Rupesh Chandrakant Pawar

D-105, Saptasur, DSK Vishwa, Dhayari Off Sinhagad Road Pune

411041.
Phone: +91 7058000061
E-mail: [email protected]/
[email protected]

Seeking assignments at responsible position in Customer Service Delivery, Regulatory Statutory Compliance, Customer
Service Operations and Management in the Telecommunication, Home Care-FTTx, ISP, IT, Digital Service, Banking- Financial
Sector- Industry with an organization of repute in pursuit of excellence.

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Objectives: Career Objective:

“Achieving starts with a dream. The roots of true achievement lie in the will to being the best that you can”

“To work in a highly innovative, creative & an exciting workplace that expands my career vision and knowledge horizon”.

Education:
BBA (Bachelor of Business Administration) Marketing (2000) (CSM-IGS) (First Class with Distinction)
BA (Bachelor of Arts) Economics-Statistics (2001)( Pune University)
MCM (Master of Computer Management)(2003) ( Pune University) (First Class with Distinction)
PGDBM (Post Graduate Diploma in Business Management)(2013) ( Pune University) (First Class with Distinction)
MBS- Masters in Business Studies (2014) ( Pune University)(First Class with Distinction)
Personal History
DOB: 22 March,

 Married, having daughter Gargi (12yrs) and Son Neil (4.5 yrs)
 Hobbies: Football, Cycling, Tracking, Travelling.
Achievements:
 Expert-Domain Knowledge (TELECOM INDUSTRY)with expertise in Documentation- Caf Management, TERM
Management, Acquisition, Credit and Risk, Bad Debts Collections and Sales Management, FTTx- JioFiber
domain expertise, Product testing. and launch, implementation from project to Commercial phase. Jio Fiber
Care Head- State.
 Played an instrumental role in Bharti Airtel Limited, in Customer service Delivery, Received excellence award
for contribution to the Organization goal from Sunil Bharti Mittal (CMD- Bharti Airtel Ltd)-2004-05.
 Awarded for Extemporary contribution in the growth and success of the organization by “Mr. Jon Fredrick
Baksas (Global MD, President & CEO-Telenor Group), Sigve Brekke (MD-Operation Head India and Asia
Telenor Group)” and Ritesh Singh CBH M&G, in November 2012.

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Experience:
Jio-Fiber Care Head- State MnG (Oct 2018 – till date) Reliance Jio Infocomm Ltd . (Pune Maharashtra)
 Responsible for ensuring control on customer interactions and overall customer service delivery for FTTx
vertical for M&G (COPC, CPC , CSAT, SR-WO SLA, WO Schedule adherence.)
 Responsible for Customer installations, Service Field visit, Modify-change request execution.
 Overall Team management of 4 State Team managers, 35 Master Supervisors,35 Onboarding Leads, 190+ Field
Engineers- support team members.
 .Responsible for Process adherence and enhancement of experience across all frontend touch points (Stores
250+),training and execution of service delivery parameters with TAT adherence.
 New town launch end to end execution. Process alignment execution for smooth operations to ensure service
delivery on field, reduce COPC, CPC and enhance CSAT.
 Installation and repair ( Maintenance Service delivery) Driving Home Connect function’s field team to ensure
smoot execution of WO-assigned Task on field in pursuit of Customer service delivery, enhancement of
customer experience and satisfaction.
 Managing execution of Escalations Social Media, TRAI- Appellate, Top Mgmt. cases close looping with RCA.
 Responsible for Churn and retentions Service assurance.
Service Head Mobility- State MnG (Aug 2015 –Oct 2018)
Reliance Jio Infocomm Ltd (Pune Maharashtra)
 Responsible for Customer Interactions, overall Customer Service Delivery for Mobility business for MnG.
 Complaints Management on Network , Service Delivery, operations. Ensuring execution and closure of
network related complaints.
 Device complaints at Service centers. ( RCA for overall complaint reduction.)
 All front end touch points training and execution of Service delivery parameters with TAT adherence. All front
end touch points(Stores 500+) training and execution of Service delivery parameters with TAT adherence.
Ensuring Escalation matrix is strictly followed close loop at levels as per (SOP).
Appellate-Member for Maharashtra and Goa: (Aug 2015 –Oct 2022.)
Reliance Jio Infocomm Ltd (Pune Maharashtra).

