Punit Kumar Srivastava: Proficiency Forte

PUNIT KUMAR SRIVASTAVA
Contact: 09323820941~ E-Mail: [email protected]
Training & Development and Proactive Customer Service Management Professional

~ Profit Centre Operations ~ Sales & Marketing ~
 Dynamic professional with 14 years of experience in Training & Development, Customer care, Team
Management, Business Development, & Profit Centre Operations.
 Strategist with expertise in managing entire operations and ensuring optimal utilization of resources.
Currently associated with Reliance Infrastructure Ltd, Mumbai as Deputy General Manager-
Customer Care.
 Highly motivated professional with customer focused extensive experience in key client development and
retention. Skilled in creating and growing solid customer relationships, needs analysis, and account activity
tracking.
 Personally consulted with customers to identify current and future needs, and formulate appropriate
solutions that improve usage and revenue.
 Skilled in developing relationships with key decision-makers in target organizations for revenue.
Proficiency in expanding the revenue base in the market. Formulated & executed industry benchmarked
management strategies.
 Demonstrated expertise in development & implementation of promotion plans and handling communication
for brands which includes below the line activities.
 Comfortable interacting with multiple levels of organisation, management and staff from different areas.
 Demonstrated experience in complex / multicultural environment.
PROFICIENCY FORTE
Training & Development: Responsible for identifying training needs and providing training for customer
service executives and representatives; Participated in conducting needs analysis and worked with subject
matter experts to develop customized training programs to meet identified needs.
Customer Service: Responsible for the recruitment and training of customer service representatives at the
airports; Managed the needs/requirements of high revenue commercial accounts through extensive follow-up
procedures; Assisted in the creation and development of the airports customer relationship management
system; Achieved customer satisfaction index 0f 84% at the operational airport.
Key Account Management: Initiate and develop relationships with key decision makers in Corporate for
business development. Assessing requirements & conducting negotiations for delivering need based products to
Key Clients. Ensuring speedy resolution of queries & grievances to maximize client satisfaction levels.
Team Management: Leading, mentoring & monitoring the performance of the team to ensure efficiency in
business operations, meeting of individual & group targets. Creating an environment that sustains high
performance levels.
Channel Management: Enabling business growth by developing and managing a network of Channel Partners
across assigned territories for deeper market penetration & reach. Monitoring Distribution networks to ensure
ready availability of the product at all times. Implementing good business practices and participating in
deploying company strategies and programs.
Business Development: Identifying and networking with prospective clients; generating business from
existing accounts and achieving profitability and increased sales growth. Analysing marketing trends and
providing valuable inputs for product/brand enhancement and fine-tuning sales & marketing strategies.
Conceptualising & implementing services plans / policies for the organisation, ensuring accomplishment of
business goals.
EMPLOYMENT CHRONICLE
Reliance Infrastructure Ltd,Mumbai: Since September’09

Deputy General Manager-Customer Care
Key Deliverable:
 Customer care and Customer satisfaction at the operational airports.
 Lead by example and ensure the execution of all safety, security, quality and airport operations policies.
 Foster an environment in which guests enjoy high levels of service and employees are motivated to deliver
top performance.
Key Highlights
 Direct interaction with the customers (airlines staff & passengers) addressing various issues.
 Resolving customer grievances with promptness.
 Implementation of Customer Relationship Management (CRM) & SAP system in the Airport Division and at
the five Airports.
 Project Management - Monitoring the progress of assigned Projects and Capex at the five airports viz.,
Nanded, Latur, Baramati, Osmanabad, and Yavatmal.
 Preparing Business Plan and Master Plan for the five Airports in consultation with the Consultants – Knight
Frank and Louis Berger.
 Generating revenues from marketing airports space/infrastructure for advertisements and films shooting.
Fullerton India Credit Co. Ltd., Allahabad: Since Jan’08-Aug’09

