Experience

• 

  Ienergizer

  Nov 2013 - Jul 2015

  Communications specialist
• 

  Hindustan samachar

  Jul 2015 - Jan 2016

  Diplomatic affairs reporter
• 

  Ienergizer

  Sept 2016 - Apr 2019

  Roles and Responsibilities:• Listen to calls either recorded live or side-by-side while communicating feedback.• Implement agent training and coaching initiatives.• Provide customer feedback and internal compliance feedback to management.• Willingness to accept challenges along with the ability to work under pressure.• Ability to develop quality assessment strategies and plans and implement them successfully• Monitor calls of representatives and ensure they are addressing customers' complaints as per set protocols.• Attention to details, communication, and leadership skills Show less

  • Senior Quality Analyst

    Nov 2017 - Apr 2019

  • Quality Analyst

    Dec 2016 - Oct 2017

  • Sr. customer service executive

    Sept 2016 - Dec 2016
• 

  Ericsson

  Apr 2019 - now

  • Established the successful operations to support the organizations to achieve their objectives by asking the right questions to translate strategic plans into tactical initiatives. • Spearheaded the transitioning and transformation of global operations in GSC centers. Possessing excellent management & financial skills with the ability to work with the minimum of supervision & responsible for resource/competence management for direct reports.• Provide solutions to optimize operational performance across a broad range of areas, with focus on mobile technology, new product development, Project Management, Managed Services, Resource Management, Competence Management, Roll-outs, Solution customization, Risk, Incident and Change Management, Reporting and ensuring that the team adheres to the SLAs and WLAs agreed between the Telecom/IT Service Operations customers.• New business opportunities: worked on multiple new business opportunities from project initiation.Responsible for managing Strategic learning plan to assure competence development at Unit level.NOC & SOC designing & re-engineering in the Region & Global Service centers. Management point of contact for KPI, SLA, Escalations, Network issues, Proactive & Reactive Problems.• Governance with team, Vertical, Client, Vendors, cross functional & cross location teams. Responsible for Resource’s multi domain Competence, Training felicitation, Facility issues, Annual Appraisal, Promotions and Recruitment• Financials – focused on lean and save cost for the organization. • Managing the process, services, solution customization, risk, incident and change management, reporting and ensuring that the team adheres to the SLAs and WLAs agreed between the customers.• Responsible for owning any escalations, requests or queries ensuring appropriate action is taken to manage or resolve. Show less

  • Domain Manager

    Sept 2020 - now

  • Senior Engineer

    Apr 2019 - Sept 2020