Madhavi Kubal Contact: +91 9819994027 / 9820018731

madhavi.kubal@yahoo.com

Objective

Enterprise Service To work for an organization possessing intellectually sound and

Management stimulating workplace, and emerge as a well-informed and rational
decision maker to facilitate the development of the organization.
People Management,
Achievement Oriented Team PROFILE SUMMARY
Leader
 13 years of opulent experience in Enterprise Account Management,
Channel Development & Management and Team Building/People
Revenue Driver
Management in Telecom.

Transcendence in managing  Currently working with Vodafone Idea Ltd., as National Service
existing accounts Manager – Enterprise Business.

Sound Knowledge of service
management through Channel
/Vendors
Transcendence in Analysis and
Problem Solving
Sound Judgement & Decision
Making Skills
 Dexterous and well experienced in building and managing teams to
maintain desired revenue growths.
 An effective communicator with honed analytical, problem solving and
people management & Account Management skills.
 Proficiency in supervising and monitoring the performance level of
Service Staff of channels for ensuring superior customer service and
accomplishment of revenue targets.

Persuasive Communicator

Core Competencies

Key Account Management

 Consistent success in maximizing corporate performance, driving growth, generating revenues and
capturing market share from existing accounts.
 Adept in developing and ensuring customer satisfaction by maintaining excellent TAT and
standard service quality norms for delivery.
 Analysing the changing business trends and assessing the impact on key accounts.
 Liaising with internal cross function department to proactively create best fit offers.

Churn Management

Driving strong relationships with accounts through monthly Service review, cross selling fixed line &
other non-mobility products. Proactively offering best fit offers as per their spend analysis & needs
thereby increase stickiness, which helps in reducing churn.

NPS

Improving Net Promoter Score through CXX (Customer Experience Excellence) program, creating a
WOW experience through every interaction. With customer first attitude, offering best connectivity,
best fit plans or cost effective solutions suiting their business needs. Increasing brand loyalty by
offering differential service experience, inviting for business engagement programs and updating
them on new technology. Empowering customers to fulfil their requests in a short span of time
through self-help medium.
Business Development
Managing existing accounts to ensure business sustainability and maintaining relationships
with customers to achieve repeat/ referral business.

Channel Management

Directing channel team through regular feedback and training their agents to deliver prompt
service, improve NPS, control churn and enhance revenue through non-mobility business or
referral business.

Consultative Services Engagement

Providing consulting services to existing customers with reference to their business needs
and help them to be digitally ready to compete and enhance their efficiencies. Recommend
them to adopt our technology solutions like IoT, Super IoT, Cloud solutions (email, hosting,
co-location, and cloud telephony), SIP, Fixed line data & fixed line voice with our ready
business digital survey.

Organizational Experience

Vodafone Idea Ltd. (May 2006 – Till date)

Current Role National Service Manager-Enterprise Business

Duration Designation Roles Summary

Jan 2016 to Till date National Service Manager Key Accounts, FSM & Virtual
Jan 2011 to Dec 2015 Zonal Service Manager Key Accounts, Channel, FSM & Virtual
Jul 2009 to Dec 2010 Executive RE Desk-Consumer & Small Enterprise
Jul 2008 to Jun 2009 Executive Fast Track-Consumer
Jul 2007 to Jun 2008 Executive Complaints-Consumer
May 2006 to Jun 2007 Executive Retention Assist-Consumer

Key Responsibilities:

 Drive core business by winning in our market place (Focus on Company financials)

Churn management through. Building strategies to control mobility and non-mobility (fixed line
data, fixed line voice, cloud, analytics) churn by pre-tempting and protecting the subscriber base
& revenue base through proactive measures like monthly service review, working on customer
VOC and providing prompt and differential service by involving cross functional team & cross
selling and upselling technology products & services.

 Drive the Customer First agenda (Focus on driving Customer Experience Excellence)

Interacting with Small & Medium Enterprise to understand their telecom requirement and provide
suitable solutions to their requirement through our service offering.
Ensure strong business relationship with existing accounts by continuous interaction and proper
resolution of their grievances.
Interact with other teams within organisation to translate opportunities in business.

 Cost Consciousness , Operating Efficiency and leveraging scale benefits

Upselling industry specific non-mobility products to emerging enterprise.

Ensuring increase in data & other non-mobility revenue through various corporate schemes and
incentives programs for channel team, FSM & Vertical desk team.
Promoting Go Green service and self-help mode for corporates to reduce logistic and transaction
cost.
 Academic Enactment

 Diploma in Computer Programming from NIIT in Year 2002 with Grade 1.

 B.Sc. (Maths.) from Mumbai University in Year 2002 with Second Class.
 XII from Maharashtra State Board in Year 1999 with Second Class
 X from Maharashtra State Board in year 1997 with First class.

Personal Details

Date of Birth : 12th January. 1982

Language Proficiency : English, Marathi & Hindi
Marital Status : Married
References : To be furnished upon request

Date:
Place: Mumbai