Vinod Sapra

Experience

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  ProtaTECH Inc.

  Jul 2014 - Jul 2015

  Network Engineer
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  British Telecom

  Jan 2016 - now

  Network Records
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  BT openreach

  Jun 2021 - now

  Technical Delivery Team lead

  Reviewed and supporting Kaizan projects.Mentoring team of SME,QA andtrainers, analyzing weekly/monthlyreports Quality/ operational dashboardsfor providing insights and set-up KRAAnalyzing CSAT and NPS reportsFormulated TNA, TNI to plan training fornew hire & refresher sessions forexisting employees.Mentored and motivated teams so as toensure adherence to all service levelcomponents, productivity targets, quality targets are met.Formulated reports on teamperformance, customer data & customer feedback.Conceptualized and adopted ideas forprocess enhancement.Provided training's to representatives;updated process related changes toassociates.Custodian of the end-to-end operationsmanagement including transition,quality, process, training, migration,service delivery ,meeting SLAs definedfor the critical CTQs definedWorking in close coordination with thestakeholders, defining SLAs andensuring the same are met strictlyHighlights:Recommended various trainingprograms for new joinees; ensured thattraining's delivered to the team were putinto effect and feedback was given onthe program success, thereby ensuring a transparent review of acquired talent in the company.Transitioned and stabilized variousprocess and enhanced the overallperformanceEnsured correct placement of training &compliance structure along with theirproper documentation as a member ofthe Audit TeamSuccessfully implemented operationalexcellence plans, thereby leading to anincrease in efficiency (process andhuman resource) Show less