Mobile Name
+91 0000000, 99999999
Email
email@gmail.com
Address
3/725, Locality, Area Pin Code
CORE COMPETENCIES
Process Audits
User Application Testing
Project Management
Regulatory Compliance
Collection Management
Process Improvement/ Automation
Franchisee management
Customer Life cycle Management
PERSONAL SKILLS
PREVIOUS EXPERIENCE
 L.C.M (Life Cycle Manager) |
Organization | Dec’06-Nov’08| 
Kannur
 Unit Manager| Organization |
Feb’06-Nov’06| Kannur
 Guest Retention / Marketing
Execution| Orgaization | Nov’03-
Feb’06| Ernakulum
 Management Trainee |Green
Sea Marine| June’02-Nov’03
EDUCATION
M.B.A. (Marketing & HRM)
Bharathiyar University (2000-2002)
B.Sc. (Zoology) Mahatma Gandhi
University (1997-2000)
SERVICE DELIVERY PROFESSIONAL
 Product Testing Automation Process Audit Customer Service
~ Proven track record of streamlining existing operations, implementing and monitoring
ATR, identifying inefficient processes and ensuring overall profitability of the organization
with key focus on quality & customer satisfaction ~
EXECUTIVE SUMMARY
An astute professional offering 16 years of rich & comprehensive experience in achieving
results in highly competitive environment in the Retail and Telecom industries. Skilled in
implementing Product and User Application Testing, conducting regulatory & warehouse
audits and displaying excellent business acumen by independently monetizing business
opportunities.
Proficient ability in extending operational support and working towards enhancing
customer experience by handling grievances in minimum TAT and working towards
maximizing retention of clients in assigned territories.
Proven track record of creating and developing strong network of channel partners
including - distributors, retailers, wholesalers, dealers, vendors etc. to ensure wider
coverage and deeper market penetration.
EXPERIENCE
Dec 20XX - Present @ Organization
Worked Locations: Trissur, Palakkad, Pattanamthitta, Kottayam, Idukki, Cochin
Growth Path:
Assistant Manager ~ Product and User application testing and Process Roll out ~ Process and
Regulatory Audit Team Member ~ Prepaid Activation Manager ~ Service centre and Collection ~
Service centre Manger
PRODUCT TESTING:
 Drive UAT within circle and act as a SPOC to address all issues related to Application UAT and
implementation
Adept in ensuring seamless integration, managing migrations under defined timelines.
 Ensure governance of User ID management and drive projects to bring in automation in the
process.
PROCESS AUDIT / AUTOMATION:
 Actively participated in conducting regulatory and warehouse audits while ensuring 100%
compliance to process regulations
 Identify opportunities to bring in automation, reducing TAT and enhancing CSAT scores thereby
resulting in cost reduction
 Evaluate previous track record and device strategies to response index/scores to improve the
overall performance of the system
CUSTOMER LIFE CYCLE MANAGEMENT:
 Responsible for driving the performance of the business by gathering information around
complete Customer Life Cycle and leading improvement projects to enhance overall experience
 Effectively managed client relation operations for increasing the level of business growth and
achieved total customer satisfaction through accurate & timely delivery of services
 Designed and executed effective client relationship management and servicing strategies to
derive client satisfaction, retention and growth in the organization
TEAM/ STAKEHOLDER MANAGEMENT:
 Lead & monitored performance of team members to ensure efficiency in sales operations and
meeting of individual & group targets
 Successfully build cross-functional relationships with franchisee partners to maximize efficiency
and performance output of various stores to achieve business goals and objectives