Experience

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  Tata communications

  Apr 2011 - Nov 2024

  1. Supervised a team of network and security Subject Matter Experts (SMEs) for an international client, ensuring smooth and efficients operations.2. Aligned team Key Performance Indicators (KPIs) with the customer's processes, maintaining a high level of service quality and compliance.3. Conducted analysis of ticket rates and repeat rates on circuits, implemented strategies to reduce them by collaborating with internal stakeholders, resulting in a 15% decrease in repeat rates within 6months.4. Led Quarterly Business Reviews (QBRs), Monthly Business Reviews (MBRs), and Weekly Business Reviews (WBRs) with customers, addressing and resolving their inquiries regarding service assurance and ticket/case lifecycle.5. Upheld team Customer Satisfaction (CSAT) and Overall Net Promoter Score (NPS), contributing to the enhancement of the organization's overall performance metrics.6. Orchestrated weekly calls with Partner/Providers and customer SMEs, proactively addressing customer queries and driving them to resolution by engaging relevant stakeholders.7. Prepared monthly presentations for senior management, providing insightful updates on team performance and key achievements.8. Successfully achieved and maintained Service Level Agreement (SLA) targets set for the customer, showcasing commitment to service excellence and adherence to contractual agreements.9. Managed and tracked projects for the customer, ensuring timely delivery and adherence to project milestones, resulting in a 10% increase in on-time project completions.10. Implemented quarterly performance management assessments for the team, driving accountability and performance improvement initiatives.11. Acted as the first point of escalation for critical customer issues, managing them to resolution and sharing Root Cause Analysis (RCA) with the customer, resulting in a 25% decrease in critical issueresolution time. Show less Major Responsibilities. 1.Maintaining team KPI as per the process set by the higher management. 2.Monitoring and achieving quality parameters for the team. 3.Handling recruitment process for the team and training newly joined members with respect to operation and technical process. 4.Primary SPOC for multiple customers (Customs and Central Excise, Titan Industries Limited, IndusInd Bank,Toyota Group.) for critical network and service assurance related issue. 5.Preparing SOP and lead the desk for customer Havells Industries Limited and Titan Industries limited. 6.Analyzing the ticket rate, repeat rate on circuits and reducing the same by coordinating with internal stake holders. 7.Leading the QBR,MBR,WBR with customers and answers and resolve the Queries raised by customer related to service assurance or ticket/case life cycle. 8.Monitoring and sharing the RCA Queue of the team for issue such as site isolation, HUB Site down and sharing the same with customer within the TAT. 9. Preserving the team CSAT and Overall NPS for the overall organisation. 10. Incident Management , Escalation Management , Jeopardy Management. 11. Improved the RFO Quality scores for the team for average of 88% to 98% since last year. 12. Drove the CSAT and NPS along the leads to gain 6% from last year (79% to 85%) Show less Major Responsibilities. 1.Maintaining team KPI as per the process set by the higher management. 2.Monitoring and achieving quality parameters for the team. 3.Handling recruitment process for the team and training newly joined members with respect to operation and technical process. 4.Primary SPOC for multiple customers (Customs and Central Excise, Titan Industries Limited, IndusInd Bank,Toyota Group.) for critical network and service assurance related issue. 5.Preparing SOP and lead the desk for customer Havells Industries Limited and Titan Industries limited. 6.Analyzing the ticket rate, repeat rate on circuits and reducing the same by coordinating with internal stake holders. 7.Leading the QBR,MBR,WBR with customers and answers and resolve the Queries raised by customer related to service assurance or ticket/case life cycle. 8.Monitoring and sharing the RCA Queue of the team for issue such as site isolation, HUB Site down and sharing the same with customer within the TAT. 9. Preserving the team CSAT and Overall NPS for the overall organisation. 10. Incident Management , Escalation Management , Jeopardy Management. 11. Improved the RFO Quality scores for the team for average of 88% to 98% since last year. 12. Drove the CSAT and NPS along the leads to gain 6% from last year (79% to 85%) Show less 1.Working as a customer Service executive at Tata Communications. 2. Troubleshooting on network/ IP related issues. 3. Major coordination with local loop providers for resolving issues raised by enterprise customer such as packet drops, latency, network down. 4.Maintaining the ticket/case/incident TAT for customer updates. 5. Monitoring the RFO Queue and share the same with the customers within the agreed TAT. 6. Supporting the leads in maintaining the team Quality Scores and SLA. Show less

  • Manager Dedicated Desk

    May 2023 - Nov 2024

  • Assistant Manager

    May 2021 - May 2023

  • Team Lead

    Jan 2018 - Apr 2021

  • Customer Service Executive

    Jan 2014 - Jan 2018

  • Associate Network Engineer

    Apr 2011 - Jan 2014
• 

  Kaizer permanente

  Nov 2024 - now

  Manager it support network/telephony