Rajesh Sonar

Email:rajesh.sonar103332@gmail.com Phone: (M) 9848002374/7020023980

S.N. 29/A, c/o Katore V.R. “Durwankur”, Bhimashankar Colony, Pimiple Gurav, Pune, Maharashtra – 411061.
A skilled Professional with 25 years performance driven successful years having Strong
Communication & Managerial Skills. Excellent Computer Skills and specialized in Sales &
Marketing/Customer Care/Customer Service/Client Relations/Client Service/Call centre/BPO
(Voice/Non-Voice Process). Strong Team Player with 15 years of Experience in Leading Telecom
sectors across the Nation. Overall 20 years of experience in various Telecom Industry.
 Service-oriented. Motivated to work efficiently without direct supervision in busy environment.
Flexible to changing priorities. Learns new skills rapidly.
 Strong interpersonal skills and a team player. Interact positively with a wide range of people;
considerate, compassionate and accepting.
 Understand and carefully follow instructions. Pay strict attention to set standards and guidelines.
Gather information before making decisions. Accept responsibility for accuracy of work.
 Recognized throughout longstanding career ability to ….while overseeing multifaceted office
administration procedure drive systematic Organizational and People strategy management, Team
management. & Analytical skills. Experience spread across Telecom Industry.
Have worked with companies like Aptech Computer Education, Indus Networks Ltd, Idea Cellular Ltd, Tata
Tele service Ltd, Telewings Communication Pvt. Ltd. Known as Uninor, Telenor Group & Bharti Airtel

PROFESSIONAL FRONT
 Team builder, Problem solver, result-oriented and highly organized with
Telecom strong business acumen.
 Demonstrated leadership in development and implementation of new
Customer Service operational policies and procedures.
 Good interpersonal, leadership and analytical skills.
 Exceptional communication and presentation skills.
SPA
 Self motivated and self disciplined.
 Flexible and ready to work under extreme stress and fast changing
Audit/Quality environment.
 Support to marketing branding for all launches.
Sales - Operations  Expert in both front-end and back-end operations related to customer
service.
 A thorough professional with a proactive attitude, capable of thinking in
Service Delivery
and out of the box, generating new design solutions and ideas.
 A pleasing personality, enthusiastic team player, integrates quickly and
Pre-paid/Post-paid easily into strong team environments.
 I hold a valid passport.
Compliance

CAREER TRACKER_______________________________________________________________
Khushbu Enterprises @ Nashik, Maharashtra Since Jul 2019 – Jul 2022

 Mini Startup of Papad Grah Udyog @Mhasrul residential

o Making all kinds of papad’s
o Retail ready papad selling
 Bharti Airtel Pvt Ltd Maharashtra & Goa circle, Nasik Zone 17th May 2018- 16th Aug 2018
Sales & Distribution/Retail Direct sales

Function :- Sales & Distributions

Vertical :- Sales and Distribution Territory Sales Manager and for Nasik Upcoutry Since 17th May 2018 to
16th Aug 2018

2 Distributors Nasik upcountry (Ozar- Pimpalgoan, Dindori-Vani)

Core Competencies:
 Activation(POS wise) & SIM placement
 Eload Secondary
 Paper (RCV) Secondary
 Merchandising (Managing through merchandisers or RSEs)
 Market visit in RSE beat and feedback from pos
 Channel support

Telenor Pvt Ltd. Maharashtra and Goa circle, Nasik Zone 01st Jun-2016 – 16th May 2018
Sales & Distribution /Retail Direct sales

Function :- Sales & Distribution

Vertical :- Sales and Distribution Territory Sales Manager and for Nasik Upcoutry Since 1st Jun’17 till date

4 Distributors Nasik upcountry (Ozar, Pimpalgoan, Dindori, Vani and Kasbe-Sukene)

Core Competencies:
 Activation(POS wise) & SIM placement
 Eload Secondary
 Paper (RCV) Secondary
 Merchandising (Managing through merchandisers or RSEs)
 Market visit in RSE beat and feedback from pos
 Channel support

