Nevin Peter
Data Analyst
Wednesbury,West Midlands
Summary
Driven professional with keen eye for detail and strong organizational skills. Demonstrates proficiency in data analysis and communication with knack for transforming complex data into actionable insights. Known for improving data reporting systems, leading to enhanced business decision-making. Proven ability to streamline processes, resulting in significant time and cost savings. Offering strong analytical skills and keen eye for detail. Excellent problem-solving abilities and strong communication skills.
Overview
2006
2006
years of post-secondary education
Work history
Customer Service Head
HATHWAY Cable & Datacom Ltd
Bangalore
- Heading Customer service operations and Field Service Operations of the circle
- Managing key operational metrics on Service Delivery and TAT management for Call center, Backend –Complaint resolution and Field Service Engineer team
- Providing direction, motivation and training to customer service team to ensure optimum performance
- Process deployment and enhancement by generating regular MIS on various activity trackers
- Handling customer grievances and escalations through contact points
- Ensuring Field team achieves set target and all KPIs
- Recruiting, Mentoring and Training team members to deliver quality service
- Manpower optimization and productivity enhancement across all process with control on cost.
Project Manager
UNITED Engineering Industries Pvt. LTD
Bhopal
- Project Management- Project ownership from project start date till dispatch of job
- Coordination with Client and owner’s consultants for export oriented business
- Coordination with Engineering consultants, internal procurements, planning, system integrators, suppliers, site works
- Overall commercial and finance controlling i.e
- Cost control, forecasting, invoicing for the Project
- Identify critical activities affecting the project progress and ways to overcome the critical path
- Ensuring completion of project within scheduled Time, minimum possible cost with customer satisfaction
- Acting as single point contact for all vendors, site, internal team, consultants and customer throughout the project execution.
Manager in Customer Service
Bharti Airtel Limited
Gurgaon
- Business Manager for Airtel Call Center, handling inbound center for Prepaid, Postpaid customers
- Ensuring regulatory compliance on QOS by doing daily review on capacity planning, manpower, contingency identification and mitigation
- Drive key customer output metrics- like Customer Satisfaction - CSAT: ICE, IVR NSS, NSS, CQ, NPS by consistent review followed by analysis, action and call outs to top repeat callers
- Drive continuous process improvement – ie
- To identify process defects and scope of automation by doing focused group discussion with agents
- Critical SLA is providing First Call Resolution i.e
- To reduce 1 day and 3-day Repeat Callers at CC
- Monitoring Reviewing Performance Dashboards, Manpower/Capacity Planning at the Center and Call Volume Forecast management
- Drive key input parameters of customer experience by validating Quality of hire and training efficacy
- Monitoring Quality of Calls for the Center, Internal as well as External
- Up selling VAS / Non VAS products to Customers through Inbound CC and generating Revenue
- Sharing TOP Voice of Customer to stake holders, circle and central Team and ensuring the VOCs are timely closed and proper action are taken
- Taking Reviews with Partner & chalking out Action Plan for KPI improvement.
Assistant Manager in Customer Service Mobility and Fixed line business
TATA TELESERVICES (Maharashtra) LIMITED
Mumbai
- In 5 years handled various profile like Vendor Management for Call center and Backend operations/Complaint Management/Escalation desk (Nodal/Appellate/Chairman escalation), Technical and Dealer Helpline
- Complaint Management Profile: Ensuring prompt resolution of customer QRC, through effective utilization of systems and processes designed by the organization, for postpaid customers and at the same time ensuring desired service level
- Analyzing Complaints data and bringing out insights on the complaint trends and reason of increase and decrease of complaints/escalations
- SLA Adherence and maintaining Quality of resolution
- Analysis on reducing Complaints per ‘000 sub, repeat calls, Incorrect Service Request
- Complaints/requests management within defined SLA/TAT, UATs, Appellate management, TRAI and DOT compliances which includes audits
- W-com and Escalation Desk Management: Managed W-Com (written communication) department
- 121 care via email
- Preventing customer escalations due to delayed response or non-resolution of issue
- Managed Nodal /Appellate Desk and Handling high level Chairman Escalations for Mumbai circle
- Ensuring timely response, quality resolution and close looping of customer complaints within TAT
- Carrying out Root Cause Analysis to find out the reasons for customer pain and suggesting process correction/improvements and sharing the same with higher management
- Inbound/Outbound Profile: Managed Customer Life Cycle Management process in IMO
- Outbound Process like Welcome call, First Bill Explanation, UMR
- Managed Inbound Process like Retailer/Dealer Helpline
- Reviewing Business Partner on Call Center performance
- Giving monthly forecast to Service Partner, in discussion with the corporate team, Forecasting accuracy to be maintained between 90% - 110%
- IVR automation, doing necessary modification for maximum utilization
- AHT , CPS , Repeat Call and forecasting being the 4 parameters which need to be controlled
- To run ICE No programs, to evaluate and analyze the reasons for customer dissatisfaction
- The major part of profile includes continuous RnD and RCAs to reduce the calls per sub, repeat calls and complaints per subs through deploying various automations, process/system corrections and technical solutions.
