SUDIP SAHA
Current Location: Mumbai, Maharashtra
Contact: +91 9029001689
+91 9038099867
E-Mail: sudip.sahas@gmail.com
Linked In: in.linkedin.com/in/sudipsaha
SKILLS
 Direct Marketing - Lead Generation
 Database Administration - (Customer
Profiling)
 Business Development ,
 Customer Life Cycle , Customer
Relationship, Support Service, Large
Projects and P&L Management
 Service Marketing - (Retention,
Collection, Operations)
 Call Centre, Inbound & outbound
Operations, Agency Management
 Analytics & MIS –
 Customer Engagement & Loyalty –
 CSAT & Consumer Studies -
 Market Research & Sizing -
AWARDS
 2014-15-16, National Award & Trip to
Lanka, Mauritius for KPI performance
 2010-14, Several Star Awards
 2007-08, Employee of the Year Recog
 2006-07, National Award as best CRM
 2005-06, Best Performer Certificate
PROJECTS
Centralized Customer Database – To
establish Lead generation Tool and
Source of leads into a complete Data
Repository for Prospect and Existing
customer base. Redesigned the
Current manual process into more
robust, automated and secured.
a. Role – Project Manager (SFDC)
b. Budget – 2Cr +
c. Current Status – Under Development
Call Centre setup for U&R – A Pilot
project/process, Creating SOP and setting
up of Lead Generation Engine for
Campaigns and U&R activities.
a. Role – Leader
b. Budget – AOP 8.43 Cr
c. Current Status – 115% Rev Achieved
Bad Debt Reduction – 22M to 4.5M in
seven Months
EDUCATION
Executive Prog in Business Management
2009 IIM, Kolkata
Diploma in Business Administration
2007 ICFAI, Kolkata
Bachelors in Information Technology
2003 Manipal University
With strong Telecom expertise and comprehensive experience of 12+ Yrs, I have
PROFILE
been Proficient in managing & motivating teams for running operations & extensive
exp of developing procedures, service standards & operational policies for business
excellence. Known for excellent interpersonal, communication & organizational skills
and proven abilities in team management, CRM and Database administration.
EXPERIENCE
Lead – Direct Marketing, Tata Tele Services Ltd, Mumbai (HQ)
Jun 2014 - Present
 Primary responsibility is to drive daily operations and generate revenue from New
Acquisition and Cross sell and Up Sell through Agency Setup and Regions
 Leverage Field Marketing activities into qualified leads subsequently generating
Revenue from Gross/Nett additions
 Demonstrates leadership ability in driving profitable agency growth and new
business/product development.
 Leverage data analytics and thought leadership to identify market opportunities and
new revenue streams.
 Hiring, Training and mentoring Agency team and In-house resources, with an emphasis
on the basics of the technology, industry, written and verbal business communications,
and application of analytical frameworks
 Nurtured relationships and negotiated services contracts with upstream research
services suppliers for data collection (primary research surveys, focus groups) and
related knowledge-based services
 Focus on Project and Team Management, Client Relationship Management and business
planning, Optimization of Budget & resources, 3rd party Audit etc
National Lead – U&R (Service Marketing), Tata Tele Services Ltd, Noida
Jan 2013 – May 2014
 The primary responsibility was to set up and monitor Outbound and field agencies for
the entire Enterprise base
 Design Strategies and Working closely together with Regional colleagues to execute
U&R programs and develop value proposition for customers
 Responsibility for providing advice to Product Marketing on available coverage &
capacity, likely pricing, potential coverage enhance & market progress within scope
 Building process mechanisms to analyze campaign efficacy, on time publication of
dashboards, Analytics and release of implementable ideas, Process Improvement &
Automation
 Monthly regional and top customer visit on Revenue Growth & Decay
 Drive Loyalty programs to control Decay (Revenue Loss)
 **Driving Current Service Enablement carried through the channel partners led by BRM
DY Manager – CSD, Tata Tele Services Ltd, Kolkata
Jul 2010 - Dec 2012
 Laying Service Level agreement with other factories, adhering to SLA, weekly meetings
based on perform tracker.
 Training & monitoring the performance of the team members to ensure efficiency in
service operations and meeting of individuals & group targets.
