Manish Jain
Astute Customer Care Expert in Telecom and Technology | Customer Success Strategist | Explorer for maiden market | Startup Enthusiast | Customer Communication for Brands & Reputation
- Role
- Gm Customer Experience at airtel
- Location
- Mumbai, IN
- LinkedIn followers
- 500 followers
About Manish Jain
I had a humble upbringing in Delhi, where I studied in a vernacular school. Like every other kid, at finishing School, I had two choices, either be a software engineer or pursue hotel management; I picked up the glamour. The sparkle of five stars always excited me until I realized I am a hospitality misfit. Getting a break at Essar Swisscom was bliss, my well-deserved turn in my career. My career journey with the ICT services industry led me to scale career heights, deliver customer service, lead startups, and improve service providers\' net promoter scores. I had successful innings with Vodafone for fourteen years in four circles. Airtel fueled my passion for customer experience and their life cycle management. Solving problems is my elixir. I have prevented many customer exits, reduced the need to call, onboarding frauds in new activations, ISD fraud, or upwelling through CC challenges with workable strategies by saving heavy business losses. I intend to channel my competence and wisdom into a futuristic telecom-allied venture to help them retain business and grow at a speed their competition would envy! Connect to know my Success Secrets.
Experience
Gm Customer Experience
Nov 2017 — Present · Mumbai, IN
India\'s largest ICT services venture with a $15 Billion listed company servicing 1200 Global Enterprises & 350 Million people Drive customer experience for B2B & B2C Mobility Segment including Mobility & . End to End customer in Mobility & Airtel Home Broadband. Lead customer & , TERM compliances, Service experience across touchpoints - Call Centre/ App/Exclusive Retail Stores/ Relationship Managers, Churn, Collections, and Bad Debt management. Process revisits and fault corrections thru structural fixes & Digital Journey corrections to enhance the experience and. I have ensured being relevant to Customers and Business through Automation and Journey corrections, cost optimization, and leaner teams. Support the Sales team on the ground with real-time activation-related issues to give them an edge. Close monitoring of Activation TATs, errors, and rejection coordination reduce the same through retailer education and prompt actions. Key Accomplishments Substantial reduction in Churn by 28%, by 67% and operational cost savings of 99% on revenue portfolio of more than 700 Cr. The portfolio includes Mobility & Home Broadband ( appx base of 10 Mn+). Lead Enterprise Service Vertical including Link deliveries, fault management, and Client relationships
Education
Pondicherry University
Post Graduate Diploma , Human Resources Management/Personnel Administration, General
University of Delhi
Bachelor of Arts - BA, Business/Managerial Economics
Institute of Hotel Management - Pusa (New Delhi)
Diploma in Hotel Management, Hotel, Motel, and Restaurant Management
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