Sachin Sonawane

• .Managing walk-in & walk-out business and capitalizing conversion from store and extraction from outside catchment
• .Ensuring expansion of broadband (fiber) business and driving XFE channel walkout business through catchment
• .Performing ILMS - Online Lead Management and reaching out to every end user consumer and meeting their requirement
• .Delivering incremental business growth
• .Improving NPS & DI scores
• .Adhering to compliance & audit and driving new products for apt results
• .Performing market researches to understand market requirements and initiating innovative product development
• .Developing, reviewing and reporting on the business development division’s strategy, ensuring the strategic objectives were well understood and executed by the team
• .Supporting the overall process of management and corporate decision-making to ensure the organization maximizes its short, medium and long-term profitability and shareholder returns
• .Assessing customer feedback and identifying areas of improvement and providing critical feedback to the management
• .Administering & resolving customer complaints and providing after-sales service to ensure efficiency
• .Conceptualizing competitive business development strategies to develop market share for achievement profitability targets
• .Performing strategic planning for incremental business, productivity of CRO’s & XFE’s, extraction strategy of new roll-out BB building and increasing conversion from stores
• .Performing customer centricity among all stores to ensure best service and ensuring improvement in NPS
• .Monitoring performance at store level and putting into action plans of improvement; ensuring quality of sales focus – reduction in decay and same store growth
• .Mentoring CRO’s for increasing productivity and service experience
• .Managing project of reducing faults, complaints & PNP
• .Steering business operations for the profit center to realize pre-planned sales and revenue targets; formulating profit center budget for operational / business development activities
• .Enhancing market share through robust strategies, effective pricing & superb client relationship management
• .Rolling out of new store with end-to-end responsibility from start of construction till store opening
• .Ensuring all new franchisees partners are aligned & imbibe serve to sell as way of life and postpaid growth in the given market
• Team Size: Territory Managers -4 , Store Managers – 7, Total Fleet – 200
• .Certificate of Excellence best ZSM winner in score Card-2023 and 24
• .Certificate of Excellence 2 time best ZSM winner in Highest GAD YOY growth contest
• .Best Area Sales manager award in May -2023

.Planning, Monitoring and Ensuring Achievement of Customer and Revenue Market Share objectives set for Zonal Operations by Supervising/ Influencing multiple teams to deliver Operational excellence in Customer service, Channel management and Market expansion
.Developing, Planning, Implementing and managing all Sales & Distribution activities to ensure Revenue & Sales objectives for Prepaid Business.
.Drive gross additions, Quality sales matrices, Base Management &Compliance to regulatory norms in terms of customer acquisitions
.Focus on VAS and other Revenue drivers
.Review distribution Health & take necessary actions to Drive Width & depth of
distribution
.Drive data revenues (2G,3G as well as 4G)
.Provide Regular Assessment, Devise and Implement actions/activities to upgrade sales competence in the zone and Develop, Coach, Mentor the Sales team.
.Supervise over all CSD function to drive Customer Satisfaction scores, Infrastructure at showrooms, ARCs, Collections and Bad Debts performance at the zone.
.Adherence to the branding guidelines as laid down by the Marketing team.
.Manage the cost of the region within budget

Team Size: 10 Distributor’s 75 FSE 8 Asst.Manager and Sr Executive

Achievements:
.Certificate of Excellence best ZSM winner in score Card-2019
.Certificate of Excellence 3 time best ZSM winner in MNP contest-2019
.Certificate of Excellence 4 time best ZSM winner in payment bank-2019
.Best Area Sales manager award in Apr -2019
.Certificate of Excellence Highest Gross of 900 nos in Single day –June’18
.Certificate of Excellence 3rd Rank in DGK Contest in ROM –June’18
.Best Area Sales manager award in Dec -2018

.Driving Customer Market Share by driving prepaid activations& MNP to increase Share of Gross Adds through retailers
.Driving Revenue Market Share by ensuring the recharge availability by increasing the retail width and also pushing all the products of Airtel such as Offer Data (2G/3G/4G), Airtel Money, 4G, Dongles (Data Card) etc
.Strengthening Distribution by consistent supply to existing outlets & increasing the LAPU Selling Outlets, SIM Selling Outlets, Data Selling Outlets to the maximum possible extent in the assigned territory
.Consistent review of basic distribution parameters such as Anmol Ratna, Yuva Ratna, Channel Partner Management, Foot Plans realignment as per market growth, FSE productivity and Channel Satisfaction
.Driving TOMA scores by ensuring maximum branding and visibility in assigned territory and
Capturing the retailer’s base to the maximum possible extent
.Liaoning with distributors and retailers, Manage, coach and motivate team member

Team Size: 1 Channel Partner 13 FSE

Achievements:
.Certificate of Appreciation Best Debut Prepaid TM ‘ Sales – FY 14-15
.Certificate of Appreciation Outstanding Performance in Gross & Roffer – Q4-14
.Certificate of Appreciation M2 Decay Reduction Best Rocker ‘FY – 15-16
.Certificate of Appreciation M1 Warrior – FY 15-16
.Certificate of Appreciation Best Rocker ‘Sales – H1 16-17
.Certificate of Excellence 200% Revenue Achievement Sales – May’17

.Set up infrastructure for the service Centre/office in Mumbai,
.Maintained TAT for Installation & Fault Repair calls,
.Daily Reports & CRF dispatches, Market visits & Channel sales development by educating Distributors/Dealers,
.Maintaining of 5S in stores & service teams toolkits & uniforms.

