HIMANSHU BANSAL
Customer Experience
Dubai
Summary
Performance-driven Vice President with more than 20 years of experience across customer service domain aligning systems with business requirements, policies and regulatory requirements. Passionate about applying excellent organization and communication skills to manage and lead teams. Results-oriented individual well-versed in interfacing and consulting on business processes to drive results based on sound overall business judgment.
Overview
26
26
years of professional experience
5
5
years of post-secondary education
Work History
Vice President-Customer Service Operations
Etisalat By E&
Ajman
05.2015 - Current
- I have been entrusted with the accountability of Customer Experience and Financial KPIs.
- I have successfully handled a variety of responsibilities, including optimizing customer experience and digitalization efforts, managing customer complaints through root cause analysis and implementing effective fixes, ensuring customer retention and managing collections, and overseeing credit risk management.
- Additionally, I have led centralized back office operations, implemented CRM enhancements, facilitated change management efforts, and spearheaded the integration of AI and robotics into business operations.
- My commitment to operational excellence has resulted in measurable improvements in key performance indicators, as well as increased customer satisfaction and loyalty.
- Identified opportunities to improve business process flows and productivity.
- Increased company growth through collaboration with sales and marketing departments.
- Established performance goals for department and provided methods for reaching milestones.
- Hired and managed employees to maximize productivity while training staff on best practices and protocols.
- Monitored industry trends, keeping current on latest changes and competition in industry.
- Used market insights to capitalize on key business opportunities for new advantageous partnerships.
Head of Customer Service - Northern India
Airtel
Chandigarh
11.2014 - 04.2015
- I successfully oversaw and managed the timely and error-free processing of orders, document management, activation, and installation of mobile, Fixedline and DTH customers across across northern India.
- Through implementing effective strategies for customer collection and retention, I was able to enhance customer satisfaction and loyalty while minimizing call-per-customer (CPC) and repeat calls.
- Additionally, I was responsible for maintaining corporate relationships and driving Serve to Sell initiatives, resulting in increased revenue and business growth.
- My expertise in complaint resolution and call centre management contributed to a smooth and efficient customer service experience.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Proven ability to learn quickly and adapt to new situations.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
General Manager-Managed Services Center
Airtel
Chennai
04.2010 - 10.2014
- I was responsible for leading a team to provide timely and accurate resolution to customer complaints.
- My role also included identifying and implementing root cause fixes to minimize repeat complaints and churn.
- During my tenure, I managed a data size of 4TB, serving as a one-stop-shop for the entire organization.
- I regularly churned out reports and analytics across the customer lifecycle to ensure data-driven decision-making.
- I was also responsible for constantly building efficiencies around billing and collection expenses, as well as bad debt provisions.
- I maintained a balance between customer experience and financials across key processes such as Dunning, Credit and Exposure, Fraud Management, and Governance.
- My leadership and expertise contributed to the success of the Customer Service Shared Services Centre, ensuring exceptional customer service and financial stability for the organization.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
Deputy General Manager of Customer Service
Airtel
Gurgaon
11.2007 - 03.2010
- I was responsible for mentoring and driving operational teams across the country to maximize efficiency and productivity
- I was instrumental in conceptualizing and implementing various credit-related strategies that helped improve collection and retention rates
- In addition, I carried out detailed root cause analysis and ensured process and policy changes were made to meet the voice of the customer
- My efforts towards enhancing customer service delivery experience through stores and call centers were widely recognized
- I also devised business rules and processes for fraud management and audit function, which contributed significantly to maintaining the integrity of the company's operations
- Through my leadership and strategic planning, I was able to make a positive impact on the company's bottom line, and I am confident that I can bring the same level of success to any organization.
- Reviewed performance results to target and take corrective measures with authorization and escalation.
- Fostered and promoted cooperative and harmonious working climate conducive to maximum employee morale, productivity and effectiveness.
Sr. Business Analyst
Connectiva Systems
New Delhi
11.2006 - 10.2007
National Service Provisioning Manager
Airtel
Gurgaon
04.2004 - 10.2006
Manager
Reliance Communications
Mumbai
11.2002 - 12.2003
Assistant Manager
Spice Telecom
Chandigarh
04.1999 - 10.2002
Credit Officer
Transamerica Apple Distribution Finance Ltd
Chandigarh
10.1998 - 04.1999
Executive Trainee
Golden Laminates Limited
Chandigarh
05.1997 - 09.1998
Education
MBA - Finance & Marketting
Shivaji University
India 04.1995 - 03.1997
B.Com - Commerce
Punjabi University
India 04.1992 - 03.1995
Post Graduate Program in Data Science And Business - Data Science
The University of Texas
Austin 01.2021 - 06.2021
Skills
Customer Experience Management
undefinedAccomplishments
- Customer Experience Management: Successfully implemented quality standards for various operational areas resulting in a significant increase in customer satisfaction and repeat business
- Operational Excellence: Developed and implemented innovative solutions resulting in improved competitiveness, increased productivity, and revenue growth
- Process Management: Designed and implemented pragmatic process improvements that were tailored to the organization's needs, resulting in streamlined operations and improved efficiency
- Analytics: Led the culture of data-backed decisions, leveraging analytical and logical thinking skills to drive business performance improvements
- Strategic Planning: Successfully steered the function towards strategic goals of the organization by keeping the bigger picture in mind and applying the 80:20 principle
- Project Management: Successfully defined and implemented best practices for project support and documentation resulting in successful project completion within budget and P&L
- Credit, Risk & Compliance: Ensured strict adherence to procedures related to compliance, identifying lapses and taking corrective action for risk mitigation
- People Management: Led, coached, and developed a large team resulting in maximized employee satisfaction, improved productivity, and increased retention.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
I can’t understand why people are frightened of new ideas. I’m frightened of the old ones.
John Cage
Timeline
Post Graduate Program in Data Science And Business - Data Science
The University of Texas
01.2021 - 06.2021
Vice President-Customer Service Operations
Etisalat By E&
05.2015 - Current
Head of Customer Service - Northern India
Airtel
11.2014 - 04.2015
General Manager-Managed Services Center
Airtel
04.2010 - 10.2014
Deputy General Manager of Customer Service
Airtel
11.2007 - 03.2010
Sr. Business Analyst
Connectiva Systems
11.2006 - 10.2007
National Service Provisioning Manager
Airtel
04.2004 - 10.2006
Manager
Reliance Communications
11.2002 - 12.2003
Assistant Manager
Spice Telecom
04.1999 - 10.2002
Credit Officer
Transamerica Apple Distribution Finance Ltd
10.1998 - 04.1999
Executive Trainee
Golden Laminates Limited
05.1997 - 09.1998
MBA - Finance & Marketting
Shivaji University
04.1995 - 03.1997
B.Com - Commerce
Punjabi University
04.1992 - 03.1995
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