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Alok Kumar Shrivastava

Alok Kumar Shrivastava has over 10 years of experience in customer service roles in the telecom industry. He currently works as an Assistant Manager for Vodafone in Gaya, where he manages a portfolio of 3,000 postpaid customers. Previously he held roles at Aegis Ltd and Call 2 Connect managing large customer service teams.

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27 views

Alok Kumar Shrivastava

Alok Kumar Shrivastava has over 10 years of experience in customer service roles in the telecom industry. He currently works as an Assistant Manager for Vodafone in Gaya, where he manages a portfolio of 3,000 postpaid customers. Previously he held roles at Aegis Ltd and Call 2 Connect managing large customer service teams.

Uploaded by

sanket
Copyright
© © All Rights Reserved
Available Formats
Download as DOC, PDF, TXT or read online on Scribd
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ALOK KUMAR SHRIVASTAVA

S/o G.N.LAL
B-50/126, M.G Nagar,
K. Bagh, patna 800026
Mobile: 9709018256
[email protected]
[email protected]

SUMMARY OF EXPERIENCE
Last 10 Year of Experience in Customer Services, Telecom, sourcing & commercial operations
Currently employed as Assistant Manager, Vodafone Mobile Services, Now based at Gaya

EMPLOYMENT HISTORY

Assistant Manager, (R&R Lead)


December 2014 till Date
Location: Gaya
Looking after the 3000 postpaid base of Gaya zone including 72 accounts
Responsible for customer engagement program in remote and urban area of zone
Managing the lowest churn across the circle

Senior Executive, (Retail Quality)


December 2010 till Dec14
Location: Ranchi

Retail Quality:-

Looking after the 400 retail touch points on Service & Ambience Quality parameter of B&J circle
To identify and implement Quality Improvement Projects.
Introduced ready reckoner for the CCE to refer during the interaction
SMS mechanism created to report ambience gap
Feedback and quality sessions conducted regularly across 6 zone of Bihar and Jharkhand
Monthly 12% visit to the retail touch points every month to sanitize the process
Assistant Manager, (DHL), Cogent e-services
November2010 December2010

Dealer help line--


Managing Customer Care with 650 customer care executive catering Bihar and Jharkhand out of 225
was in my alignment.
Responsible for daily AL/SL
Set up done for all north India process

Assistant Manager, (121 customer care) Aegis Ltd.


November 2009 May2010
Location: Bihar & Jharkhand

Customer Care:--
Managing Customer Care with 650 customer care executive catering Bihar and Jharkhand out of 225
was in my alignment.
Responsible for daily AL/SL
Responsible for agent motivation & delight initiatives by introducing contest, coaching & counseling
team, R&R conducted to maintain overall high morale & productivity
Adherence to given processes, and improvement through periodic review mechanism
To ensure seamless service delivery of processes to the customers based on SLA
Develop pro-active controls and measures so as to ensure uninterrupted service delivery to the
customers.
To identify and implement Quality Improvement Projects.

Senior Team Leader, (Retailer Help Desk / Outbound) Call 2 Connect (I) Pvt. Ltd.
May 2006 Nov 2009
LOCATION: UPU & BIHAR
Retailer Help Desk:--

Key Result Areas:


Managed Dealer Help line, with the Team of 180 calls center officers catering UP West / Bihar
customer and Retailers/Dealers.
Consistently Delivering the Service level of >90%, OCR : 98% , ICE -90%, Repeat <5%
Daily MIS and Regular customer feedback analysis to generate meaningful statistics to aid the
management decision making process.
Evaluate & Monitor resource workload and ensure the quality of deliverables.
Delivering resolution to escalated cases through extended empowerment after Customer profile
evaluation.
Develop and maintain processes and methodologies for leveraging best practices and
implementing continuous improvement.
Conducting audits through external agencies for call center, validating the audits and sharing the
feedbacks/observation with tele callers / team leaders.
Coordinating efforts for increasing the up selling activities at both inbound & outbound voice
channels by the introducing Rewards & Recognition (R&R) among the teams.
Coordination with the local & central IT & technical helpdesks for up - keep of the system-
infrastructure & software testing for symposium, Nortel & other CRM supports. IVR (Interactive
Voice Response) testing for call-routing facilitation at inbound voice channels.
CSAT Responsibilities: Drill down analysis of CTI (Customer Transaction Index), PI (Process
Index), CRA (Customer Relationship Assessment) data, preparing action plans, ensuring
execution & implementation of action plans, Reviewing the timely progress & impacts & thereby
suggesting the needful alterations at various ends to attain the budgeted CSMM (Customer
Satisfaction Measurement Matrix) targets.

ACHIEVEMENTS:
Consistently achieved High Scores of Customer Satisfaction for Prepaid process
Ranked No 1 team in pan India for CTA scores (postpaid Segment) first time for UPU Circle.
Constantly delivering the repeat less than 5% from last six months.
.
OUTBOUND:--

Managing OUTBOUND and with the Team of 45 call center officers catering UP West customer
Managing over 20 different activities in outbound.
To ensure seamless service delivery of processes to the customers based on RPC.

Academic Qualifications:-
B.Com in 1995.

Personal Details:-

Fathers Name: - Shri G.N. Lal


Date of Birth: - 28th October 1975
Marital Status: - Married

Date
Place Alok Shrivastava

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