sapna Arora

Managed legal and regulatory audits to ensure 100% compliance with TRAI guidelines, utilizing multiple vendors across different geographies. Governed Airtel's legal portal (Satyapan) to maintain TRAI transactions and ensured comprehensive documentation and tracking of audits through Siebel System.

Handled various projects including outbound center outsourcing and Jio Home fiber Recharge Migration, managing multiple service channels and a team of 100+ members. Drove service operations towards profitability, ensuring high levels of customer satisfaction (CSAT) and Net Promoter Score (NPS).

Conceptualized and implemented strategies for customer retention and churn reduction, managing the entire customer life cycle with a 360-degree retention process. Developed usage enhancement strategies and programs for prepaid subscribers with a focus on cost-effectiveness.

Performed reporting, MIS, and analysis to assess call center performance and handled escalations and complaints, coordinating with teams and agencies for timely resolution. Designed strategies to reduce repeat complaints and acted as a single point of contact for escalations and customer concerns.

Conducted audits, identified gaps, and implemented corrective actions for process improvement. Coordinated and prepared for various audits, ensuring circle preparedness and sharing findings with top management.

Ensured target-based prepaid and postpaid sales, upselling, revenue enhancement, and documentation compliance. Focused on team engagement, low attrition, training and development, overall showroom management, profitability, and smooth functioning of assigned channel partners.

Pursued a Master of Arts degree at Mohanlal Sukhadia University Udaipur. This program enhanced my analytical and critical thinking skills.

Completed a Master of Law degree at Mohanlal Sukhadia University Udaipur. This advanced legal education provided a strong foundation in legal principles and practices.