Uttam B.

 PORTFOLIO MANAGED o Geography – Assam and Other 6 North Eastern States o Nos of Companies/ Accounts – 900+ (Highest to be handled by any RM in the company) o Revenue Managed – INR 1 Million (Highest to be handled by any RM in the North East) o Customer Base - 18000 (Highest to be handled by any RM in the North East) o Type Companies – Governments & PSUs, Listed Companies, Banks, Armed Forces, Hospitals etc.  ACCOUNT MANAGEMENT o Coordinate with clients to understand and utilize appropriate client operations o Resolve escalations of clients for service/support (third level point of escalation) o Manage escalation based on key factors such as severity of issue, client sensitivity, users and revenue impact o Maintain client service level objective reporting (i.e. Premium Service Support program), Operational Agreement & Service Level Guidelines documentation Enterprise, and reporting reviews o Actively participate in future sales opportunities by ensuring client expectations align with deliverables and support processes are properly documented and communicated to the client o Manage customized client support requests and work with internal teams to determine feasibility of offering additional services o Gain thorough understanding of escalation procedures and execute as necessary  CHURN MANAGEMENT o Monitoring churn trend to eliminate possibilities customer decay o Addressing churn threats and convincing the corporates to stay by addressing the pain areas which include networks, tariff pricing, services etc o Visiting remotest parts of North East to address issues which raised churn request from the clients  REVENUE AND BAD DEBT (BD) o Managing revenue to ensure that there is no fall in the average revenue due to churn or plan changes o Introducing the corporates with various value added services which enables the company to get additional revenue from the corporates. These additional services included GPRS, 3G, Vehicle Tracking, Fleet Management, SMS add-ons, BlackBerry services etc o Ensure BD collection by addressing issues by the customers which has led to BD (90+ bucket) o Following up with the customers for timely payment in first 3 buckets i.e. 0-30, 30-60 and 60-90 o Following up with the customers who have been Permanently Disconnected (PD) but did not pay  NATIONAL ACCOUNTS o Companies which were headquartered outside North East but had operations in North East were under me. The responsibility included  Coordinating with company coordinators in different states  Coordinating with other team members in different states and address the requirements of the customers As Business Analyst for Fixed Line Division Key Responsibilities  Collate the information sent by various vertical heads across India  Understand the information collated and prepare excel sheets with logical justification for the spikes and drops  The excel information once validated by the senior management, a presentations is being prepared  This presentation is being show to the top most management to make business decesions