Cooking
Daksh Jain
Pre Sales Telecom Domain Consultant
Bhopal
Summary
Daksh Jain is a Certified Product Owner with Ten years of professional experience . He is a collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Daksh is well versed with Business Analysis, Process Consulting, Process Mining and Software Testing in Telecom Domain with Wipro Technologies. He has a well established knowledge in a variety of major fields such as CRM Application, Middleware System, Telecom Billing, E2E Testing, Customer Migration, Customer Readiness Test, Dealer Commissioning, Prepaid, Postpaid and Fixed Line Services for B2C, B2B and B2P customers.
Works in tandem with sales team to exceed customer expectations for functionality, cost-effectiveness and successful system rollout. He offers strong work ethic and track record of building loyal customer relationships.
Overview
10
10
years of professional experience
19
19
years of post-secondary education
3
3
Languages
Work History
Customer Success and Pre Sales Consultant
Wipro Technologies
11.2022 - Current
- Streamlined operations for improved efficiency by optimizing processes and workflows in the customer success department.
- Developed training programs to enhance Business Agents skills and knowledge, ultimately boosting overall team performance.
- Managed high-priority transformation Project, ensuring smooth service delivery and maintaining strong client relationships.
- Monitored industry trends and competitor offerings, making recommendations for adjustments to maintain a competitive edge.
- Reduced response times to customer inquiries with the implementation of a Gen AI led Initiatives infused with Process Mining
- Spearheaded initiatives aimed at reducing churn rates while enhancing upselling opportunities within existing client base.
- Drove continuous improvement initiatives within the customer success function, consistently aiming for excellence in service delivery and client satisfaction.
- Implemented data-driven decision-making processes to analyze customer feedback and improve service quality.
- Led a team focused on resolving complex customer issues, resulting in improved satisfaction ratings across all channels.
- Oversaw the successful execution of multiple large-scale projects simultaneously, meeting all deadlines and exceeding client expectations.
- Established strong relationships with key clients, fostering long-term partnerships and ensuring continued business growth.
- Collaborated with cross-functional teams to develop new products and services tailored to client needs.
- Coordinated with sales teams to identify potential upsell opportunities within existing accounts while minimizing risk exposure through effective account management practices.
- Negotiated contracts with outside carriers to minimize costs to company and customers.
- Took ownership of customer issues and followed problems through to resolution.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Leveraged data and analytics to make informed decisions and drive business improvements.
Lead Business Analyst
Wipro Limited
10.2020 - 09.2022
- Responsible for Business Adoption of New Transformation Platform
- Managed team performance by implementing measurable metrics to track delivery of supporting requirement artifacts
- Represented business team on weekly program calls, lead UAT in WAR room and collaborated with support functions, involving IT/ Dev and IT QA team to ensure seamless execution of business acceptance
- Managed team performance by implementing measurable metrics to track delivery of supporting requirement artifacts
- Maintained team efficiency by strategically delegating daily activities, monitoring output and rewarding positive contributions.
- Applied strong leadership and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand.
- Cross-trained existing employees to maximize team agility and
performance. - Evaluated employees’ strengths and assigned tasks based upon
experience and training. - Established team structure and empowered leads for ownership in collaboration with onshore counterparts.
