Macroeconomics
Ashish Gautam
Telecom Opeartions Vendor Management
Gurugram
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
2
2
Certificates
Work History
Senior Engineer
Colt Technology Services
Gurugram
09.2015 - Current
- Led project to integrate Asian market operations with European operations and improved synergy between two support models.
- Worked in Tokyo with Japan and Asia Pacific operations director and managers to identify bottlenecks in the processes such that improved processes helped saving in approximately INR 10M in employee costs.
- Assessed scope and requirements to assist the project manager in rolling out Colt Online portal to more than 500 business customers by designing and implementing test cases from operations perspective.
- Led project to start vendor relations operations from India by working closely with Carrier Relationship Managers and readied the team by arranging and providing necessary trainings to the team on vendor processes and platforms.
- Manage vendor and customer escalations via different media such as calls, mails, and Oracle Siebel CRM.
- Work with account managers to take cognizance of customer issues and organizing calls between network engineers and customers to resolve issues.
- Improve customer communication by ensuring customers issues are well attended resulting in the industry-leading Net Promoter Score.
- Mentor team members irrespective of their work experience
- Promoted teamwork and demonstrated effective communication skills to improve collaboration among personnel.
- Worked diligently during the team establishing phase to realize the target of setting up a multi-lingual team of 40-members working 24/7
- Established and maintained productive working relationships with stakeholders.
- Defined processes, and created project and process documents for the team.
- Optimized processes and worked with analytics team to implement automation wherever possible to improve efficiency
- Convinced management to start support for Colt OnDemand product by analyzing demand and ensuring no increase in the headcount and impacting the BAU
Education
B.Tech. - Computer Science
Guru Gobind Singh Indraprastha University
New Delhi 09.2009 - 05.2013
Skills
Project Management
Strong analytical mind
Leadership skills
Certification
PRINCE2
Interests
Cooking
Timeline
Senior Engineer
Colt Technology Services
09.2015 - Current
B.Tech. - Computer Science
Guru Gobind Singh Indraprastha University
09.2009 - 05.2013