rajesh sonar1 (2)
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Rajesh Sonar has over 18 years of experience in customer service roles in the telecom industry. He has a proven track record of managing customer care, service delivery, and complaint resolution for various companies. His most recent role was at Uninor as Head of Prepaid Service Compliance and CAF Management, where he was responsible for vendor management, meeting KPIs, and improving customer satisfaction.
![Tata Tele service Ltd (Karnataka Circle office, Bangalore)
Since Nov 2009 – Jul 2010
Head of Service Compliance - CSD (Customer Service Delivery)
____________________________________________________________
Tata Teleservices Limited (TTSL) (BSE: 532371) is an Indian broadband and telecommunications service
provider based in Mumbai, Maharashtra, India. It is a subsidiary of the Tata Group, an Indian conglomerate.
It operates under the brand name Tata DoCoMo in various telecom circles of India.
In November 2008, Japanese telecom giant NTT Docomo picked up a 26 per cent equity stake in Tata
Docomo, a subsidiary of Tata Teleservices, for about INR130.7 billion (US$2.1 billion) or an enterprise value
of INR502.69 billion (US$7.9 billion).[4] NTT DOCOMO announced on 25 April 2014 that they are going to
sell 100% of their shares in Tata DOCOMO to Tata Teleservices and exit Indian Telecom.
Significant Achievements:
Function :- Customer Service Delivery (CSD)
Vertical :- Customer Interaction Group ( CIG )Since 12th Nov’09 to 22nd July’10.
Team Size : 7 Inbound 35 Out Bound
Head of Service Compliance and Complaint Management for Postpaid, Prepaid and PCO Business lines.
Achievements:
Closed the year with the highest SLA in the month of Mar’10 98%.
Key role in reducing repeat and Complaint Per Subscriber (CPS)
Streamlining the refund process
Responsibilities:
Vendor Management, Reduction of Complaints
Ensuring that KPIs are sustained at the target level and improved further.
Service Level Agreement, First Time Resolution Rate, Repeat complaints %, Calls Per Subscriber
Quality Resolution Score, Preparation of daily, weekly and monthly dashboards and MIS.
Managing circle in-house team for timely complaint closure
Idea Cellular Ltd (Andhra Pradesh Circle , Circle office, Hyderabad,)
Since Apr 2001 – Nov 2009
Head of Service Compliance (Resolution)
Idea Cellular limited formerly was known as Tata Cellular limited in AP is one of the largest GSM Cell phone
service providers comprising of 3 major industrial groups namely Birla Tata and AT&T, Idea is an
Indian mobile network operator based in Mumbai, India. Idea is a pan-India integrated GSM operator
offering 2G and 3G services, and has its own NLD and ILD operations, and ISP license. With revenue in
excess of $4 billion; revenue market share of nearly 15%; and subscriber base of over 142 million in FY
2014, Idea is India’s third largest mobile operator. Idea ranks among the top 10 country operators in the
world with a traffic of over 1.5 billion minutes a day.
Function :-Service Delivery and Quality ( SDQ )
Role 3 -Vertical :- Contact CenterSince Jul ‘07 to 6th Nov ‘09.
