Bhumika Pradhan
Service Performance Anaylst
Delhi
Summary
To be associated with progressive organization that gives me scope to apply my educational and professional skills and provides me with advancement opportunity and knowledge empowerment. Disciplined and Expert in proactively building relationships with Stakeholders to coordinate and discuss to meet the Project goals.
Overview
13
13
years of professional experience
1
1
Language
Work History
Service Performance Analyst
BT Enterprise
Gurgram
02.2020 - Current
- .Created plans and communicated deadlines to complete projects on time.
- Making team reports from various tools like SI (single Interface), Diplomat, Oracale Business Intelligence.
- Develop communication for the team by acting as the point of contact to work for various projects.
- Create reports using Microsoft Excel for daily, weekly and monthly reporting.
- Carry out day-to-day duties accurately and efficiently.
- Develope team communications and information for meetings.
- Allocate work to the team members by making sure that the work is done on time without missing the SLA.
- Ensure smooth communication and supporting work between various stakeholders.
CCE in Consumer BT Broadband
British Telecom
Gurgram
08.2015 - 01.2020
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
- Collaborated with team members to achieve target results.
- Developed and maintained courteous and effective working relationships.
- Handled 40 chat per day to address customer inquiries and concerns related to BT Broadband and phones bills.
- Participated in team-building activities to enhance working relationships.
- Created orders for BT landline,broadband via Oneview tool and delivered services to customer locations within specific timeframes.
Team Member in O2 Business
FIS
Gurgram
03.2010 - 08.2015
- Increased customer satisfaction by resolving billing issues via email through Kana tool.
- Actively listened to customers requests, confirming full understanding before addressing concerns.
- Participated in team-building activities to enhance working relationships.
- Carried out day-to-day duties accurately and efficiently.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
Skills
Excellent communication skills in written and verbal both
Ability to learn as every Organization has a specific set of knowledge that every employee will need to acquire to be successful at their job
Being able to recognize problems that arise and make decisions to design the best solution in the business
Education
- PGDBM - Marketing Management NMIMS
- BA Delhi University
Timeline
Service Performance Analyst
BT Enterprise
02.2020 - Current
CCE in Consumer BT Broadband
British Telecom
08.2015 - 01.2020
Team Member in O2 Business
FIS
03.2010 - 08.2015