Hi, I’m
ARUSHI TANEJA
Operational Team Leader
Dwarka
Summary
Experienced Operational Team Leader with 8+ years at British Telecom. Specializes in revenue leakage management and service restoration. Skilled in managing operations, improving performance, and optimizing processes. Proficient in building stakeholder relationships and promoting continuous improvement within teams.
Overview
14
years of professional experience
Work History
British Telecom
Operational Team Lead
07.2023 - Current
Job overview
- Improved operational efficiency by streamlining processes and implementing best practices.
- Analyzed market trends to identify new growth opportunities for the organization.
- Fostered a collaborative work environment by promoting open communication and teamwork among team members.
- Achieved cost savings through diligent contract negotiations with suppliers while maintaining high service levels.
- Led a team of 15 recovery associates and analyst responsible for investigating and resolving revenue leakage issues.
- Developed and implemented prioritization that contributes to c70% of reduction in false positive and increased in recovery of c185%.
- Monitor and report on recovery performance metrics. Monitor control operations and maintain Revenue Health score of 80%. Identify controls while doing spike analysis sharing Insights to Stakeholders.
- Track progress and report on recovery efforts. Conduct regular recovery drills and exercise. Maintain recovery documentation.
- CMKPI reconciliation monthly activity, taking sign off from stakeholder on Revenue health score.
- Supporting stakeholders on the Billing Incidents. Supporting CFU's with Insights (2why's RCA) on controls not working as expected as well sharing value add insights on Controls where recovery exceed more than 50k.
- Introduced automation opportunities on the controls. Cross skilling across Team on all three brands (BT, EE and PN)
- Shared Recommendation on working model for One hub.
- Communicate recovery plans and status update to stakeholders on Weekly Business reviews and Monthly business reviews.
- Foster a culture of continuous improvement and innovation. Marinating good relationship with Stakeholder's and received appreciation from senior stakeholders
British Telecom
Recovery SME
04.2021 - 06.2023
Job overview
- Company Overview: A leading telecommunications company
- Worked as an SME handling and supporting team with process knowledge
- Prepared KPIs and filing OBI on time
- Auditing and quality checks for all the advisors and sharing feedback
- Tracking False positive data and raising with 2Why's on control issue tracker
- Onboarding training and process training for new joiners
- Tracking and Raising controls if not refreshed on time
- A leading telecommunications company
British Telecom
Recovery Associate
06.2019 - 03.2021
Job overview
- Company Overview: A leading telecommunications company
- Working as Recovery Associate handling controls to assure the service and billing to customers
- Identifying issues impacting billing accuracy
- Recovering revenue leakage through undercharging customers or overcharging from suppliers
- Preparing SOP and providing training on new control
- Maintaining 100% quality and Efficiency with more than 100%
- A leading telecommunications company
British Telecom
Business Provision Associate
10.2015 - 06.2019
Job overview
- Company Overview: A leading telecommunications company
- Handled delays during installation of line and chased with open reach to bring forward dates
- Provided resolution to customers and kept them updated
- Managed all queues of BPM Offline efficiently with 100% quality
- A leading telecommunications company
MetLife Global Operation Services Ltd
Senior Insurance Executive
01.2015 - 10.2015
Job overview
- Company Overview: An insurance company
- Handled customer queries related to insurance
- Resolved customer queries within given Turnaround Time
- Identified correct sub-category of requests
- An insurance company
MAX LIFE INSURANCE
Executive Customer Service
10.2011 - 01.2015
Job overview
- Company Overview: An insurance company
- Worked on Ingenium, CSMS application and my money
- Handled IRDA escalated cases and updated the status on IGMS
- Responsible for coaching and mentoring new joiners
- An insurance company
Education
Symbiosis Center For Distance Learning (SCDL)New Delhi
MBA from Finance
04.2001
Guru Gobind Singh Indraprastha UniversityNew Delhi, India
BBA from Banking And Finance
04.2001
Skills
Revenue Leakage Management
Service Restoration
Team Leadership
Process Optimization
KPI tracking and Analysis
Stakeholder Management
Problem Solving Communication & Interpersonal Skills
Microsoft Excel
Microsoft Windows
Accomplishments
- Award for Achieving Quality, Achieved quality levels at 100% and received Service Excellence Award for the team.
- Star of the Month, Recognized as the Star of the Month for January 2013.
Interests
Art & Craft
Cultural Participation
Seminars & Presentations
Timeline
Operational Team Lead
British Telecom
07.2023 - Current
Recovery SME
British Telecom
04.2021 - 06.2023
Recovery Associate
British Telecom
06.2019 - 03.2021
Business Provision Associate
British Telecom
10.2015 - 06.2019
Senior Insurance Executive
MetLife Global Operation Services Ltd
01.2015 - 10.2015
Executive Customer Service
MAX LIFE INSURANCE
10.2011 - 01.2015
Symbiosis Center For Distance Learning (SCDL)
MBA from Finance
04.2001
Guru Gobind Singh Indraprastha University
BBA from Banking And Finance
04.2001