Head of Service Compliance (Resolution)
Resolution Team Size : 33 Inbound](https://image.slidesharecdn.com/495bd862-c1f5-4571-8821-b920e8ef927b-150730045645-lva1-app6891/85/rajesh-sonar1-2-3-320.jpg)
rajesh sonar1 (2)
- 1. Rajesh Sonar Email:rajesh.sonar103332@gmail.comPhone: (M) +91 9848002374 / 7385472741 R Hno 19, Sai Samarth Society, Kala Nagar, Dindori Road, Mashrul, Nashik, Maharashtra – 422 003. A skilled Professional with 18+performance driven successful years having Strong Communication & Managerial Skills. Excellent Computer Skills and specialized in Customer Care / Customer Service / Client Relations / Client Service / Call centre / BPO (Voice/Non-Voice Process).Strong Team Player with 9 years of Experience in one of the Leading Telecom sectors across the Nation. Overall 14 years of experience in various Telecom Industry. Service-oriented. Motivated to work efficiently without direct supervision in busy environment. Flexible to changing priorities. Learn new skills rapidly. Strong interpersonal skills and a team player. Interact positively with a wide range of people; considerate, compassionate and accepting. Understand and carefully follow instructions. Pay strict attention to set standards and guidelines. Gather information before making decisions. Accept responsibility for accuracy of work. Recognized throughout longstanding career ability to ….while overseeing multifaceted office administration procedure drive systematic Organizational and People strategy management, Team management. & Analytical skills. Experience spread across Telecom Industry. Have worked with companies like Aptech Computer Education, Indus Networks Ltd, Idea Cellular Ltd, Tata Tele service Ltd, Telewings Communication Pvt. Ltd. Known as Uninor Insightful Exposure Proven track record of14+ years of experience in the areas ofCustomer Care /Customer Service / ClientRelations / Client Service / Call centre / BPO, Inbound, Outbound (Voice/Non-Voice based Process). Currentlywas associated with Uninor as Prepaid Contact Center SPOC & Backend Channel support and CAF management. Expert in Taking Escalation calls to assist clients to fix their queries/issues. Exceptional performer in First Call Resolution to increase the Customer Satisfaction level. Strong analytical,interpersonal & organisational skills and proven abilities in team management in Leadership role. PROFESSIONAL FRONT Team builder, Problem solver, result-oriented and highly organized with strong business acumen. Demonstrated leadership in development and implementation of new operational policies and procedures. Good interpersonal, leadership and analytical skills. Exceptional communication and presentation skills. Self motivated and self disciplined. Flexible and ready to work under extreme stress and fast changing environment. Support to marketing branding for all launches. Expert in both front-end and back-end operations related to customer service. A thorough professional with a proactive attitude, capable of thinking in and out of the box, generating new design solutions and ideas. A pleasing personality, enthusiastic team player, integrates quickly and easily into strong team environments. I hold a valid passport. Telecom Customer Service SPA Audit Operations Service Delivery Pre-paid/Post-paid Compliance
- 2. CAREER TRACKER_______________________________________________________________ Telewings Communication Pvt. Ltd. Known as Uninor (Andhra Pradesh Circle, Hyderabad) SinceSep 2010 – Till Oct 2014 Customer Service Delivery (CSD) Telewings Communications (operating under the brand name Uninor), is an Indian mobile network operator based in Gurgaon, Haryana, India. The company is a subsidiary of Telenor Group, a telecommunications company headquartered in Oslo, Norway, and Telenor now owns 100% of the stake in Telewings Communications. Telewings offers mobile voice and data services based on the GSM technology, on 5 MHz spectrum. Uninor services are commercially available in 6 circles, covering a population footprint of 600 million people. Uninor serves more than 3 crore customers in the states of Uttar Pradesh, Uttarkhand, Bihar, Jharkhand, Maharashtra, Goa, Gujarat, Andhra Pradesh& Assam. The mobile service provider targets youth and other communities within the Indian mass market. Core Competencies: Team Size : 6 Inbound 10 Out Bound Circle SPOC for Contact