Dharani Kuppan

Results-driven Telecom Operations and Service Delivery professional with 12+ years of experience in Telecom and Fintech. Extensive experience in managing end-to-end telecom operations, service delivery, customer experience, field operations, network deployment, and business development. Proven ability to lead 40+ employees and 15+ vendor partners, ensuring SLA/TAT compliance, operational excellence, customer satisfaction, and revenue growth.

Strong expertise in stakeholder management, customer escalations, workforce planning, performance management, and cross-functional team leadership.

Territory Sales Manager at Paytm (2026-04 – Present)

• Lead field sales operations across the assigned territory.
• Drive merchant acquisition for QR, Soundbox, and POS solutions.
• Manage field sales executives and monitor daily productivity.
• Achieve sales, activation, and revenue targets.
• Build strong merchant relationships and increase customer retention.
• Conduct market visits to identify new business opportunities.
• Coach and mentor field teams to improve performance and productivity.

Assistant Manager – Telecom Operations & Service Delivery at Reliance Jio Infocomm Ltd. (2020-09 – 2026-03)

• Managed end-to-end Jio Fiber operations at the Jio Centre.
• Led telecom service delivery, installation, and assurance operations.
• Managed sales operations alongside customer service delivery.
• Ensured SLA, TAT, and customer satisfaction targets.
• Coordinated with contractors, vendors, and local authorities for seamless network deployment.
• Led field teams to improve productivity and operational efficiency.
• Managed customer escalations and ensured timely issue resolution.
• Supported customer acquisition and revenue growth through operational excellence.

Team Leader – Customer Service Operations at Bharti Airtel (2018-09 – 2020-03)

• Led customer service operations and managed day-to-day team performance.
• Ensured SLA compliance and timely resolution of customer issues.
• Managed customer escalations and improved service quality.
• Monitored productivity, attendance, and operational KPIs.
• Trained and motivated team members to improve performance.

Service Manager at Bharti Airtel (2014-11 – 2018-08)

• Managed customer service operations and relationship management.
• Resolved customer queries through phone and email support.
• Improved customer satisfaction through proactive follow-up.
• Supported customer retention and new customer acquisition.
• Maintained high service quality standards.

Bachelor of Engineering in Electrical & Electronics Engineering – Adhiparasakthi College of Engineering