 Responsible for execution of TRAI compliance on Customer Complaints, Escalations, TCCPR registered.
 Execution of CEW-COP, Calibration with CAG Member-TRAI representative ensure statutory compliance.
 Conducting, execution of COP-Service Camps and ensuring statutory compliance as per TRAI guidelines.
 Documentation of TRAI- Appeal and complaints close looping.
 Representing Jio at TRAI- DoT meetings in pursuit of organizational interest.

Nodal Officer –Term Manager -Customer Acquisition Onboarding Experience Lead.(May 2010 –Aug 2015) Telenor India
(Pune- Mumbai)
 Nodal Officer-SPOC TERM DOT Cell for Telenor, SPOC for Inter operator Meet, MNP.
 Responsible for VTM/ TERM- DOT, Circle Documentation and Nodal Compliance M&G.
 Nodal Officer Maharashtra & Goa for redresser of Customer Grievance(2010-2012)
 Responsible for ensuring statutory Compliance TERM Cell, TRAI, DOT Reports Compliances & coordination
Inspections, audits, reviews, data base compliance

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  Resume: Rupesh Chandrakant Pawar

 Responsible for CAF- documentation Compliance (Initiation of Lean Caf Process as an automation of CAF-
Documentation) implementation of NAP (New Activation Process) training & implementation across Circle.
 Responsible for CAF- Documentation Management process Compliance and CAO- Management for State.
TERM Manager- Documentation- Warehousing Lead - State MnG (Dec2006 –May 2010) TTML- TATA DOCOMO (Pune,
Mumbai Maharashtra.)
 VTM/ TERM- DOT and Circle Documentation:
 Nodal Officer TERM compliance.
 Circle documentation, Customer Acquisition, Credit and Risk -Service provisioning, Warehousing and AVCV
Management.
 Prepaid Acquisition –Documentation Verification Process M&G Circle)
 Customer Service Manager (Pune Area.)(OE-CV Postpaid & Prepaid, Documentation, Bill delivery- SMG
Functions) (Dec’2006-Sept 2007).
(Lead Recovery Control-Collections-Legal) and Customer Service Mgr. (Collections, Retention & Customer Service
Delivery )Maharashtra Feb 2003- Dec 2006) Bharti Airtel Ltd. (Pune, Mumbai, Aurangabad, Maharashtra.)
 Responsible for Active & De-active Allocation to the regions & agencies
 Responsible for payouts processing of collection Agency (Mah & Goa)
 Responsible for communication -Letters, Reminder letters dunning of the customers. (Post & pre suspension
Communication).
 Responsible for Recovery Control outbound tele-calling: Cheque bounce process, legal tele-calling process,
sending notices u/sec 138 of N.I. Act, filing of complaints in the court of Law.
 Responsible for legal debt collections process from higher bucket, sending of legal notices & demand letters
to the defaulters & filing of complaints in the court of Law u/s 420 if IPC.
 Responsible for Customer Service Delivery for Nashik, Aurangabad, Pune, Satara and
Ahmednagar.(Collections, Retentions, Customer Service delivery at Stores- touchpoints.
Skills: Telecom product Launch Experience.( Airtel, TATA DoCoMo, Uninor- Telenor, Reliance Jio).

 Process Management, Operations Management, Project Management, Customer Relationship Management.

 Quality Assurance& Credit & Risk Compliance Management, Team Leadership & personnel Management.
 Regulatory Compliance DoT TERM , TRAI Compliance Nodal- Appellate Officer.
 Service Operations- Complaint Management.
 FTTx-Optic Fiber Installation and repair- Maintenance Service Delivery.
 FTTX – Fiber customer Life cycle management.
Computer Application skills and Proficiencies:

 Extremely familiar with all Desktop applications, particularly packages like Microsoft Excel, Word &
PowerPoint. Crystal Reports.
 Working Knowledge of C, MS Access, Software Design Tools like VB, Oracle, and SQL. ASP

Rupesh Chandrakant Pawar

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