Capt. Shivaji Iyyappan
Residence: Office:
#15/B, DVM
Street MTM India
Limited
Balakrishna
Street, 152/B, Niharika Towers
Coimbatore – 641137. EM Road, Calicut - 673362
Phone: 91- 422-2452637
Mobile:
91-98460-12039
Facsimile: 91-495-2722473
Email:
shivaji@rediffmail.com Email: shivaji@gmail.com
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 Objective
Having served with some of the finest
organizations, to locate a satisfying and challenging career in Senior middle management, in the areas
of strategies / business planning / customer service and operations / service
and quality / crisis management etc., where all the skills and knowledge that
I have acquired be fully utilized.
Summary
Manager – Customer service and
operations with BPL Mobile Cellular Limited.
Expertise in all areas of management, with a
proven record of unprecedented accomplishment. Skilled negotiator with strong management,
sales, marketing, customer service and operations background. Energetic self-starter with excellent
analytical, organizational, leadership and creative skills. Proven ability to
motivate and work effectively with persons from varied cultures and all walks
of life. A demonstrated talent for analyzing problems, developing and
simplifying procedures, and finding innovative solutions under constraints
and high-pressure situations.
Expressed interests in strategic thoughts and planning skills. Overall experience of 10 + years.
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Detailed Career Profile
Jan 2005 – Present
Manager – Customer Service and Operations for BPL
Mobile Cellular Limited, North Kerala.
Based at Calicut, I head the functional areas of customer service and
operations for Kannur, Quilandy and Calicut clusters as well as Malapuram
branch. The role is envisaged as the
custodian of customer services and operations for the branch.
KPIs
of the current assignment
1. Control
of customer base depletion
2. Ensure
all operational activities are done as per SOP and within TAT
3. Up-selling
of value added services and additional connection to existing subscribers
4. Maintenance
of system and quality parameters
5. Overall
responsibility for Galleries / Dealers / Distributors located within the
branch.
6. Planning
and implementation of relationship activities for subscribers
7. A
tertiary touch point for all customer grievances and their redress
8. Responsible
for all the processes involved in activating the customer, maintaining the
customer in the system, retention of the customer and finally the process
involved in depletion of the customer from the system.
Span
of management
Reporting directly to the Head of
Customer Service, the following is my
span of management:
1. Franchisee
Co-ordinators (One each for Kannur and
Calicut clusters )
2. Customer
Service Executives (One each for Quilandy
and Calicut Clusters; one in
Malapuram)
3. Relationship
Manager and relationship executives located at Calicut and Kannur.
4. Customer
Activation Group executives located at Calicut and Kannur.
Key Achievements
1. Brought up a paradigm shift in depletion
management wherein the focus was shifted from salvaging a suspended customer
to prevention of suspension on the first place. This involved, for the very first time in
the organization, setting up a pre-suspension salvage team to handle the
process. The arrangement was so very
efficient and cost effective that latter, it was replicated across all other
locations.
2. Conceptualized, designed and implemented
the greatest and longest relationship building activity called “It’s payback time ”.
In this program, the subscriber will get a new exclusive offer every
day, for one full month. The program
was very successful in improving customer relation with the brand.
3. Met
or exceeded all the KPI given for the branch during performance
appraisals.
4. Currently working in writing a book on
customer centricity with a world
renowned expert on customer
centricity, Mr.Craig Bailey. More
about him can be found in the web site, www.customercentricty.biz.
Detailed Career Profile
(…cont’d)
Apr 2004 – Jan 2005
Sales Manager with Aviva Life
Insurance Company (I) Pvt Ltd, part of the oldest insurance group in
the world. Aviva India is a joint
venture between Dabur and Aviva plc.
The job
function include recruiting, training and grooming a team of 20 - 25 full
time “Financial Product Advisors” and guide them in selling insurance
products.
Key
focus areas of assignment
1. Customer acquisition, retention and
prevention of lapsation and further effect add on sales from the existing
customers by offering them value added services and maintain a very high
level of customer satisfaction.
2. Bring in high value and high net worth clients
for increased profitability by personal sales calls as well as calls through
trained and empowered advisors.
3. Motivation and retention of high
performers, training of other advisors and help them achieve their targets
consistently, control of attrition rate in the team and to monitor their
performance.
Achievement
a) Go beyond
the call of duty by initiating, for the first time ever, a global community
for all the Aviva fraternity within the Aviva intranet and develop a concept
called “Avivan” symbolizing the members of Aviva fraternity. The concept of “Avivan” has
been adopted by the organization and it is being actively used.
b) To develop a strategic plan
to increase the contribution of direct sales from the present 30% of the over
all business to at least 60% in 2 years and to increase the strength of the
direct sales force by 300% in one year and the first year premium income by
at least 600% in two years.
c) Redesigned
a training program for freshly
inducted Sales Managers called “Matrix” for the entire organization.
