JAWED KHAN

Experience

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  Airtel

  Sept 2006 - Mar 2010

  Maintained high level of relationship with the corporate accounts, resolving the post sales issues.Ensured quality of services and end to end service delivered operation for assigned customers.Develop and maintain excellent business relationships with customers and the account teams.Visiting the escalated accounts for close looping of the concerns.Coordinating with the various departments internally to get the cases closed.Ensure timely payment of the invoices & managing the collection of the accounts assigned.Carrying forwarded retention activities for customers and developing new strategies of retention's.Rich exposure to handle the provisioning and order management in Arbor and Meta-solve for new, Change, Up gradation, down gradation, shifting and disconnection of existing customer.Co-ordination with Regional Project Managers/Project Engineers / Network Team, in case of any technical & commercial related issue / clarification etc.Ensuring all the Orders to be logged into Meta-solve System within 8 working Hrs. & all are having the correct info as per the required product.Organize service camps at customer premises for better customer satisfaction & providing information regarding the company’s product & services.Ensure end to end service delivery and meeting their requirements as per defined TAT and SLA.To help achieve the KPIs like churn, collection, complaint reduction, SLA adherence etc.Ensure 100% service level adherence to business processes and achieve the C-SAT target.Managed and up sell existing & new products/services to customers through Service camps.Provide RCA for service failure, SLA, provisioning error and network related cases.Preparing and sending MIS reports to the various concerned departments. Show less • Managed backend operations team for department SMG.• Taking care corporate customers activation process for Postpaid cellular services.• Regular follow up with internal departments for resolution corporate customers issue and ensuring timely resolution after sales service.• Monitoring SLA and analyze the data and highlight these cases to higher authority.• Daily briefing to the entire team by collecting updated information on product and process.• Organize training for Corporate Sales Associate (CSA) team for error free punching for corporate customers in different areas.• Handling Corporate Customer’s QRC (Query, Request and Complaint) via e-mails.• Taking care escalations and close Looping of the cases and responsible for timely resolutions of customer queries, complaints and requests.• Provide Root cause analysis for service failure, beyond SLA, provisioning error and network related cases. • Imparting refresher / training sessions for product, process and service provisioning.• Prepare MIS for FTR (First Time Resolution), NFTR cases for Query, Request and complaint.• Sharing MIS & dashboard on weekly and monthly basis. Show less

  • Corporate Relationship Manager

    Nov 2008 - Mar 2010

  • Backend Operation- Customer Service (SMG)

    Sept 2006 - Oct 2008
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  Orange Business

  Mar 2010 - now

  Analyst OTC Operations

  Hardworking & dedicated individual with expert domain knowledge of handling O2C Operations (Billing), Revenue Assurance, Cash Collection, Customer Service, Account Management, QoS, C-SAT, Project Co-ordinations, Training, Stakeholders Management, and Team Management, seeking a challenging job that would energizer my skills and knowledge with the objectives of the organization.Dedicated and focused individual, determined to add value to the organization I work for, through my exceptional knowledge and learning ability.Thanking you.Jawed Khan Show less

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  Accenture in India

  Mar 2021 - now

  Process Delivery Analyst