Girish Holla

About Girish Holla

Result-oriented Professional with rich experience of nearly 27 years in multiple phases of Customer Service Operations, Strategic Business Planning and Corporate OperationsExpertise in leading telecommunication services, CX strategy & transformation, transition & change management, partner management and performance management C-Suite Level Management Executive with exemplary performance in driving business growth, customer experience, relations & retention and churn controlEnhanced organizational reach & market share by implementing the unconventional business strategySpearheaded the overhaul of customer segmentation, customer servicing and communications strategies that helped the brand to connect more emotively to consumers and increase loyalty Team-based management style coupled with the zeal to motivate peak individual performances with exceptional leadership skillsConsistently grown across the hierarchy, successfully delivered at senior to top-level positions by making high-stake decisions using experience-backed judgment, strong work-ethic and irreproachable integritySkill Set- Customer Service Operations - Customer Retention & Acquisition- Customer Lifecycle Management - Business Turnaround Management- Profit Centre Management- Strategic Market Positioning- Budgeting & Forecasting- Vendor Management- Team Building & Leadership

Experience

1. Vice President and Head of Customer Service

   Vodafone Idea Limited

   Sep 2018 — Present · Pune, IN

   Directing end-to-end customer service operations for differentiated customer experience with attention to customer comments and feedback and translating customer’s business requirements into actionsDeveloping and implementing processes that positively influence key business metrics and are customer friendly to significantly reduce customer churnDevising customer perspective for life cycle management activities, to protect, nurture and enhance the customer baseFormulating the architecture for standardized processes and leveraging digital solutions for best in class customer experienceLeveraging digital solutions and benchmarking market practices to maintain & increase customer stickiness; assuring post-sale customers life cycle management & relationship build out of all customersDevising strategies to ensure smooth business operations, attainment of top-line/ bottom-line profitability and improvement of CSI scoresManaging customer centricity with projects on end-to-end process correction, processes for front line issue escalation & resolution and establishing VOC/Cross Functional Team for process correctionsCollaborating with Business Leaders to understand strategic business objectives and formulating development strategies to meet current & future growth requirementsFormulating and implementing yearly strategies to ensure attainment of customer goals and profitable sell-throughReviewing the processes, streamlining systems, promoting reliability, increasing simplicity and enabling scalable growth through alignment of organizational processes, systems & culture