Experience in managing Customer Service and Business support in Pay TV and Telecom industries for over 18 years. Proficient in leading large, geographically dispersed teams and agencies. Expertise in talent acquisition, development and engagement thereby increasing resource productivity and retention. Talent for conducting in-depth customer satisfaction surveys for significant consumer insight, resulting in superior customer service experience, bringing the organisation and consumer closer. Adept at leading critical business functions’ stakeholders, like Finance, Sales, Marketing and IT, to constantly and cohesively work towards achieving the desired goal of the group through managing conflicts. Gained reputation as a change agent with the ability to analyse issues, influence process improvements and incorporate business process outsourcing initiatives to increase efficiency and profitability of the vertical.

General Manager - Customer Service Delivery & Business Transformation @ Engaged to create blue-print, implement, manage and develop the Customer Service function in the Pay TV industry for 11 million Pan-India subscriber base. Appointed Pan-India service team, growing from a single-member to 120+. Evaluated, appointed and trained competent vendor partners for CRM implementation, Call Centre Operations and Technology, Telecom service and Document Management System. Devised process implementation and improvement plans for effective and faster resolution of customer issues. Operational •Reduced turnaround time for resolving complaints by improving FTR from 40% to 60%. •Increase customer satisfaction from 60% to 85% •Carried out detailed analysis of complaints, for root cause correction Call Centre Management •Quality -Reduced AHT from 7 to 4 minutes •Training -Provided On-boarding and Refresher training for Trainers, CSRs and Process Managers for process adherence -Recommended performance linked re-training for optimum resource utilisation •Process -Managed attrition by a continuous process of hiring, training and engaging buffer -Increased productivity of CSRs by 15% Strategic •Implemented Customer Satisfaction surveys •Set-up Customer Interaction centres for faster and face-to-face resolution of customer issues Commercial •Managed P&L of Customer Service vertical by a process of continuous review of cost of service delivery Team Management •Managed team of 120+ executives •Trained Sales force on Product, Service and Soft Skills Technology •Analysed, evaluated and implemented contact centre technology (CRM, Toll-free, ACD, IVR) for Inbound, Outbound and Back-office processes •Implemented service efficiency by introducing self-service options Change Management •Implemented cross-functional process automation by conceptualizing, designing and installation of the CRM •Conceptualised, evaluated and implemented Document Management System for effective management of customer data and information From March 2007 to Present (8 years 10 months) Head - Customer Service Delivery @ • Customer Life Cycle Management;  Order Fulfillment–Facilitated order fulfillment to ensure activation within SLA to create service delight.  AV/CV and Installation – Monitored customer verification and installation within SLA.  Billing – Ensured timely delivery of bills to customers for timely realization of revenue.  Collection – Managed collections of upto < 90 days of bill, of 3 crores per month.  Complaint Management – Ensured resolution for all complaints within SLA to improve C-Sat.  Retention & Churn Management – Designed and implemented plans and schemes to retain customers and minimise churn.  Quality – Ensured service quality through “Mystery Shopping” and random call barge-in. • Enterprise Account Management– Enhanced customer Delight for Corporate accounts (Taj Hotels, British Council, German Embassy, Titan, Whirlpool - to name a few) through resolution of long standing unresolved queries, running Loyalty programs (movie shows, exclusive helpdesk) and Service Camps. • Agency management- Managed collection agencies by a process of review and site visits. From July 2004 to February 2007 (2 years 8 months) New Delhi Area, IndiaSenior Manager – Customer Service Operations @ From April 2002 to April 2003 (1 year 1 month) New Delhi Area, IndiaManager, Customer Service @ From November 1998 to April 2002 (3 years 6 months) New Delhi Area, IndiaSenior Executive (Customer Service/Marketing) @ From July 1994 to November 1998 (4 years 5 months) New Delhi Area, India

Mini Kohli is skilled in: Team Management, Change Management, Conflict Management, Decision making, Ability to work under pressure to meet deadlines, Problem Solving, Multi-tasking, Cross-functional Team Leadership, Management, Training, Call Centers, Business Process, Process Improvement, Sales, Customer Satisfaction, Telecommunications, Strategy