Rahim Rajpari

Head of Department

Explico • Vollzeit

Jul 2025 - Present • 1 yr 1 mo

Customer Service & Sales Strategy Manager — Ethernet Xpress (ISP, Goa, India) Managed customer service operations and sales training for a subscriber base of 50,000+ across broadband/ISP services. Key highlights: - Built a Customer Health Score model (Red/Amber/Green segmentation) to flag at-risk subscribers before they churned - Designed a 5-stage churn intervention framework, reducing preventable cancellations through proactive lifecycle touchpoints - Created bilingual (English/Hindi) tele-caller sales scripts and objection-handling playbooks for a market expansion launch - Led a cost-centre-to-profit-centre transformation strategy, turning customer service from an overhead function into a revenue driver - Built executive-level dashboards and reporting (PPTX/Sheets) used for leadership decision-making - Ran subscriber churn analysis across product tiers and regions, identifying key drivers behind short-tenure cancellations This hands-on, real-world experience is the foundation of every dashboard, script, and strategy framework I deliver as a freelancer.