Senior Executive
British Telecom
مجموع سنوات الخبرة :4 years, 8 أشهر
BT Eserv: Work Profile Service Request Manager working from May 16, 2014
Working as a Service Request Manager in BT Global Services in GBFM. Based functionalities through a new business model CDSS within BTGS to focus more on customer interaction, delivery and growing service requests.
Responsible for handling End to End Order Management Process for OEM.
Working on BT people software’s like: - Expedio OM & IM /CSS/COSMOSS/Diplomat/One Siebel etc. for Order processing.
Created contract SOP (Standard Operating Procedure) and keep updating if any process flow/information needs to be changed.
Maintaining Daily Tracker to track the daily productivity, Product Tracker to track the products record, Follow-up Tracker to track all the requests for regular follow-ups etc.
Working on End to End Journey of a Customer Request and chasing for it till the time required services will be implemented on Customer’s site.
Coordination with different teams to get the order completed on time to meet the customer required date.
Attending External & Internal calls for contracts.
Solving queries from on shore team via calls and email.
Coordinate with Business support team to get the quotes and providing it to customer.
No Escalations in any of the contracts so far.
Involved in pricing part also. Create quotation from BT Pricing Manual and share with customer and Business Manager for commercial approval.
Working on End to End Journey of a CR and chasing for it till the time required services will be implemented on Customer’s site.
. Handling a team of 7 people and review their work and make sure the work get completed with quality and within the stipulated time Frame .
. Handling Payroll and HR related activities.
. Provide trainings to the new Hires and make them familiar with all the tools and applications used for the daily processing activities in the office.
we get clinical info. from the health care provider about the claimant so that his claim can be processed.
we send annual enquiry forms, medical forms.
we send faxes to doctors and clinical providers
we process death claims
we review claims and also get info from the claimant employer.