Anthony Dive

Experience

• 

  Infosys BPO

  Jul 2005 - Sept 2007

  Customer Care Executive

  • Joined Infosys as a Customer care executive for one of the largest telecom in the UK (Internet Service Provider), to provide technical support for internet service. • Technical troubleshoot and gather information from customers to identify root causes of customer problems and/or dissatisfaction.• Resolving queries related to set up the internet connection and any issues related to the internet service (Slow connection, intermittent connection, or no connection)• Trained and managed new hires for the department; provided weekly status updates to upper management via meetings and written reports.• Answered any incoming questions from customers (system, reservations, etc.) also completed Show less

• 

  Amdocs

  Sept 2007 - Mar 2023

  • Managing Applications monitoring and Service Incident responsibilities for an American multinational corporation• Initiating hierarchical escalation process as per the incident management process, including senior authorities and asking for their support, if the need arises• Successfully delivered all project deliverables: Effort Estimation, Project Plan & Schedule Document, Design Document and Change Requests• Prepared monthly and quarterly cash/chip requirements forecast and performed budget variance analysis.• Monitored employee performance by conducting daily evaluations to ensure facility ran efficiently and effectively while providing guidance, feedback, and encouragement• Attended daily meetings with Senior Management and General Manager to report all productivity, attendance, and daily operations.• Perform the qualitative or quantitative risk analysis based on the probability and impact, according to the project requirement consequently plan the mitigationSubject Matter Expert • Responsible for day to day operations of Canadian Corporate Customers. People Management – Including Coaching & feedback. Develop staffing needs based on operational requirements. Plan to ensure maximum utilization along with Team performance dashboard.• Designed and implemented operational tracking and reporting utilizing an Access database resulting in the ability to track and monitor timeliness and historical customer activity.• Quality Management – Organize Project Quality Management Plan & Quality assurance checks. Plan for the improvement of the existing process to support the changed business requirements.• Resolved questions and escalated issues. Handled non-clinical matters with customers and resolve communication issues.• Maintained consistent communication between Business, Project, and IT groups to ensure information was clear, well-defined, and understood. Show less

  • Technical Business Operation Manager

    Sept 2007 - Mar 2023

  • PRODUCTION MANAGEMENT LEAD

    Feb 2012 - Apr 2022

  • Sr. SME

    Sept 2007 - Apr 2012
• 

  NCS Group

  Mar 2023 - now

  Sr. Project manager