ROHAN RAVINDRA MORE
Thane
Summary
Service account manager with over 9 years of experience in enterprise account management and service delivery. Expertise in managing large-scale government and corporate accounts, enhancing service performance, and driving revenue growth. Proven track record in client relationship management, data-driven decision-making, and effective stakeholder engagement.
Overview
9
9
years of professional experience
Work History
REGIONAL ACCOUNT SERVICE MANAGER
Vodafone Idea
08.2022 - 05.2025
- As a regional service manager, I have improved escalation resolution time by 20% by implementing structured escalation workflows and standardised processes.
- Managed end-to-end service delivery for major government and enterprise accounts, including MSEB, BMC, India Post, BEST, and BARC.
- Served as the primary Single Point of Contact (SPOC) for clients and internal teams, ensuring SLA compliance and timely issue resolution.
- Led Monthly Business Reviews (MBR) and Quarterly Business Reviews (QBR) with senior client stakeholders to drive performance visibility and service improvement.
- Identified cross-selling and upselling opportunities within existing accounts, contributing to incremental revenue growth, and account expansion.
- Managed account collections, resolved billing disputes, and ensured accurate invoicing to maintain healthy financial performance.
- Collaborated with technical, operations, and finance teams to ensure seamless service delivery and effective coordination.
- Built and maintained strong, long-term client relationships, resulting in improved customer satisfaction and higher retention rates.
MIS EXECUTIVE – ENTERPRISE TEAM
Vodafone Idea
08.2020 - 08.2022
- Increased reporting efficiency by 30% through automation, data standardization, and streamlined reporting workflows.
- Designed and automated MIS dashboards to track service performance across Mumbai, MNG, MP, and GUJ circles, improving reporting clarity and operational visibility.
- Monitored KPIs, SLA metrics, and operational performance indicators to ensure adherence to service standards and identify areas for improvement.
- Delivered actionable insights and analytical reports to senior leadership, enabling data-driven decision-making across service delivery operations.
- Developed real-time dashboards for proactive tracking of service performance and faster identification of bottlenecks.
- Supported account managers with analytical reports, performance summaries, and data insights for client presentations and review meetings.
MIS EXECUTIVE – RETENTION TEAM
Vodafone Idea
08.2017 - 07.2020
- Reduced MNP processing errors by 15% through continuous compliance monitoring, quality checks, and process improvements.
- Managed MIS reporting for retention operations, and agency performance tracking, ensuring accurate and timely data delivery.
- Analysed customer churn trends and provided strategic insights to support retention planning, and improve customer lifecycle management.
- Conducted training sessions for internal teams on interpreting reports, using data effectively, and improving decision making.
- Prepared and presented weekly and monthly performance reports to management, highlighting key trends, gaps, and improvement opportunities.
MIS EXECUTIVE
Lumina Datamatics
08.2016 - 02.2017
- Reduced reporting turnaround time by 10% by optimising workflows and streamlining report preparation processes.
- Managed inventory reporting for major e-commerce clients, including Flipkart and Amazon, ensuring timely and accurate data delivery.
- Performed data validation and quality assurance checks to improve reporting accuracy and minimise discrepancies.
- Assisted in creating Standard Operating Procedures (SOPs) for inventory reporting processes to enhance consistency, and operational efficiency.
Education
Bachelor of Engineering - Electrical Engineering
BR Harne College of Engineering
01-2016
Higher Secondary Certificate -
Patuck Junior college
01-2012
Secondary School Certificate -
Cardinal Gracias high school
01-2010
Skills
- Service Account Manager
- Enterprise Account Manager
- Service Delivery Manager
- Customer Success Manager
- Key Account Manager
- KPI monitoring and reporting
- Escalation management
- Stakeholder Management
- MIS reporting and dashboard creation
- Service delivery management
- Data Analysis and Visualisation
- Root Cause Analysis
Tools and Technology
- Advanced MS Excel (Pivot Tables, VLOOKUP, XLOOKUP, IF Functions, Data Validation)
- SQL
- CRM Tools
- Telecom tools (NPG, VIBM, SMP)
Languages
English
Proficient
C2
Hindi
Proficient
C2
Marathi
Proficient
C2
Timeline
REGIONAL ACCOUNT SERVICE MANAGER
Vodafone Idea
08.2022 - 05.2025
MIS EXECUTIVE – ENTERPRISE TEAM
Vodafone Idea
08.2020 - 08.2022
MIS EXECUTIVE – RETENTION TEAM
Vodafone Idea
08.2017 - 07.2020
MIS EXECUTIVE
Lumina Datamatics
08.2016 - 02.2017
Bachelor of Engineering - Electrical Engineering
BR Harne College of Engineering
Higher Secondary Certificate -
Patuck Junior college
Secondary School Certificate -
Cardinal Gracias high school