MAAROORUL HAQUE

Managed and resolved over 4,000 post-paid billing complaints monthly, achieving a 40% reduction in resolution time and boosting customer satisfaction scores by 20%. Led a comprehensive revamp of the post-paid billing complaints process, resulting in a 30% decrease in escalations and a 25% increase in positive customer feedback. Executed a strategic overhaul of service processes, achieving a remarkable 75% reduction in processing time, enhancing customer satisfaction, and increasing workflow efficiency by 35%. Designed and implemented training and peer-mentoring programs for new hires, cutting onboarding time by 50%. Mapped business dynamics through continuous competitor analysis, product evaluation, and agile strategy realignment, effectively neutralizing competition and maintaining market position. Proficient in software such as AMDOCS, SCRM, VSV, and DATA lake for operational excellence.

Led the development of Power BI dashboard reports, enhancing data visualization and reporting accuracy. Executed comprehensive data analysis to support strategic business decisions, resulting in a 15% increase in operational efficiency. Implemented event reporting frameworks, ensuring timely and accurate information management across departments.

Spearheaded the creation of Power BI dashboards, improving data accessibility and user engagement. Conducted in-depth data analysis to identify trends and insights, driving a 10% improvement in customer satisfaction. Developed and maintained event reporting systems, facilitating seamless information flow and decision-making.

Executed comprehensive data allocation for outstanding bills to the Direct Collection Team, achieving an impressive 98% target in collections while diligently updating Management Information Systems (MIS). Streamlined suspension, reactivation, barring, and unbarring processes, driving an 80% reduction in suspensions through proactive follow-ups with the collection team. Ensured timely bill delivery and dispatch per SLA requirements, continuously updating systems to optimize impact on collection efficiency. Resolved all bill delivery-related service requests, consistently achieving 100% turnaround time (TAT). Utilized software tools like Tallyman, CRM, E-BRS, and BP-Reports to enhance operational effectiveness.

Designed and produced comprehensive MIS reports to optimize process and productivity, aligning with company objectives for operational excellence. Spearheaded Credit & Collections management, streamlining the Dunning and Allocation Calendar to ensure accuracy and adapt to holiday scheduling. Effectively minimized Involuntary Churn by executing targeted SMS campaigns, maintaining data integrity and communication accuracy. Managed all OCC charges to bolster revenue streams, overseeing adjustments and dispute resolutions efficiently. Proactively identified and resolved operational challenges, driving enhancements in operational efficiency through tailored recommendations. Conducted in-depth analysis of business dynamics, leveraging competitor insights and market trends to refine strategies and maintain competitive advantage. Utilized software tools including KV Module, CRM, and VSV to enhance operational workflows and data management.

Managed Power BI projects, delivering high-quality dashboard reports and data visualizations. Performed detailed data analysis to uncover actionable insights, contributing to a 12% increase in revenue. Established robust event reporting protocols, ensuring consistent and reliable information management.

Conducted a comprehensive analysis of collection targets by location, optimizing invoice allocation and maintaining daily performance reports categorized by city and collection bucket. Streamlined bill dispatch processes from printing to courier, ensuring timely delivery and achieving a reduction in undelivered cases from 20% to 5%.