Neha Kumari

About Neha Kumari

Customer service leader with 6+ years of experience driving operations, complaint resolution and retention across telecom and energy sectors. Experienced in owning cross‑channel complaint closure (app/portal, TRAI, appeals, social media, call centre, partner channels), managing call centre flows and SLAs, and using data/ SQL-driven insights to reduce churn and improve process quality.Expertise in execution, operations management, planning processes, Process Improvement, cross functional process, Audit. Skilled in handling overall territory operations, implementing effective business policy & maintaining high standards of service excellence.

Experience

1. Manager- Response and Resolution

   Vodafone Idea Limited

   Apr 2025 — Present

   Own end-to-end complaint closure across all channels: app/portal, TRAI escalations, formal appeals, social media, call centre tickets, and partner inputs.• Design and manage call centre flows, escalation matrices and scripts to ensure compliance with regulatory SLAs and internal KPIs.• Coordinate with regulatory, legal and partner teams to prepare timely TRAI/appeal responses and corrective action plans.• Implement root-cause analytics using SQL and business reports to identify systemic issues and drive process improvements.• Lead quality assurance audits, ensure accurate case tagging and documentation, and maintain audit trails for escalations and appeals.• Train and coach frontline and back‑office teams on complaint handling, response quality and SLA adherence.• Deliver regular dashboards and management reports highlighting case aging, resolution TAT, FCR, CSAT and recurring issue categories.

Education

• Jamia Hamdard

  Master of Business Administration - MBA, Finance and Marketing

  2016 — 2018

• Patna University

  Bachelor of Commerce - BCom, Accounting

  2013 — 2016