Charu Lata
Gurugram
Summary
Technical support professional with 3 years of experience in telecom service and network troubleshooting. Skilled in resolving complex routing issues, managing SLAs, handling escalations, and using CRM & monitoring tools to ensure seamless service delivery and high CSAT
Overview
4
4
years of professional experience
Work History
Network Operations Specialist
British Telecom E - Serv Pvt Ltd
Gurugram
01.2023 - 01.2025
- Dedicated to addressing complex technical and network challenges.
- Analyzed traffic pattern and logs to identify and resolve network routing issues.
- Collaborated with network engineers and cross-functional teams to develop and implement enhanced routing strategies.
- Oversaw infrastructure rerouting projects to facilitate expansion and network modifications.
- Ensured SLA compliance, reduced escalation, and maintained high customer satisfaction.
- Utilized CRM tools and network monitoring system to proactively identify bottlenecks and propose solutions.
Senior Advisor
Teleperformance
01.2021 - 01.2022
- Provided customer support via voice, chat, email, and data channels.
- Assisted clients in resolving queries efficiently, ensuring high customer satisfaction.
- Gained exposure to CRM tools and company processes in a fast-paced environment.
Education
Bachelor in Arts -
Skills
🔹 Professional Skills
- Customer Service Excellence (Voice, Chat & Email Support)
- Network Issue Troubleshooting & Routing Analysis
- Fraud Detection & Risk Analysis
- CRM Tools & Ticketing Systems
- Process Improvement & Workflow Optimization
🔹 Technical Skills
- Network Monitoring & Diagnostics
- Connectivity Troubleshooting (Routing, Traffic Analysis, Logs)
- Microsoft Office Suite (Excel, Word, PowerPoint)
- CRM & ERP Platforms
- Remote Support Tools
🔹 Soft Skills
- Strong Communication & Active Listening
- Analytical & Problem-Solving Ability
- Team Collaboration & Cross-Functional Coordination
- Adaptability in Fast-Paced Environments
- Conflict Resolution & Negotiation
🔹 Soft Skills
- Strong Communication & Active Listening
- Analytical & Problem-Solving Ability
- Team Collaboration & Cross-Functional Coordination
- Adaptability in Fast-Paced Environments
- Conflict Resolution & Negotiation
Languages
- English, Fluent
- Hindi, Fluent
References
- Darpan Sarna, Team Lead, British Telecom E-Serv Pvt Ltd, 0124 657 3600, lokeshgupta1989@yahoo.com
- Alpana Suneja, Vice President, Teleperformance, +91-22-66776000, contactus@teleperformancedibs.com
Timeline
Network Operations Specialist - British Telecom E - Serv Pvt Ltd
01.2023 - 01.2025
Senior Advisor - Teleperformance
01.2021 - 01.2022
SKMU University - Bachelor in Arts,
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