Neelam Sachade

About Neelam Sachade

A professional with persistent zeal to acquire diverse facets of telecom which kept progressing from various business roles in Customer Service to enriched Marketing Experience. A known go getter & passionate leader who takes up new challenges & brings in positive shift in business through perseverance & determination. The biggest strength is cross functional experience that empowers to comprehend both Revenue & Service which further enables to take realistic & balanced decisions. Exceptional performance is well reconginzed through leading & delivering high standard results on vital projects like Black Belt in introducing Digital platorms and journeys and thereby reducing contact centre cost, Green Belt Project in smashing customer pains (complaints & escalations) through automation and empowerments, Designing preffered communication for better customer engagement, Increase in Lead to Activation through focus on preferential calling.My personal strengths are quick and consistent learner, adaptive to change, high on large team management, partner management, collaborative approach & strategic thinking.Work Synopsis20+ years’ telecom experience in 2 vital functions - Customer Service & Marketing.Key Expertise Customer Service - Managed B2C + B2B + Broadband business in Telecom Expertise in Contact Centre - Social Media, Digital, Inbound, Outbound & Complaints. Managed Acquisition, Engagement, Retention. & Churn, Collection & Bad Debts Managed Customer Experience through Indepth understanding of customer VoC, process correction, customer insights mangement through Net Promoter Score. Building people capabilities through effective trainings.and Audits at touchpoints like Retail stores and Contact Centre. Driving Annual Operating Plans.Marketing - Managed Revenue & Subscriber growth for Prepaid and Postpaid.Managed Prepaid Recharges & Segmented offers Managed Marcom activities to increase visibility.

Experience

1. Customer Service Head

   airtel

   Sep 2023 — Present · Maharashtra, IN

   Head Customer Services - Maharashtra & Goa for Mobility(B2C), Enterprise (B2B), Broadband(BB) & DTH.MobilityHeading Customer Sevices for Mobility (B2C) for both Prepaid and Postpaid Line of Businesses Leading Customer Sevices for entire Customer Life Cycle which has journeys of Acquisition, Contact Centre Management,Dispute and Complaints Handling, CAF Documentation and Warehouse, Audits,Communication, UAT Churn and Retentions Management, Collections and Bad Debts.Broadband FTTH + FWAHeading Customer Services for Broadband.Customer for Pune + Rest of Maharashtra. Managing Local Partners for Maharashtra. Leading entire Customer life cycle through Acquistion, Interactions, SLAs, Churn Collections and Bad Debts for both urban and rural geographiesB2B Heading Customer Service for Enterprise (B2B) Portfolio for Voice, Fixed Line and Data Business Leading Customer Services for entire B2B customer life cycle managemnt. This include Activation, Delivery of links through defined SLA, Monitoring link performance on SLA and uptimes, Manging Order to liquidation, Managing Churn Collections and Bad Debts.Leading B2B Mobility Businesses of HIgh Value Customers COCP and COIP customers. Lead Managing Acquistion, Churn and Collection.DTH Lead Managing Customer Experience, Interactions & Services for DTH businessAchievements : Reconginzed for enhanced Broadband Customer Experience by driving Delivery Efficiency

Education

• University of Mumbai

  Bachelor of Commerce - BCom

• Symbiosis Institute of Management Studies

  Master of Business Administration - MBA, Customer Relation Management

  2009 — 2011