Team Size: 1 Channel Partner 13 FSE

Achievements:
.Certificate of Appreciation Migrating > 98% Active Customer Base
.Certificate of Appreciation Crossing the gross of 10K – Oct’14

Policy & Process Compliance Customer Satisfaction People Management and Development

Installation and Field Repair

· Selection, appointment and continuous management of ISPs

· KPI / SLA management (of various delivery units / partners)

· ISP and other vendors’ contract administration and management

· Quality of people, tools and training

· Ensure that the organization’s processes and policies are adhered to.

· Provide regular input to keeping our processes in alignment with our service philosophy Easy & Simple.

· Provide input to planning, training and quality as applicable

· Ensure that all necessary actions are taken based on the annual wave of CSAT study at strategic level

· Take quick action on input provided by the Central Quality and PI team (monthly tracker) to correct processes or any other tactical measures

· Select, Develop and Retain quality manpower at all levels in the region (including direct and indirect manpower and vendors)

· Provide timely and necessary input to people on performance

· Ensured that the service philosophy is understood and communicated to all levels and individuals

· Maintain transparency in dealing with people and performance management

Team Size: 5 ISP 100 Technician

Certificate of Appreciation From MD as maintaining 4Hrs Service and 1 Day installation TAT at District level

.New Customer Acquisition through prospecting new clients, Maintain / Manage & Grow Business from the assigned Accounts
.Build & maintain long term Relationship with the Key Decision Makers / CXOs in the allocated Accounts.
.Responsible for periodic achievement of the customer acquisition & revenue targets for the assigned territory
.Keep a track of the clients business initiatives and future plans and analyzed its impact on the business
.Identify the opportunities for the new products, services & applications in the existing accounts for additional revenues
.Ensure the timely collection of the payments and adherence to the payment collection / Outstanding systems and procedures as per company policies
.Collect the market intelligence data including environmental, customer & competitor information & initiatives and analyzed the same to pre-empt its impact on the business
.Responsible for revenue generation from the set of corporates by cross selling and up selling
.Ensure customer satisfaction through coordination with back end support functions viz., customer service.

Team Size : 10 Retention Churn field Executive , 20 Technician , 30 Sales XFE
Achievements:
.Certificate of Appreciation Captain -Chairman’s Club in Tikona Premier League – FY 10-11

.Handling escalated cases from co-operates, manager
.Improvement on Quality of Installation, Fault repair Customer Education and Quality of Resolution
.Achieving target and maintaining the growth
.Fault resolution within committed SLA (4 hrs)
.Analysis of faults and issues, deriving
.Co-ordination between field staff and back end for quick resolution of complaints.
and To achieve targets set by managers
.Resolve complaints within the SLA & ensure customer satisfaction by providing good quality service
.In absence of zonal head handling a team

Team Size: 35 Technician and 1 TL

.Handling a team of Engineers and Team leaders for Installation and Fault Repair DSL, across Mumbai
.Improvement on Quality of Installation, Customer Education and Quality of Resolution
.Achieving target and maintaining the growth towards NFP (Non-Financial Parameters) for Mumbai.
.Fault resolution within committed SLA, Analysis of faults and issues
.Co-ordination between field staff and back end for quick resolution of complaints.
.Resolve complaints within the SLA & ensure customer satisfaction by providing good quality service
.Responsible for coordinating Installations and Service delivery activities for Landlines and Broadband Internet and I&FR team

• .Handling calls related to General Information, Billing & Complaint splits, Installation, Number change, Shifting,
• transfer of name, Lead call & Disconnection
• .Provide CDMA tech training to new joiners
• .Handling escalations cases from Corporates, Manager, BPO and walk in customers
• .Reports generation on a daily basis to keep a track for number of complaints received on a daily basis
• .Resolve complaints within the SLA of 12 hour & ensure customer satisfaction by providing good quality service
• .Handling both Wired and Wireless Complaints, (FWT, Wired, Postpaid, Pre-Paid, Public Telephone Booth)
• .Maintaining the MTTR Report for Both Wired and Wireless
• .Coordinating with sales directors for various issues & helping to resolve the same