DHRUV ARORA

Global Vendor Management - AT&T.

• Led cross-functional teams to enhance project delivery and client satisfaction.
• Implemented process improvements to streamline workflows and increase efficiency.
• Oversaw daily operations, ensuring adherence to company policies and standards.
• Maintained a positive work environment that promoted collaboration between team members.
• Delegated daily tasks to team members to optimize group productivity.
• Participated in regular meetings with senior leadership to provide updates on team progress.
• Created training materials and conducted group trainings on new processes or procedures.
• Developed and monitored key performance indicators (KPIs) to assess team effectiveness.
• Implemented strategic plans to enhance team performance and productivity.
• Coordinated meetings between stakeholders from different departments regarding vendor management matters.
• Implemented unique methods and methodologies, which helped reduce, and resolve issues.
• Developed reports on vendor performance for senior management review.
• Communicated regularly with vendors to resolve issues and enhance partnerships.
• Coordinated communications between internal stakeholders and external vendors.
• Analyzed invoices, purchase orders, and contracts. for accuracy and completeness prior to payment processing.
• Resolved conflicts arising from service level agreement issues or other disputes with suppliers.
• Managed complex and important vendor agreements and relationships across multiple commodities.
• Oversaw quality control to identify inconsistencies and malfunctions.

Global Vendor Management - AT&T

• Reviewed and processed vendor invoices for accuracy and timely payments.
• Developed reports on vendor performance for senior management review.
• Communicated regularly with vendors to resolve issues and enhance partnerships.
• Resolved conflicts arising from service level agreement issues or other disputes with suppliers.
• Besides BAU, I supported the team with queries and took various initiatives to improve efficiency. I have been working as second in command, taking the lead in the absence of the Team Lead.
• Led the automation projects to minimize revenue leakage and smooth the expense-to-revenue process.

SERVICE REQUESTS & ORDERS MANAGEMENT

• Responsible for end-to-end timely management of all kinds of service requests.
• Validates and assigns requests, manages commercial approvals, and customers' approvals.
• Keeps stakeholders informed via emails and calls until implementation is completed and SR closures.
• Applies designs, pricing guidelines, and standard work instructions.
• Manage SRM System – In coordination with the Project Management Team and the Technical Designer to deliver the tasks within SLA, preparing the Cost Price Sheet and coordinating with the Commercial Delivery Team.
• Worked to continuously improve the performance, reliability, and accuracy of data systems.
• Jeopardy management.
• Data management and presentation for the complete contract to the client over weekly and monthly calls, discussing challenges and solutions.
• SLA management, analysis, and sharing the inputs with concerned teams to get the contract progressed smoothly.
• Analyzed various opportunity areas, came up with solutions. Improved operations and resolved problems while delivering exceptional service, enhancing the team's efficiency, ensuring quality.

• Responsible for order management for B2C customers.
• Responsible for analyzing and handling customers' line and broadband orders.
• Responsible for handling customers' complaints and queries related to orders, and providing real-time resolutions.
• Responsible for achieving the targets and resolving issues under the SLA.
• Responsible for making calls to suppliers and chasing the order issues.
• Participated in continuous improvement by generating suggestions and engaging in problem-solving activities to support teamwork.
• Team players enjoy performing challenging tasks.
• Ambitious, hardworking, energetic, and well-disciplined.
• Responded to emergencies while remaining calm and effective under pressure.
• Improved team efficiency by training and mentoring individuals and setting achievable performance goals.