Chandan Gupte

• Collaborated with senior management to develop and execute long-term corporate goals and objectives.
• Creating Balance Score card for GTAC department
• Developed and executed strategic plans to achieve organizational goals and drive sustainable growth.
• Developed systems and procedures to improve operational quality and team efficiency.
• Preparing KPI dash boards for GTAC and maintaining them
• Planning and setting up team size as per allocated budget
• Analyzed customer feedback and identified areas for improvement to drive business success.
• Mitigated risks by developing comprehensive contingency plans that ensured business continuity during unforeseen events or challenges.
• Spearheaded Technical support for International as well as national Telecom Service providers.
• Mentored and coached team members to foster productive and engaging work environment.
• Drove revenue growth through identification of change request opportunities and expansion of existing products/services offerings.
• Managed budgets and resources, optimizing allocation for maximum impact on business objectives.
• Achieved 99% SLA achievement for customer account handled
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
• Interacted well with customers to build connections and nurture relationships.
• 95% renewal rate for AMCs.

Process Implementation as per ITIL standard.

• Incident Management : Established a robust incident management process, reducing incident resolution time by 30% and enhancing customer satisfaction.
• Problem Management : Implemented proactive problem management techniques, decreasing recurring incidents by 40% and improving system reliability.
• Change Management : Designed a structured change management process, reducing change-related incidents by 25% and ensuring seamless service transitions.
• Service Level Management : Developed and enforced Service Level Agreements (SLAs), achieving a 95% SLA compliance rate and setting clear performance targets.
• Configuration Management : Established a comprehensive Configuration Management Database (CMDB), reducing configuration errors by 20% and improving asset management.
• Knowledge Management : Deployed a knowledge management system, reducing ticket volume by 25% through enhanced self-service options and documentation.

• Achieved 95% Support renewals
• Maintained 99% customer facing SLAs
• Account management for key Accounts and Maintained CSAT >4.5/ 5
• Identified Training needs for resources and arranging training for resources
• Identified process improvements and implemented those which helped in reducing efforts by 30% of support resource.
• Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
• Developed systems and procedures to improve operational quality and team efficiency.
• Handling International and National Clients

• Managed multiple strategic projects having phases like Initiation, Planning, Execution, Control and Monitoring and Closure.
• Established strong relationships with key stakeholders, ensuring support for program initiatives.
• Managed cross-functional teams for successful project completion within deadlines and budgets.
• Developed strategic plans, setting clear objectives and achievable milestones for team.
• Improved program efficiency by streamlining processes and implementing time-saving solutions.
• Leveraged technology tools for enhanced project tracking, reporting, and information sharing among team members.
• Optimized resource allocation, effectively balancing priorities and managing competing demands.
• Enhanced project visibility with regular status updates, leading to increased stakeholder engagement.
• Maintaining Quality for delivery as per set quality process
• Successfully managed budgets and allocated resources to maximize productivity and profitability.
• Implemented risk management strategies to mitigate potential barriers to project success.
• Managed large projects for Tier1 operator at International level like Africell - Uganda, Africell- SL, Africell- Gambia, Africell - DRC and at National Level Tata Tele Services
• 100% success rate for project delivery

• Handling delivery Tier 1 operator (SPARK- NZ) for ANZ Business Unit -
• Coordinating with Onshore team
• Managing Offshore Delivery with quality
• Forecasting Resource Ramp up and Ramp down
• Maintaining the Delivery quality as per the process
• 95% success rate for timely delivery.

• Managing end to end projects
• Controlling the scope creep, Managing customer's expectation
• Closely working with customer's team for project execution
• Forecasting the risks and mitigating those risks.
• International Project Implementation for Ooredoo _ Maldives, Telkom kenya, Orange RDC, Orange Cameroon, MTN Botswana, Telbru, Telecom Madagaskar.
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• Managed specialist team to provide technical assistance and customer service.
• Creating Roster for shift and making sure 24 * 7 support is provided to customer
• Monitored ticket resolution rates closely, taking corrective action for maintaining Ticket resolution as per agreed SLA
• Creating business reports and presenting to management

• Deployment for CRM software for P&G at various distributor's location
• Providing technical support for issues raised by customer on ticketing portal
• Maintaining the SLA as agreed.