Dinesha PS

Past role at TCS - worked for Client Telstra Telecom involves investigating disputes raised by customers, validating credits raised by consultants, and ensuring that cases are closed within the provided service level agreement (SLA). - As a subject matter expert (SME), responsible for providing guidance and support to consultants as they work to resolve complex IT problems. -As an Oneform Endorser, responsible for reviewing and approving Oneform requests submitted by consultants. Oneform is a tool used by Telstra consultants to raise and track service requests related to a variety of IT and telecommunications issues. In addition to SME and Oneform Endorser responsibilities, I also played the role in quality assurance (QA) by sampling cases actioned by consultants and providing feedback on areas for improvement. This can help ensure that Telstra's support team is consistently providing high-quality service to customers. Overall, my role at Telstra Telecom appears to be focused on troubleshooting and resolving complex problems, providing guidance and support to other team members, and ensuring that cases are closed within the SLA to maintain high levels of customer satisfaction.