Center (CC) in key deliveries Measuring self-care performance and take corrective actions in case of any outages. Timely update of product and offers details to CC. Collecting and sharing VOC from call center on a weekly basis for fixing them on time. Reduction of Calls Organizing customer engagement programs across AP stores on regular basis. Monitoring Channel Support backend operation and ensuring that KPIs are achieved as per the set target level and improved further. o Service Level Agreement o SR Quality Scores o RCA done on various Partner management Head of Prepaid Service Compliance and CAF Management: Achievements: CAF management Vendor Management prepaid CAF Agency payout Key role in closing the re-verification process for prepaid CAF Responsibilities: Vendor Management prepaid CAF, Reduction of Complaints Ensuring that KPIs are sustained at the target level and improved further. Submission of CAF’s for TERM audit Service Level Agreement, First Time Resolution Rate, Repeat complaints %. Prepaid CAF collection and storage, Preparation of daily, weekly and monthly dashboards and MIS. Managing circle in-house team for timely complaint closure
- 3. Tata Tele service Ltd (Karnataka Circle office, Bangalore) Since Nov 2009 – Jul 2010 Head of Service Compliance - CSD (Customer Service Delivery) ____________________________________________________________ Tata Teleservices Limited (TTSL) (BSE: 532371) is an Indian broadband and telecommunications service provider based in Mumbai, Maharashtra, India. It is a subsidiary of the Tata Group, an Indian conglomerate. It operates under the brand name Tata DoCoMo in various telecom circles of India. In November 2008, Japanese telecom giant NTT Docomo picked up a 26 per cent equity stake in Tata Docomo, a subsidiary of Tata Teleservices, for about INR130.7 billion (US$2.1 billion) or an enterprise value of INR502.69 billion (US$7.9 billion).[4] NTT DOCOMO announced on 25 April 2014 that they are going to sell 100% of their shares in Tata DOCOMO to Tata Teleservices and exit Indian Telecom. Significant Achievements: Function :- Customer Service Delivery (CSD) Vertical :- Customer Interaction Group ( CIG )Since 12th Nov’09 to 22nd July’10. Team Size : 7 Inbound 35 Out Bound Head of Service Compliance and Complaint Management for Postpaid, Prepaid and PCO Business lines. Achievements: Closed the year with the highest SLA in the month of Mar’10 98%. Key role in reducing repeat and Complaint Per Subscriber (CPS) Streamlining the refund process Responsibilities: Vendor Management, Reduction of Complaints Ensuring that KPIs are sustained at the target level and improved further. Service Level Agreement, First Time Resolution Rate, Repeat complaints %, Calls Per Subscriber Quality Resolution Score, Preparation of daily, weekly and monthly dashboards and MIS. Managing circle in-house team for timely complaint closure Idea Cellular Ltd (Andhra Pradesh Circle , Circle office, Hyderabad,) Since Apr 2001 – Nov 2009 Head of Service Compliance (Resolution) Idea Cellular limited formerly was known as Tata Cellular limited in AP is one of the largest GSM Cell phone service providers comprising of 3 major industrial groups namely Birla Tata and AT&T, Idea is an Indian mobile network operator based in Mumbai, India. Idea is a pan-India integrated GSM operator offering 2G and 3G services, and has its own NLD and ILD operations, and ISP license. With revenue in excess of $4 billion; revenue market share of nearly 15%; and subscriber base of over 142 million in FY 2014, Idea is India’s third largest mobile operator. Idea ranks among the top 10 country operators in the world with a traffic of over 1.5 billion minutes a day. Function :-Service Delivery and Quality ( SDQ ) Role 3 -Vertical :- Contact CenterSince Jul ‘07 to 6th Nov ‘09. Head of Service Compliance (Resolution) Resolution Team Size : 33 Inbound
