Rinirose Simon
OPERATIONS MANAGER
Dubai
Summary
Dynamic business management professional with a Lean Six Sigma Green Belt certification and proven expertise in Operations Management and Client Relationship Management. Experienced in managing Operations for both Customer service and Collection verticals, for leading telecom companies. Skilled in leadership, strategic planning, and problem-solving to drive company success.
Overview
7
7
years of professional experience
5
5
Certifications
Work History
Agency Manager – Customer Experience & Collections
Bharti Airtel Limited
03.2024 - 08.2024
- Experienced in operations management, with a proven ability to lead teams, enforce SOPs, manage audits, and drive performance, ensuring all deliverables meet customer service and financial targets in a fast-paced, customer-focused environment
- Enhanced collection efficiency for Retail and Enterprise segment customers via effective agency management (Contact Center) and minimized bad debt
- Optimized Customer Lifecycle Management process and acted as the primary point of contact for Corporate customers
- Recruited trained, and mentored a high-performing team of 20+ associates (tele calling and field) , fostering professional growth and business development.
- Optimized resource allocation by monitoring associate productivity levels and adjusting staffing as needed for maximum efficiency.
- Leveraged the team’s strengths to minimize billing-related complaints for improved Customer Service delivery
- Handled Incident Management by ensuring timely and effective resolution of incidents to minimize downtime and impact for clients
Operations Manager – Credit & Collections
Vodafone Idea Limited
12.2018 - 10.2020
- Monitored operational activities of multiple collection agencies for 0-365+ bucket Retail Mobility collections across three districts.
- Managed Rs. 4 Cr in monthly billing for nearly 1.60 lakh retail postpaid customers.
- Build and maintain strong relationships with key stakeholders for better base management.
- Achieved budgeted monthly Collection targets & Bad Debt reduction in the retail segment.
- Collaborated with cross-functional teams to resolve client issues and drive alignment, thereby enhancing service delivery.
Relationship Manager – Store Operations
Vodafone Idea Limited
05.2017 - 12.2018
- Managed operational activities for seven sales/service centers, serving over 12,000 Retail postpaid clients across Kottayam and Idukki districts.
- Partner closely with cross-functional teams and engaged proactively with sales team to identify opportunities to cross-sell and up-sell retail SME and corporate services.
- Cultivated relationships with key client stakeholders as a part of Key Account Management to improve Customer Success management;
- Handled Incident Management by ensuring timely and effective resolution of incidents to minimize downtime and impact for clients
- Lead Root Cause Analysis (RCA) on escalations and driving discussions with the customer.
- Analyzed data-driven insights and implemented changes to enhance operational efficiency.
Education
MBA - Operations, Marketing
Amrita School of Business
08.2017
B. Tech - E.C.E
Karpagam Institute Of Technology
08.2014
Skills
Client relationship management
Certification
Currently pursuing Google Project Management: Professional Certificate, Coursera
Accomplishments
- Initiated and executed a data-driven rollout of a new store location, successfully acquiring 2,500+ clients and generating Rs. 1,000,000 in monthly billing.
- Replaced underperforming stores with higher-performing locations, improving overall client base and operational outcomes.
- Streamlined team operations to boost collection performance from 90% to 94% in zero bucket collections within 4 months.
- Consistently ranked among top performers in Kerala Circle for national projects, achieving high collection and low bad debt rates.
- Led Circle Level Project - Digital Saga, contributing to a 26% increase in online payments and brand enhancement.
- Reduced involuntary churn by 0.28% over two months through focused retention efforts.
Internship And Projects
- Internship at CIRCOR Flow Technologies, 2016, Worked on (i) ISO Documentation of key functional processes, (ii) Plant layout analysis using 'LEAN MANAGEMENT' techniques thereby increasing the efficiency of manpower significantly, and (iii) Internal Client Survey Analysis using both online and in depth interviews
- Accessible Display Design To Control Home Area Network, 2014, Involves controlling various Home Area Networks using Smart Devices (Smart phones/Tablets) with the help of Bluetooth enables control
Skills
- Client relationship management
- Data Driven Decision Making
- Team management
- MS Office proficiency
- Lean Six Sigma
- Key Account Management
- Operational Leadership
- Strategic Planning
- Stakeholder Management
- Retention and Churn Management
- Problem Solving approach
- Process Improvement
- Customer Success
Timeline
Agency Manager – Customer Experience & Collections
Bharti Airtel Limited
03.2024 - 08.2024
Operations Manager – Credit & Collections
Vodafone Idea Limited
12.2018 - 10.2020
Relationship Manager – Store Operations
Vodafone Idea Limited
05.2017 - 12.2018
B. Tech - E.C.E
Karpagam Institute Of Technology
MBA - Operations, Marketing
Amrita School of Business