ASHWINI CHITTE

• To assure completeness and accuracy of charges/billing to the customers and associated costs to business.
• Detect problems that affect revenue and cost integrity by asking following questions. e.g. are all customers on correct plan? is customer being charged more than twice? customer only have access to services and features that they are paying for? etc.
• Identify un-billed, over-billed, under-billed revenues, unnecessary costs, rebates, fines, penalty payments, Contractual liabilities, Inflated costs and reporting inaccuracy.
• Work in sub-domains of business assurance like subscription, tariff, rating & pricing, charging, payments assurance, order management & provisioning and Product management.
• Define scope of project, manage the upcoming work and define solutions, developing project plans & monitoring performance using agile methodology.
• Evaluating business processes, anticipating requirements, uncovering areas for improvement & implementing solutions.
• Extensive knowledge of a broad range of products across BT.
• Adept at working closely with product managers, Customer facing units, and marketing teams to align business goals with user needs. Committed to continuous improvement and delivering measurable business value.
• Work in process assurance which involves tasks like Risk assessment, Control Gap analysis, Control improvements.
• Quantify scale of the problem. Monitor KPIs which provides more details that aid to investigation and Prioritize problems according to their impact to the business. Prevent known problems from recurring.
• Working closely with clients & stakeholders and continuously aiming to improve customer experience by ensuring that solutions meet business needs and requirements.
• Follow business assurance lifecycle :-

1. Data discovery- Potential risk areas are identified through various channels as part of discovery phase.
2. Investigation- Each issue is fully investigated by completing an audit of systems and processes.
Identifying various scenarios of products and systems affected.
3. Reconciliation- A report is specifically designed and built to test/validate various scenarios associated
with issues.
4. Analysis-Output from reconciliation is assessed to quantify the customer and business impact.
Preliminary root cause is analyzed at this stage.
5. Recovery- Further validation of the output is carried out and the impact to business and/or customers decided with key stakeholders.
6. BAU control/reports- Controls or reports are created to monitor issues of a similar nature and highlight when they occur. Minimizing risks to the business and customers as well as ensuring timely recovery of revenue.
7. Root cause management- Deep dive into root cause for isolating source of the issue and determine an appropriate solution.

• Communicate & collaborate with cross functional teams & stakeholders to gather and understand requirements, collect & manage data required for analysis, clean data & make it ready for analysis.
• Provided data-driven insights to support business decision-making by conducting in-depth data analysis and reporting.
• Develop interactive dashboards to analyze financial impact of customer overbilling & underbilling on BT&EE revenue.
• Passionate about Data Analytics with proven track record of analyzing large and complex datasets sourced from various systems/vendors to find meaningful insights & uncovering hidden pattern within data.
• Along with Billing & Data Assurance also possess strong knowledge of ETL process, Data modelling, data extraction & analysis skills using SQL query and Google Cloud Platform (GCP) using Big Query.
• Experience in delivering key features, working in Agile methodology.
• Translate complex data into actionable insights through development of KPIs, engaging data visualizations, and well-structured written and technical reports. Adept at tailoring presentations to different audiences for clear and impactful communication.
• Effectively communicate analytical insights to stakeholders through clear and concise visualizations, dashboards, and reports.
• Detect problems that affect revenue and cost integrity by asking following questions. e.g. are all customers on correct plan
• Analytical skills to monitor data quality and troubleshoot data issues.
• Analyzing and validating data to identify revenue gaps across all channels and products of BT & EE.
• Collaborate with Technology teams to identify and implement solutions for performance issues, thereby optimizing customer experience and revenue streams.
• Resourceful individual with naturally inquisitive mind, exceptional attention to detail, and passion for uncovering knowledge. Transform raw data into meaningful insights for strategic decision making.
• Personally develop GCP code adhering to BigQuery standards to extract, transform, and load customer data for BT/EE stakeholders using ETL tool. This ensures to acquire precise data set required. Drive investigation of issues, identify root cause, develop effective solution, restore customer satisfaction.
• Proactively identified and mitigated potential risks through insightful data analysis and robust reporting frameworks. Reduced potential risks by proactively analyzing data and implementing robust reporting solutions.
• Challenged existing processes and successfully effected change, leading to enhanced efficiency and improved outcomes.
• Applied extensive knowledge of risk reporting controls to safeguard data integrity and enhance compliance.

• Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
• I have to liaise with different vendors for our stakeholder to ensure timely resolution of the Incident and it follows the Problem Management process. This also involved making sure root cause analysis is to prevent any reoccurrence of the incident.
• Owned the process of service reviews by actively contributing and driving improvement initiatives. This was achieved by generating monthly SLA performance reports using Service Now dashboards.
• Ensuring that problem management processes and documentation align with industry standards, regulatory requirements, and organizational objectives.
• Collaboratively led the definition of key metrics alongside business stakeholders, ensuring alignment with the ultimate objectives of each reporting solution.
• Use of ServiceNow tool to develop a dashboard to provide a view on Incidents raised on different system to stakeholders.
• Assisting in the creation of standardized procedures and workflows for handling problems effectively and efficiently.
• Comprehend the core principles of Site Reliability Engineering, such as the ability to observe system behavior, define service level objectives, manage on-call rotations, and maintain operational documentation.

• Responded to ticket requests quickly and provide resolution within agreed SLA.
• Spearheaded the resolution of complex issues, collaborating effectively with vendors and stakeholders throughout the entire process (E2E) to achieve a successful outcome. Provided 24/7 support to one of the most critical CRM applications(OneSiebel) which managed orders, faults and billing for BT Wholesale customers.
• Delivered a data-driven report to stakeholders, providing actionable recommendations based on in-depth analysis.
• Utilized SQL expertise to orchestrate automated report generation through cronjobs.