Shaista Shakil

Tech Lead – Telecom Expense Management (TEM) with 8+ years of expertise in optimizing enterprise telecom spend, invoice lifecycle management, and vendor relations across global environments. Proven track record with Sakon and Tangoe in audit reconciliation, dispute resolution, MACD operations, and cost optimization using platforms like Tangoe Telecom, ServiceNow, IPV and Sakon. Recognized for driving significant annual cost savings, mitigating billing discrepancies, and maintaining strict SLA compliance.

Tech Lead at Cognizant Technology Solutions India Pvt Ltd (2026-03 – Present)

• Managed WAN Telecom Expense Management (TEM) operations, including invoice lifecycle management, PDB/LPC processing, MACD activities, MRC and threshold validation, variance analysis, telecom circuit and inventory management, and MIS reporting.
• Collaborated with multiple telecom vendors across APAC, US and EMEA.
• Ensured end-to-end delivery of TEM operations, maintaining invoice accuracy, SLA compliance, cost controls, and timely resolution of billing and vendor issues.
• Contributed to telecom billing audits, invoice reconciliations, spend analysis, and reporting by identifying billing discrepancies, validating charges, and recommending cost-saving opportunities.
• Collaborated with telecom service providers, Accounts Payable, Procurement, and internal business stakeholders to resolve billing disputes, service issues, and payment-related queries in a timely manner.
• Identified $150M+ in billing discrepancies annually across global telecom accounts and recovered the amount from suppliers.
• Served as a Subject Matter Expert (SME) for telecom billing processes, invoice lifecycle management, vendor escalations, and TEM best practices.
• Mentored and trained team members on telecom expense management processes, invoice validation, dispute resolution, SLA adherence, and vendor management.
• Managed telecom invoices for 2000+ mobile and fixed line services across global locations monthly with an SLA compliance rate of 98%+.
• Ensured timely processing of telecom invoices, purchase orders, disconnect requests, and MACD activities while maintaining compliance with internal controls and service-level agreements.
• Utilized enterprise applications to manage telecom assets, invoices, billing data, and financial reporting.
• Prevented telecom service interruptions by ensuring timely invoice validation, payment processing, and vendor coordination.
• Resolved complex billing disputes and recovered credits through effective collaboration with telecom providers.

Lead Analyst (Telecom Expense Management) at SAKON (2022-07 – 2023-04)

• Managed end-to-end AP/P2P operations and service delivery, acting as the primary point of contact for stakeholders and ensuring consistent SLA adherence.
• Managed PO and Non-PO invoice processing, including validation, documentation checks, exception handling, discrepancy resolution, and approval coordination.
• Processed and validated 100+ invoices per month with high accuracy, using structured quality checks and tracker-based controls to identify and resolve exceptions.
• Analyzed invoice ageing, pending items, and exceptions to support payment readiness and backlog reduction through proactive follow-ups and escalation management.
• Supported month-end close activities, including invoice aging reviews, pending item resolution, and reporting consolidation.
• Prepared and shared client-facing MIS reports, dashboards, and service metrics to track operational performance, trends, and SLA/KPI adherence.
• Led a team of 11 analysts, managing escalations, conducting quality reviews, mentoring team members, and ensuring adherence to delivery and compliance standards.

Service Delivery Analyst at Tangoe India Softek Services Pvt. Ltd. (2016-08 – 2022-07)

• Delivered customer success–driven TEM service delivery for global enterprise clients, including MACD activities (Moves, Adds, Changes, Disconnects) across telecom services.
• Analyzed and validated telecom invoices and billing data, identifying discrepancies, pricing issues, usage variances, and MACD-related exceptions.
• Acted as a client-facing delivery contact, providing timely status updates, managing expectations, and ensuring SLA and turnaround compliance.
• Coordinated with telecom vendors and internal teams to resolve billing disputes, pricing issues, usage discrepancies, and MACD-related variances.
• Maintained service delivery trackers, MACD logs, audit-support documentation, and compliance records to ensure data accuracy and readiness.
• Delivered regular client and leadership reports including invoice aging, telecom spend analysis, MACD status reports, and performance dashboard using Excel.
• Supported onboarding and mentoring of new team members to maintain delivery quality, consistency, and customer satisfaction.

Order Management Executive at Accenture (2014-06 – 2015-09)

• Provided first-level support for client orders and invoice inquiries, maintaining 100% data accuracy.
• Escalated high-priority issues to ensure SLA adherence.
• Assisted in audit preparation and compliance checks.
• Managed onboarding support for new Joiners in operations and finance processes.

Customer Care Officer at Convergys India Service Pvt Ltd. (2012-09 – 2013-04)

• Resolved customer issues and escalations while maintaining compliance with internal process controls.
• Coordinated with technical teams for verification and resolution of billing discrepancies.
• Supported documentation and reporting for operational audits.

B.A. in English Hons – IGNOU (2019)

High School in Commerce – AG Church School (2009)