Team Leader Revenue Assurance
WIPRO BPO Ltd Pune (British Telecom)
Pune
- Revenue Assurance Supervisor for British Telecom’s Revenue Assurance Team based in Leavesdan, United Kingdom
- Managing four processes of BT-IPN namely Call Usage, Excess Charges, Unified Discount Scheme and CCRM (Change Control Revenue Management) in software Remedy, Geneva
- Ensuring zero revenue leakage and complete cost billing
- Maintaining Performance Dashboard and giving presentation on summary of work on weekly and monthly basis to Client and Wipro Management
- Monitoring and reviewing the performance of team members to ensure efficiency in billing operations and meeting individual and team targets.
Billing Executive
BHARTI TELE VENTURE LTD
Bhopal
- Working in Kenan Arbor Software OM (Order Management) & BP (Billing Platform) for SI Creation, Updation, Migration and Cancellation related activities
- Handling Billing complaints of customer and Retention agents of MP & CG circle
- Highlighting concern areas and giving insight on billing issue to Billing & Finance dept
- Auditing waivers and visiting circle office for audit on CAF/Billing and Waiver process
- Bill Rectification and Recalculation in case of any error or dispute from Subscriber
- Managing CMS Desk and Pilot no
- For Online Billing queries and complaint of Airtel Landline customer.
Assistant Purchase Manager
GEI Industries Limited
Bhopal
- Managing Raw Material requirement of production and factory store
- Generating Enquiry, Quotation evaluation and placing final order
- Price negotiation and ensuring timely delivery of material.
Education
Masters of Business Administration -
Punjab Technical University
Masters of Economics - undefined
Hamidia College, Barkatullah University
Bachelor of Management - undefined
B.S.S.S College, Barkatullah University
Two years Diploma in Global Sales & Marketing (GNIS) - undefined
National Institute of Sales (NIS) Spatra
Skills
Customer Satisfaction - Service Excellence – Relationship Development
Strategic Planning - Process Improvement - Cost Reduction strategies
Key Account Management- Channel Management - Team Management
Billing and Collection – Revenue Assurances – Customer Retention – Data analytics
Custom
Written and spoken English, Hindi, Malayalam
Personal Information
- Date of birth: 10/22/81
- Nationality: Indian
- Marital status: Married
Affiliations
- Chess and Reading
Languages
Hindi, Malayalam
NATIVE LANGUAGE
English
Advanced
A1
Timeline
Customer Service Head
HATHWAY Cable & Datacom Ltd
Project Manager
UNITED Engineering Industries Pvt. LTD
Manager in Customer Service
Bharti Airtel Limited
Assistant Manager in Customer Service Mobility and Fixed line business
TATA TELESERVICES (Maharashtra) LIMITED
Team Leader Revenue Assurance
WIPRO BPO Ltd Pune (British Telecom)
Billing Executive
BHARTI TELE VENTURE LTD
Assistant Purchase Manager
GEI Industries Limited
Masters of Economics - undefined
Hamidia College, Barkatullah University
Bachelor of Management - undefined
B.S.S.S College, Barkatullah University
Two years Diploma in Global Sales & Marketing (GNIS) - undefined
National Institute of Sales (NIS) Spatra
Masters of Business Administration -
Punjab Technical University
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