ORTEL COMMUNICATIONS LTD, Bhubaneswar 2005-Present (A Triple Play Convergence company providing Video, Voice and Data in HFC network) Manager-HR and Head (Quality Management System), Bhubaneswar 4/2009- Present As Head (QMS) Drive process standardization/documentation initiatives across the company. Align all the discrete processes and operations into a structured Quality Manual, training of process owners on QC tools, implementing the best practices across the Multiple Business units. Driving and mentoring improvement projects based on Six Sigma concepts. Facilitating the transaction to ISO 9001: 2008 for existing certificates and assisting multiple business units in perusing ISO 9000/9001 certifications, designated Corporate MR for ISO. Analysis and reporting of process performances, strategizing for higher performance. As Manager (HR) Key Recruitments planning and Headhunting, meeting the requirements in time. Implementing performance improvement initiatives by training need identification and organization of trainings session for different groups on skill-set, motivations and leaderships. Conceptualizing and designing new initiative programs to other domains like Sales, Service Operations, customer Retentions and employee Retentions (ex. intergroup competitions models for marketing, mentor-mentee program HR, NOAC and Poko-Yako for Service Operations etc.) Branch Head and Manager (operations), Sambalpur (80+ employees) 2/2007- 4/2009 CTC: 8 Lakhs. Prime responsibilities include designing data and video communication systems and monitoring their installation and performances. Specific interventions: (Also Corporate MR for ISO process) Taking care of Subscriber Life Cycle Management on Value added services staring from Acquisition, Revenue Enhancement, Churn Management and Retention through range of Products, Services and Activities - from Conceptualization to Launch AOP (Annual Operational Plan ) / Annual Budget planning and articulation BTI (Brand Track Index) monitoring and efforts to keep it moving it upwards Regulatory Filing and follow-ups for consumer and Getting tasks carried out by Cross functional Teams from Project Engg, IT,Service, Materials, Finance, Collection,Sales and Marcom Handling a Team of 80 manpower with 5 Assistant Managers. Handled both Prepaid Internet as well as CATV for the entire period. Established the analytical models and Matrices in all verticals and service processes. Identification of KPIs and training of SIX SIGMA concept across functions. Limiting Churn and developing Retentions marketing strategy (by micro-segmentation, profiling thro use of Predictive models) Introduced the concept of Business Scorecards for Performance Reporting and amendment of QMS for ISO 9001. Managing SLA, service requests, activation. Call center Management and process control, supervising the market research. Identified the Credit and Collections constraints and FRAUD control. Key Accomplishment: Rated as Exceeds Expectation revenue growth in the range of 8-10% month-to-month. DATA ARPU increased 10% over a period of a year by scheme redesign, up selling activities. Managed to revitalize SMS Service for Data services. Reduced churn from 40% to @ 20-22% in a year by integrating process interfaces and providing increased service delivery CATV: 99.75% and Broadband: 99.50 % uptime, resulting excellent customer satisfaction. Current Business Process and Service delivery Process redesigned, process parameters are measured thro CRM and ERP and ISO Certification of Branch. Business Scorecard became the tools for comparing Branch Performance MTM. Commercial Head, Rourkela 5/2006- 2/2007 (Responsible for Customer Service, Collections, Sales, Churn, retentions, MIS and MR for ISO process) Key Responsibility: Customer acquisition and Revenue Enhancement through different means. AOP (Annual Operational Plan ) / Annual Budget planning and articulation Carrying out CATV and DATA Bundling, Site Planning and New Project/Town Launch Data Reduction Cost in all business transactions (sales, collections and Service Delivery)