Currently working as a Support Service Analyst II
Part of the QA team since Feb 2023, spot check on the work done by the team
Sending docs. to be signed by the customers along with welcoming customer on board
Following up with US team regarding un-executed documents by the customers
Uploading the documents after wetting to the CRM named Resware

Worked as an Operations Supervisor on a Jazz's project
Handled around 25+ CSEs those are directly reposting to me
Was responsible of my team's quality and productivity according to the project's need
Daily huddle/update sessions with prepaid/postpaid teams
Creating productivity reports and sharing with client(Jazz) and higher management

Telecommunication Network:
- Ensure 100% compliance: Respond to customer's queries directly or indirectly in a timely and accurate way via email
- Service Level: To extract activities via CRM for the resolution of different issues or modifications as per customer's requirement on company lines
- Facilitate the resolution of disputes with the public or external vendors
- To liaison with multiple stakeholders to fulfill customer's requests/complaints
- Re-organization: On boarding new or existing lines to business segment (company name)
- Financial Management: Bills adjustment or credit notes investigation along with positing for B2B and B2C both
- Reconciliation of bill day processing
- Maintain reports, service level and agent/team's occupancy.
- To deal with Business Clients regarding SALES related to new connections and fixed solutions like tracking and CMT related solutions etc.

- Migrating Postpaid numbers from old catalog to new catalog using CRM
- Preparation of team performance and other management reports.
- Automation of processes for better workforce utilization.
- Raising change requests and performs UAT (User Acceptance Test) of systems related to customer service.
- Verification of Documents using Lead Management system and Siebel (internal software)
- Coordination with team for removal of discrepancies.
- Provide hands on support of customer care initiatives such as giving after sales services and Data management.
- Updating SPOC data (single point of contact) in Number management system (internal software).
- Workload extraction from CRM through activities and manage to perform and distribute among the team.
- Ensuring customer satisfaction by inbound and outbound telephonic conversation. " Emails correspondence with CAM's as well as different teams.
- Execution of requests, Complain handling and case study.

Worked as Customer Service Executive

Worked as Customer Relationship Officer at Abacus Consulting on Telenor's project (789 & 345)