Chatnya Chowdhary

• Working within Performance Management team of Telecom providing support to Infra & Platform
• Development Expert and overseeing Data Analysis, Delivery's within SLA, Issue Rectification.
• Coordination with Inhouse and outhouse teams(BO,RF,BSS,TCS)
• Lead and Directed the team of 4 members for delivery of all agreed reports within SLA that helps in achievement of short-and long-term business objectives, increased profit and handled end to end operations
• Maintain records of delivered report and Delivery timing to achieve regular SLA
• Worked closely with the central team for piloting critical interventions in the circle which were replicated nationally
• Interprets demand forecasts and planning; works with senior team members to provide high quality specifications for complete end-to-end project delivery
• Addresses issues and recommends adjustments
• Identifies application improvements to increase customer and stakeholder satisfaction,
• Communicates improvement needs to appropriate parties to ensure timely implementation and to maintain client satisfaction
• Ensures delivery of projects meet client and company expectations and needs,Leverages operating models to ensure that appropriate resources are available to meet client needs
• Delivery of 108 Reports on daily bases with 99.9 % Accuracy for 22 circles across India
• Reports analysis of High Revenue Sites as per KPI and parameters,which help to increase Revenue of these sites
• Early resolution for ENM and MME issues by TT process with the help of internal as well external teams (TCS, Huawei) so that achieve 99.9 % SLA benchmark
• Ensures early delivery of all reports so that related circles could take action as earliest on affected sites for Great customer experience as well Business growth

Period of transition to find new challenges, while doing skill upgrade & learning new practices.

• Leading a team of 12 members for leading Telecom Operations and ensuring that Agent productivity, SLA
• Performance & reduction,Improving the CSAT/NPS in customer ticket repetition carried out effectively, publishing dashboard, Data analyses of Customers Ticket
• Lead and Manage the team of 12 members for delivery of all agreed reports within SLA as well day to day activity(CRM Update, TT, Issue Rectification)
• Preparing & publishing the monthly MIS and PowerPoint presentation for Management insights
• Driving reduction in repeat & open Service request through process improvement & implementing SOP’s
• Planning and optimization of HRHU Sites through daily activity with Field Teams(ZTM, RF Engineers)
• Responsible for the Manpower planning, Agent productivity, SLA Performance & reduction in customer ticket repetition
• Responsible for Managing & Improving the CSAT/NPS Score for the Circle
• Strategizing policies & procedures in the operating system to achieve greater customer delight and cost reduction through effective campaign planning
• Preparing and publishing dashboards(Monthly, Weekly) for stakeholders and top management insights
• Distributor Management through Data Analysis of Customer Tickets as well Analysis of Site KPI's
• Result Oriented Drive in terms of Business Growth through Optimization of HRHU Sites by Data analyses of Customer tickets
• Achieved 1st position(2016) in PAN India through continuous improvement in NPS Ranking
• Rock Star award for exceptional performance in yr.2016

• Working within the customer service team, ensuring that resolution of Network issue Related technical tickets raised by contact center of Uninor/MTS for excellent level of customer service experience all times
• Lead 2 projects (Uninor & MTS) simultaneously with Inhouse team of 8 Members which were responsible for handling customers Tickets
• Responsible for Managing & Improving the CSAT Score for the Circle
• Preparing weekly/Monthly Presentation through Data analyses for management (Uninor & MTS) insights
• EA(Emergency Area) codes definition, Testing & Audit, New Levels Definition and Testing with PAN India operators
• Coordination with Government Authorities for rectification of highly sensitive helplines 100/101/102/1090/1091 on behalf of Uninor
• Coordination with Government departments such as BSNL,MTNL for media support of L1 and L2
• Managing War Room and ensured connect with all stakeholders for day to day site issues rectification
• High Revenue Sites KPI analyses for business growth and customer delight
• Through continuous training sessions, Data analyses, Dashboards
• Maintained TOP position in PAN India across 3 Years
• Awarded by COO uninor for Win With Pride Breakeven 2013

• Working within the customer service team, ensuring that resolution of Network Issues related tickets raised by contact center of Uninor with in agreed SLA with customers delight
• Managed an Inhouse team of 4 Members responsible for handling customers Ticket and Service Level Agreement(SLA)
• Responsible for Managing & Improving the CSAT Score for the circle
• Issue Rectification through central and field teams(BO, RF, BSS)
• Preparing weekly Presentation through Data Analysis for management insights
• Managing War Room and ensured connect to all stack holders for day to day site issues rectification
• Through Data analysis, weekly dashboard presentation and training sessions reduced 90% issues
• Awarded by Best Performance for 2 consecutive years
• Promoted from Assistant Engineer to

• Technical Complaints Resolution through concern departments, Highlighting the major issue to the concern team reported by call center, Maintain, of Corporate customers and High Revenue
• Customers, Daily/Weekly/Monthly Dashboard, Reports sharing with Management.

• Maintenance of 10 Systems as well Internal software based on Hospital Management

• In this duration pursued in a program organized by C-DAC Noida which stands for PGDSA program (Post Graduate Diploma in System Administrator)

• Customer Care Executive for Vodafone Up east