Certaines informations sont présentées en anglais.
À propos de moi
I am a dynamic Customer Retention & Collection Expert with over 9 years of experience. I excel at managing teams, driving efficiency, and enhancing customer service in the telecommunications sector. I have a proven track record in reducing churn and increasing upselling opportunities.... Plus d’infos

Compétences

h
hemender_care
Hemender S
hors ligne • 
Temps de réponse moyen de 1 heure

Voir mes services

Assistance client
I will handle your customer support chat and email professionally
De10 $US / projetPlus de détails

Expérience professionnelle

Vodafone

Manager Customer Experience

Vodafone • Temps plein

Aug 2021 - Jan 2025 • 3 yrs 5 mos

 Circle Receivables Management: Oversee receivables for the B2C portfolio, ensuring effective bad debt minimization and maintaining cash flow within target limits.  Customer Retention & Experience Enhancement: Drive initiatives to improve customer experience through proactive complaint resolution, addressing service issues, and ensuring customer satisfaction at every touchpoint.  Team Leadership & Productivity Management: Lead a team of 10 in the Retention Agency and 16 in the Collection Agency, ensuring high productivity, operational efficiency, and performance in line with business objectives.  Revenue Enhancement & Churn Control: Implement strategies to reduce churn, control upselling, and enhance revenue streams through effective customer lifecycle management processes.  Business KPIs Achievement: Monitor and ensure the achievement of business KPIs, including volume and churn reduction, MNP retention, and achieving monthly and quarterly targets in collaboration with Circle and Zonal teams.  Digitalization & Process Automation: Drive new initiatives for process automation and the digitization of services, ensuring continuous innovation and improved service delivery