Summary
Overview
Work History
Education
Skills
ACHIEVEMENTS
Timeline
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Ajesh Nair

Pune

Summary

High-achieving management professional possessing excellent communication, organizational and analytical capabilities. Devises innovative solutions to resolve business and technology challenges. Eager to advance business goals through careful team management. Forward-thinking project management specialist confident in leading team members, managing schedules and coordinating resources. Keeps projects on-track with decisive supervision and quick problem-solving. Persuasive in communicating and negotiating with internal team members, vendors and other stakeholders.

Overview

5
5
years of professional experience

Work History

Sr. Customer Service Executive

TATA Communications
Pune
08.2022 - Current
  • Lead a team of 14 members. Involved with other technical team and higher management levels.
    Creating process brief, scope, challenges. Gathered issues & drawbacks from technical team as well as higher management levels. Creating quality checklist, process document & assignment of proper resources.
  • Conducting meetings with technical team to document drawbacks and challenges faced. Analyzing how to overcome the challenges and on how to improve the delivery. Preparing an estimate and management plan.
  • Responsible for gathering process drawbacks that were impacting team outcomes as well as project budget.
    Improving process structure, reducing task failures which impact project budget.
  • Communicated progress updates to various stakeholders to secure further funding for project activities.
    Delivered presentations and briefings to senior teams and incorporated changes into project workflows.
  • Expertise in working with managed service delivery team for configuring and testing new customer services. PE and CE device configurations and testing for new customers. Knowledge on provisioning various types of circuits such as internet, IPVPN, EWAN Modify and generate configurations for network required for CE to PE via Helix. Hands on experience on CE devices for managed clients including One Access 420, Cisco 1900, Huawei 5335.

Network Analyst (Tier I)

GTT Communications
Pune
12.2018 - 07.2022
  • Lead a team of 4 members providing operational support to customers around the globe in a 7x24x365 work environment ensuring key objectives of the organization are maintained for an excellent client experience.
  • Documented customer feedbacks and focused on eliminating negative feedbacks. Categorized the feedbacks and worked on how to improvise the process by discussing it with the team members.
    Created a chart where we categorized the customer feedbacks. Discussed the challenges, knowledge gap & scope with the technical. Contacted customer's who shared negative feedback and documented their experience.
  • Daily tracking of customer feedbacks and one to one catchup with the team member who received negative feedbacks from the customer. Discussed where the team member was lagging and discussed the scope of improvement.
    Successfully reduced rate of negative feedbacks to 35%. Received cheers for peers award from the management for process improvisation and customer satisfaction.
  • The process was followed by the team and was shared with other teams within the organization to improve customer satisfaction. Thereby reducing disconnection of services by the customer due to dissatisfactory service assurance.

Education

Bachelor of Engineering - Electrical, Electronics And Communications Engineering

Lt. G N Sapkal College of Engineering
Nashik
06-2018

Diploma - Electrical Engineering

Shree Mahavir Polytechnic, Nashik
Nashik
06-2012

School - SSC

Boys Town Public School
Nashik
06-2009

Skills

  • PMP Certified
  • Customer Service
  • Product and service knowledge
  • Multitasking
  • Organizational Skills
  • Quality Assurance Controls

ACHIEVEMENTS

  • Cheers for Peers award for exceptional problem resolution within service level expectations at TATA Communications.
  • Bravo award, recognized for rapid and successful delivery of the new VLINK project.
  • Hi5 award for successful delivery of RFT project which benefited customer as well as internal stake holders in multiple aspects. Achieved an improvement of 20% in success rates which saved revenue and rework.

Timeline

Sr. Customer Service Executive

TATA Communications
08.2022 - Current

Network Analyst (Tier I)

GTT Communications
12.2018 - 07.2022

Bachelor of Engineering - Electrical, Electronics And Communications Engineering

Lt. G N Sapkal College of Engineering

Diploma - Electrical Engineering

Shree Mahavir Polytechnic, Nashik

School - SSC

Boys Town Public School

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Ajesh Nair