Thane, Maharashtra, India
Performance driven telecom professional with two decades of expertise in customer lifecycle management, digital onboarding, retention strategy, & operational excellence across large scale, regulated environments. Adept at transforming customer journeys through AI driven process innovation, data analytics, and compliance-focused execution. A proven strategist with a deep understanding of regulatory frameworks, known for reducing churn, accelerating activations, and streamlining onboarding via cutting edge digital platforms. Highly skilled in stakeholder engagement, team leadership, project governance, and driving measurable improvements in cost efficiency & service delivery. Passionate about leveraging technology and insights to deliver seamless, compliant, and customer centric telecom experiences.
Leading centralized O2A operations to ensure seamless 24x7 service delivery across geographies. Accountable for defining processes, policies, and technology requirements for the CAF verification framework.
At NHQ, leading the national onboarding strategy in a fast changing telecom landscape. Responsible for mobile number portability and digital self onboarding, governing the full customer acquisition journey through strong process control, cross functional collaboration, and regulatory compliance. Driving programs that enable seamless activations, with AI driven checks, real time analytics, and customer insights improving conversions and experience. Spearheaded large scale projects such as digital fulfilment systems and self service platforms to simplify and accelerate onboarding
As the vertical head for service operations, I played a transformative role in redefining how customer acquisition and activation processes were executed across key markets. I led strategic planning & implementation of operational frameworks that significantly improved the efficiency and responsiveness of service delivery. By introducing innovative models such as scan-based activations and tighter activation service level agreements, I contributed to faster and more reliable customer onboarding. I managed large-scale prepaid activation processes, SIM logistics, & documentation workflows in collaboration with vendor partners, ensuring a high level of compliance and service uptime. My responsibilities extended to managing distributed teams across various zones, empowering them with structured training and capability-building programs
In this capacity, I was tasked with building and maintaining strong customer relationships through responsive service operations and proactive engagement. My role involved deep collaboration with internal teams and partners to ensure consistent service quality and issue resolution. I developed initiatives to enhance customer satisfaction while addressing operational inefficiencies. My efforts helped reinforce brand loyalty and fostered positive experiences across customer touchpoints.
I managed the day-to-day functioning of a high-traffic service center, ensuring optimal customer support and operations. My focus was on improving turnaround times, implementing streamlined workflows, and ensuring staff alignment with service protocols. I played a critical role in driving customer-first initiatives and creating an environment where resolution speed and satisfaction were prioritized.
I was responsible for overseeing zonal operations, managing multiple service verticals, and ensuring adherence to organizational policies. I implemented process improvements that enhanced service efficiency, while also contributing to better compliance tracking. My role required continuous engagement with frontline teams and distribution partners to drive execution at the grassroots level.
I managed retail service center operations across key regional locations. I was instrumental in reducing service inefficiencies and optimizing post-paid subscriber engagement. My leadership helped drive significant improvements in service delivery, team coordination, and operational consistency, laying a strong foundation for customer satisfaction and service excellence.