- 4. Achievements: Leading the Prepaid CRM transformational Project from SDQ AP Circle. Participated in launching successful Prepaid CRM at Maharashtra Circle. Green Belt certified and was a team member for one Black & two Green Belt project. Responsibilities: Ensuring that KPIs are sustained at the target level and improved further. o Service Level Agreement o Quality Resolution Rate o Reduction in Complaint per Sub o Reduction in Repeats%, o Close Looping call backs, Preparation of dashboards and daily MIS. Ensure Implementation of Processes. Being the SDQ Automation SPOC taking care of end to end automation needs of the function, getting it developed with help of IT Team, conducting the User Acceptance Test and finally rolling it out to production. Role 2 -Vertical :- Service Provisioning and Activation (SPA) Since Jan’05 toJul’07. Team Size : 9 ( 4 On roles and 6 Off roles ) Achievements: Received 2 Spot award one for streamlining Post to prepaid process and other for handling MIS for Login-desk as additional responsibilities. Member of Customer complaint application called as Icare version 2.0 Promoted to Asst. Manager in 2006 Responsibilities: Monitoring and handling entire backend operation for postpaid and prepaid provisioning. Prepaid CAF management. Collection of CAFs, accounting of CAFs & Warehouse management. Handled postpaid CAF Vs BillingVs Switch reconciliation Handled Transfer of Ownership, splitting and clubbing of postpaid accounts. To monitor and manage team for improvising the performance. Monitoring Switch reject cases on daily basis. Re-designed few processes notes for Service provisioning activities as per the new business requirement. Preparing daily, weekly and monthly dashboard and MIS Reports pertaining to service provisioning. Role 1 -Vertical :- Credit and Risk Management (CRM) Since Apr’01 toJan’05. Achievements: Joined Idea cellular as Off role in Apr’2001 based on performances I was promoted to on rolls as Activation Officer in CRM for postpaid new activation in Dec’ 2001. In Apr 2003 based on performance I was elevated to Senior Executive (Team Lead) in Post activation team for handling postpaid service changes request for AP circle. Trained franchises on Idea Subscriber Management System (ISMS). An application through which franchises can raise new activation request as well as service provisioning requests. Responsibilities: Team member of backend operation for postpaid provisioning. 100% new CAF request to be provisioned in billing system with 0% error
- 5. Indus Networks Ltd (Hyderabad, AP) Since Nov 1999 – Nov 2000 Medical Transcriptionist Executive _____________________________________________________________________________________ Responsibilities: Use to download Voice data from the US based Doctors team size 60 members approx working in 3 shifts It was process of conversion of voice data into digital, Our job was to transcribe the US Doctor’s dictation with 100% accuracy. Handled dictation pertaining to cardiology, oncology (Cancer), allergy, plastic surgery. After transcribing the information use to upload the data back to Insurance Company & respective Doctor. Aptech Computer Education (Dhule, Maharashtra) Since Nov 1997– May 1999 Lab Cum Course In Charge _____________________________________________________________________________________ Responsibilities: In-charge of Lab at Bafna House Designed courses for batches To train Batches on various academic courses Academic Credentials___________________________________________________ Masters of Business Administration (IIBM) - Pune University(Distant Mode) Session -2009-2011 P G Diploma in HRD - IHCA, Chennai (Distant Mode) Session -2001 Bachelors of Science (BZC) - VivekVardhini Day College affiliated to Osmania University (Andhra Pradesh - Hyderabad) Session -1993-1996 Intermediate (CBSE Syllabus) - KendriyaVidyalaya School, (Amerigog, Assam - Guwahati) Session -1991-1993 Matriculation (CBSE Syllabus) - KendriyaVidyalaya School, (Avadi, Chennai - Tamilnadu) Session -1980-1990 Personal Front_______________________________________________________________ Date of Birth : 29th June 1975 Marital Status : Married Nationality : Indian Languages Known : English, Hindi, and Marathi Passport : K5507863
- 6. References___________________________________________________________________ Mr. Nanda Kumar AM General Manager- Prepaid Operation, Andhra Pradesh Idea Cellular Ltd. Handheld:-+91 9848003609 Mr. Chandra Dutt Sr. Manager – Customer Relation Head (EBS), Andhra Pradesh Reliance Communication Handheld:- +91 9848102244 Mr. Nishad AK General Manager HR BP, Andhra Pradesh Uninor (Telewings Communication Pvt Ltd) Handheld:- +91 9059112462 Declaration: - I here by affirm that all the information furnished above are true and correct to the best of my knowledge and belief. Signature: Rajesh Sonar Date:7/30/2015