ROHIT KAPOOR

Cell (+91) 9903377800 & 8420484205E-Mail: rohitkapoor6911@gmail.com

CAREER OBJECTIVE

Self-motivated individual, Passionate about driving business growth with great sense of responsibility & ownership. Consider working with a diverse, cross-functional team as my forte. Have demonstrated my willingness to accept challenges and ability to deliver results throughout my career.

14+ yrs of holistic & diverse work experience. Led teams, spread across States. Sharpened business acumen and have helped organizations make swift progress in implementation of strategic initiatives. Presently seeking an opportunity which would pave my path towards having P & L responsibility for a business. As I intent to build a global career, I am flexible with respect to job location & travel.

Professional Snapshot

Over 8 years & 11 months of experience in Telecom Industry (CSD, Retail/Showrooms/ARC, Showroom Manager, Sales & Distribution, CAF Management, Address Verification Process Management & Documentation Handling).

Over 4 years experience in Counter Sale FMCG Products (1999 – 2003). 1.5 years experience as a Business Development Manager for the Distribution of Multiple FMCG Products at Hi- Life. Received Certificate of Excellence Gold Award for being the exceptional contributor for the year 2011-12. Ability to support and sustain a positive work environment that fosters team performance with strong communication

and relationship. Result oriented and efficient with strong interpersonal, analytical & problem solving skills and the ability to relate to

people at all levels across the organization.

Areas of Expertise

Prepaid & Post-paid Documentation Process. Distribution Handling & Zone Operations (Customer Service Delivery). Problem Analysis & Solution (Internal & External Customers). Process Implementation/Improvement as per the guidelines from the TRAI. Sales & Distribution Management. Welcome Process Manager (Prepaid & Post-paid Address Verification: Mobile, Tele-media & DTH). Call Centre (Post-paid & Prepaid). Retail Showroom Manager (Airtel Relationship Centre) / Retail Customer Care Executive Retail Sales (Prepaid & Post-paid) FMCG Sales / Distribution & Business Development Manager Route Development / Retailer / Market Relationship Team Building , Product Penetration & Development

Quality & Process Assurance

Ensuring that quality of service requests and close looping of the same as per set standards; conducting process reviews to enable strict adherence to process parameters and systems.

Responsible for handling Audit Compliance/ Docs Process/ CAF Management. Identifying & baseline factors critical to Audit Compliance. Co-ordination with the agency for Verification of all new acquisition (Post & Pre-Paid segment Mobile & Tele-media). Responsible for implementing the Documentation Guideline given by DOT and monitoring APEF process for the

Distributors and Trade.

Key Competencies

Strategy, Vision & Mission Planning • Team Management • Coordination & Negotiation Skills • Training & Development • Client servicing/Troubleshooting • Sales & Distribution • Customer Service Delivery • Retail development • Channel Management & Building • MIS • Business Development & Analysis • Costing • Factory Operations • Internal Audits •

Organizational Details

Organization – N S Leather Products (P) Ltd Designation – Operations & Sales – Nov’14 to till date.

Profile:-

• Stock System Unification• Stock Audit & Internal Audits• Product Audit & Quality Check• Sales & Operations (Buyer Handling)• Vendor Management & Client Servicing• Forma Costing Calculations• Factory Operations• Sample Checking & Dispatching• Administration• On Board Training

Organization – Hi-Life (FMCG (Multiple Brands)) Designation – Business Development & Operations Manager – Dec’12 to Sep`14.

Profile:- In Hi-Life worked as a BDM, a distribution of Wipro Consumer , GSK, Coca Cola, Goodricke Tea & Reckit Benkizer Products in Central Kolkata, dealing in end to end activity of the Business. Prime focus on the Product Placement in the market with the help of the Sales Executive. Also helping executives on new route development to enhanced business. Ensuring all the Schemes given by the company are properly executed in the Market in order to achieve monthly targets. Dealing in Multiple Brands and ensuring 100% Client satisfaction. Regular Market Visit's to understand the daily needs of the consumer and the retailers. Building Healthy relationships with the retailer to ensure Maximum Penetration of the Products.

