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AYAN KAR
Mobile           : + 91 9230509293
Residence        : + 91 33 64588197
E-Mail           : ayan.kar@hotmail.com




Seeking senior leadership assignments in Customer Relationship Management ~ Service Delivery &
Assurance ~ Customer Lifecycle Management ~ Operations with a high growth oriented
organization.




Academia

B.E (Electrical): Regional Engineering College, Durgapur (West Bengal, India), 1993.




AREAS OF EXCELLENCE

Customer Lifecycle Management                    Predictive Churn Control          Billing & Collection
Process Development & implementation             Relationship Management           Root Cause Analysis
Field & backend Service Operations               Service Delivery & Assurance      Pre Sales Support




Career Recital




Since Dec’07 with Tata Tele Services Limited as Head - Customer Care (Kolkata & ROWB) Reporting
to Associate Vice President – Customer life Cycle Management


Key Responsibilities

       Driving Outbound Call Centre on First Impression Process (Welcome call, First bill explanation) and
        health check up call process.
       Driving Inbound Call Centre, Photon Centre & circle service team on key KPIs on customer experience
        parameters i.e. FTR, repeat complaint, SLA, Complaints per Sub & VAS provisioning
       Customer Escalation Management related to Device (WALKY, Mobile & Photon), Network, OMC, Billing,
        bill delivery, VAS & provisioning.
       Managing Predictive Churn Control thru’ analysis of usage drop & repeat complaints.
       Implementation & Development of service processes in order to improve CSAT by Compilation &
        analysis of VOC captured from various sources e.g. call centre, retail, network / sales / retention /
        collection / service team.
       Organizing periodic trainings in product & process for all customer interfacing teams i.e. call centre,
        retail outlets & service partners.
       Management of Service Marketing initiatives thru’ organizing customer care camps / customer visits /
        loyalty program for corporate /SME / premium customers
       Management of credit limits rationalization at circle.
       Performance Monitoring & review of Service Partners on KPIs
       NDNC, Nodal & Appellate desk management.
       Managing Internal (business excellence) & External (TRAI) audit at circle.
       Managing P&L of customer care function


Notable Accomplishments

       Kolkata & ROWB ranked within top 3 circles nationally on performance deliverables.
       Achieved lowest MTTR for Kolkata circle in 2008 as per TRAI QoS report.
       Implemented segment specific service approach for prepaid
       Reduction in call centre cost thru’ implementation of Six Sigma Project



                                                      1
Aug’07 -Nov’07 with Reliance Communications Limited as Service Assurance Manager Reporting to
Head – Integrated Customer Operations (East)


Key Responsibilities

      Driving call centre, FA, O&M team for resolution of customer queries / complaints.
      Driving customer retention program across Kolkata & ROWB
      Monitoring the workflow/ Service Orders for MACD process in order to meet customer requirements
       within committed timeline.
      Conducting account review with cross functional team for top corporate / SME customers
      Performance review of field service partners


Notable Accomplishments

      West Bengal became No. 1 on the Service Assurance parameters across PAN India once during the
       tenure.



Jan’04- July’07 with Xerox India Limited as Manager Software Services (Post Sales Analyst) -North
& East India, Reporting to General Manager (North & East India)

Key Responsibilities

      Overviewed and integrated the implementation of the managed services applications to ensure
       meeting customer expectations.
      Designed new application development opportunities with existing customers, making business
       proposals, and generating post sale revenue from applications.
      Pre Sales Support for new PSG orders thru’ understanding customer needs, demo application
       development & UAT
      Organizing periodic products & applications trainings for direct engineers & XGS field staffs.
      Conducting trainings and seminars for the client on Xerox software applications.
      Technical support to field engineers & onsite support staffs of Xerox Global services
      Leading IT managed services under Xerox Global Services. Handled the Projects for the following
       corporate clients on bill printing & document management solutions:
               Airtel – EasyBill Phase 1 & Phase 2 for postpaid billing & Personalized Billing.
               Hutch – Postpaid & Prepaid Billing
               Citi Bank – Cheque book, Statement & Report Printing
               HDFC- Cheque Generation
               Spice Telecom – Postpaid bill printing
               Tata Teleservices – Postpaid Bill printing
               Honda Siel – Report printing

Notable Accomplishments

      Recipient of CSS Excellence Club”.
      New Application Development revenue had grown in mono by 5% and 96% of the high-end engineers
       in north & east completed DIGIT for Workforce.
      Recognized by the Director-Service & Managing Director, Xerox India Ltd. for effective launch &
       implementation of “Digit for Service Partners” program across North & East India.




