James M William
Head of Customer Experience at Vodafone Business
Based in Bengaluru, India
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Seniority
Director
Department
Customer/Client Service
Location
Bengaluru
Industry
Telecommunications
Company size
7.2K
Contact information
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j•••••••@vodafone.com
Phone
5 credits+91 ••• •••• ••••
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Background
About James M William
A dynamic professional with 19+ years of experience in Telecom, Banking, Insurance and IT. Proven Expertise in Business Plan, Profit Center Operations, Retail, Credit and Collections, Process Excellence, Change Management, Robust Controls, Vendor Management, Bottom-line Growth, Customer Retention, Project Initiatives, Troubleshooting, Budgeting and Forecasting, Revenue Management, leading, training and mentoring cross-functional teams with an aim to enhance organisational effectiveness and value. I have been associated with telecom giant - Vodafone India since 2005, managing various portfolios across customer experience, circle operations, business development,credit and collections. Won Best Retail Circle Award in North for two consecutive quarters and nominated Best Retail Circle in India. • Successfully handled retail teams of various formats to enhance profitability, retention of customers, cost rationalization, receivable management & business development. • Instrumental in developing & streamlining systems for business development. Proven ability to handle large retail team and enhance operational effectiveness to meet operational goals within the cost, time & quality parameters. • Proven track record of developing new procedures, service standards and operational policies, planning & implementing effective control measures to achieve the desired goals. Sphere led the migration of cash management and collection process to shared service centre. • Promoted Green Bill concept across 23-circles and reduced bill printing & delivery cost E-Bill concept nationally. • Instrumental in increasing online payment penetration with new bank tie-ups into Vodafone website for debit card acceptance & standardized into online settlements and initiated “Quick Pay” option to Vodafone customers thru Vodafone website. Prior to this, I have worked with Motorola,Standard Chartered and Dell Computers, remained key person for analyzing credit worthiness of corporates and individuals.
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