Riaz Motiwala

WORK HISTORY

EDUCATION

SKILLS

ABOUT RIAZ MOTIWALA

I carry total experience of around 20 years, out of which around 15 years is in Customer Service and Support areas in Telecommunications.Presently associated with Bharti Airtel Ltd,as Head – Customer Service. Expertise in analyzing market trends to provide critical inputs & formulating and implementing various Servicing, Retentions, Loyalty strategies. Possess accomplished qualifications in capturing market opportunities for accelerating Customer services, and activities to increase revenues thru Upselling Operations.Exceptional work ethic, routinely use available time to solve organizational problems, ability in multi-tasking and timely completion of all assignments. Heading Customer Service and Retention operations ensuring customer satisfaction and loyalty retention. Develop and deploy policies and processes guidelines to Forecast retention levels (postpaid and prepaid churn). Recommend approaches (such as studies) to diagnose causes for churn. Devise strategies & programs to reduce churn in consultation with Marketing. Define the process for serving the customer in the first 90 days. i.e. induction, education etc. of customers Decide the communication plan: target base, pitch, media, script and schedule etc, in collaboration with the marketing. Conducting market surveys to analyze competitors’ situation, products, products advantage/disadvantage and competitiveness. Prepaid service Strategy specifically for Rural /Emerging Markets.Specialties: i. Customer operations management.ii. collections and Bad Debt Retentions and churn.