SHRUCHI GUPTA

E Mail: shruchi18@rediffmail.com

Contact: +91 9967340993, +91 9324411556

Middle level managerial assignments in Channel Management/ Churn Management/ Relationship

Management with an organisation of repute.
EXECUTIVE SUMMARY

A competent professional with nearly 6 years of rich experience in Channel management, Churn
Management, Relationship Management & People Management.
Last associated with Reliance Communication Ltd., (ADA Group), Varanasi, UP East as Assistant
Manager (Customer Service Department).
Gained experience in client servicing, process operations and experience of implementing procedures &
service standards for business excellence.
Recognized proficiency in business process mapping, requirement study, defining the various specifications for
application implementation, and client interaction for resolving concerns.
An effective communicator with exceptional relationship management skills with the ability to relate to people
at any level of business and management.
CORE COMPETENCIES

Channel Management

Managing the sales and marketing operations for promoting products and accountable for achieving business
goals and increasing sales growth.

Attending to the enquiries generated & understanding the customers requirement for further business.

Implementing marketing strategies to build consumer preference and drive volumes. Conducting competitor
analysis by keeping abreast of market trends and competitor moves to achieve market share metrics.

Resolving the open issues of customers as well as channel partners whenever required.
Churn Management

Managing churn especially the voluntary churn by classification of accounts, platinum, diamond, gold, silver
category based on revenue monitoring daily retention service request..

Managing customer retention & churn for postpaid & prepaid services.

Preparing retention & churn analysis report for each month.

Relationship Management

Handling customer queries for better turnaround time and customer satisfaction. Identifying prospective clients,
generating business from the existing clientele to achieve business targets.

Interacting with the clients on a regular basis & providing redressal to all their queries, complaints & handling
all client relation.

Assuring maximum customer delight, to provide consistent and error-free service delivery to the clients.
Team Management

Recruiting, leading, mentoring & monitoring the performance of team members to ensure process efficiency
and meeting of targets.

Creating and sustaining a dynamic environment that fosters development opportunities and motivates high
performance amongst Team members.
WORK EXPERIENCE
Feb07 to Oct08 with Reliance Communication Ltd., (ADA Group), Varanasi, UP East as Assistant
Manager - Customer Service Department
Responsibilities:

Analysing the repetitive complaints and implementing new processes and setting new guidelines to enhance
customer satisfactions and increasing Cluster ARPU (Average Revenue Per User) leading to increase in revenue
generation.

Attending & resolving the entire disputes & issues related to the customer.

Minimizing the voluntary and involuntary churn including post paid to prepaid migrations.

Driving customer retention through design and implementation of programs.

Maintaining the platinum and gold customer base on a proactive basis.

Handling the quality closure of all service requestss logged within specified SLA.

Monitoring the retention for the Post paid sub-base of the cluster ensuring delivery of relevant retention
products to various class of customers and overall customer satisfaction/ Delight with resolution provided.

Disseminating information & training the WW/ WWE FSDs/ FOS/ Franchisee for all new product launches /
Processes / Systems, etc.
Complying to the quality processes/ SLA(s)/ Guidelines/ Audits & bringing about the desired eradication of
errors + enhanced C-Sat scores
Implementing smoother CC transactions at all touch points (WW/WWE) including availability of systems,
MACD(s) etc, as per company's processes.
Build personal rapport and relationship with VVIP/ platinum base of the cluster.

Attainments:

Recognised as the Best Relationship Manager for HNI Clients of Reliance Communication.

Holds the distinction of leading the Varanasi Cluster CC to the Ist position in a contest for customer care CSAT,
LMS & Quality for quarter 3 (Jan-March 08).
Executed 95% Accurate in SR (Service Request) Closure & Creation.

Achieved 95% in CSAT (Customer Satisfaction) Scores.

Delivered 95% In LMS (Learning Management System).

Dec02 to Jan07 with Rangoli Wireless Communication (Hutch Shop), Varanasi, U.P East as Office
Manager/ Supervisor
Responsibilities:

Assuring over all growth of the channel by achieving the sales as well as Collection targets assigned by the
company.

Administering & monitoring the Hutch Shop and other customer care operations.

Communicating & coordinating with the Collection Manager/ Channel Manager/ Customer Care Manager for
performing various activities.
Shortlisting the potential candidates for the post of telecallers, collection executives, sales executives and
customer care executives & upgrading their skills by imparting on the job training.
Generating overall salary slips of all the employees.

Responsible for updating the executives about the changes made in tarrifs/ plans & schemes, etc.

Jun03 to Jan07 with Nokia Care Centre, Manager/ Incharge, Varanasi, UP East
Responsibilities:

Administering the overall all activities in the customer care centre.

Monitoring the availability of all the spares, tools and zigs in the centre.

Handling the entire updations online to Nokia.com

Coordinating with the higher authorities of Nokia and HCL regarding pending and existing issues of care centre.
ACADEMIC CREDENTIALS

B.Sc. (PCM) from U.P College (Autonomous College) in 2000 with 1 st Division.

MBA specialising in Marketing/ Human Resource from I.D.S (Institute of Development Studies) affiliated to
University of Lucknow in 2002.
PERSONAL DOSSIER

Address

Flat No S 1/ 22, 2nd Floor, Shri Krishna Sudama Building, opp to State Bank of Bikaner

Date of Birth

and Jaipur, Bangur Nagar, Goregaon (West): Mumbai, Pin Code: 400090
18th August 1979