Anindita Hazarika

 ANINDITA HAZARIKA Mobile:-/- E-Mail:- JOB OBJECTIVE Seeking managerial level assignments in the areas of Operations/Public Relations/ Brand Management / Marketing Communication with a leading organization of repute. EXPERTISE IN A dynamic professional with over 8 years of experience in: ~On- Boarding process analysis.~Customer Relation Management ~Retail Operation Support ~Policy and Procedure ~Vendor Management ~Event Management ~ Team Building & Leadership ~ Conflict Resolution CORE COMPETENCIES Retail Management Ensure compliance to statutory regulations with regards to interconnect, roaming, international traffic including license & related codes pertaining to offers, products and services Work on capacity planning/forecasting of interconnect, new points of interconnection, billing/payment procedures, auditing, reconciliations and settlements On boarding Process and analysis Evaluate acquisition quality and potential revenue leakage prior to approving on-boarding of customers Service Delivery Monitoring Experienced in establishing system based work flow, developing and implementing Service Level Agreement (SLA) A self-starter with demonstrated expertise in identifying and defining problem areas, conducting analysis and providing effective solutions to improve bottom-line profitability Team Management Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets Creating and sustaining a dynamic environment that fosters development opportunities and motivates high performance amongst team members Event Management Performing the entire course of events inclusive of conceptualisation, procurement of materials and scheduling event management Developing event management plans & advising the same through innovating marketing communications and corporate image building exercises ORGANIZATION EXPERIENCE Since May’16Reliance Communication Ltd, Guwahati as Dy. Manager (Head-Customer Experience)-NESA Key Result Areas: Define/align KPIs with other departments and optimized resource utilization to maximize productivity Evaluate acquisition quality and potential revenue leakage prior to approving on-boarding of customers Follow up on service condition of corporate connections and ensure effective resolution of reported issues aimed at enhancing customer satisfaction through qualitative service delivery Update & escalate information related to new customers/acquisitions from AV/CV to profile maintenance in compliance to regulations of telecom regulatory bodies Interact with concerned stakeholders for evaluating NAPP or First Three Bills as well as for resolving other related issues. Manage administrative aspects related to e-bill penetration, maintaining compliance to security deposits Evaluate reports like Welcome call reports, First Bill Call reports, analytical reports on AV, CV and E Bill penetration based on business as well as operational requirements Collaborate with various support teams in evaluating quality acquisitions, over payment and AV negative feedback cases Conduct periodic visits to retail stores for resolving customer & CRE queries. Ensure compliance to AV CV TAT by agencies across NESA Assess team performance and render productivity enhancement feedback. Organize training sessions for team members based on identified training needs Prepare & present various status reports to the senior management & other stakeholders to enable effective decision making, highlight issues with potential performance bottlenecks for implementing effective remedial measures Highlight: Proactively initiated 3 new processes towards improving On boarding Customer experience Ensured more than 95% E bill registration in new Customers since December 2015. Identified scopes of wrong sale and weak acquisitions and related process changes initiated and put in place. April 10 to October 10 Star Cement, CMCL Ltd Guwahati, Assistant Manager – HR ,Assam. Key Result Areas: Managed HR related correspondence, maintained HR calendar and rendered administrative support to human resources related to salary certificate, probation letter, promotion and termination Enhanced employee satisfaction by implementing various employee welfare schemes and streamlining HR processes for resolving employee grievances Acquainted employees on organizational policies and interpreted various statutory amendments to implement the same in day to day business transaction Ensured compliance to organizational policies and other statutory regulations pertaining to documentation/ archival of organizational records Conducted performance appraisals and recommended training sessions for employees based on training need analysis. Organized soft-skills and management training sessions for employees based on operational requirements Convened HOD meetings and other inter-departmental functions. Prepared & forwarded MOM to various meeting participants Highlights: Initiated proper process of Employee grievances and Employee engagement programme Mar’07 Apr ‘10 Dishnet Wireless Ltd., (Aircel), Guwahati as Retail Coordinator Key Result Areas: Collaborated with retail outlets across Assam in catering to customer service related issues aimed at consistently maintaining customer satisfaction targets Participated in vendor bill audits & sanctions. Evaluated performance to ensure compliance to TAT and service audits Managed backend operations and employee engagement activities pan India. Consolidated and presented various status reports to the senior management and other stakeholders to enable effective decision making Organized software & soft-skill trainings for front end employees based on requirements Highlights: Organised 2 major Employee events and Organization Milestone achievement events starting from Celebrity Management to branding activities. Played key role in implementing new processes like-Fun Friday and motivational engagement programs in retail stores across Assam (2009 – 2010) subsequently incorporated as best practice across India Recipient of “Pat on the back” award for two quarters in 2009, at Aircel for initiations and ownership PREVIOUS EXPERIENCE H2A2 Creation, Lakhi Nagar - Guwahati ~ Owner ~ Aug 2010 – Mar 2015 I-Design, Guwahati ~ Retail Operation Manager ~ Jan 2005 – Feb 2007 Hindustan Coca Cola Beverages, Jorhat ~ Admin Assistant ~ May 2003 – Jan 2004 EDUCATION 2002MBA in HR and Marketing Management from RV Institute of Management with 1st Class 2000Graduate in Scienec ,Micrbiology (Hons.) from Oxford College of Science with 1st Class 1996 12th from Shrimanat Shankar Academy, Guwahati, AHSEC Board with 2nd Class 1994 10th from Kendriya Vidyalaya, Pasighat, CBSE Board with 1st Division PERSONAL DETAILS Date of Birth: 6th August 1978 Address: #A-2, Shyamkunj Appartment, Lakhi Nagar, Near Punjab National Bank, R.G. BaruaRoad, Guwahati-5 Languages Known: English, Hindi, Bengali, Assamese . REFERENCE Available if required. Anindita Hazarika Date: