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
