anil lalwani

director

About

Summary: Professional with 20 years of rich experience which spans across Telecom (GSM, CDMA and Fixed), BPO, Retail, Office Automation, Automobile, Health Care and Utility Industries. Key Competencies: Positive Attitude, Commitment, Good Analytical Ability, Process Orientation, Good Interpersonal Skills, Adaptable to Change, Visibility to good practices in HRD, General Management and Operations Functional Proficiency: Sales and Marketing, Product Management, Business Operations & Customer Care. Major : Worked with four companies in start-up phase - three in Telecom and one in Retail Sector. Specialties: Managing Top line and Bottom Line, Vendor Management, Business Operations, Customer Experience Management &Client Satisfaction.

Country

india

City

bombay

Industry

telecommunications

Skill

vendor management, telecommunications, customer service, channel management, team management, people management, vendor relations, operations management, operation, planning, customer relations, program management, customer satisfaction, competitive analysis, business management, outsourcing, team leadership, sla, retail, management, project planning, pre sales, customer experience, sales operations, call centers, channel partners, training, product management, start ups, customer retention, sales, p&l management, crm, business development, budgets, supply chain, key account management, performance management, business strategy, cross functional team leadership, business analysis, mis, strategy, business process, marketing, leadership, market research, sourcing, project management

Experience

director

ananya telesolutions

2015-9 - Present · 11 yrs 1 mo

general manager - head central operations group

aditya birla retail limited

2007-4 - 2009-8 · 2 yrs 5 mos

head operations

reliance

2004-1 - 2007-1 · 3 yrs 1 mo

senior manager operations

reliance

2001-5 - 2003-8 · 2 yrs 4 mos

area sales manager

global telesystems

1995-1 - 1999-1 · 4 yrs 1 mo

* Responsible for all aspect of sales, dealer coordination, development and marketing, including: * Achieving Profit Center targets * Managing bottom line and top line targets * State – Wide Dealer Channel Management * Major Accounts Management. * Delivering branch sales and service targets P&L responsibility * Designing and deploying Incentive Scheme for Dealers across the nation. * Product management, Fax range of products. * Organizing National Dealer Conferences, Product launches. * Deputed at various branches as a support from Head Office to meet targets

astt manager customer retention and process automation

hughes telecom

2000-1 - 2001-1 · 1 yr 1 mo

* Responsible for a all aspect of Pre and Post Installation issues including: *  Customer Relationship Management *  Complaints / Disputes Handling *  Cancellations / Churn management *  Automation of Processes and procedures

head contact centre

globacom

2003-1 - 2004-1 · 1 yr 1 mo

* Impart strategic vision and direction to lead call-centre operations and customer facing processes for the entire Globacom Operations * Defining, designing and deploying customer facing policies, KPIs and processes. * Design, deploy & manage frameworks for Globacom contact center operations & deliver on KPIs in the area of customer, financial, process and people domain * Design and deploy systems (Siebel CRM, HLR View, IN View) and processes in place. * Effective and Efficient Functioning of other customer touch points * Defined procedures for early closure of complaints, ensuring conclusion of service agreements

astt manager customer service delivery

airtel

1999-1 - 2000-11 · 1 yr 11 mos

* Responsible for all aspect of Customer Service related to Pre & Post Sales Support * Installation and Maintenance, Order Management, Activations… * Contact Center management (Front Office and Back Office), QRC/CRC * CAF management, Activation and Deactivation of account and services. * Retention and service marketing * Managing customer interactions at Airtel Shops * Handling Dealers queries and complaints * Customer Relationship Management (Major Accounts and STD / PCO Segment)

business consultant

ananya consultants

2009-9 - 2015-8 · 6 yrs

Working as an independent consultant with companies from telecom, BPO, education, healthcare and realty space to improve efficacy of their processes and reinvent their business models. Presently working with a client in telecom sector to develop business model, identify business partners, develop eco system, identify possible revenue streams around Wi-Fi hotspot 2.0 business. Business partners of MTNL for their FTTX , FWB and WiFi Hotspot business in Mumbai.