Mayank Shrivastava
Customer Service Specialist | Experience Management-NPS | Digital Transformation | process Designing & Re-engineering | KYC & Regulatory compliances | CLCM | Consumer Research & Insights | Billing & Collection
- Role
- Vice President & Head Prepaid Process & Delivery Corporate Office at Vodafone Idea Limited
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
About Mayank Shrivastava
Customer Service Specialist with a rich blend of strategic thinking, operational excellence, & people connect to deliver high standards of digital and effortless service experience to customers and thereby enhance organizational performance. A dedicated professional with 26 years of experience in telecom with 17 years in leadership roles in Customer Service Operations. Worked with prominent organizations such as RPG Cellcom, Idea Cellular, Tata Teleservices, Reliance Infocom & Vodafone IdeaExperience Summary Spearheaded large scale national level projects such as Number portability, New circle rollouts, Process outsourcing, Partner transitions etcExtensive exposure & understanding to both strategic and intensely operating environment Expertise in transforming customer service operations by crafting efficient, agile and future-ready structures, process & systems to provide excellent service experience & also delivery significant synergy cost advantagesDriving digital experience by transforming assisted journeys on to digital platforms such as Servicing App, Humanoid BoT, Dynamic IVR and other GenAI solutions to deliver effortless experience with minimum cost of service Expert in process designing, automation & reengineering to keep evolving to meet growing needs and expectation of customer across generationsMonitoring and enhancing efficiencies of CRM & other OSS to delivery effortless experience to customersEnsuring compliance to all regulatory guidelines and licensing conditions such as KYC norms, Meeting and billing and QoS etcImplementing segmented strategies & Usage & Retention initiatives to control churn to contribute to subscriber net additions and thereby revenue Optimizing operational efficiency & profitability of service touch points such as call centres and service storesSkilled in billing & collection operations so as to have minimum bad debtDesigning and leveraging consumer insights for informed decision-making. Driven NPS for the organisations through cross functional initiatives
Experience
Vice President & Head Prepaid Process & Delivery Corporate Office
Oct 2022 — Present · Mumbai, IN
Process designing and re-engineering for prepaid segment, process automation and digitization, CRM management, system development and enhancements, customer on boarding process management and digitization, compliance to subscriber verification guidelines, driving retention and other base management initiatives and eventually making the customer experience effortless!
Education
Indian Institute of Management, Indore
PGCBM, Business Administration and Management, General
2011 — 2012
Asia Pacific Institute Of Management
PGDBM, Business Administration and Management, General
Narsee Monjee Institute of Management Studies (NMIMS) Navi Mumbai
Advanced Certificate Program in Digital Marketing, Digital Communication and Media/Multimedia
2018 — 2019
Skills
- Crm
- Vas
- Customer Lifecycle Management
- Consumer Insights
- Project Management
- Telecommunications
- Telecom Regulatory
- Service Centre Operations
- Vendor Management
- Service Delivery
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