Function :- Retail Sales & Distribution

Vertical :- Sales and Distribution Territory Sales Manager and Retail Sales/Direct sales
Telenor Retail Express / store manager at Nanded Since 1st June’16 to 31st May 2017.
1 Distributor at Nanded city
Retail store size: 17 stores (Nanded & Yavatmal), 17 Sales executives

Core Competencies:
 Managing day to day activity at stores for key deliverables
 Channel support
 Eload Secondary
 New store roll out
 Training store sales executive on regular bases
 Timely update of product and offers details to stores.
 Generating Sales & revenue from the stores on assigned targets

Freelancer @ Nashik, Maharashtra Since Jul 2015 – 30th May 2016

Working from Home,
 Home based Data Entry for local agencies as per requirement.
 Printing visiting, ID cards for local customers.
 Financial Advisor agent for Max life Insurance Company Ltd since March 2016
o Successfully passed IRDA exam
o Awarded with Arjuna certificate
Telewings Communication Service Pvt. Ltd. Known as Uninor (T.S & A.P Circle, Hyderabad)
Since Sep 2010 – Till Oct 2014 Customer Service Delivery

Core Competencies:
Team Size: 6 Inbound 10 Out Bound

 Circle SPOC for Contact Center (CC) in key deliveries

 Measuring self-care performance and take corrective actions in case of any outages.
 Timely update of product and offers details to CC.
 Collecting and sharing VOC from call center on a weekly basis for fixing them on time.
 Reduction of Calls
 Organizing customer engagement programs across AP stores on regular basis.
 Monitoring Channel Support backend operation and ensuring that KPIs are achieved as per the set target
level and improved further.
o Service Level Agreement
o SR Quality Scores
o RCA done on various
 Partner management

Head of Prepaid Service Compliance and CAF Management:

Achievements:
 CAF management
 Vendor Management prepaid CAF
 Agency payout
 Key role in closing the re-verification process for prepaid CAF

Responsibilities:
 Vendor Management prepaid CAF, Reduction of Complaints
 Ensuring that KPIs are sustained at the target level and improved further.
 Submission of CAF’s for TERM audit
 Service Level Agreement, First Time Resolution Rate, Repeat complaints %.
 Prepaid CAF collection and storage,
 Preparation of daily, weekly and monthly dashboards and MIS.
 Managing circle in-house team for timely complaint closure

Tata Tele service Ltd (Karnataka Circle office, Bangalore) Since Nov 2009 – Jul 2010
Head of Service Compliance - Customer Service Delivery

Significant Achievements:

Function :- Customer Service Delivery (CSD)

Vertical :- Customer Interaction Group ( CIG )Since 12th Nov’09 to 22nd July’10.

Team Size : 7 Inbound 35 Out Bound

Head of Service Compliance and Complaint Management for Postpaid, Prepaid and PCO Business lines.

Achievements:
 Closed the year with the highest SLA in the month of Mar’10 98%.
 Key role in reducing repeat and Complaint Per Subscriber (CPS)
 Streamlining the refund process

Responsibilities:
 Vendor Management, Reduction of Complaints
 Ensuring that KPIs are sustained at the target level and improved further.
 Service Level Agreement, First Time Resolution Rate, Repeat complaints %, Calls Per Subscriber
 Quality Resolution Score, Preparation of daily, weekly and monthly dashboards and MIS.
 Managing circle in-house team for timely complaint closure
 Idea Cellular Ltd (T.S & A.P Circle , Circle office, Hyderabad) Since Apr 2001 – Nov 2009
Head of Service Compliance (Resolution)

Function :-Service Delivery and Quality ( SDQ )

Role 3 -Vertical :- Contact Center since Jul ‘07 to 6th Nov ‘09.
Head of Service Compliance (Resolution)
Resolution Team Size : 33 Inbound

Achievements:
 Leading the Prepaid CRM transformational Project from SDQ AP Circle.
 Participated in launching successful Prepaid CRM at Maharashtra Circle.
 Green Belt certified and was a team member for one Black & two Green Belt project.

