Sandeep Bharti Gupta

Experience

• 

  Airtel

  Dec 2002 - Dec 2004

  Associate - Operations
• 

  Bharti Airtel Limited

  Jan 2005 - Apr 2007

  Engineer - Technical

  • Define Routing plan and Charging in switch.• Independent handling of all the matters related to IUC (Interconnect Usage charges) billing and regulations.• Revenue forecast through trend analysis of subscriber calling.• Detect possible loops holes resulting in revenue leakage and finding alternatives.• Net Realization of Revenue on per MOU/per Subscriber basis across various geographic and demographic segments• Coordination with BSNL and other Private operators for Interconnect related issues.• Monitor O&M of Middleware database, CTI and IVRS servers 198• Monitor O&M of WFDMS (Complaint Management System) Show less

• 

  COLT Technology India Services Private Ltd

  Apr 2007 - Apr 2018

  • Revenue Assurance• Handled Overseas and domestic business development and operations• Manage customer billing queries • Ensure process changes are authorized, documented, and reviewed with relevant stakeholder input• Built audit and control checks to improve quality of services• Experienced in defining, developing, training and implementing billing processes for new CRM ticketing system.• Designed training material and delivered training to billing users on new CRM system (Oracle Siebel)• Designed training material and delivered training to Business Support team to improve overall customer satisfaction• Developed various tools to increase efficiency and customer satisfaction. Show less Prepared Voice Margin Analysis and Tariff Assurance reportTake responsibility for the definition, documentation and successful completion of all complex Telco products projects, directing and counselling project team and billing team members, and advising clients/users as necessary on all phases.Ensure that owned projects are formally closed and, where appropriate, subsequently reviewed, and that lessons learned are captured and appropriate action taken. Produces appropriate documentation to support these processes.Build and manage a team and engages teams/contacts from across Colt as required.Create and maintain project documents including plans, scope docs, key activities, milestones, dependencies, durations, task ownership, risks and issues for each activityEnsure all key documentation is developed and maintained, incl Project Scope, Project Milestone Plan, Risk and Issues register, weekly and monthly reports etc.Establish a single point of contact for the customer for the duration of the project and agreeing escalation paths and manages expectations for all stakeholders.Manage all customer communication during the project life cycle ensuring a high level of customer satisfaction throughout the project.Handled Overseas and domestic business development and operationsEnsure process changes are authorized, documented, and reviewed with relevant stakeholder inputBuilt audit and control checks to improve quality of servicesDeveloped various tools on reporting to increase efficiency and customer satisfaction Show less

  • Senior Team Leader - Billing and Revenue Assurance

    Jan 2013 - Apr 2018

  • Senior Team Leader, Billing & Revenue Assurance

    Jan 2013 - Apr 2018

  • Team Leader, Billing & Revenue Assurance

    Jan 2011 - Dec 2012

  • Lead Analyst, Billing & Revenue Assurance

    Jan 2009 - Dec 2010

  • Senior Analyst - Finance Operations

    Jul 2008 - Dec 2008

  • Analyst - Finance Operations

    Apr 2007 - Jun 2008
• 

  Colt Technology Services

  May 2018 - Dec 2023

  • Selenium Automation, Data Wrangling with Pandas, SQL and development of 20+ RPAs• Document Processing, OCR and Image processing• Ticket and Service Request classification using Transformers• Increased annual revenue by €1,095 K via recommending improvements in Voice Margin.• Reviewed files, records and other documents to obtain business information and key data in order to respond to development requests.• Finalized plans and obtained final approval from stakeholders.• Managed process flows, operations support and customer engagement strategies.• Improved NPS by automating process.• Worked effectively with cross-functional teams to create solutions that elevated customer experience and significantly improved overall Colt performance.• Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions. Show less

  • Manager RPA

    Apr 2022 - Dec 2023

  • Consultant

    May 2018 - Apr 2022
• 

  BT Group

  Dec 2023 - now

  Insights Manager