Chaola Shah Retail Sales and Service Operations Lead

Toronto, Canada

Expertize in Retail Operations ,  Customer Service, Sales Training and Back Office Operations. 13 years of work experience in the Telecom industry.


Key skills


Back office Operations: End to End, Back office Management for Corporate Customers, Online Grievance Management, Nodal and Appellate.

Retail Training & Operations: Accountable for smooth operations across Flagship and Franchisee Outlets. Developing Retail Software’s for day to day monitoring of retail activities on field.

New Product Launches/ Services: Launching new products and services (3G, MNP) across Flagship, Premium and Economy stores with the help of business development team. Conducting surveys and thereby implementing pilot projects.

Key Account Management: Building and maintaining healthy business relations with corporates within SLA ensuring customer satisfaction by achieving delivery & service quality norms.

Team Supervision: Leading, mentoring and motivating teams while ensuring compliance to the guidelines.


Work Experience:


Organization: Vodafone India Limited

Designation: Senior Manager, Service Operations Head- Retail, Gujarat

August 2014 till date


Responsible for Service Delivery across a horizon of 1000 Retail Touch points.
Implement the circle retail service strategy for Retail Outlets through improvement in customer experience.
Achieve C-Sat targets through Retail Outlets via C-Sat and NPS.
Development strategy and execution to improve the walk-in retention at exclusive retail outlets.
Evaluating Training needs and ensure Training plans are executed for frontline agents.
Manpower Hiring and controlling attrition.
Develop innovative mechanisms to capture the customer experience at the store and develop strategies based on MIS reports to improve the experience.
Cross Functional team to identify and resolve customer concerns.
Provide inputs to the overall circle retail service strategy to drive profitability of the channel and improve customer experience.
Develop partner’s engagement strategy with the zone retail leads.
Develop strategies to improve customer walk-ins and customer satisfaction at retail outlets.
Develop innovative mechanisms to capture the customer experience at the retail outlets.

Number 1 in Retail NPS scores in the country within Vodafone.
Winner of i-Spark for providing innovative thought for complaint Reduction which is being replicated as a National Process.



Designation: Deputy Manager {E-Commerce, Web chat/ Online Grievance Management, and Back office operations}

September 2013 till date


Customer interactions and escalations within TAT -Monitoring daily closures and escalations of the team.
Error Management and waivers – Monitor customer satisfaction/overall quality/resolution scores
Process improvement – Take forward the process gaps identified by executives /vendors to a higher level by implementing these changes with other departments.
Influx Management – Identifying key areas leading to influx and inculcating changes to stem influx and devise ways to reduce it.
Data Analysis and Complaint Reduction- Ensuring a periodic reduction in complaints through process changes/ highlighting gaps and plugging loop holes.
Projects – Manpower planning/ influx forecasting / other miscellaneous projects.
UAT and successful transition to New Software’s resulting in Customer Delight.
Organizing Regular Training ensuring team is updated with latest company and competition information.



Designation: Deputy Manager {Enterprise Back office operations}

October 2011 – September 2013
Circle SPOC for managing Enterprise Back Office work. Managing Written Communications for Enterprise Customer and Nodal writers within defined KPI.
Customer Satisfaction target is achieved for e-mails and Service requests rose by all touch points, by motivating the team thereby leading to effective & efficient operations with low attrition rates.
Reviewing monthly/quarterly performance and forecast volumes with circle and the partner.



Complaint reduction through proactive analytical methods.

World of Difference Winner for 2013


Organization: Reliance Communication Limited

November 2009 – October 2011


Designation: Manager {National Retail Sales & Support }
Maintaining daily records of specific details relating to the customer complaints, inquiries, feedbacks, customer transactions and interactions.
Ensure Customers’ query is understood and resolved as per customers’ satisfaction .
Monitoring day to day performance, SLA and Quality. Ensuring Repeat Transactions are below 10%.
Ensure training content is revised as per changes in the product and process.
Coordination with various functions like Sales, Marketing, Customer Service, Network, etc. for ensuring quick resolution.
Implementing process for new projects and product launches on internal as well as customer facing systems.


Designation: Area Manager {Retail operations}

March 2008 – November 2009

Accountable for maintaining Customer Service at Flagship, Premium and Economy Stores.
Servicing retail & corporate customers of voice (Mobile & FWP) & Wireless Data products through Reliance Mobile Stores.
Maintaining Inventory and smooth functioning at Retail Counters across the 915 stores as per company guidelines.
Identifying business opportunities through the team to develop Post-paid / Prepaid Business.
Accountable for Training of New products & launches and Personal development programs through the training Team.
Accountable for maintaining the ROI of Company and the Channel Partner through productivity enhancement, new business development and cost justification.
Generation of footfalls for customer up gradations through direct marketing and promotional activities.
Responsible for Billing Collections, Customer care and CAF fulfillments at retail outlets.




Organization:  Tata Teleservices Limited

Designation: Senior Executive, Modern Trade Lead

May 2006 – May 2008


Modern Trade – Circle Lead

Identification and Setting up of Modern Trade Channels.
End to End co-ordination with National Head Quarters for ensuring resolution for operational related issues.
Creating visibility of Tata Indicom Products across Modern Trade Counters.
Regular Training programs for Modern Trade Staff to ensure product update.
Planning Special Incentive Programs and activities to ensure sales and target achievement.


Sales Trainer – Circle Lead –May 2006 till 2007
Plan, organize, and direct a wide range of training activities.
Accountable for end to end training for Branded Retail Division for both COCO and Franchisee Staff.
Instituted Reward & Recognition programs for customer facing staff.
Adherence, download and execution of updates for Retail Operation Manuals.
Improve Retail Productivity through continuous and consistent training.
Manage vendors for training programs across employee.
Manage training costs through cost control, capacity utilization, and efficient use of Resources.



Successfully launched Modern Trade Channel across Gujarat in line with competition.
Active Participant in launching Company Owned Stores in Ahmedabad meeting all Retail Parameters


Organization:  Idea Cellular Limited

Designation: Senior Executive, Training & Training

Feb 2006 – May 2006
Organizing and imparting training of all new joiners in the Call Centre.
Audits of agents at the Outbound Call Centre and Inbound Call Centre.
Performing C-SAT related activities, analyzing and providing feedbacks for improvement.


Organization:  Reliance Communication Limited

Designation: Senior Executive, Backend Operations, Ahmedabad

July 2003 – Feb 2006
Functioning as an SPOC for major Corporate/Platinum & VIP accounts billed centrally in Gujarat; this also comprises of National accounts. Co-ordination with NHQ & various other departments for corporate issue resolution.
Accountable of End to End resolution of Chairman’s Office Escalations.
Managing Refunds process for Terminated customers.
Web World In charge, hence responsible for complete sales and service operations.


65% of long-term corporate issues resolved July2005.


Organization:  Bharati Cellular Limited

Designation: Team Leader Call Centre Ahmedabad

July 2002 – April 2004
Team Leader at the Call center with a team of 5 call center agents.
Handling escalated customer complaints for three circle (Mumbai, MP, Gujarat) .
Responsible for preparing the daily MIS, reports, etc. Major focus was saving cancellations & retaining the customers. Selling the value added services as and when required and thus bringing in revenue for the company.


“PERFORMER OF THE MONTH” awarded in Feb2004.
Promoted as a team Leader within three months of joining the Call center.



Academic Credentials


2003                     Lawkim Godrej – Diploma in CRM, 2003, 1st Class

2001                     Diploma in Advanced Computer Arts, 1st Class

1999                     B.Com, Mumbai University, 2nd Class

Personal Dossier


Date of Birth:                 25th July 1978