Business Unit Manager - Branch Head
Key Deliverables:
 Taking care of the customers and addressing various issues.
 Managing the Business unit & getting breakeven within a quarter of operations.
Key Highlights
 Individually addressing customers issues satisfactorily, at the same time cross-selling products and
generating revenues.
 Recognised for achieving the ET (Exceeds Target) Rating.
 Providing customer service and sales & marketing inputs via trainings and consultancy sessions.
Magma Leasing Ltd. Kolkata: Jun’06-Dec’07
Growth Path:
Jun’06-April’07 Product Head-Car, Bhubaneshwar
May’07-Dec’07 Branch Head
Key Deliverables:
 Administered a team of 1 Assistant Manager, 2 Senior Executive & 10 Executives in the coastal regions of
Orissa.
Key Highlights
 Demonstrated excellence in achieving 83% overall productivity across sales, collection, weighted IRR & post
disbursement documents.
 Demonstrated approach in enhancing the SBU’s profitability by ensuring 50 basis points above the budgeted
IRR.
 Leveraging skills and ability in generating sales upto Rs 3 Crores PM.
 Efficiently generated revenue upto Rs 15 Lakhs PM.
 Holds the distinction in elevating the market share from 5% to 35%.
 Played a key role in initiating the training & development sessions for both Internal & External Executives.
 Effectively managed the All India Senior Management meet at Bhubhaneshwar.
Reliance Infocomm Ltd., Aligarh: Jan’04-May’06

Growth Path:
Jan’04-Feb’05 Zone Collection Executive
Mar05-May’06 Billing & Collection Head
Key Deliverables:
 Steered initiatives for target formulation & allocation to Zones.
 Conceptualised strategies to achieve collection targets, appointing hard collection agency’s (HCA) to recover
receivables from delinquent subscribers.
Key Highlights
 Recvied recognition from the top management for excellent performances & was adjudged as the best team
leader for topping state level Collections.
 Recognised for winning special incentive twice for achieving 100% collection target in CRO (Collection
Recovery Org’n) or the hard collections category.
 Played a key role in streamlining the process of target setting.
 Won the Hard Recovery Highest Collection Award in a quarter.
Kotak Mahindra Primus Ltd., Allahabad: Jul’00 - Dec’03
Growth Path:
Executive Jul’00-May’01
Relationship Manager Jun’01-Dec’03
Key Deliverables:
 Spearheaded the KMPL branch at Allahabad and handling the channel sales / direct sales at Allahabad.
 Scrutinised EMI cheques, managed funds for disbursements and consulted lawyers, as appropriate, in
default cases.
Key Highlights
 Took structured and meticulous approach in building and maintaining two tier value dealer channels to
provide end-to-end solutions, proved pivotal in setting up/ establishing KMPL branch at Allahabad from the
scratch.
 Instrumental in appointing direct sales agents and dealers of car and obtaining major business from them.
 Successfully achieved over 180% sales targets & was adjudged as “All India Role Model” for excellent
business with negligible costs at Kotak Allahabad.
OTHER PREVIOUS ASSIGNMENT
Alpic Finance Ltd., Kanpur Executive-Sales Sep’96-Mar’00
SCHOLASTICS
 Post Graduate Diploma in Management from Indian Institute of Advanced Management, Vizag in 1996.
 Post Graduate Degree in Political Science & International Relations from University of Allahabad in
1992.
 Bachelors of Arts from University of Allahabad in 1990.
PERSONAL
Date of Birth : 5th January, 1968
Current Address : 4/9, Model Town, Mahakali Caves Road, Andheri-East, Mumbai-410093
Linguistic Ability : Proficient in English and Hindi

Punit Kumar Srivastava: Proficiency Forte

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PUNIT KUMAR SRIVASTAVA

Contact: 09323820941~ E-Mail: [email protected]

Training & Development and Proactive Customer Service Management Professional

Reliance Infrastructure Ltd,Mumbai: Since September’09

Fullerton India Credit Co. Ltd., Allahabad: Since Jan’08-Aug’09

Magma Leasing Ltd. Kolkata: Jun’06-Dec’07

Reliance Infocomm Ltd., Aligarh: Jan’04-May’06

Kotak Mahindra Primus Ltd., Allahabad: Jul’00 - Dec’03

OTHER PREVIOUS ASSIGNMENT

Alpic Finance Ltd., Kanpur Executive-Sales Sep’96-Mar’00

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