Research & Development Manager in Liaison & Liaisoning Department - DBRE Liaison Bank
(2025-11)
Responsible for developing, enhancing, and optimizing ERP modules to support Licensing, Liaisoning, PPL, Marketing, and Sales operations. Adept at streamlining business processes, improving workflow efficiency, and ensuring seamless integration of operational requirements within ERP systems. Proven ability to coordinate with cross-functional stakeholders to facilitate timely approvals, maintain regulatory compliance, and manage critical documentation.
Focused on driving continuous process improvements, enhancing data accuracy, and supporting organizational objectives through effective system development and process automation.
- Developed and implemented ERP enhancements to improve operational efficiency and data accuracy.
- Coordination and liaison with government officials, municipal bodies, and regulatory departments are required for obtaining permissions and ensuring compliance with regulations.
- Track and manage end-to-end license applications, renewals, and amendments.
- Identify process gaps and implement improvements to enhance operational efficiency.
- Designed and maintained business process trackers, reports, and dashboards for management review.
- Ensure adherence to legal, statutory, and regulatory requirements.
- Collaborate with internal teams (Operations, Projects, Legal, and Compliance) for smooth execution.
- Monitor status of applications and follow up with authorities to avoid delays.
- Maintain strong relationships with external stakeholders and government officials.
- Support automation and digitization initiatives for licensing processes.
- Automated licensing and approval workflows, reducing processing time and manual intervention.
Project Manager in Media Service Delivery CSG-Media Enabled Services Group - Tata Communications Limited (VSNL)
(2023-09 - 2025-09)
Worked as a Project Manager in Media Service Delivery CSG-Media Enabled Services Group. Worked on the Permanent Service -> Video Connect & Content Service. Managed end-to-end Network Service Delivery Operations for media clients.
- Ensure that appropriate and up-to-date controls, processes, documentation and procedures are in place and being followed.
- Implemented workflow processes and optimized delivery pipelines to improve efficiency and reduce turnaround time.
- Worked with cross-functional support teams for the storage, backup, networking, etc. for Delivery, implementation, troubleshooting of operational issues, incidents, etc.
- Monitored network performance and ensured SLA compliance. Handled incident management, service requests, and escalations.
- Managed sales support & service strategies across various internal channels to drive wholesale revenue growth from key accounts.
- Acted as the primary point of contact for clients, ensuring clear communication, requirement alignment, and satisfaction.
- Managed project expectations, coordinated product enhancements and held accountable for consistently meeting the customer delivery deadlines.
- Performed root cause analysis (RCA) for network issues. Maintained documentation of configurations, change management, and service reports.
- Monitored KPIs, SLAs, and performance metrics to maintain service quality and compliance.
- Utilized project management and CRM tools to track progress, generate reports, and maintain documentation.
- Provided end-to-end network service delivery support, ensuring SLA adherence, timely provisioning, incident resolution, and effective coordination with cross-functional teams to maintain high service availability and customer satisfaction.
Salesforce Administrator in SFDC Helpdesk Customer Success Group-Strategy Team - Tata Communications Limited (VSNL)
(2016-06 - 2023-09)
Manage SFDC Operations & Governance with (Lightning Experience): Leading SFDC Team globally which helps Sales & Support team to close their day-to-day activities. Managed Salesforce Help Desk operations, providing L1/L2 support for sales and sales support queries. Effectively triaged, prioritized, and resolved support tickets while ensuring strict adherence to SLA timelines.
- Closely working with sales support / commercial / legal teams /Feasibility team / Account Manager Billing / Termination / CSM and Service Manager team to Diagnosed and resolved application-related issues, ensuring minimal downtime and improved user experience.
- Manage production issue, validation error in SFDC also manage Sales Support Module, Products and Services, Campaign Influence, Feasibility and other tools help users with level 1 Support.
- Conduct user trainings on SFDC, Big Machines and other tools and act as L1/L2 support for sales and sales support users.
- Approved from Backend CRN ids, Exception Modules, and other tools as per users approval in SFDC.
- Working on Campaign management, data integrity maintenance, and general SFDC operations management.
- Investigated and resolved data discrepancies, integration issues, and synchronization failures across connected systems.
