Resume - Manager - Service Assurance and Process Designer

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Resume #82747

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SERVICE ASSURANCE & PROCESS MANAGEMENT PROFESSIONAL - CUSTOMER SERVICES
________________________________________
Dedicated, resourceful and innovative Professional offering 10+ years of experience in Client Service Operations, Training, and Process Development etc. in different capacities in Telecom Industry. Can be headhunted for spearheading the efforts across reputed organizations as a SR. Professional ¡V Customer Service Operations/Training/Quality Assessment to achieve management vision & goals in planned and stipulated time frame by capitalizing on my education & practical experience in best possible way.

PROFILE

„X Competent and dynamic professional with rich and varied exposure of almost 10+ years in entire gamut of activities involved in of Service Assurance, Process Management, Customer Services, Business Operations, Team Management, & Client Servicing.
„X Presently associated with Reliance Communication Ltd as Manager - Service Assurance and Process Designer.
„X Experienced in Customer Service, Complaint & Query Management, Training, Recruitment and Product and Process management in Telecom Industry reflecting pioneering experience and record-breaking performance.
„X Competent to work individually and within the team while ensuring a customer-oriented and interactive approach.
„X Excellent communicator with exceptional talent for problem solving through analytical thought processes, as attested to by a track record for target achievement and employer satisfaction

Core Competencies

Customer Services * Process Efficiency * Quality Assurance * Relationship Management * Liaison & Training * Team Handling * Leadership Abilities * Strong interpersonal skills * Service Assurance * Design /Content Development * Client Interaction * Service Operations
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PROFESSIONAL EXPERIENCE

RELIANCE COMMUNICATION LTD since Jan' 2008

It is the flagship company of the Reliance-Anil Dhirubhai Ambani Group, comprising of power (Reliance Energy), financial services (Reliance Capital) and telecom initiatives of the Reliance.

Manager - Service Assurance / Delivery and Process Designer

„X Responsibly executing the task of interacting and coordinating with Service Assurance, Service Delivery Managers, ICO Heads all over India, A/c. Managers for issues pertaining to broadband.
„X Pivotal in initiating, planning, execution, tracking / monitoring, controlling and completing the project as scheduled and in implementing operational processes for increased efficiency.
„X Defining the scope of projects while contributing to the project and the areas of cost efficiency, time management & manpower planning for the project execution.
„X Establishing credibility while coordinating with Broadband Call Center team (Front & Back End) and Process Designer team for any enhancement in the current or upcoming processes.
„X Coordinating with BPO to analyze the problem/issues faced by the FOCSR to answer the query of the customer.
„X A technically proficient individual managing the back office operations to maintain a set level of MACD, Billing TT & Fault TT SLA Compliance, Repeat TT analysis and redresses, Second Level Desk TAT & FTR%.
„X Helping the FO, BO & circle team to resolve the queries & complaints of the customer in the given SLA and Maintaining daily MIS reports, Escalation Report of ClariFy & ClariTy (front-end & backend tools).
„X Dealing with management from Operations, with respect to reports and data that have to match with the given specifications, adhering to Quality procedure, meeting the specified requirements at all stages in the process.
„X Ensure technical solutions are designed for performance, reliability, scalability, maintainability, supportability, business continuity, and business agility while leveraging industry's best practices.
„X Assist management in planning, quality control, standard maintenance of sales and service, and designing training programmes for service, sales and Administration staff.
„X Possess extensive knowledge and adept at using ClariFy & ClariTy (Front-end & backend tools of BPO/call center Process).

Key Accomplishments

„« Successfully led decrement of Clarify MACD related case by 38%.
„« Successfully executing the task while defining the company standards and parameters and providing 40% KRA Process designer part on the whole.
„« Proactively led the task of Developing & implementing new ideas to increase C-Sat & to reduce churn.
„« Proven expertise in conducting customers' need analysis and developing new processes tailored to suit customers' requirements.

