Summary
Overview
Work History
Education
Skills
Languages
References
Timeline

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 -

SKMU University

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,
Charu Lata