- Escalated complex technical issues to development and product teams with detailed analysis for faster resolution.
- Collaborated with cross-functional teams including Operations, Sales, and Finance to understand business requirements and provide system support.
- Managed data operations including data imports, exports, cleansing, and deduplication.
- Worked on Automated business processes using Workflow Rules, Process Builder, and Flow to improve operational efficiency.
- Closely Worked on PMO Projects & Coordination: 1. MDM Golden Record Clean-up 2. NGP data Clean-up 3. SFDC hygiene
Network Operation Associate in Advanced Solution Delivery (Team ASD) - Tata Communications (VSNL)
(2014-09 - 2016-06)
Manage all business system and maintain integrity of all system and develop all proposals and bid responses in coordination with customers and participate in customer meetings.
- Performed regular data cleaning to ensure accuracy and consistency.
- Analyse global environment and collaborate with various international departments to improve all processes and evaluate all factors to improve all global programs.
- Manage all communication of company and prepare all phases of business and ensure optimal level of customer satisfaction within project schedule and budget and monitor work at customer site.
- Supervise all interdepartmental activities and ensure compliance to project timelines and quality according to business metrics, evaluate all programs and prepare proposals for all global programs as per available resources.
- Determine and formulate work plan for program phase and assign work to each personnel, monitor all life cycle activities, and ensure optimal level of customer satisfaction and escalate issues to management if required.
- Develop and maintain good professional relationships with customers and ensure optimal level of customer satisfaction with project and ensure positive feedback for same.
Feasibility Coordinator in Global Data & Mobility Solutions (GDMS) - Tata Communications (VSNL)
(2012-05 - 2014-08)
- Managing and updating SFDC portal in which all the feasibility request is created.
- Generating feasibility request in SFDC portal for field team for site survey.
- Coordinating with internal team for smooth flow of request which is raised in SFDC portal for feasibility check.
- Arrange feasibility team to visit customer premises to do site survey & confirm on site readiness.
- Preparing Daily reports & Ensured timely and accurate entry of customer information into the CRM system.
Sales Coordinator in Team Wholesale India - Tata Communications (VSNL)
(2010-01 - 2012-04)
Worked as a Sales Coordinator in Team Wholesale India.
- Coordinated with the sales team to support telecom service sales, including internet, network, and enterprise connectivity solutions.
- Managed account manager inquiries, prepared quotations, and followed up on proposals to ensure timely closure of sales opportunities.
- Assisted the sales team with order processing, documentation, and service activation coordination with technical teams.
- Maintained and updated customer records, sales reports, and pipeline data in CRM systems.
- Collaborated with internal departments such as operations, network, and finance to ensure smooth service delivery to customers.
- Handled client communication, resolved customer issues, and ensured high levels of customer satisfaction.
- Coordinated meetings, presentations, and sales documentation for clients and internal stakeholders.
- Ensured compliance with company policies and telecom industry regulations.
Provisioning Executive in Global Network Operation Team - Tata Communications (VSNL)
(2006-06 - 2009-12)
Worked as a Provisioning Executive.
- Implement to lease line links for all BSOs like (MMDS, Radwin, Wimax, VBL, TTML, BSNL, MTNL act.).
- Co-ordinate with the Program Manager Team and Engineers to get the resolved-on site Customer Permeation issue.
- Executing control over new subscriptions, handling permission issues customer queries.
- Given support to all field Engineers for Link implement.
- Handling customer queries, complaints, etc. Managed day-to-day CRM activities and database updates.
- Coordinate with ITMC (transmission) team for putting the test on Bart for 24hrs.
- Daily summarizing the processing request & reporting the same to senior management.
Associate Executive in Loan Department - Citi Bank
(2002-05 - 2005-11)
Company dealing with the banking and finance Process.
- Verification & processing Emi fund & applications transactions between various companies.
- Disbursal of all home loan, personal loan, auto loan, business loan file after verification of customer details.
- Verification of client documents submitted along with loan request form as per the norms prescribed by Bank.
- Keep track on Emi fund applications deposited by customer by cash or by cheques.
- Preparation of transaction summary report for senior management.