Jan’99-Dec’03 with Xerox India Limited as Technical Specialist – Printing Solution (East)
Reporting to Regional Manager (East)

Key Responsibilities

      Installation, Maintenance & Monitoring the performance of variable data printing solutions (hardware
       and related software in the networked environment) across eastern region.
      Consumables and spares planning for reduction of downtime of the solution.
      Maintaining the service parameters like response to emergency, down time, total call, broken call,
       gross margin, material productivity, Resolution over Telephone (ROT) etc.
      Driving service partner’s development program e.g. Digit for OSA, Field Accompaniment, Quality Audit
       and bottom 10% tech rep adoption.



                                                    2
Notable Accomplishments
    Received appreciation by Director - Computer, Calcutta Telephones for the effective after sales service
       support.
    Received appreciation from Director-Service, Xerox India Ltd. for 100% customer satisfaction in the
       printing solutions segment in the eastern region for years.
    Received appreciation by GM - IT, COMMAND for successful launch of XGS bill printing solution and for
       effective after sales service support.




Aug’96-Dec’98 with Xerox India Limited as Senior Customer Support Engineer

Key Responsibilities

       Responsible for conducting training in desktop printers & scanners for Junior Engineers & service
        partners.
       Responsible for CSAT of all Printer customers in Kolkata
       Responsible for resolving 20% customer issues thru’ FTR
       L1 & L2 Support to field engineers & service partners on technical issues.


Notable Accomplishments
    Achieved CSAT Score of >95% in the desktop printer segment and achieved FTR of 22%.
    Zero L3 escalation.


Aug’94-Jul’96 with Xerox India Limited as Customer Support Engineer

Key Responsibilities

       Installation, Trouble Shooting, Schedule Maintenance of photocopiers, scanners, inkjet & LaserJet
        printers
       Tracking / reporting of VOC & Performance as part of SMWG group.


Professional Trainings


       Six Sigma Yellow Belt.
       Leadership through Quality.
       Concept of Self Managed Work Group.
       Data Communications Technology & Networking.
       Business rules & ethics.


IT Skill set


Application Package                             :        MS Office
Operating System                                :        Windows, DOS, UNIX
Programming Language                            :        BASIC, Visual BASIC, C, Postscript, VIPP.
Variable Data Printing Applications (Mono)      :        PostScript, VIPP, Intelliprint, RiteprintPS, Lytrod.
Variable Data Printing Applications (Colour)    :        Freeflow, Adobe InDesign, XMPIE, Printshop Mail.
Networking                                      :        MCSE paper 80-058(Networking Essential)




                                                     3

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HELENE HECKROTTE'S PROFESSIONAL PORTFOLIO.pptx
 