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Detailed Career Profile (…contd)
Apr 2003 – Mar 2004
Project Manager for BBC Wales initially for
the Scandinavian Countries (Norway, Sweden and Finland) and then for their
project on the Siachen Glacier in India.
Job includes team management, project management, extensive liaison
with the governmental agencies etc., to ensure smooth execution of projects
and production.
May 1999 – Mar 2003
Commissioned
as an officer in the
Indian Army, and held the appointment of a Company Commander. Job
responsibilities include administration, training, employment and welfare of
one company of men (100 soldiers) in peace and war. During my career, served
with some of the finest and elite regiments of the Army including the Madras
Regiment, The Maratha Light Infantry, The Gorkha rifles, The Bihar regiment,
and finally the elite Parachute regiment.
Participated in three operations, viz., Op Rakshak, Op Meghdooth and
Op Parakaram; of which the former two operations involve active hostilities
with enemy / foreign forces
Achievements during the tenure
1. After getting commissioned, employed at the
Defense Services Staff College (DSSC), one of the premier defence
institutions in the world. Not only
being the first officer of the Territorial Army to be employed in this
college, was also the first officer in the rank of Lieutenant to have served
an instructional tenure in this elite and prestigious college, handling
management subjects apart from other regimental duties.
2. While deployed under 15 Corps, was selected
to serve directly under the Corps Commander Lt.Gen.JR Mukerjee, AVSM, VSM; to
develop a mathematical model using Operation Research techniques for solving
military problems. The models
developed then were tested and validate in real time operations and are still
being used.
3. The first officer of the Territorial Army
to be deployed and successfully completed tenure in the highest, coldest and
the toughest battlefield in the world – The Siachen Glacier
4. The first officer of the Territorial army
to be permanently seconded to a regular infantry battalion, the 3/8 Gorkha
Rifles on an operational and command assignment.
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Detailed Career Profile (…contd)
Oct 1996 – Apr 1999
Served as area sales executive, a
managerial assignment in the “H” level, in ITC Ltd (India Tobacco Division) –
one of the finest organizations in the country. Job profile includes marketing and
management of sales of cigarettes and tobacco products as well as recruitment
and training of distributors, sales men and distributor’s marketing
executives, organizing various promotional activities like cultural functions
(Malabar Mahotsav), sport events (Scissors Cup football tournament), brand
launches, pack modifications etc.
1. During special promotions for various
brands, I had developed two special concepts called “Value added displays”
and “Variable Incentive Schemes” and implemented them successfully in my
areas. These concepts, besides
enhancing brand saliency, also contributed to better value for cost and
healthy retailer relationships
2. As a part of trade marketing program,
conceptualized and designed a modular display cum dispensing rack using
non-traditional designs and materials.
These were acclaimed by my superiors and were adapted for use in the
entire Kerala markets.
3. Topped in the training program on trade
marketing and distribution conducted by the in house training team of ITC
Ltd.
Apr 1995 – Sep 1996
Started my career with Nestle (I) Ltd, a
leader in infant dietetics formulations, as medical detailing officer. Job functions include personal promotion of
infant dietetics formulations to medical fraternity and to arrange
promotional activities for them. The
job also included constant liaison with the distributors and retailers for
matters like stock management etc., After initial training, was given the
charge of one of the prime, prestigious and very sensitive market of Chennai
City.
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Personal profile
Date of
Birth: 02 May 1974 Age: 31 yrs
Languages
Known: Tamil (Mother tongue), Malayalam, Hindi, English
Educational Qualification
Graduated
B.Sc., in Physics
with Chemistry and Mathematics as ancillary subjects from Government Arts
College, Coimbatore in 1995.
Completed
course in Master of
Business Administration from Bharathidasan University,
Tiruchirappalli, under distance education.
Co-Curricular
Activities
1. Obtained “B” and “C” certificates in the
National Cadet Corps (Air Wing) issued under the authority of Ministry of
Defence, Government of India.
2. Glider pilot with “Solo” rating and over
300 successful launches to credit.
3.
Participated in other adventure activities like parasailing, rock climbing,
skeet shooting, cycle expeditions, trekking, skiing etc., Completed a skiing
course conducted by the Directorate of mountaineering and allied sports,
Government of Himachal Pradesh with “A” grade.
4. Leader of 10-member Motorcycle expedition
team covering Kanyakumari to Kashmir and back, a distance of 12,000 Km
covered in 45 days.
5.
Represented School / College and University at various National and Regional
competitions in clay modeling, Collage, elocution and debate etc.,
6. Keen interest in aeromodelling. Designed various models controlled either
manually or remotely. Adjudged best
aeromodeller / controller in “All India Vayusainik Camp – 1993” held at Kota,
Rajasthan
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