Christina Evangelin G
Summary
- Pragmatic and service-driven telecom professional with over three years of advancing experience in network and service delivery operations, order management, and project management.
- Adept at managing complex, high-impact projects for global enterprise clients by leveraging advanced network technologies to ensure seamless service and operational efficiency. Skilled in resolving escalations, driving cross-functional collaboration, and enhancing customer retention through continuous improvement efforts.
- Strong communicator with rapid mastery of complex delivery workflows in fast-paced, technology-driven environments.
- Demonstrated career progression from Standard Delivery Services (SDS) Specialist, Delivery Management Coordinator (DMC), Project Implementation Manager (PIM), to Service Delivery Manager (SDM), Subject Matter Expert (SME).
Overview
3
3
years of professional experience
1
1
Certification
Work History
Customer Service Executive - SME & SDM
Tata Communications Transformation Services Limited
Chennai
07.2023 - 11.2024
- Led end-to-end delivery of complex telecom projects, managed and mentored a high-performing team of 15+ professionals, ensured SLA adherence, accelerated service activation, and minimized project cycle times through cross-functional collaboration.
- Demonstrated leadership in service delivery, overseeing order validation, throughput (TP) unit management, and quality assurance, while driving the resolution of aged orders and ensuring milestone adherence.
- Directed governance and performance reviews, delivering actionable insights through monthly Internal Review Meetings (IRMs), client-facing updates, and weekly reporting to support transparency and continuous improvement.
- Drove project lifecycle excellence—planning, budgeting, and executing projects within a defined scope; implemented process automation, and performed Root Cause Analysis (RCA)-driven corrective actions, enhancing efficiency and service reliability.
- Promoted to SDM and SME in recognition of leadership and subject expertise; developed training materials, Local Work Instructions (LWIs), led hyper-care initiatives, supported field operations, managed escalations, and championed quality governance, and customer success.
Junior Customer Service Executive
Tata Communications Transformation Services Limited
Chennai
07.2021 - 06.2023
- Held progressively responsible roles—from Order Manager, SDS Specialist, DMC to PIM—overseeing end-to-end service delivery from order submission to handover through effective project and order management across major global clients including AT&T, Barclays, Capgemini, Colt Technologies, and more, managing high-bandwidth, mission-critical deliveries.
- Managed cross-functional teams to meet Agreed Ready For Service (ARFS) timelines, acted as SPOC for site visits, resolved delivery issues through stakeholder coordination, and drove process improvements based on Voice of Customer (VoC) insights.
- Delivered OSI Layer products such as EWL, IPVPN, IPX, IA, Cloud Connect, DSL, PSTN, SDWAN, and DWDM; determined Last Mile Connectivity (LMC) via Other Licensed Operators (OLOs) including BT Openreach, Virgin Media, City Fibre, and Vodafone fibre services.
- Demonstrated foundational expertise in DWDM and SDWAN by delivering complex DWDM designs, coordinating with field and test engineers to ensure flawless implementation with zero service impact, managing telecom equipment procurement aligned with design specifications, and providing clear scopes of work for installations.
- Oversaw supply chain operations and vendor management with contractors like John Henry Group (JHG) and Fibrewave, and third-party vendors such as ADVA Optical (Adtran), Ciena, Cisco, WWT, and Nokia (Alcatel); managed logistics and materials via ServiceNow and Bybox.
- Executed project delivery using Amdocs Ordering (AO), Service Order Management (SOM), Order Delivery Orchestrator (ODO), and Clarify; allocated field and network engineers via OFSC portal to ensure timely circuit installations, service activation, and optimized cycle times; handled customer escalations effectively in client-facing roles.
- Led delivery of complex DWDM, fiber services, and data center orders for clients including Equinix, Pulsant, Digital Realty, Global Switch, Telehouse, and Telefonica; successfully delivered over 200 high-bandwidth network services with zero network downtime.
- Quickly mastered complex delivery processes, leading to greater responsibilities and client commendation for outstanding service.
Education
Bachelor of Engineering| - Electronics And Communications Engineering
Vivekanandha College of Technology For Women
01-2017
Skills
- Delivery management
- Project implementation management
- Order processing and fulfillment Service level agreement (SLA) compliance Service activation Project cycle time enhancement
- Stakeholder engagement Cross-functional collaboration
- Governance Quality assurance Process optimization
- Escalation management Risk mitigation
Projects
- Vodafone Global Enterprise (VGE) | Vodafone Carrier Services (P123) | Vodafone United Kingdom (VUK)
Held multiple key roles in a UK-based telecom project across major Vodafone business units, driving the delivery of enterprise-grade network services, including IP data, voice, and transmission. Played a pivotal role in end-to-end project execution, ensuring service excellence, stakeholder alignment, and adherence to global delivery standards.
Tools and Technical Skills
- CRM Platforms : Amdocs Ordering (AO), ODO, SOM, Clarify
- BI and Visualization Tools : VOST, Visio, Qlik Sense
- Ticketing tools : BMC Remedy, ServiceNow
- Telecom and Network Equipment Delivery : Ciena equipment (C6500), Cisco routers (ASR 900, 400, 9000 series), Alcatel Switches (7210 SAS-E, 7210 SAS-SX),ADVA 110, ADVA GE 112 pro h.
Certification
- Amdocs Order Management (AO, SOM, ODO) – Service Delivery Training
- Become a Six Sigma Green Belt - LinkedIn
- Change Management Foundations – LinkedIn
- Six Sigma Black Belt – LinkedIn
Rewards and Recognition
- BRAVO (Nov 2024) – Exceptional customer service to a high-profile client, exceeding expectations
- Hi5 (Jul 2024) – Turned a sensitive escalation into positive feedback through trust and swift action
- BRAVO (Dec 2023) – Ensured service quality during a cyclone, maintaining customer communication
- Hi5 (Aug 2023) – Being Agile: Successfully delivered HSCR training, ensuring business continuity
- Hi5 (Dec 2022) – improved delivery quality, and strengthening customer relationships
- BRAVO (Sep 2022) – Managed a complex, high-impact DWDM order, ensuring seamless service
- Hi5 (Aug 2022) – Recognized for taking the initiative in additional duties and enhancing the customer experience
- Hi5 (Jun 2022) – Commended for proactive communication, and attention to detail in critical deliveries
- Hi5 (Mar 2022) – Applauded for executing complex deliveries with precision, and ensuring on-time service
Timeline
Customer Service Executive - SME & SDM
Tata Communications Transformation Services Limited
07.2023 - 11.2024
Junior Customer Service Executive
Tata Communications Transformation Services Limited
07.2021 - 06.2023
Bachelor of Engineering| - Electronics And Communications Engineering
Vivekanandha College of Technology For Women
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