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