• Business Development & Operation Manager.• Sales & Business Development.• Route Development• Daily Market Visits• Stock Audits & Quality Checking (In & Out)• Building Strong Retail & Customer Relationships.• Market Penetration.• Client / Retailer / Whole Seller Satisfaction• Sales Training & Development• MIS• Target Vs Achievement.• New Outlet Addition• Bad Debt Reduction• Claims & ROI Settlement• Branding & Product Visibility

Organization – Bharti Airtel Ltd. Designation - ASM (AE) - Subscriber Verification Head-CSD (Kolkata, ROB & Orrissa) – Oct’09 to Dec’12.

Profile:- In Airtel headed the Address Verification team for Kolkata, West Bengal & Orissa (WBO). My Job entails co-ordination with the agency for address verification of all new acquisition (Postpaid, Prepaid, and Tele-media & DTH) in the above mentioned regions. My activity involves supervising activities pertaining to Subscriber Verification for WBO Circle and ensuring adherence as per TRAI/DoT guidelines i.e. bulk/tele-verification. Also involved in standardizing verification process across one airtel, providing uniform experience and monitoring through partner and process reviews. My focus remains on cost reduction, optimization for verification opex and providing operational leadership and support to National Partners.

• Bulk Compliance & monitoring. • Welcome Process.• Tele-Verification Process.• Post Paid & Prepaid Address Verification's.• Audit Compliance (Post Paid, Pre Paid, Tele-Media & DTH).• Handling & Monitoring the AV Agency.• Documentation Compliance & MIS.• Implementing the Documentation Process Guideline given by DOT/TRAI.• CROP Calls• Vendor Management• Prepaid Acquisition & Prepaid Activations• CAF Management & CAF Audits• Internal Audits

( Last CTC – 5.88 Lacs p.a. + reimbursements . ) Designation – Sr. Executive (Zonal CSD Spoc) - July’07 to Oct’09.

Profile:- Managing the day to day activities of the Prepaid & Post-paid Distribution for growth & the development of the Trade. Day to Day activity involved such as Customer Service & Problem solving, CAF/APEF Management, New Acquisitions, Stock and product updates and also the Training & Development of the Distribution, Market Analysis, Daily Sales Analysis. Ensuring the Distribution achieves their monthly and daily Sales targets and all process are followed as per the norms of the company.

• Zone end to end Sale & Back-end Operations• Handling 54 Prepaid Distribution for Central & West Kolkata with 70K+ Avg Activations on monthly Basis.• Retail Management (Post-paid & Prepaid Sales) & Retail Mystery Audits• Claim Settlement. (Ensuring 100% Claim Settlement for all Distributors)• Pre & Post Sales Management. Monthly Gross Addition of the SSO with the Zone Sales Team with an Achievement of 96% on SSO • Black Berry Handheld Support• CAF Management / Documentation Support, MIS & Analyst• Vendor & Agency Management• Acquisition Target Vs Achievement • Branding & Product Visibility• Conducting weekly training programs for updating on products & offers for customers to sales Force. Direct sales focus to identify and uncover opportunities.• Develop territory, market penetration and sales execution strategies for promoting brand Data & Voice products.

Designation – Executive CSD / Showroom Manager - June’05 to Jul’07

Profile:- Managing multiple COCO ARC’s single handily during crises of manpower. With a near daily foot falls of 450+ customers @ the Park Street ARC. Dealing with the customers walk-in at the Showrooms with there Q/R/C. Helping the Channel Partner with the development and increase of Sales & ROI. Generating Sales from the walk-in customers. Providing Customer service with multiple of LOA's.

• Managing the end to end activities of the Company owned Showrooms-(Park Street & City Centre)• CSD , Sales & Ops • Customer Handling Q/R/C• Revenue generations through walk-ins• ARC Handling across Kolkata & Howrah.• Showroom Manager.• Customer Care• Infrastructure• Providing Approachable, accessible, and open-minded leadership.• Monitoring performance of other members in the showroom and take reporting on daily basis.• Provide product and soft skill training to CROs, Cashiers, Sales force, Telesales Executives and Field Relationship Officers. • Handling Corporate and SME customer directly and resolving queries and complains of Customers.

Designation – Trainee – Customer Service ARC – June’04 to June’05

Organization – Bharti Cellular Ltd. Designation – Officer Post-paid Call Centre Customer Care Executive – Jan’04 to May’04.

