Manager
Vodafone Global Services PVT Ltd
مجموع سنوات الخبرة :0 years, 0 أشهر
Service Management Delivery - Inventory Operations
•Leading the master data management program globally for Vodafone Group Inventory Management for all the products, providing digital Inventory data
•Collaborating strongly in transforming the internal engineering processes, made them more customer centric by bringing in process improvement and waste reduction
•Built the Inventory Operations team from scratch, expanded the Data management organization by working with global leadership
•Recruited, trained and developed a team of 15+ billable professionals in a very short time frame
•Conducting regular performance review with the team
•Conducting regular cadence with Engineering and Operations teams to ensure a thorough root cause analysis for product bugs and incidents/service disruptions
•Initiated and executed multiple proactive support strategies including Knowledge sharing portal, Cancelled order reduction, SLA improvement, Process re-alignment etc., achieved 25% incident reduction
•Led the Technical Account/Vendor Management and Service Management support activities - a high premium support service offering
•Conducting regular cadence with Engineering and Operations teams to ensure a thorough root cause analysis for product bugs and incidents/service disruptions
•Improved the net promoter score (NPS score) from 2 to 8 in 3 months
•Designed Salesforce based Management Reporting Dashboard, improved operational efficiency by implementing customizable alerts for faster turnaround time for incidents
•Administered metrics measurement and process improvement plan for the function, extensively used JIRA to implement processes and track KPIs
•Transformed a completely offline vendor business into online with path-breaking features like online renewal/disconnection notifications to the Finance team
•Successfully launched Business Object XI (BOXI ) based automation model, improved customer issue turnaround time/work efficiency by 20+%
•Lead the “Revenue Leakage prevention” initiative by re-engineering the billing process
Operations
•Designed and developed a digital solution for a highly orthodox telecom industry providing automation, transparency and highest level of customer service
•Spearheaded a technically diverse and experienced team of 12+ data analysts, shaped up the newly team, developed technical support strategy in line with the business objectives
•Developed and implemented strong support processes and metrics, achieved the C-SAT score of 4.5+/5.0 consistently
•Bridge between Orange and Accenture for the vendor dispute process
•Deep dive analytics to find out the unused lines and successfully completed this with a revenue realization of 1Million EURs
•Successfully transition 5 sub activities/process as a part of 3P (People, Process and Performance) changes within Infosys and Orange Business Services
•Handled and successfully completed 6 projects, which even included Must Win Customers
•Productivity Plus - As a part of MIS initiative - Overall engagement productivity was calculated and the best achieved team was awarded
•Orange Weekly Express - A weekly e-newsletter which successfully completed 150 editions without any miss
•Automation of reports by providing the specs and perform UAT to ensure full usability and data integrity
•Develop and streamline the report formatting for the access improvement / order compliance stream
•Identified areas of opportunity for process improvement and defect minimization through automation and self-check
,
Triple degree - Physics, Mathematics and Electronics