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
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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.
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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)
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