Phalguni Pradhan

With 6.5 years of diverse experience in Information Technology Enabled Services, specialize in optimizing operations and enhancing customer satisfaction. Expertise in project management, service delivery, operations, and product development. Results-driven operations professional focused on efficiency, analytics, and execution, with a proven ability to solve complex challenges, lead high-performing teams and align processes with strategic business goals.

Assistant Manager - Valueonshore Advisors Pvt Limited

(2025-04)

• Led revenue assurance initiatives to AT&T, by validating order entry accuracy, billing reconciliation, and revenue capture for large-scale, high-value customer accounts.
• Successfully managed bulk rollout projects and critical account portfolios, demonstrating strong project management and leadership capabilities in high-pressure environments
• Drove revenue growth by successfully managing projects worth 10+Million, meeting business targets and profitability goals.
• Directed complete operational lifecycle, including contract management, pricing and quotations, billing, invoice and order management ensuring process accuracy and adherence to SLA's and timelines.

Group Lead - Wipro Technologies

(2024-02 - 2025-03)

• Managed operations across 5 business lines for AT&T, utilizing advanced reporting tools and overseeing enterprise accounts for US telecom clients.
• Drove a 20% reduction in cycle time through process improvements, successfully resolving complex L2 and L3 customer escalations.
• Promoted cross-functional collaboration to streamline processes and enhance operational efficiency across multiple business lines.

Team Lead - Wipro Technologies

(2022-07 - 2024-01)

• Led the migration of 1,500+ enterprises from competing vendors to AT&T's VoIP platform, significantly enhancing operational capabilities and service efficiency.
• Spearheaded the implementation of a ServiceNow ticketing system, driving a significant 50% reduction in cycle time and streamlining issue resolution processes.
• De-escalated 45% of initial complaints and queries from Sales and Customers, demonstrating exceptional conflict resolution skills and enhancing customer satisfaction.

Quality Analyst - Wipro Technologies

(2021-01 - 2022-06)

• Oversaw the preparation of the Monthly Quality Dashboard for AT&T, leading a team of 10 production specialists. Managed escalations, customer complaints, and sales queries to ensure optimal resolution and customer satisfaction.
• Root Cause Analysis (RCA) on aged, assigned tasks for production specialists. Execution of audits for production specialists to ensure operational excellence.

Associate - Wipro Technologies

(2019-08 - 2020-12)

Managed tickets via HITS and system fallouts for AT&T, serving as the gatekeeper for assignment bifurcation and reporting. Resolved sales queries through Fflow systems and efficiently handled expedite requests and escalations

Master of Business Administration - MBA - St Ann's PG College for Women (2021-12 - 2023-09)