ARSHID AHMAD SHAH

[email protected] • 9622229900 / 7006995522 • Jeelanabad Colony Peerbagh Srinagar, Kashmir

PROFESSIONAL SUMMARY

Dynamic and results-driven Team Leader with over 16 years of expertise in the handset and telecom industry, specializing in provisioning, billing, and customer complaint resolution. Proven track record of leading cross-functional teams to improve operational efficiency by 25% and reduce customer complaints by 30% through innovative problem-solving and process optimization. Adept at driving technology-driven solutions that enhance service delivery and support business growth in fast-paced telecom environments.

WORK EXPERIENCE

Team Leader (TL)

08/2015 - Present

Reliance Jio Infocom Limited , Kashmir

• Supervised and mentored a team of 10+ sales and delivery personnel, driving a 20% increase in Jio home delivery efficiency and on-time service delivery

• Led handset distribution and primary/tertiary support processes for over 50 distributors and 200+ retail outlets across the Kashmir division, improving supply chain efficiency by 15%

• Implemented a streamlined complaint resolution system, reducing average resolution time by 25% and increasing customer satisfaction scores by 18%

• Coordinated cross-functional teams including backend, frontend, and marketing to ensure real-time updates and seamless communication, enhancing operational transparency

• Managed MIS report generation and QRC analysis for the Kashmir region, enabling data-driven decision-making that boosted sales performance by 12%

• Established escalation protocols for unresolved complaints, reducing backlog by 30% and ensuring adherence to set TATs

• Collaborated with marketing teams to align handset promotions with distributor capabilities, contributing to a 10% growth in regional handset sales

Activation Officer CSD (Customer Service Delivery) / TSM

01/2008 - 07/2015

AIRCEL , Srinagar Circle

• Led activation and sales operations for both prepaid and postpaid services across the Kashmir Circle from 2008 to 2015, achieving a 15% year-over-year increase in customer activations

• Developed and managed comprehensive MIS reporting systems that improved sales target tracking accuracy by 20%, enabling data-driven decision-making and enhanced retailer performance

• Streamlined the VTM process and coordinated cross-functional teams to reduce customer complaint resolution time by 30%, significantly improving customer satisfaction scores

• Provided expert support and training to call center, sales, technical, and IT teams, enhancing query resolution efficiency and ensuring compliance with service level agreements

• Applied strong analytical skills and proficiency in Excel and database management to maintain accurate customer data and generate actionable reports

• Leveraged industry knowledge and customer service expertise to contribute to process improvements relevant to the handset industry, including activation workflows and service delivery optimization

EDUCATION

B.A

Kashmir University

Intermediate

J & K State Board of School Education

High School

J & K Sanik School Manasbal

SKILLS

Technical Skills: Provisioning, Billing Systems, Complaint Management, Kenan Billing, EPS, TCRM, Database Management, Macro Development, Excel Functions

Soft Skills: Team Leadership, Communication, Problem Solving, Time Management, Collaboration

Tools: Microsoft Office, Microsoft Excel, CRM Software, DMS Repository, Bulk Utilities

Other: Telecom Industry Knowledge, Customer Relationship Management, Application Packages, Data Analysis