Responsibilities:
 Ensuring that KPIs are sustained at the target level and improved further.
o Service Level Agreement
o Quality Resolution Rate
o Reduction in Complaint per Sub
o Reduction in Repeats%,
o Close Looping call backs,
 Preparation of dashboards and daily MIS.
 Ensure Implementation of Processes.
 Being the SDQ Automation SPOC taking care of end to end automation needs of the function, getting it
developed with help of IT Team, conducting the User Acceptance Test and finally rolling it out to
production.

Role 2 -Vertical :- Service Provisioning and Activation (SPA)

Since Jan’05 toJul’07.
Team Size : 9 ( 4 On roles and 6 Off roles )

Achievements:
 Received 2 Spot award one for streamlining Post to prepaid process and other for handling MIS for
Login-desk as additional responsibilities.
 Member of Customer complaint application called as Icare version 2.0
 Promoted to Asst. Manager in 2006

Responsibilities:
 Monitoring and handling entire backend operation for postpaid and prepaid provisioning.
 Prepaid CAF management. Collection of CAFs, accounting of CAFs & Warehouse management.
 Handled postpaid CAF Vs Billing Vs Switch reconciliation
 Handled Transfer of Ownership, splitting and clubbing of postpaid accounts.
 To monitor and manage team for improvising the performance.
 Monitoring Switch reject cases on daily basis.
 Re-designed few processes notes for Service provisioning activities as per the new business requirement.
 Preparing daily, weekly and monthly dashboard and MIS Reports pertaining to service provisioning.

Role 1 -Vertical :- Credit and Risk Management (CRM)

Since Apr’01 toJan’05.

Achievements:
 Joined Idea cellular as Off role in Apr’2001 based on performances I was promoted to on rolls as
Activation Officer in CRM for postpaid new activation in Dec’ 2001.
 In Apr 2003 based on performance I was elevated to Senior Executive (Team Lead) in Post activation
team for handling postpaid service changes request for AP circle.
 Trained franchises on Idea Subscriber Management System (ISMS). An application through which
franchises can raise new activation request as well as service provisioning requests.

Responsibilities:
 Team member of backend operation for postpaid provisioning.
 100% new CAF request to be provisioned in billing system with 0% error

Indus Networks Ltd (Hyderabad, AP) Since Nov 1999 – Nov 2000
Medical Transcriptionist Executive
Responsibilities:

 Use to download Voice data from the US based Doctors team size 60 members approx. working in 3
shifts
 It was process of conversion of voice data into digital,
 Our job was to transcribe the US Doctor’s dictation with 100% accuracy.
 Handled dictation pertaining to cardiology, oncology (Cancer), allergy, plastic surgery.
 After transcribing the information use to upload the data back to Insurance Company & respective
Doctor.

Aptech Computer Education (Dhule, Maharashtra) Since Nov 1997– May 1999
Lab Cum Course In Charge
Responsibilities:

 In-charge of Lab at Bafna House

 Designed courses for batches
 To train Batches on various academic courses

Academic Credentials___________________________________________________
 Masters of Business Administration (IIBM) - Pune University (Distant Mode) Session -2009-2011
 P G Diploma in HRD - IHCA, Chennai (Distant Mode) Session -2001
 Bachelors of Science (BZC) - Vivek Vardhini Day College, Osmania University Hyd’bad, A.P Session -1993-1996
 Intermediate (CBSE Syllabus) - Kendriya Vidyalaya School, (Amerigog, Guwahati-- Assam) Session -1991-1993
 Matriculation (CBSE Syllabus) - Kendriya Vidyalaya School, (Avadi, Chennai – Tamilnadu) Session -1980-1990

Personal Front_______________________________________________________________
Date of Birth : 29th June 1975
Marital Status : Married
Nationality : Indian
Languages Known : English, Hindi, and Marathi
Passport : K5507863

References___________________________________________________________________
Mr. Nanda Kumar AM
AVP- Prepaid Operation, Andhra Pradesh
Vodafone-Idea Cellular Ltd.
Handheld:-+91 9848003609

Mr. Chandra Dutt

Sr. Manager – Customer Relation Head (EBS), Andhra Pradesh
Reliance Communication
Handheld:- +91 9848102244

Declaration: - I hereby affirm that all the information furnished above are true and correct to the best of my
knowledge and belief.

Signature: Rajesh Sonar Date:1/3/2023