Remya Rema

Remya.R Resume   MBA-Finance with 12 years’ experience in Customer Operations, Telecalling Collections, MIS, Credit Monitoring, FRS, Dunning, Bill printing and delivery and Call center Communication Address: House No:-38, Building No:- 1354 Way No:- 3916 Area :- Al-khuwair City :- Muscat Sultanate of Oman Email-Mobile: - Current Location: Muscat , Sultanate of Oman Personal Information  Date of Birth:  20th December 1983 Gender:  Female Nationality:  India Language Proficiency: English, Hindi ,Malayalam & Tamil Professional & Educational Details  Work Experience 12 years Domain Call Centre Operations, MIS Industry Telecom Roles Dy.Manager – Credit & Collections Current Employer Vodafone India Limited Highest Degree Held MBA-Finance & Marketing (Dual), Kerala University Detailed Resume Career Profile: A highly dynamic, organized and professional with 12 years of diverse experience in the mentioned field. Looking for a challenging position in Telecom/Banking to utilize my professional strengths and knowledge in a renowned organization. Work Experience – 12 Years in Vodafone India Limited, Kerala Circle Professional strengths: An experienced operations professional with vast exposure across Call center Management, Back Office Management, Process Operations Management, Service Quality Management, Interdepartmental Coordination, Client Servicing, Team Leadership and Customer Support Management. Vodafone India Limited as Deputy Manager – Credit & Collections. Preparation and timely submission of monthly reports to Senior management. Support to circle planning team with regard to Cost budgeting of credit and collections department Proven abilities in addressing operational issues, resolving performance bottlenecks with expertise in devising policies for improving business performance and achieving desired objectives and organizational growth. Skills in maintaining highest standards of customer service while giving preference to customer satisfaction & promptly resolving customer problems & concerns. Professional capabilities in planning Team Knowledge Transfer & re-designing process for efficiency enhancement. Prolific team leader, trainer and a motivator having ability to build and retain cohesive team of performers as well as maintain TAT, Quality, Productivity and behavioral aspects of the Team. Stupendous communication & interpersonal skills, honed with proven strength in coordination and analysis, multitasking with an ability to interact with a wide range of people. CAREER HIGHLIGHTS Received I made a difference Award Received Mega star Award Professional Experience: Vodafone India Limited (From Aug ’14 – Jul’18) Current Designation: - Deputy. Manager –Telecalling Collections Driving the agenda of Customer first & CXX Managed a Telecalling desk of 30 members Active collections in co-ordination with respective Branches. Meeting Active collection targets and thus ensuring reduction in flow to outer buckets. Proper alignment implementation of new projects and process. Timely corrections of Allocations for Telecalling as per business requirement. Collection cost planning and reworking as and when required as per National Targets. Ensuring proper & right resourcing of Telecalling desk, training and Onboarding for smooth functioning of Process. Driving TNPS for C&C outbound CC  Work on optimizing Call quality & dialer parameters.  Work on reducing Complaints & Requests with regards to the postpaid processes. Delivering the Big shift commitments at Outbound & field Collection process. Work on process improvements impacting customer experience.  Audit the Post Paid process to identify the gaps with special focus on C&C parameters & CXX commitments.  Bill Printing & Delivery Lead (From Jan ’12 – Aug’14) Effectively handled post-paid bill printing and delivery of 3.2 lacs customers with onus of keeping the bill not received graph to minimum level. Initiated measures to keep the printing cost to minimum. Coordinated with IT team for e-billing customer bill delivery. Outsourced vendors for Printing, Dispatch and Delivery of Hard bills. Analysed the BNR Complaints & charted out resolution to reduce the same. Credit Monitoring & Fraud Monitoring(FMS) (From Mar ’10 – Jan’12) Supervised Credit Monitoring Operations for the Circle. Participated in Proactive credit limits management for revenue enhancement and least exposure threats. Monitored upselling of Data packs for appropriate Customers. Handling Usage monitoring and balance Credit Risk Revenue for the Circle. Assigning proper credit limits for eligible customers as per their rating, usage patterns, segments, etc, ensuring timely upgrades and downgrades. Timely review of customer base, monitoring usage limits based on Voice & Data, corrections, corrective measures etc. Co-ordinate with CV team and ensure that rating are done error free and CL assigned is also correct for newly acquired customers. Credit Monitoring disconnection to be controlled as per national standards. Timely implementation of National projects to be within TAT in coordination with cross functional team and including successful trial runs. Responsible for quarterly segmentation of Postpaid base for Circle. Increasing payment outlet penetration thru distributors in all districts. Fraud Monitoring(FMS) Handling Exposure Monitoring through RANGER based on threshold events and customer’s payment pattern; Age on Network: Suspension history etc. This helps minimize bad debts and maximize customer satisfaction. Leading the 2 member Team of Fraud Management System for timely Monitoring of event based alarms, and detection of accounts which are suspiciously going high-on usage, and thereby taking appropriate action, such as tele-calling, barring of the accounts and effective follow-up for collection. Timely closure PRECHECK Alarms, which deal with detecting the re-entry of customers with outstanding on their old connections. This process involves tele-calling and actioning of the new account and effective follow up for collection of the old account’s due. Checking of the alarms generated against the current configuration levels, and report any deviations found to the central IT team for rectifying the same. Online generation of FMS reports and analyzing of the reports Close monitoring of the out roaming alerts/mails and take appropriate action on time. Sharing the Risk Management MIS and Analysis with the higher management (Monthly Reviews) DUNNING (From Jan ’07 – Mar’10) Dunning activities for Kerala Circle including barring and suspension based on age on network and customer class. Setting branch wise targets for barring and suspension and making sure that the same is achieved by better branch co-ordination Adherence to dunning communication/dunning schedule as per national credit policy Auditing wrong revocations, reinstations and broken promise to pay cases to reduce exposure and prevent bad debts Data analysis for reduction in barring and suspension. Analyze and action the high usage cases bill cycle wise. Ensure timely actioning and follow-up of high usage cases for which interim payment is not received Call center Executive –P&G (From June ’06 – Jan’07) Taking calls of Platinum and Gold customers Handling customer queries and ensuring CXX Ensuring Quality and Talk time Areas Preferred 1. Telecom 2. Banking 3. Retail