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CV Service Assurance and Process & Implementation Manager

 
Service Assurance and Process & Implementation Manager

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CV/Resume ID no.: 87992

Location (Residence): Mumbai, India
Citizenship: India
 
Languages:
  Native: Hindi
  Other: English Australian
 
Education & Experience: Work Authorization & Relocation:
Education:
  Bachelors in History

Years of Experience: 9 years
Authorized to work in:
   India
Present Location:
   India, Mumbai
Relocation:
   Anywhere (International)
 
Expertise
Category Subcategory Ability Experience
Other Customer Service Experienced 15 years
Other Media Experienced 3 years
 
CV/Resume Details
 
1. Summary (Cover Letter) - CV/Resume Part 1 [Mandatory]

• A Hardcore professional with Approx. 9 yrs experience in Customer Service, Complaint & Query Management, Training, Recruitment and Product and Process management in Telecom Industry reflecting pioneering experience and record-breaking performance.

• Sound knowledge in customer care models and in-depth information of capabilities and complexities of products handled.
• Strong affinity in building and maintaining relationships with teams across various cross functions.
• Well organized with a track record that demonstrates self-motivation, creativity and initiative to achieve both personnel and corporate goals.
• Demonstrated ability to select, train and retain self-motivated team.
• Developed several tools to increase C-Sat & to reduce churn.

2. Work Experience - CV/Resume Part 2 [Mandatory]

Professional Experience

Company:

• Presently working with Reliance Communication Ltd. (A leading company of Renowned Reliance Anil Dhirubhai Ambani Group), from January 2008 till date, as Service Assurance and Process & Implementation Manager – Enterprise Business Group, Corporate Office, responsible for Customer service Delivery (post installation) of Wireline, Data & Enterprise solution products for the country


Job Profile

• Interacting with Service Assurance/Service Delivery Managers, ICO Heads all over India, A/c. Managers for issues pertaining to broadband.
• Coordinating with Broadband Call Center team (Front & Back End) and Process Designer team for any enhancement in the current or upcoming processes.
• Maintaining daily MIS reports, Escalation Report of ClariFy & ClariTy.
• Coordinating with BPO to analyze the problem/issues faced by the FOCSR to answer the query of the customer.
• Analyzing the FTR (First Time Resolution), Case & Complaint report to resolve the query of the enterprise customer to give them the best service.
• Helping the FO, BO & circle team to resolve the queries & complaints of the customer in the given SLA.
• Process lay out for products described.
• Part of the UAT (User Acceptance Test) team for new product roll out.
• Process and products improvement.
• Driving Customer service delivery at circle teams.
• Development & implementation of new ideas to increase C-Sat & to reduce churn.

Organizational Achievement

• Responsible for the substantial decrement of ClariFy MACD related case.



Previous Work Experience:

• Worked with Tata Teleservices Ltd. (A leading company of Renowned Tata Group), from August 2006 till January 2008, as BPO Co-coordinator & Process Designer – Enterprise Business Group, Corporate Office, responsible for Customer service Delivery (post installation) of Wireless, Wireline, Data & Enterprise solution products for the country


Job Profile

• Coordinating with BPO to analyze the problem/issues faced by the FOCSR to answer the query of the customer.
• Analyze the Call wrap up, SR & Complaint report to resolve the query of the enterprise customer to give them the best service.
• Taking care of the front-end call centre and backend resolution teams, based out of Pune, Mohali, Hyderabad & Kolkata – Meeting Service levels and delivering results within agreed TAT and SLA.
• Process lay out for products described.
• Product roll out – product team to customer care team migration.
• Part of the UAT (User Acceptance Test) team for new product roll out.
• Process and products improvement.
• Driving Customer service delivery at circle teams.
• Making Annual Operating Plan for products responsible.
• Development & implementation of new ideas to increase C-Sat & to reduce churn.

Organizational Achievement

• Visited various circles across the country to pick up the best practices and implemented the learning’s in the cluster, in turn increasing the SLA levels.
• Responsible for the centralization of Email/Offline Unit outsourced to Tech-Mahindra based out at Chennai.
• Recognized across the Hub and Corporate office as one stop shop for many technical scenarios for wireline, wireless, data & solution products.



 Worked with Reliance Info streams Pvt. Ltd from July 2003 to August 2006 as Customer Interaction Executive – Operations in a process called ECFU, involved in resolving Customers issues on both Network and MACD.

• Handled a team of 16 Customer relationship Executives which involved network, equipment and MACD related issues of the various Broadband Products launched by Reliance.
• Interacting with different customer from all over India & taking the feedback about the product & services and coordinating with Service Assurance & Service Delivery Manager to solve the Request & Complaints of the customer within the given SLA.
• Worked on designing the BackOffice Processes, as in the team since the initial phase.
• Interacting with Service Assurance/Service Delivery Managers all over India, A/c. Managers for issues pertaining to broadband.
• Maintaining daily MIS reports, Daily Lead count, Escalation Report.
• Handled Rostering for the entire ECFU bucket back office of Reliance.
• Reporting and report analysis. (Team Performance Report, Out of SLA cases etc.)
• Quality and HR interface for the bucket.
• Conducted training sessions to TL’s of other buckets on FWP/T (Network & MACD)



 Worked with Digital Graphics from March 1999 to June 2003 and grew to the post of a Senior Multimedia Content Developer.

• Responsible for handling Key Enterprise Accounts for the advertisement for their Products.
• Handling Technical Queries & Complaints related to Designing & Content Developing.
• Responsible for giving Product trainings to various executives at all levels.
• Responsible for analyzing various market Trends related to existing products.
• Responsible for generating reports on a Daily, Weekly & Monthly basis.


3. Education & Training - CV/Resume Part 3 [Mandatory]

QUALIFICATION:

• Graduated in Arts from Vinoba Bhave University.
• Diploma in Multimedia from Arena Multimedia, Ranchi.


4. Computer Skills - CV/Resume Part 4 [Mandatory]
Diploma in Multimedia from Arena Multimedia, Ranchi.
5. Other Skills - CV/Resume Part 5 [Optional]
Very much customer focused.
6. Additional Information - CV/Resume Part 6 [Optional]
-


 

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Service Assurance and Process & Implementation Manager
CV/Resume ID no.: 87992

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