VISVANATH MAZUMDER
Contact: +91 – 9935099988/+917566690820
E-Mail: visvanathmazumder@gmail.com
PROFILE SUMMARY
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Certified Corporate behavioral and soft skills trainer
Over 14 years of experience in Strategic Planning, CSD Operations, Team Management,
Service Delivery, Budgeting and Circle Operations
Demonstrated abilities in devising customer retention activities for accelerating business
growth
Adroit in ensuring delivery of high quality services to support customer's business needs
Adept in driving customer level profitability by providing customer satisfaction data to support
management
Proven ability in delivering breakthrough business results and leading operational excellence
initiatives
Mentoring and leading the multi-cultural team to ensure the operational efficiency.
Creating and sustaining a dynamic environment that fosters the development opportunities
and motivates the high performance amongst the team members.
CORE COMPETENCIES
Soft Skills Training
Management
Project Management
Strategy Planning
Skill Development
CSD Operations
Retention
Team Management
ORGANISATIONAL EXPERIENCE
Currently : Corporate Softskills and behavioral trainer with Peaktrainings Bangalore
Expertise on Management Training; Personal Development; Interpersonal development; Sales &
Marketing & Customer Relationship Management
PREVIOUS EXPERIENCE
Sep’10 – Jan’13 with Bharti Airtel Limited, UP Circle as Service Experience Head (DGM) for mobile
and fixed line
Responsibilities:
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Handling regulatory compliance, document management, AV & warehousing
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Managing first time activation process for prepaid, postpaid mobile, fixed line and number
management
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Overseeing internal process compliance, customer accounting.
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Adhering to contractual bad debts
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Administering expenditure by reducing Service OPEX against GSR – Service Partner
Outsourcing Cost/Outsourced Processes Vendor Cost
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Maintaining TAT’s of bill delivery and partner management
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Maintaining SLA’s of complaints pertaining to customer retentions and billing
Accomplishments:
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Acknowledged as a Leader for peer group strategic program on Double Happiness Quotient
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Introduced 2 innovations adopted by entire country
o Initiating centralized processing for country: NMS and prepaid dunning, evolving the
entire process from scratch and migrating the same to Chennai
o Handling migration of process to Chennai
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Bestowed with the Certificate of Excellence as Project Leader for reducing barring to 3% from
8-9% in 2011 Jan - Mar and for flawless migration of activation partners in Nov'11
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Given silver award for seamless consolidation of 6 documentation partners into one partner.
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Given best Collections and Retentions team award for 2011-2012
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Given best Acquisition experience team award for 2011-2012
Aug’09 – Sep’10 with S Tel Private Limited, Orissa, North East & Assam as Customer Service
Delivery Head (AGM)
Responsibilities:
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Involved in:
o Launching of all Support functions viz, Activations & Compliance; Service Recovery;
Applications-Activation Platform/Billing Engine/IN, VAS, Product & Process UAT and
Call Center Operations
o Imparting training of all customer service personnel and adhering to all service
manuals
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Engaged in controlling expenditure by reducing Service OPEX against GSR – Service Partner
Outsourcing Cost/Outsourced Processes Vendor Cost
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Handled backend process -activations & provisioning/UAT/service recovery / regulatory & legal
compliance
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Adhered to quality process - circle processes & contact center (internal & external audits)
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Dec’06 – Aug’09 with Vodafone Essar South Limited
Growth Path
Dec’06 – May’08
Customer Support Group Head (Punjab Circle)
May’08 – May’09
Customer Service Head (HP Circle)
May’09 – Aug’09
Zonal Operations Manager (UPW Circle)
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Jul’04 – Dec’06 with Bharti Airtel Limited
Growth Path
Jul’04 – May’06
May’06 – Dec’06
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Zonal Customer Service Manager, Varanasi
Head Service Marketing
Jun’03 - July04 with Reliance Infocomm Limited, Raipur, C.G. as Escalation Desk In charge
Oct’01 – Jun’03 with Bharti Telenet Ltd., Bhopal as Officer Customer Care
May’00 - Sep’01 with RPG Cellcom/Idea, Indore as Call Center Officer
Dec’97 – Oct’99 with Pacific Computers Bhopal as Office Administrator/Counselor
Aug’96 – Dec’97 with Ralli Communications, Essar Cell Phones Limited as Executive Sales
ACCOMPLISHMENTS
At Vodafone
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Drove flawless launch of Vodafone - Himachal without any failure
In STEL
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Launch of Orissa Circle and revenue enhancement of the Circle
EDUCATION
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Pursuing MBA (Marketing) from Symbiosis
BA (History Honours) from Delhi University in 1996
Certification
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Certified Auditor for Internal Processes in 2005
TECHNICAL SKILL - SET
Technologies:
Applications:
Processes:
Experience
Fixed Line, CDMA & GSM
CRM, Activations & Provisioning Platforms and Billing Engines
Acquisition Experience, Service Recovery, Service Marketing,
Retail
& Expansion, Contact Center, Training & Quality
PROJECTS & TRAININGS
 Successfully attended the training on:
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Emerging Leadership Programme in 2011 from US based Center for Creative Learning
Diesel OPEX Reduction in BTS Sites
Internal Audit by BB Gupta
Performance Management System by Vasu
Managerial Grid by JKC
Team Building & Leadership by Rajiv Talwar
Sustaining Excellent Customer Relations by Skill Soft Inc. USA in Bharti
Quality Education System by Philip Crosby in Bharti
Innovation and Creativity Management by EREHWON
WASP by Sanjay Saluja
Six Sigma & Leadership
 Executed CSMM Project on Service Provisioning and Lean Six Sigma Project-Effectiveness in
Welcome Visit
PERSONAL DETAILS
Date of Birth
Linguistic Abilities
Location Preference
Residential Address
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26th September, 1975
English, Hindi and Bengali
Any Metro City ( preference NCR)/State capitals
Flat 602, Richmond, Omaxe Hills, Surajkund Badkal Road,
Faridabad, Haryana - 121001