TATA TELESERVICES LTD. Aug' 2006 till Jan' 2008

Tata Teleservices, India's second biggest CDMA mobile telephone service provider, provide basic telecommunication & internet services. It also provides post paid dial-up internet access & content services.

BPO Co-coordinator & Process Designer

Areas Handled: Pune, Mohali, Hyderabad & Kolkata

„X Provided services while being part of the UAT (User Acceptance Test) team for new product roll out from product team to customer care team for migration. Processed lay out & continuously executed task for product improvement.
„X Coordinated with BPO to analyze the problem/issues faced by the FOCSR, the Call wrap up, SR & Complaint report to answer the query of the customer/enterprise and provided services within agreed TAT and SLA.
„X Adroitly and deftly executed front-end call centre and backend resolution teams, based out of Pune, Mohali, Hyderabad & Kolkata ¡V Meeting Service levels and delivering results.
„X Made Annual Operating Plan for products, developed & implemented new ideas to increase C-Sat to reduce churn.

Key Accomplishments

„« Executed 30% KRA on Customer service, Retention, Customer Satisfaction & Churn.
„« Demonstrated capabilities in resolving customers' servicing requirements and rendering assistance in technical applications of the processes and services.
„« Developed & implemented new ideas to increase C-Sat & to reduce churn.
„« Responsible for Customer service Delivery (post installation) of Wireless, Wireline, Data & Enterprise solution products to Enterprise Business Group & Corporate Office through out the country.
„« Assigned the responsibility to Visit 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 wire line, wireless, data & solution.

RELIANCE INFO STREAMS PVT. LTD Jul' 2003 till Aug' 2006

Asst. Team Leader ¡V Operations

„X Monitored and supervised a team of 16 Customer Care Executives and handled the Process called ECFU, imparted knowledge in Networking, troubleshooting of equipments and MACD related issues of various Broadband Products of Reliance.
„X Imparted knowledge and provided inputs in designing the BackOffice Processes, as in the team since the initial phase.
„X Regularly prepared & submitted well-structured MIS reports& analyzed pertaining to the activities in Daily Lead Count, Escalation Report, Service Assurance/Service Delivery, Team Performance Report, Out of SLA cases etc.
„X Played significant role in vision building, goal setting and restructuring of the organization through training sessions to TL's of other buckets on FWP/T (Network & MACD, rostering for the entire ECFU bucket back office of Reliance, Quality Assurance and HR interphase of the bucket.
„X Successfully interacted with different customer from all over India & procured feedbacks about the product & services and coordinated with Service Assurance & Service Delivery Manager & A/c. Managers for issues pertaining to broadband to solve the Request & Complaints of the customer within the given SLA.

DIGITAL GRAPHICS Mar' 1999 ¡V Jun' 2003
An Advertisement Company providing promotional campaigns/Ads & DTP Services.
Senior Multimedia Content Developer

Project Handled: Handled the whole Promotional program for Big Shop right from the Newspaper advertisements till the deliverance of the Project.

„X Successfully addressed to customers' queries/complaints pertaining to Design and Content development and evolved quick resolutions with minimum turnaround time.
„X Adeptly handled Key Enterprise Accounts for the advertisement of Products.
„X Reviewed & interpreted the competition after in-depth analysis of market and executed numerous brand-building exercises, provided training to various executives, created brand visibility and recall, subsequently developing leads and undertaking various promotions.
„X Established healthy business relationships within the market and other channels involved while developing excellent rapport with the clients/ associates/ customers by providing excellent customer satisfaction.
„X Involved in preparing daily/ weekly/monthly reports & presenting the same to the management for facilitating decision making process.
________________________________________

PROFESSIONAL AND EDUCATIONAL DEVELOPMENT

DIPLOMA IN MULTIMEDIA ¡V April 2001
Arena Multimedia, Ranchi.

BACHELOR OF ARTS ¡V Jan 2002
Vinoba Bhave University

________________________________________

ADDITIONAL DETAILS
Date of Birth: 16th November' 1980; References: Would be furnished upon Request

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