R K Beniwal

Experience

• 

  ANZ

  Jun 2011 - Sept 2013

  Analyst

  NZS Project team Member. Accountable for : • Data Transmitting operations in New Zealand Ops.• Meeting and exceeding set SLA’s target while adhering to ANZ Support Services India’s employee rules.• Active involvement in organizing various task orders in different verticals of Department.• Execution of time to time reports generations on fulfilment of operations.• Aggressively Learning and Training other team members on new applications.• Communicate masterfully with Branch Manager and Project Heads for new work orders.• Identifying optimal and flexible solutions to minimize the complications during system migration.• Foster a positive, achievement oriented environment while supporting and maintaining the company's culture and reputation of integrity. Show less

• 

  Airtel

  Oct 2013 - Nov 2014

  Showroom Manager

  • Preparation of Strategic tools that helped the sales team to meet the targets assigned through channelpartner such as Voice/Data Sales, VAS, Gross Adds.• Revenue generation with minimized cost.• Implementation of these tools to enhance cross selling in retail and maintaining the compliance levelextending requisite services to customers.• Analyzing the market data and prepare tools to enhance the service quality in retail front.• Conversion of every customer interaction to quality lead generation.• Customer centric rather being product centric.• Identifying the issues of data cards/devices of 3G & 4G and resolving the issues as FTR• Identification, appointment and training of channel partner’s manpower to ensure the growth in serviceparameter.• Engaging and leading all the CRO’s, FSE’s with appropriate training tools and strategy development.• Analysis of Cost to Income ratio thereby, ensuring the ROI of the channel partner is positive. Show less

• 

  Trustt

  Nov 2014 - now

  Development of Restful micro-service based Full Stack applications using PHP/Node.js as framework.Guide juniors for technical challenges for developments, bugs identification & debugging applications using different technologies (PHP/ Python / Node.js)Efficient tech design, proper task breakup and realistic effort estimates for the user stories assigned.Implementation of CRM with IVR Tree on Asterisk Legacy System and integrated with External Helpdesk Systems for emails/tickets with integration with long code messaging service Show less • Design and Development of the internal/Field users CRM / Dashboard / WebApps to engage user .• Managing and Monitoring of Tools and System Uptime.• Recent works : • 2 Way Call Masking on Asterisk IVR. • Asterisk IVR API and Call Routing up to 3 Levels. • CRM for IVR Helpdesk . • SMS API for quick services using short codes. • API integration with FreshDesk and Customized Web-Apps for Service Request/Ticket Management. • High performance database driven Web-Apps for internal and external users with Email/mobile OTP authentication. Show less Monitoring : • Monitor AEPS, Remittance, CMS, Wallet and Bill payment Transactions and report pending transactions to the respective departments for settlement of the transactions.• Managing the Incident, Problem, Change Management and SLA Process for day-to-day calls and service issues (including Sev-1 and Sev-2 Level) for various applications like Remittance (NEFT/IMPS) / Statements & Alerts / eWallet Payments / M-ATM (AEPS Transaction).Training : • Design & Development of new Training tools toward training sales team and field agents on process and troubleshooting on issues.Fraud Management : • Managing the Suspicious wallet Transactions & reporting it to the Service Partner to identify the possible fraudulence and returning the funds to the original source & report the usages to the partner for potential frauds.• Closely examine server issues and downtimes for timely communication as well as blocking transactions to reduce pending cases.Reporting : • Co-ordinate with Developers Team towards new Process implementations & Bug fixing.• Monthly reporting of transaction trend and issues/concerns for management. Show less

  • SDE III

    Apr 2022 - now

  • SDE II

    Jul 2021 - Jun 2022

  • TSE III

    Apr 2019 - Jul 2021

  • Assistant Manager - Customer Experience

    Oct 2015 - Apr 2019

  • Customer Experience Executive

    Nov 2014 - Oct 2015