- Ensured activities to be focused on business change objectives by providing a framework to manage change process
Business Analyst
Wipro Limited
09.2019 - 09.2020
- Responsible for creating process transformation strategy,business blueprinting and defining scope of transformation
- Responsible for defining process blueprint (Salesforce CPQ, Campaign to lead process, Lead to Opportunity process, Pricing process, Order Management process, Contract extension process, Customer Retention process, Customer Churn Mgt Process)
- Supporting Chief Architect on BSS Architecture Strategy (CRMs for B2C/B2B/MVNO, Billing Order Management, Product and Tariffs Catalogue, Contract Mgt System, Customer Info Mgt, BI, Reporting….etc)
- Worked on Salesforce CPQ processes (Concept to market processes, Pricing Processes, Product portfolio planning Process, Quote generation process, Lead to order process)
- Supported leadership team with reporting, highlighting risks/issues analysis with mitigation strategies, business presentations to inform status using Confluence
- Interacted with internal customers to understand business needs, translated requirements to user stories, managed progress in JIRA
- Defined and established project scope, goals and deliverables that support business objectives in collaboration with stakeholders
- Guided teams and refined Agile techniques throughout journey and evolution of delivery cycles, establishing documentation framework to support Agile methodology implementation with Waterfall-centric delivery team
- Lead cross-functional local and global business teams for business acceptance
Test Manager / CRT Manager
Wipro Limited
11.2017 - 08.2019
- Responsible for Customer Readiness Test for all the Postpaid, Prepaid and Fixed Line Projects
- Responsible for nourishing team with Business flows for different stacks in Telefonica
- Analysis of various Service Requests, Change Requests for Customer Readiness Test
- Hands on experience on JIRA and JIRA Dashboards
- Responsible for Weekly reporting, Kick off presentations and Scope analysis within CRT
- Responsible for Weekly reporting, Kick off presentations and Defect Management
- Organizing and controlling the Testing process
- Ensuring visibility, trace ability, and control of testing process to deliver high-quality software
- Defining the scope of testing within the context of each release / delivery
- Deploying and managing resources for testing
- Planning, deploying and managing the testing effort for any given engagement
Test Analyst
Wipro Limited
01.2017 - 11.2017
- Analysis of various Change Request and Service Requests along with impact analysis on Business and Customer.
- Experience in using Testing Tools such as IBM Clear Quest and other repositories like Clear Case, subversion etc
- Preparation of Effort Estimations and Test Plan based on the requirements.
- Involved in requirement gathering and Test Planning
Root Cause Analysis of Production Defects - Worked on Test Management Tool Rational Quality Manager, Clear Quest, Quality Center and Jira
Senior Project Engineer
Wipro Limited
11.2015 - 12.2016
- Responsible for quality assurance of all software changes planned for Postpaid IT systems and ngOCS
- To test provisioning, in -life changes, mobile number portability for postpaid customers
- To set up and test new packs and tariffs on Postpaid IT systems
- Extensive understanding of German Postpaid business processes to provide maximum quality
- Analyzing potential bugs, reporting and retesting
- Responsible for UATs, Business demos and production handovers
Project Engineer
Wipro Limited
07.2014 - 10.2015
- Worked for the biggest Merger of Europe (Eplus Merging with O2)
- Direct involvement with client for collecting requirements, daily status reporting and presenting results
- Preparation of final report and presentation to the customer
- Clear understanding of CRM Application, Mediation System
- Performing Smoke Test, Sanity Testing, End to End Testing of New Functionality requirements
- Checking in the Databases and well versed with SQL Queries
Education
Bachelor of Engineering - Electrical Engineering
Lakshmi Narain College of Technology
Bhopal, India 06.2010 - 05.2014
High School Diploma -
Campion School
Bhopal, India 04.1995 - 03.2010
Skills
Business Analysis
Certificates
2021-10
Professional Scrum Product Owner I (PSPO I)
2020-10
Project Management Professional (PMP)®
2020-01
Certified Scrum Master (CSM)
2018-01
ISTQB Certified Test Analyst (CTAL)
2017-02
ISTQB Certified Tester (CTFL)
Interests
Writing Poems
Reading Indian Epics
Timeline
Customer Success and Pre Sales Consultant
Wipro Technologies
11.2022 - Current
Lead Business Analyst
Wipro Limited
10.2020 - 09.2022
Business Analyst
Wipro Limited
09.2019 - 09.2020
Test Manager / CRT Manager
Wipro Limited
11.2017 - 08.2019
Test Analyst
Wipro Limited
01.2017 - 11.2017
Senior Project Engineer
Wipro Limited
11.2015 - 12.2016
Project Engineer
Wipro Limited
07.2014 - 10.2015
Bachelor of Engineering - Electrical Engineering
Lakshmi Narain College of Technology
06.2010 - 05.2014
High School Diploma -
Campion School
04.1995 - 03.2010
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