1. SAMSUL SIDDIQUI
Assistant Manager (Vodafone India Limited)
Mobile no- +919820018040 email-shamslraja@yahoo.co.in
Seeking assignments in the field of Customer Service, Operations with an organization of repute
Objective:
To apply and enhance my creative, technological skills for the best possible outcome for the
Organization, and to have a continuous growth and learning experience in my profession that would
best utilize expertise in the corporate world.
Educational Qualification:
• T.Y. Bachelor of Commerce from L.S Raheja College of Arts & Commerce (Santacruz)
with Second Class (Mumbai Board).
• H.S.C from L.S Raheja College of Arts & Commerce (Santacruz) with First Class
(Maharashtra Board).
Organizational Experience & Job Responsibilities:
Assistant Manager (CSG) Vodafone India Limited (April 2010- till date)
Operations (Activations)
Job responsibilities: (Operations & Compliance to Business):
Managing Term Cell & TRAI Audits which are highly sensitive in nature, Managing all
VTM (Vigilance Telecom Monitoring) related activities, maximized the Compliance rate
of documents audited by VTM to more than 99.5 % (Best PAN INDIA) resulting into
Cost saving for the company in terms of penalty levied by VTM office for Non-
Compliant documents.
Service Partner & associated manpower Management with strength of approx. 40
Supervisors.
Managing Compliances related to Data Reporting, Foreign Nationals, >9 Bulk
Subscribers, PRI, FLD & NON FLD Operations, Assignment of Rights to Retailers for
Activations, 6 Monthly PV & Quarterly User List collection processes as per DOT
Guidelines.
Managed Mumbai Circle Re-verification Drive for Prepaid, Post paid, IOIP, HNI &
COCP Accounts.
Managed Post-paid & Prepaid FA operations for Mumbai circle. Managing a Team of 5
members for more than 3 years with efficiency and Zero attrition who are Direct
Reportee’s.
Handling escalated queries/complaints from Sr. Management/Legal/Regulatory
Bodies/LEA’s etc.
Conducted Training’s related to Products & Processes all across Mumbai circle for
Retailer’s / Distributors & Circle teams thereby sharing knowledge with all Stakeholders.
2. Proactive & Effective steps to communicate/translate changes related to
Regulatory/Corporate Guidelines.
Developing, implementing and transitioning processes based on Voice of Customer.
Overseeing process improvement initiatives through system changes, role changes,
process realignment/ redefining & efficiency productive management.
Developmental:
Projects – Corporate and Circle
Projects – cross functional
Team training and motivation
Team development
Drive change with simple and effective processes.
Simple and Effective Market & Customer Communication
Stakeholder Management:
Support to POS, VBS, Enterprise & all Cross Functional Teams
Liaison with Nodal, Legal, IT & BO to deliver better compliance & FTR’s
Quality & Process Compliance:
Designing quality procedures and parameters.
Ensuring that the team is updated with the latest Process Updates and 100% adherence
Taking initiatives through various programs that the team members adhere to all the
policies and procedures.
Assessing customer feedback, evaluating areas of improvements with regular scientific
analysis for evolving newer growth patterns of the brand.
Projects undertaken:
Re-verification Drive for IOIP, CONSUMER, SME, COCP, LMCOA & HNI Customers with
ease.
Played a Pivotal role in Post-Paid & Pre-paid Activation Applications (IPOS to CPOS & CRS to
UPSS) Migration.
Setup & Implementation of KYC Norms by Department of Telecommunication vide Regulations
enforced 09th
Nov’2012 onwards.
Was an Integral Part in the Set up of A1 Model, thereby extending the Document Processing unit
at POS reducing Activations TAT & in turn Revenue Enhancement.
UAT & Alignment of Data Reporting to Department of Telecommunication & Telecom
Regulatory Authority of India.
Clean up of the >9 Bulk Base in alignment to DOT Guidelines.
UAT & FA Operations made live for PRI, FLD & NON-FLD Products.
Cleansed the Entire Base of Retailers (Mumbai) with RIU Rights.
Currently Working on FTTH project for Home Broadband & Landline Services.
Aligned the Process for 6 Monthly PV & Quarterly User List Collection from Bulk COCP
Account.
3. Team Assist (Vodafone Store) Talent Quest Solutions (Feb2010-April 2010)
Front Office Vodafone Essar Limited
Job responsibilities:
Achieving Monthly Sales, Retention, Quality & Customer Service Targets thereby enhancing
company Revenue.
People Management including Staff & Customers.
SPOC for any queries related to Customer Complaints, Requests & Closure of Sales.
Achievements: Achieved Monthly Assigned Sales, Retention & Quality Targets. Achieved highest
numbers in terms of %age for a particular Store in a 2 month tenure at the store.
Customer Service Executive (Talent Quest Solutions) (Nov 2007 - Feb 2010)
Front Office Vodafone Essar Limited
Job responsibilities:
Managing all types of customers walking in the Stores.
Convert Prospects into customers, handling customer queries from activation to
disconnection.
Managed Store in the absence of Manager as an Acting Team Assist.
Achievements: Achieved assigned Sales & Retention target for 17 consecutive Months at Retail
POS.
Personal Details:
Date of Birth: 30th
May 1982
Languages: English, Hindi, Marathi.
Email: shamslraja@yahoo.co.in, samshul.siddiqui@vodafone.com
Mobile no: 9820018040 / 9930118119
Address: 208/2, Building No – M1, Shaan Chs, Daulat Nagar Plot No – 3
Relief Road Extension, Santacruz West
Mumbai – 400054
• References: Available on request
Samsul Siddiqui