Somasundar - Customer Service Manager - India

Nagendra Somasundar



A dynamic professional, in quest of middle level assignments in Customer Retention/ Client Relationship Management / service delivery with a leading organization of repute, preferably in Bangalore.


Customer Service Manager

  • Full time
  • Part time
  • One time
  • Contract
  • Temp

Work History

Assistant Manager (Backend Operations)

Retention & Relations

From April 2013

Key Result Areas:

As Assistant Manager (Backend Operations):
• Leading & directing a team of 4 members along with 5 off role team members & 70 executives from different agencies
• Setting up new vendor & getting Vendor aligned to Vodafone Business goals
• Assisting in executing end-to-end process to all the touch points for post-paid activation
• Responsible for good on boarding & customer experience with respect to activation of connection
• Creating innovative ideas to keep the team motivated
• Creating, updating & maintaining customer database
• Spearheading decentralisation of post-paid activation process for Karnataka circle
• Analyzing post-paid activation TAT with error free activations and minimal rejects
• Arranging refreshers to all the channel partners for faster processing & better customer experience
• Improvising activation process at Vodafone stores
• Overseeing "NMS" Number Management System & supporting all the sales touch points
• Delivering channel partner satisfaction and ensuring TRAI compliance & reliability of process in terms of TAT & quality
• Ensuring CAF compliance & documenting related to post-paid activations
• Delivering transfer of ownership solutions for the all the post-paid subscribers across circle
• Looking after agencies/vendor & aligning their efforts to the better customer & channel experience
• Implementing new initiatives to reduce cost and also maintain rigor to ensure delightful customer experience
• Responsible for cross functional team coordination

As Assistant Manager (Retention & Relations):
• Led & directed a team & worked for retention from all touch points
• Coordinated with listed Corporate /SME sector; handled their issue's requiring immediate solutions
• Oversaw web based processes and FOS, identified improvement areas & recommended adequate measures to maximize customer retention
• Ensured retention & relations operations at stores across Karnataka Circle
• Managed agencies for retentions including Outbound...

Vodafone South Ltd

From December 2006


Assignments Handled:

Assistant Manager

Retention & Relations

December 2006 - March 2013

Sr. Executive (Retention & Renewal Operations)

World Space

December 2005 - December 2006

• Strategized maximum renewals of the subscriptions across circle
• Contributed in in setting up Tele-calling service partner & implementing SOP
• Handled the renewable process streamlining through outbound Tele-calling
• Monitored daily targets & run rate in terms of recharges
• Led the project "Mobile Radio" & lead UAT executions
• Maintained productivity standards, minimized card holder attrition & collection costs
• Interacted with field agencies to collect payment from delinquent customers

Assistant Manager

Spice Communications Ltd

March 2004 - December 2005

(Retention & Relations)
• Conducted performance (Quantitative & Qualitative) appraisals concentrating on bottom performers
• Managed customer centric operations & ensured client satisfaction by achieving delivery & service quality norms
• Contributed in Billing presentation, Wrong escalation, revamp of notepad entries
• Achieved 50 % of retention in the first month of Implementation
• Successfully identified and recommended training requirement by monitoring the QA trends; formulated training plans
• Skillfully conducted and participated in brain Storming Sessions with various departments to bridge the process gap
• Successfully completed project of "Spotlight- Field Visit "from call center
• Designed, developed and updated intranet help desk service for maximizing online resolutions at the call center
• Conducted promotional activity of SIM cards & Currency with a leading channel partner ensuring highest sales of SIM cards & currency for the month
• Driven Awareness week on Product and services for generating and converting promotions into prospective leads
• Received certification for the Highest Customer Retention in the 2004
• Implemented Project on Churn Retention Implemented in the Spice call center

Senior Executive/ Team

Core Professional Group

January 2000 - March 2004

• Involved in updating clients in new products & services with efficient call management for achieving customer service turnaround within set time frames & maximizing customer satisfaction
• Handled setting up process for customer profile verification for airtel customers
• Incorporated Rating System for verified customers, set up tele-calling desks for faster closer of verification, streamlining FOS Process

Qualifications & Certifications


Sheshadripuram College

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