Albert X Lobo
albert.lobo16@gmail.com
UAE Mobile no: +971-581513671

Professional experienced in Customer Operations & Service Delivery

Professional Synopsis
 Overall work-experience of 14 years in Customer Operations & Service Delivery, Retention and Customer Service. Management information system – (MIS Report), Group Team Leader- Inbound & Outbound.
 Have worked in Customer Services, Franchisee Operations & Retention of Pune & Goa Cluster.
 Managing & Leading End-to-End Operational roles of Touch point experience, Channel Partner support, Churn & Quality.

Profile:

 Customer Service  Management information system – ( MIS Report )
 Microsoft Office ( MS Office )  Nodal Officer ( Maharashtra / GOA Circle)
 Training (Technician on Satellite )  Retention Team Leader ( Backend Process )
 Sr. Retention Executive ( Backend Process )  Group Team Leader ( VOICE / NON Voice & Backend Process )

Skills:

 Reporting & Analysis / Data Analytics / MIS Report  Cost Reduction
 Customer Satisfaction / Clear communication skills / Communication.  Teamwork / Problem Solving / Complaint handling / Relationship building
 Technical knowledge / Listening Skills /  Positive Attitude / Taking Responsibility / Knowledge of the Product / Closing ability
 Time management skills  Group Team Leader ( VOICE / NON Voice & Backend Process )

1) Work Experience Brief.
Current Job
Organization : DISH INFRA SERVICES PVT LTD. (DISH TV / D2H)
Designation : Customer Service – MIS / Training
Working as : Customer Service –MIS/Training / Nodal Officer – Maharashtra / GOA
Circle
Duration : From 24th Sept 2013 to 15th Jan 2019.

Key Responsibilities:
 Handling the service franchises for all post sales activities, installation, maintenance support of all onsite & off-site products at various customer locations & project sites.
 Training conduct to new DSC module & also to backend staff
 Ensuring meeting SLA & Achieving define service targets through service delivery, sales of spares, consumables. Maintaining calls scheduling target of >90%.
 Provide the overall strategy for enhancement and value addition across the function for improvement in performance & cost reduction
 ISP staff recruitment, training, development, satisfaction & inventory planning.
 Maintaining calls scheduling target of >90%. / maintaining GART within 4Hr / maintaining repeat complaints less than 7%.
 Monitoring daily performance for SF/DCC/DSC
 Responsible for all service delivery and customer service activates across ZONE (ROMG -Rest of Maharashtra & Goa)
 Preparing and publishing dashboard for entire Zone and SF/DCC/DSC (Service Franchise/Dish Care Centre).
 Motivation (performance standards, achieving results and persistent)
 Preparation of client servicing reports for complex and sensitive clients
 Prepared monthly performance status reports.
 Collated, analyzed and documented company’s quarterly and half yearly performance details.
 Generated, maintained and analyzed sales, quality and client service reports.
 Reviewed history of current reporting
 Monitored implementation of MIS processes and evaluated their effectiveness.
 Escalate to the seniors management any potentially difficult situations which may impact the monthly reports
 Taking care of customer mail received on Nodal Desk - escalation case & resolving them as per time line given to customer as per escalation receive
 Responding to customer request Via telephone and Email / Politely assisted customer in personal and via telephone
 Asked open-ended question to assess customer needs.
 Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.

2.) Work Experience Brief.

Organization : Bharti Airtel Enterprise Services
Designation : Backend –Team leader
Working as : Retention – Customer Service / MIS
Duration : From 28th Jan 2007 - to 20th Sept 2013.

Key Responsibilities:

Corporate and individual Support Management

 Coordinating daily corporate activations with key account managers across Maharashtra and Goa.
 Allocation of Data to team for provisioning activities.
 Coordinating with Post-paid Distributors, Franchisee’s & Marketing team for various marketing promos.
 Activation of All Value Added Services
 Conducting provisioning training for new joiner.
 Handling Sales across Maharashtra & Goa for Corporate Care
 Daily MIS Report to Different reason,
 Handling MIS (ROM Circle), Data mining through online system and compiling it.
 Maintaining churn report and flash it on daily basis. Maintaining CRM’s visit report and Service camp report, Pass the voluntary churn data to Telecalling agency
 Flashing Daily, Monthly, Quarterly and Annual MIS to Senior Management
 Co-ordination with all circles on daily basis to work out Action Plans on MIS to reduce Churn
 Responsible for various functions like Front-end Service, Retention, Escalation Desk Management, MIS for All Circle

3.) Work Experience Brief.
Organization : AIRTEL RELATIONSHIP CENTRE
Designation : Sr Retention Executive
Working as : Retention officer
Duration : From 1st Oct 2005 - to 26th Jan 2007.

Key Responsibilities:

Handling Retention for M&G Circle & working in Churn Data to retain the customer who as churn form the network, giving good offer & understanding their problem & queries, sending data to different region
 Activation and De-activation of Services.
 Maintaining churn report and flash it on daily basis. Maintaining CRM’s visit report and Service camp report, Pass the voluntary churn data to Tele calling agency\
 Preparing & processing Daily/Weekly/Monthly/Yearly Reports as required by the Management Team.
 Activation & De-activation of National and International Roaming.
 Assigning new Mobile numbers.

4.) Work Experience Brief.
Organization : Magus Customer Dialog
Designation : Group Team Leader
Working as : Process Owner
Duration : From 15th March 2003 - to 26th Sept 2005.

Key Responsibilities:
Handling Team around 35 Agent, INBOUND & OUTBOUND Calls,

 Welcome Call / First Bill Call / Second Bill Call
 HUB (High Usage Barring Calling)
 Retention Calling
 Providing Data to team for provisioning activities, conducting training for new joinees, Handling Critical customers with various queries, Preparing & processing Daily/Weekly/Monthly/Yearly Reports as required by the Management Team Head off
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 Educational Qualifications:

 UNIVERSITY EDUCATION –: 12th -Commerce
 PERSONAL INFORMATION
 Date of Birth : 16-11-1982
 Sex : Male.
 Nationality : Indian.
 Marital Status : Married.
 Hobbies : Playing Football, Volley Ball, Hockey
 Self-Assessment : Hard working, Ready to learn and result-oriented.
 Address : Sr.no 42/2, Shiv Shakti Society, Ganesh Nagar
Wadgaon shri Pune Maharashtra- 411014

Regard’s Albert. X. Lobo