# INDRAJEET PAL - Customer Service Leader Source: https://hello.cv/indrajeetpal Greater Noida ## Links - LinkedIn | https://www.linkedin.com/in/indrajeet-pal-12534123 - Email ## About Highly accomplished Customer Experience (CX) leader with over 15 years of progressive experience, specializing in driving B2C customer retention and NPS improvements across broadband and service operations. Expertly leverages data-driven insights and cross-functional leadership to optimize processes, enhance customer satisfaction, and strategically reduce churn. Proven ability to lead high-performing teams and implement impactful customer lifecycle and compliance initiatives. ## Work ### Customer Service Operations and Compliance | Tata Play Fiber Leading customer service operations and compliance for a fiber broadband provider, overseeing strategic initiatives to enhance customer experience and operational efficiency. - Led data-driven initiatives to optimize the customer life cycle, delivering actionable insights and strategic recommendations that improved customer satisfaction and retention. - Managed end-to-end customer onboarding for Mobility/FTTH services, ensuring smooth activation and a seamless customer experience. - Executed high-impact projects focused on improving customer retention, satisfaction, and journey mapping, resulting in enhanced customer loyalty. - Identified and implemented critical process corrections based on deep analysis of customer behavior and feedback loops, significantly improving operational workflows. - Managed and mentored a team of over 100 members across operations, support, and escalation units, fostering high performance and talent development. - Oversaw end-to-end social media support operations, ensuring consistent brand voice and prompt customer resolutions, enhancing public perception and engagement. - Directed the resolution of high-level customer escalations and appellate cases, working cross-functionally to ensure timely, fair outcomes and mitigate risks. - Established escalation protocols and improved resolution times through root cause analysis, reducing resolution duration and enhancing customer trust. - Oversaw timely and accurate regulatory reporting in alignment with industry standards, ensuring full compliance and mitigating potential penalties. - Collaborated with cross-functional teams to address compliance gaps and implement control measures, strengthening internal controls and operational integrity. ### Enterprise Channel Sales Manager | Jio Managed enterprise channel sales for a telecommunications company, driving business growth and ensuring partner compliance. - Managed and motivated 15 channel partners and their Direct Sales Teams (DST) to drive significant business growth and market penetration. - Conducted regular gate meetings at channel partner offices to engage with DST teams, fostering strong relationships and performance alignment. - Published monthly partner payouts for transparency, enhancing trust and operational efficiency within the partner network. - Designed incentives tailored to different channel classifications, boosting partner performance and achieving sales targets. - Oversaw the channel onboarding process, ensuring compliance and governance for all new partners, streamlining operations. ### Territory Service Manager | Airtel Digital TV-DTH Managed digital television service operations across a territory, focusing on distributor relations, service quality, and churn reduction. - Managed relationships and performance of distributors and retailers, enhancing network effectiveness and market reach. - Ensured adherence to service SLAs and customer satisfaction norms, maintaining high standards of service delivery and client loyalty. - Tracked Service Requests to ensure timely closure, improving resolution efficiency and customer experience. - Implemented asset recovery procedures from inactive partners, minimizing losses and optimizing resource utilization. - Designed retention campaigns and used data-driven insights to reduce churn, significantly improving customer loyalty and subscriber base. ### Key Account Manager | OYO Managed key accounts for a hospitality company, focusing on target achievement and customer satisfaction. - Managed overall target achievement and led a team of Demand Managers, consistently exceeding sales goals. - Conducted weekly reviews to assess targets vs. achievements, driving accountability and performance improvements. - Enhanced customer satisfaction through team training and development, resulting in improved service delivery and client loyalty. - Secured high-value accounts through consultative selling, expanding the client portfolio and revenue streams. ### Zonal Customer Service | Vodafone Managed customer service operations for a telecommunication company, focusing on churn reduction and service delivery. - Managed churn rates and aligned field and service teams, contributing to improved customer retention. - Oversaw service and proactive support for enterprise accounts, ensuring high satisfaction among key business clients. - Analyzed customer VOCs and conducted quality audits, identifying areas for improvement and driving service enhancements. - Executed key circle projects to enhance service delivery, improving operational efficiency and customer experience. ### Retention and Relations | Vodafone Mobile Services Managed postpaid customer retention and engagement strategies for a telecommunication services company. - Managed postpaid customers and drove retention strategies, successfully reducing churn rates and enhancing customer loyalty. - Led a team to execute customer engagement programs, increasing customer satisfaction and service adoption. - Oversaw a smooth customer exit process, ensuring a positive experience even during service termination. - Focused on churn management for high-value customer segments, implementing targeted strategies to retain key clients. ### Relations | Vodafone Spacetel Limited Managed customer relations and engagement initiatives for a telecommunication services company. - Onboarded corporate and individual customers, ensuring a seamless and positive initial experience. - Organized events for clients and drove engagement programs, fostering strong relationships and brand loyalty. - Successfully managed client relationships, leading to high levels of customer satisfaction and retention. - Monitored customer issues proactively for quick resolution, minimizing escalations and improving service efficiency. ### Associate (Team Leader) | Vodafone Spacetel Ltd Led a team within a telecommunication services company, ensuring operational efficiency and customer satisfaction. - Supervised and guided a team to achieve daily operational targets, ensuring high productivity and quality service. - Facilitated training and development for team members, enhancing their skills and performance. - Addressed and resolved complex customer inquiries and issues, improving overall customer satisfaction. - Implemented process improvements to streamline workflows and reduce operational bottlenecks. ### Retail Sales Officer | Videocon D2h Managed retail sales operations for a television service provider, driving sales and customer acquisition. - Achieved sales targets by effectively promoting digital television services to retail customers. - Provided excellent customer service and product demonstrations, enhancing customer understanding and satisfaction. - Managed inventory and sales records, ensuring accurate reporting and efficient stock management. - Developed and maintained relationships with retail partners, contributing to increased sales volume. ### Senior Technical Associate | Wipro BPO Provided technical support and solutions in a business process outsourcing environment. - Provided advanced technical support to resolve complex customer issues, ensuring high resolution rates. - Utilized diagnostic tools and procedures to troubleshoot technical problems efficiently. - Maintained detailed records of customer interactions and technical solutions, contributing to knowledge base improvements. - Collaborated with cross-functional teams to escalate and resolve persistent technical challenges. ## Education ### Ravenshaw University | Master of Arts ## Languages - English - Hindi - Oriya ## Certificates ### Diploma in Software Engineer GNIIT GNIIT ### Power BI Basics ### Chat GPT Basics ## Skills ### Service Operations ### Data Insights ### MS Office ### Power BI Basics ### Chat GPT Basic ### Customer Retention ### Team Leadership ### Process Improvement ### NPS Management ### Data Analysis ### Customer Experience (CX) ### Strategic Planning ### Stakeholder Management ### Regulatory Compliance ### Social Media Management ### Escalation Management ### Channel Partner Management ### Sales Management ### SLA Management ### Churn Management ### Project Management ### Consultative Selling ## Interests ### Music & Travel ## Projects ### Service Optimization Projects A series of projects aimed at optimizing service operations and enhancing customer experience. ## Source Read this profile on Hello.cv: https://hello.cv/indrajeetpal Create your free profile at https://hello.cv