Organization – Gharana Food Products. Designation – Counter Sales Executive Apr’99 to Feb’03.

Key Achievements from 2004 to 2014

Implemented the process for - Projected APEF (Airtel Prepaid Enrolment Form- CAF) Barring % & Pending APEFS Status to Distributors/CP/ZSMs/ZSCDs/ZBMs/TMs through SMS, the same has been chosen for national replication.

Successfully completed the “Best Practice of Validation of APEF Documentation”, proper & correct documentation & reduction in AV barring and projected APEF (CAF) barring % & pending APEFS (CAF).

Successfully completed the Yellow Belt Project on GPRS. Provided 140% FTR and 100% FLR for the zone for the financial year 2006-2007. Successfully reduced the Zonal APEF barring percentage from 12% to 0.87% for Central & West Zone Kolkata. Successfully implemented a new process relating to APEF (CAF) Registration and achieved 98.61 % of success in

reducing the Zonal SEF not received and SEF reject percentage from 8% to 1.59%. Stabilized the churn percentage of the ARC Limton to a net percentage of 1.45%. Managed multiple ARC’s single-handedly during crises of manpower. Over 100% call registration for the ARC Walk-ins. Reduction in Prepaid AV Negative % from 16% in 2010 to 4.94% in 2012. Reduction in Postpaid AV reject to < 3% from 7.87% in 2012. Reduction in SEF (Subscriber Enrolment Form) Barring to <2% Managing multiple ARC in June & July 2005 Managing Company owned Showroom during the extreme crisis situation. Managing 2 COCO Stores (Part Street & City Centre) Managing multiple Brands for the distribution such as Coca-Cola, Reckitt Benkizer, GSK, Goodricke Tea & Wipro

Consumer Ltd and helping the team in Sales & Business Development. The total Turnaround increased by 25% for the financial year 2013-14. Monthly business increased from 32 lakhs in Jan-14 to 53 lakhs in June-14. Additional Honours & Rewards

Dec 2004 : LOA (Letter of Appreciation) for Training the New Executives in Siliguri. Jan 2005 : LOA (Letter of Appreciation) Airtel Mobile Mela held at Garia for the Customer Satisfaction Apr 2005 : LOA (Letter of Appreciation) for Connect Service Assurance Audit. Jun 2005 : LOA (Letter of Appreciation) for Impeccable Customer Service. Dec 2005 : LOA (Letter of Appreciation) for Impeccable Customer Service. Feb 2006 : Certificate for Customer Service for Blackberry Help Desk at the CII meet in January-2006 Mar 2006 : Certificate of Excellence for Yellow Belt on GPRS. Aug 2006 : Certificate for Best Customer Handling. Oct 2007 : Certificate of Excellence for being the Regulatory Champion. Jul 2008 : Certificate of Excellence for successfully completing the Training on Learning & Development. Sep 2008 : Certificate of Appreciation for Outstanding Qualitative Performance in Apef (CAF) Barring%. Apr 2009 : Airtel Team Award Certificate of CSD for Prepaid Documentations. Jan 2010 : LOA (Letter of Appreciation) for National Best Practice SMS Application. May 2012 : Certificate of Excellence Gold Award for being the exceptional contributor for the year 2011-12

Additional Information

Working knowledge of MS-OFFICE utilities like Word, Excel, Power Point & Access etc. Completed IBM E-Commerce from Penta-Soft Technologies Ltd in 2003.

Hobbies & Interests

Passionate about Cars & Cricket. Love to play all types of Indoor & Outdoor Games & also like watching Cricket in spare time. Passionate about Long Drives. Love to Travel & Market Research.

Market Visits. Internet

Academic Credentials

B.Com from Calcutta University, 2003. (P Division) Class XII from WB Board of HS Education, Kolkata in 2000. (51%) Class X from ICSE, Kolkata in 1998 (45%)

Personal Details

Date of Birth : 28th Jan 1980 Sex : Male Marital Status : Married Children : 1 Nationality : Indian Fathers Name : Mr Pramod Kumar Kapoor. Address : 9/4b, Nalin Sarkar Street Near Khanna Cinema, Kolkata – 700 004. Languages known : English, Hindi, Bengali, Punjabi

Declaration

I hereby declare that the above particulars are true and correct to the best of my knowledge and belief.

Rohit Kapoor