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Aman Kapoor

Experience:
Rating:
Location:
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14 Years
Not available
Delhi
Sales,Lean Six Sigma,Telecom,Brand Mgt.,Distribution Channel,Training,Customer Service
 
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Training-Telecom,Sales,Soft skill,Brand
  • AMAN KAPOOR

    536, Sector-21C, Faridabad-121001, Haryana

    Phone: 0129 4045536 (R) / Mobile: 8586001001

    Email: amankap@gmail.com /kapur_aman@rediffmail.com

     

    SYNOPSIS

     

    ü  A professional with 14 years’ experience in Service Delivery, Sales-Direct/Retail & Sales Training

    ü  Proficiency in managing manpower and other allied functions etc.

    ü  Possess in depth knowledge of Sales, Customer Service, Training, Retention, Branding, Courier, Tele-sales and other related functions of CSD & Marketing.

    ü  Adept at devising and effectuating innovative strategies for ensuring smooth functioning, resulting in customer satisfaction

    ü  A keen analyst with excellent relationship management & team building skills and abilities in liaising with various departments.

     

    CORE COMPETENCIES
     

    Training & Development

     

    ü  Proficiency in Developing Content and delivering Training on Product, Process, Application and Soft skills for Corporate Sector

    ü  Monitoring overall functioning of Training processes at Circle and Pan India Level (Sify). Managing the application for conducting monthly Quiz and Content.

    ü  Identification of Training Need and accomplishment for the same through Prospect Management System (PMS).

    ü  Product & Process training done at various organizations Airtel, Sify, Vodafone & Ignite Business -Intex technology, Vodafone, Idea cellular & HCL learning.

    ü  Audits & Quiz of touch points-Sify & Vodafone

    ü  Lean Sigma certified at Vodafone for documentation process & recognition as Green Belt from India CEO-Martin Peters.

     

    Operations & Partner Engagement

     

    ü  Managing the Service Delivery operations, keeping compliance with Company Policy.

    ü  Involved in all new projects at Circle & National level like MNP,3G & Activation TAT

    ü  Involved in preparation and maintenance of requisite documentation for compliance with regulatory requirements

    ü  Engaging and coordinating Business Analysis sessions for understanding client business processes and mapping them to appropriate OEM engagement.

    ü  Building solutions based on inputs from the delivery and customer teams on new and improved services

    ü  Coordinating with the vendors for enhancing customer experience

     

     

     

    CAREER HIGHLIGHTS

     

    Ignite Business                       Head- Business & Service Assurance                     since Oct’12

                                                               

     

    ü  Managing new business opportunities-Training-Sales/Service & Telecom Billing at Idea Cellular.

    ü  Conducted 3G refresher & selling skills program at Vodafone for RM’s at UPW location.

    ü  Retail Sales training for Intex Technologies-ISA Model on Product & Selling skills.

    ü  Conducting & organizing training programs for Management institutes & BPO’s(HCL-ITS-GZB & Accretive)

    ü  Content Development on Soft Skills-Communication & Business etiquette at American express & ITS

    ü  Product training for in-house team (bill distribution) on customer handling.

    ü  Developing content as per the process owner’s requirement and conducting training on the same to all the end users.

    ü  Managing/Organizing training through experienced trainers PAN India for different functions

    ü  Formalize effective certification plan as per industry standards and its deployment

    ü  Training Content development & management for Frontline-Sales/Service, BPO’s & Management institutes.

    ü  Managing customer life cycle & maintaining rapport with high ARPU clients

    ü  Continuous process improvement/correction to serve customer better

    ü  Review the SOP validation errors for top clients and follow-up with Operations Heads

     

     

    Vodafone South Ltd.                           Assistant Manager                                Feb’09 to Oct’12         

     

    ü  Managing Service Delivery Processes & Compliance end-to-end at UPW circle.

    ü  Managed complete Back-office team consist of Prepaid, Postpaid, Network, Nodal, Data & TRAI policies

    ü  New Product launch communication and training to front end-CC & Stores

    ü  Content Development on 3G,MNP & new market launches for Stores, CC, Sales & BO teams.

    ü  Ensure compliance at all vendor & company owned outlets

    ü  Managing regulatory Audits done by internal & external auditors

    ü  Managing customer life cycle & ensuring C-SAT score 91%

    ü  Managing 3-tier complaint management process(Web & CRM)

    ü  Management of CS applications to resolve issues, new system/functionality

    ü  Continuous process improvement/correction to serve customer better

    ü  Cross functional coordination for enhancing experience

     

     

    SIFY Ltd.                                             Product Manager                                 Jan’07-Feb’09              

     

    ü  Handled PAN India profile for VAS-Reliance Money project

    ü  Trained 3500 I-way store & 3500 Cable TV operator Partner at PAN India on Sales-VAS. They were trained on product & selling skills

    ü  Online & physically met partner for imparting training on Product & Process

    ü  Prepare Quarterly business plan and monitor performance against targets

    ü  Responsible for post sales support and to address customer escalations by providing timely resolution

    ü  End to end project management, under VAS umbrella (starting from identifying new markets and products, training, vendor development, VAS, documentation, banking co-ordination etc.)

    ü  Managed the pick-ups of funds from the various vendors and consolidating them.

    ü  Developing new alliances & partners to widen business portfolio & manage existing vendors & strategic business relationships to enhance profitability.

    ü  Engaging and coordinating Business Analysis sessions for understanding client business processes and mapping them to appropriate OEM engagement.

     

     

    Bharti Airtel Ltd.                              Training Lead                                        Dec’04-Jan’07                

     

    ü  Managed and conducted New Hire training programs at In-house (Inbound and outbound) – with an average throughput of 90%

    ü  Imparting Product & processes training to front end executives- CC, Sales, Retail & VAS agencies on fixed line services at MP&CG.

    ü  Handled On-line Certification for new recruits & existing employees on NHIP.

    ü  Identification of Need (Manpower) and accomplishment for the same.

    ü  Imparting Soft Skill-Customer handling & communication programs at Bhopal

    ü  Managed Metrics and SLA to handle Key Accounts.

    ü  Maintaining & Achieving 95% quality & quiz scores.

    ü  Generating & updating team’s performance on regular basis.

     

     

    Hero Ites (Hero Co-operate)              Team Leader                                        Oct’02-Nov’04               

     

    ü  Managed the SLA’s & ACHT for inbound operations.

    ü  Generating & updating team’s performance on regular basis

    ü  Generating & maintaining reports concerning Project Development

    ü  Imparted on the product training to the employees.

     

     

    Minerva Tele-link                                 Sr. Customer Care Representative       Oct’01-Sept’02

     

    ü  Worked as a Customer care representative

    ü  Handled Inbound & Outbound operations.

    ü  Coordinated with US based companies such as AT&T, Cingular Wireless.

     

     

    ACADEMIA
     

    MBA (Perusing)                                                                         

    B.Com (Pass)                                        BHIM RAO College, Delhi University         2001

    DOEACC ‘O’ Level                                   DOEACC Society                                                2001

    CIC                                                       IGNOU                                                  2001

     

    PERSONAL DETAILS
     

    Date of Birth                              :                       31st May 1980