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Esplora
Fiverr Pro
Italiano
$
USD
Hemender S
@hemender_care
Manager Customer Experience
India
Inglese, Hindi
Chi sono
I am a dynamic Customer Retention & Collection Expert with over 9 years of experience. I excel at managing teams, driving efficiency, and enhancing customer service in the telecommunications sector. I have a proven track record in reducing churn and increasing upselling opportunities.
Competenze
Hemender S
offline •
Tempo di risposta medio: 1 ora
Consulta i miei servizi
Assistenza clienti
I will handle your customer support chat and email professionally
Esperienza lavorativa
Manager Customer Experience
Vodafone • Full time
Aug 2021 - Jan 2025 • 3 yrs 5 mos
Circle Receivables Management: Oversee receivables for the B2C portfolio, ensuring effective bad debt minimization and maintaining cash flow within target limits. Customer Retention & Experience Enhancement: Drive initiatives to improve customer experience through proactive complaint resolution, addressing service issues, and ensuring customer satisfaction at every touchpoint. Team Leadership & Productivity Management: Lead a team of 10 in the Retention Agency and 16 in the Collection Agency, ensuring high productivity, operational efficiency, and performance in line with business objectives. Revenue Enhancement & Churn Control: Implement strategies to reduce churn, control upselling, and enhance revenue streams through effective customer lifecycle management processes. Business KPIs Achievement: Monitor and ensure the achievement of business KPIs, including volume and churn reduction, MNP retention, and achieving monthly and quarterly targets in collaboration with Circle and Zonal teams. Digitalization & Process Automation: Drive new initiatives for process automation and the digitization of services, ensuring continuous innovation and improved service delivery
