Home  Register  Jobs  CVs  Job Search  Worldwide  Process  Help  Search  Scams  JA  B  C
Oil Offshore Marine Careers in Onshore and Offshore Drilling Energy Industry Oil Offshore Marine: Oil & Gas Jobs & CVs Online recruitment services (job vacancies, resume/cv database search) for Oil Industry, Energy, Offshore, Petroleum, Engineering, Construction, Drilling, Subsea, Marine, Shipbuilding, Shipping, Petrochemical. Have your own FREE account! free cv upload registration on Oil-Offshore-Marine.com recruiter benefits: free job postings and cv search on Oil-Offshore-Marine.com
  Need to find something?
 
 Username:  
 Password:  
Oil Offshore Marine Register
 
  Remember my password?  
 Recruiters - Employers & Agencies
  Advertise / Contact Us
free cv upload for all job seekers, free access to oil and gas jobs
subscribe to oil careers alerts, oil jobs postings, drilling rig jobs, engineering jobs

 

CV Service Assurance and Process & Implementation Manager

 
Service Assurance and Process & Implementation Manager

Resume built for oil and gas job opportunities by a jobseeker with experience in Service Assurance and Process & Implementation Manager - would you like to offer this candidate a job/contract employment?

Please contact us OR search for another relevant oil CV/Resume in our impressive oil industry database

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]
-


 

Questions about this candidate? Contact us for an immediate answer. To find similar people [or more experienced] - active jobseekers, please login OR create, FREE of charge, your own company account.

In order to view this candidate's contact information, you must a) be registered with Oil Offshore Marine - Worldwide Oil & Gas Jobs, and b) have already purchased a subscription.

Login Register Pricing Information
Service Assurance and Process & Implementation Manager
CV/Resume ID no.: 87992

Relevant CVs; view more oil and gas CVs
1. COMPUTER TEACHER, GENERAL ADMINISTRATION, SCHOOL/COLLEGE MANAGEMENT
2. Administration Manager Operation, Chief coordinator with Human Rights Group of Pakistan
3. Entry level postion, willing to work hard, up for new challenges.
4. OIL & GAS PROCUREMENT ENGINEER / BUYER / MATERIAL CONTROLLER
5. IT Network
6. I have 2 years of experience in HSBC
7. Legal Executive, Legal manager
8. BE in Information Technology with 3+ yrs experience in PM/HR/Admin
9. Export manager, excellent Italian and Russian languages, interpersonal skills.
10. Accounts & HR dept
11. Accounting Staff
12. Broad Experience in agriculture (4+ years)with good experience in project monitoringand evaluations
13. Able Bodied Seaman, deckhand, ordinary seaman
14. Catering, Kitchen, Retail, Media, Experience in Fine Dining/Banquet/Event Management
15. Customer Service Executive
16. Maintenance Technician
17. Draughtsman Civil / Designer ( Auto Cad )
18. Administration person
19. Entry Level, Trainee
20. Fork Lift Driver
 
 
Other CVs; view more oil and gas CVs
1. Structural Designer PDMS
2. QA / QC Inspector / Welding Inspector / piping inspector / structural Engineer
3. Offshore Electrican Technician
4. HSE Health and Safety
5. Pipeline / Installation Engineer
6. Document Controller in SABIC
7. Rigger in the oil & gas industry for 6 years; Rigger/Deck Crew
8. Instrumentation Technician
9. Administration person
10. QHSE Engineer
11. Quality/ Inspection, QA/QC, NDT Jobs
12. Welding Inspector, SGS Libya
13. Chief Rig Electrician - HSE/Pride/PetroSA on the Orca FPSO
14. Marine Chief Engineer, Technical Superintendent, Supervisor for New Building
15. Remote Site Medic, Sabre International Security, Najaf International Airport, Iraq
16. GSM Engineer, Telecom Engineer GSM technology and CDMA
17. Senior Equipment Technician, Chief Electrician Electronics Technician
18. Drilling/Completion Company Man, Drilling Supervisor, Dhahran Development Oil Field
19. Piping design engineer Larsen & Toubro, new well head modification project
20. Oil and gas maintenance technician, Operation, Maintenance of Mechanical equipments
21. Mud engineer on drilling rig experinces 08 year in ongc india ltd
22. Production Engineer / Manufacturing Engineer Egyptian Company for Knitting Industries CARINA CAIRO
23. Ambulance paramedic, 5 years experience in Romania
24. Environment Protection Officer Scottish Environment Protection Agency (SEPA) Inverness Aberdeen UK
25. Lab Chemist / Lab Technician Attock Refinery Ltd National Development Complex Islamabad Pakistan
26. Experinced in safety industry and construction in India and Middle East for the past 4 years
27. Instrument Technician M/s Oil & Gas Development Company Limited OGDCL Hundi Sari Gas Plant Pakistan
28. QC Inspector Electrical, Instrumentation & Telecommunication Larsen & Turbo India Maersk Oil Qatar
29. Operation Manager, Master DPO Offshore Vessels Bourbon Offshore Greenmar Sonasurf Angola
30. Licensed electrician with industrial maintenance, domestic, commercial and construction experience
 
 

Press Ctrl+D to Bookmark - Tell a Friend - Job Archives - Jobs - Oil and Gas CVs Resumes - Subscribe to Job Alerts - Site Map - Events - Legal - Privacy - Contact

oil offshore marine's website design

Official Blog - International Maritime Signal Flags - Glossary of Oil & Gas Jobs Definitions - Abbreviations & Acronyms from the Oil, Offshore, Marine, and Shipping Industries - Engineering Oil Jobs - Top 100 Energy Sites - Marine Jobs - Offshore Jobs - Oil Careers - Maritime Jobs - PDS/PDMS Oil & Gas Jobs - Oil Industry Jobs - Oil Field Jobs - Oil and Gas Careers - Petroleum Jobs - Oil Rig Jobs - Offshore Oil Rig Jobs - Drilling Jobs - Oil Industry - Official Sitemap - Jobs Feed - Login to your Oil-Offshore-Marine.com account

www.Oil-Offshore-Marine.com - Your Oil & Gas, Offshore, Construction, Shipping, Petrochemical, and Marine Engineering Recruitment Center.

© Oil Offshore Marine - Oil & Gas Jobs - All Rights Reserved.
This website is designed for international users, and its use is governed by Oil Offshore Marine - Oil & Gas Jobs Legal provisions. By browsing on any page of this website, you are deemed to have accepted all Oil Offshore Marine - Worldwide Center of Oil & Gas Jobs legal terms. If you do not agree with Oil Offshore Marine's legal provisions, you must stop using this website and its services.


find oil and gas jobs

  Looking for something?