Disha Tiwari

Seasoned professional with extensive experience in Operations Management, Order Management Product Fulfilment, Engagement management, Quality calibration and Escalation handling. Experienced in Requirement gathering, Project Management, Process Flows, Team Management, Process Improvement, Agile Methodology, Stakeholder Management, Gap Analysis, and working with clients across IT, Telecom, Technology and Customer service sectors.

Deputy Manager - Order Management Product Fulfillment (Order to Cash) at HCL (2023-04 – Present)

Working with Google on Order Management Product Fulfillment (Order to Cash) process.

• Presenting weekly, monthly, quarterly business review for my POD to the client
• Attending internal performance metrics calls with the leadership
• Weekly sync with Google FTE to cover the process issues and performance gaps
• Weekly sync with the Training and Quality team to discuss any action item pending
• Weekly performance review with the team leaders
• Managing the customers, sales and FTE's escalations
• Monitoring the aged orders to ensure the smooth and effective progression
• Doing Pre checks for escalated and urgent orders during end of quarter
• Calibrating with the Sales, Accounts, Product team and Engineering team for escalated orders

Team Leader - Service Management at TECH MAHINDRA (2019-06 – 2023-03)

Working on AT&T Service Management, handling escalated engagements and managing team performance.

• Working on escalated engagements and auditing engagements handled by the technical team
• Conducting performance review, and sharing feedback on regular basis
• Calibration with the Quality team to follow the right process
• Maintains communication with peers, and senior management to ensure team's stability
• Monitoring team's KPI's which includes SLA's, application updates, quality scores, and aging of engagements
• Handling external & internal stakeholders

Subject Matter Expert at BT Consumer (2016-04 – 2019-06)

Managed BT mobile chat process and handled customer escalations.

• Managed BT mobile chat process as an SME to resolve the customer queries related to their plans and billing
• Resolved customers escalations and queries as per the call back request log
• Audited ticket numbers and shared feedback with advisors for process improvement by following the SMART goals
• Coached and mentored team members regularly
• Collaborated with team managers to discuss team performance, challenges and next steps
• Kept the team members up to date with changes and updates

Subject Matter Expert - Sky Process at FIRST SOURCE UK (2012-07 – 2015-05)

Worked as a senior customer care advisor in customer retention process and later became SME.

• Worked as a senior customer care advisor in customer retention process and was later given the opportunity to become SME
• As a retention advisor, worked in providing a tailored solution to the customer by asking relevant questions and providing retention offers, always topped the chart in retaining customers
• As a coach, mentored new joiners in graduation bay
• Reviewed their performance and shared constructive feedback to improve scorecard

Subject Matter Expert - BT Process at TECH MAHINDRA (2008-12 – 2012-04)

Managed critical contracts for British Telecom customers and handled billing, reconciliation and resource management.

• Managed critical contracts for the customers of British Telecom like Tesco, Next, Britvic soft drink ltd.
• Attended customer meetings over calls with business managers for negotiations and adjustments for new orders
• Dealt with customers billing and queries
• Reconciliation of invoices with change log
• Worked on monthly activity of resource reconciliation for the assigned contracts
• Prepared inventory – Worked on actual and forecasted cost to create savings for contracts P/L Account
• Trained new joiners on reconciliation of costs (inventory)

Process Developer - Austarlian Credit Card Process at Genpact (2005-11 – 2008-08)

Handled inbound calls for credit card service and performed upselling activities.

• Attend inbound calls and resolve the customer queries related to the credit card service
• Upselling Overdraft Plans

Masters in Business Administration in Operations Management – Sikkim Manipal University (2010)

Bachelor of Commerce – Delhi University (2007)