 Worked on internal knowledge base and delivery methods
 Conducting meeting with the clients and designing or streamlining processes to ensure
smooth functioning of service
 Monitoring retention & collection activities, implementing effective strategies to
maximize collection and accomplish revenue targets through up-selling
 Conducting service camps and monthly escalation points for the customers which also
led to New acquisitions and up selling of product and services
 Drive monthly targets for Retention, Value Added Service & Revenue Churn through
Loyalty Programs
Lead Appellate & Nodal – PMO, Uninor, Kolkata
Jan 2010 - Jun 2010
 Part of the Kolkata launch wherein my contribution was into Developing and
implementing processes for service operation function which included Complaint
Management/ Nodal/ Corp Communication etc
 Implementing & delivery of CAF management process in lieu with activation & Dunning
 Was the Single point contact for Nodal & appellate
 Post launching the Kolkata Circle, was part of the UP Circle to replicate the same process
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CORE COMPETENCIES
Operations Management
Framing work direction and plan for
the associates after thorough
assessment of their capabilities.
Validating & presenting various monthly
MIS reports pertaining to
process/productivity.
Reviewing & ensuring all process notes &
SLA’s with various departments are in
place.
To enhance the value of customer through
increased utilization of services already
rendered.
Process Management
Monitoring the overall functioning of
processes, identifying improvement
areas and implementing adequate
measures to maximize customer
satisfaction level –
Mapping business requirements and
implementing processes in line
Customer Relationship Management
Serving as a single point of contact for
the client for escalations.
Ensuring continuous interaction with
the customer to make sure that area
of concern can be worked upon for
improved service levels.
Setting out quality standards for
various operational areas, ensuring a
high-quality customer experience
while adhering to the SLAs for their
services.
Team Management
Managing team functions
Leading, mentoring & monitoring the
performance of team members to
ensure efficiency in process,
operations and meeting of individual
& group targets.
Formulating training programs to suit
the dynamic environment & enhance
efficiency.
Brainstorming and Knowledge sharing
among the group
EXPERIENCE
Asst Manager – Customer Service Delivery, Airtel Enterprise Service, Kolkata
Oct 2006 – Dec 2009
 Driving Enterprise Collection for the region for Data and Broadband customers with
Monthly billing of 22M and above.
 Manage Vendor performance in line with the agreed terms and conditions as per the
contracts
 Responsible for life cycle management of customers with team and cross functional
support.
 Responsible for effective churn control strategies
 Responsible for Service provisioning and De-provisioning under the Service Operations
vertical
 Managing all corporate clients, dealing with customer issues and resolving their
concerns
 Responsible to manage SI (system integrators) for installation and fault repairs
 Responsible for overall churn and customer satisfaction scores for the circle
 Define and implement strategies for effective customer relationship management for
enterprise and large account customers.
 Developed feedback or complaints procedures for customers
Team Lead – CSD, Tata Tele Services Ltd, Kolkata
Jan 2005 - Oct 2006
 Responsible for Prepaid Operations for Kolkata
 Responsible for the transition of the existing TATA Indicom CDMA process and launch of
Tata Docomo in Kolkata and RoWB
 Responsible for Order Fulfillment, CAF Management and AVCV activities for the circle
 Monitoring of the verification process of customers acquired according to company
policy.
 End to end operations responsibility for the region from pickups, KYC, OE, QC scanning
and warehousing.
 Engaged with the Outbound team, Imparting training on new updates and solutions for
FTR Cases and techniques to satisfy customer at one short
SME – Yahoo Process, Accenture, Bangalore
Jun 2003 - Dec 2004
 Part Handling the U.S based Popcorn process, providing technical support to SBC Yahoo
Customers in U.S.
 Resolving technical complaints pertaining to Internet Connectivity and SBC Yahoo Email
Id's
 Serving as Supervisor, leading a team of 15 members & providing them Technical
Guidance// Maintaining Daily Statistics about team members.
 Part of Core Batch, the pilot process
PERSONAL DOSSIER
Address: Languages Known: English, Hindi, and Bengali
Date of Birth: 17th April 1982
Temporary – Mumbai, Maharashtra
Permanent – Kolkata, West Bengal Alt no: 9038099867
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