Career Snapshot

  • 1. AYAN KAR Mobile : + 91 9230509293 Residence : + 91 33 64588197 E-Mail : ayan.kar@hotmail.com Seeking senior leadership assignments in Customer Relationship Management ~ Service Delivery & Assurance ~ Customer Lifecycle Management ~ Operations with a high growth oriented organization. Academia B.E (Electrical): Regional Engineering College, Durgapur (West Bengal, India), 1993. AREAS OF EXCELLENCE Customer Lifecycle Management Predictive Churn Control Billing & Collection Process Development & implementation Relationship Management Root Cause Analysis Field & backend Service Operations Service Delivery & Assurance Pre Sales Support Career Recital Since Dec’07 with Tata Tele Services Limited as Head - Customer Care (Kolkata & ROWB) Reporting to Associate Vice President – Customer life Cycle Management Key Responsibilities  Driving Outbound Call Centre on First Impression Process (Welcome call, First bill explanation) and health check up call process.  Driving Inbound Call Centre, Photon Centre & circle service team on key KPIs on customer experience parameters i.e. FTR, repeat complaint, SLA, Complaints per Sub & VAS provisioning  Customer Escalation Management related to Device (WALKY, Mobile & Photon), Network, OMC, Billing, bill delivery, VAS & provisioning.  Managing Predictive Churn Control thru’ analysis of usage drop & repeat complaints.  Implementation & Development of service processes in order to improve CSAT by Compilation & analysis of VOC captured from various sources e.g. call centre, retail, network / sales / retention / collection / service team.  Organizing periodic trainings in product & process for all customer interfacing teams i.e. call centre, retail outlets & service partners.  Management of Service Marketing initiatives thru’ organizing customer care camps / customer visits / loyalty program for corporate /SME / premium customers  Management of credit limits rationalization at circle.  Performance Monitoring & review of Service Partners on KPIs  NDNC, Nodal & Appellate desk management.  Managing Internal (business excellence) & External (TRAI) audit at circle.  Managing P&L of customer care function Notable Accomplishments  Kolkata & ROWB ranked within top 3 circles nationally on performance deliverables.  Achieved lowest MTTR for Kolkata circle in 2008 as per TRAI QoS report.  Implemented segment specific service approach for prepaid  Reduction in call centre cost thru’ implementation of Six Sigma Project 1
  • 2. Aug’07 -Nov’07 with Reliance Communications Limited as Service Assurance Manager Reporting to Head – Integrated Customer Operations (East) Key Responsibilities  Driving call centre, FA, O&M team for resolution of customer queries / complaints.  Driving customer retention program across Kolkata & ROWB  Monitoring the workflow/ Service Orders for MACD process in order to meet customer requirements within committed timeline.  Conducting account review with cross functional team for top corporate / SME customers  Performance review of field service partners Notable Accomplishments  West Bengal became No. 1 on the Service Assurance parameters across PAN India once during the tenure. Jan’04- July’07 with Xerox India Limited as Manager Software Services (Post Sales Analyst) -North & East India, Reporting to General Manager (North & East India) Key Responsibilities  Overviewed and integrated the implementation of the managed services applications to ensure meeting customer expectations.  Designed new application development opportunities with existing customers, making business proposals, and generating post sale revenue from applications.  Pre Sales Support for new PSG orders thru’ understanding customer needs, demo application development & UAT  Organizing periodic products & applications trainings for direct engineers & XGS field staffs.  Conducting trainings and seminars for the client on Xerox software applications.  Technical support to field engineers & onsite support staffs of Xerox Global services  Leading IT managed services under Xerox Global Services. Handled the Projects for the following corporate clients on bill printing & document management solutions: Airtel – EasyBill Phase 1 & Phase 2 for postpaid billing & Personalized Billing. Hutch – Postpaid & Prepaid Billing Citi Bank – Cheque book, Statement & Report Printing HDFC- Cheque Generation Spice Telecom – Postpaid bill printing Tata Teleservices – Postpaid Bill printing Honda Siel – Report printing Notable Accomplishments  Recipient of CSS Excellence Club”.  New Application Development revenue had grown in mono by 5% and 96% of the high-end engineers in north & east completed DIGIT for Workforce.  Recognized by the Director-Service & Managing Director, Xerox India Ltd. for effective launch & implementation of “Digit for Service Partners” program across North & East India. Jan’99-Dec’03 with Xerox India Limited as Technical Specialist – Printing Solution (East) Reporting to Regional Manager (East) Key Responsibilities  Installation, Maintenance & Monitoring the performance of variable data printing solutions (hardware and related software in the networked environment) across eastern region.  Consumables and spares planning for reduction of downtime of the solution.  Maintaining the service parameters like response to emergency, down time, total call, broken call, gross margin, material productivity, Resolution over Telephone (ROT) etc.  Driving service partner’s development program e.g. Digit for OSA, Field Accompaniment, Quality Audit and bottom 10% tech rep adoption. 2
  • 3. Notable Accomplishments  Received appreciation by Director - Computer, Calcutta Telephones for the effective after sales service support.  Received appreciation from Director-Service, Xerox India Ltd. for 100% customer satisfaction in the printing solutions segment in the eastern region for years.  Received appreciation by GM - IT, COMMAND for successful launch of XGS bill printing solution and for effective after sales service support. Aug’96-Dec’98 with Xerox India Limited as Senior Customer Support Engineer Key Responsibilities  Responsible for conducting training in desktop printers & scanners for Junior Engineers & service partners.  Responsible for CSAT of all Printer customers in Kolkata  Responsible for resolving 20% customer issues thru’ FTR  L1 & L2 Support to field engineers & service partners on technical issues. Notable Accomplishments  Achieved CSAT Score of >95% in the desktop printer segment and achieved FTR of 22%.  Zero L3 escalation. Aug’94-Jul’96 with Xerox India Limited as Customer Support Engineer Key Responsibilities  Installation, Trouble Shooting, Schedule Maintenance of photocopiers, scanners, inkjet & LaserJet printers  Tracking / reporting of VOC & Performance as part of SMWG group. Professional Trainings  Six Sigma Yellow Belt.  Leadership through Quality.  Concept of Self Managed Work Group.  Data Communications Technology & Networking.  Business rules & ethics. IT Skill set Application Package : MS Office Operating System : Windows, DOS, UNIX Programming Language : BASIC, Visual BASIC, C, Postscript, VIPP. Variable Data Printing Applications (Mono) : PostScript, VIPP, Intelliprint, RiteprintPS, Lytrod. Variable Data Printing Applications (Colour) : Freeflow, Adobe InDesign, XMPIE, Printshop Mail. Networking : MCSE paper 80-058(Networking Essential) 3