Summary
Overview
Work History
Education
Skills
Languages
Timeline
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DILIP KUMAR VR

Bangalore

Summary

Dynamic Assurance Consultant with a proven track record at Belong, recognized for enhancing first call resolution rates and customer satisfaction. Expert in network troubleshooting and incident management, I excel in process improvement and collaboration, earning multiple awards for outstanding performance and dedication in the telecommunications sector.

Overview

8
8
years of professional experience

Work History

Assurance Consultant

Belong
Bangalore
09.2021 - Current
  • Activated NBN orders to ensure prompt service initiation.
  • Collaborated with Tactical team, improving first call resolution rates and customer satisfaction.
  • Escalated complex customer inquiries, achieving timely resolutions.
  • Assisted in NBN order activation within department, enhancing operational efficiency.
  • Achieved first call resolution rate of 59.80%, peaking at 66.40% in February 2025.
  • Handled escalation calls, effectively mitigating customer complaints.
  • Received 'The Pinnacle Performer Quarterly' award for exceptional performance.
  • Honored with multiple awards for outstanding contributions and perseverance during 2024-2025.

Technical Support Executive - Optus

24/7.ai
Bangalore
09.2017 - 09.2021
  • Served as a Subject Matter Expert for the NBN technical support team.
  • Resolved complex queries and escalations through chat, messaging, and calls, retaining customer satisfaction.
  • Monitored team performance using Objective and Key Results (OKRs), including NPS and First Call Resolution.
  • Conducted training sessions for new hires while coordinating ongoing training for existing employees.
  • Diagnose and resolve issues related to Sync, slow speed, authentication, and no data flow. Perform system and application configuration and management.
  • Provide level 2 customer support of incidents assigned in ServiceNow. Domain knowledge of telecommunications with a keen interest in keeping up to date on the latest happenings in this space.
  • Responsible for SLA compliance and its related reports, like Pending Customer and Pending Vendor incidents. Weekly closed incidents auditing (all priority incidents) for proper resolution, quality, hop counts, and SLA.

Education

Bachelor of Science - Mathematics

Vignana Sudha Degree Collecge
S V University
03-2012

Skills

  • Problem solving
  • Strong organizational and time-management skills, problem-solving
  • Basic Excel
  • Network troubleshooting
  • Incident management
  • Performance management
  • Process improvement
  • Adaptability and flexibility
  • Collaboration and teamwork
  • Telecommunications expertise

Languages

English
Proficient (C2)
C2
Telugu
Proficient (C2)
C2
kannada
Proficient (C2)
C2

Timeline

Assurance Consultant

Belong
09.2021 - Current

Technical Support Executive - Optus

24/7.ai
09.2017 - 09.2021

Bachelor of Science - Mathematics

Vignana Sudha Degree Collecge

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DILIP KUMAR VR