KAWANPREET SINGH
Gurugram
Summary
Results-driven senior order analyst with 5+ years in the telecom industry, focusing on telecom service management including landlines, sports channels, GSM, fibre networks, and Wi-Fi extenders. Proven track record in mentoring junior analysts and implementing quality management processes. Expertise in cross-team collaboration to achieve operational excellence and enhance customer satisfaction.
Overview
8
8
years of professional experience
1
1
Certification
Work History
SENIOR ASSOCIATE - CONNECTIONS PRO CARE
BRITISH TELECOM
10.2019 - Current
- Managing end-to-end process for fibre and copper landline connections, BT Sports channels, and network services.
- Taking full ownership of service delivery, ensuring projects are completed within agreed timelines and standards.
- Executing operational tasks within defined business processes, maintaining accuracy, compliance with security policies, and adhering to SLAs.
- Ensuring effective escalation of complex queries to the team manager, with timely hand-offs and resolution.
- Delivering comprehensive training to junior analysts, boosting team productivity and service quality.
- Focus on quality control, process standardization, and continuous improvement in areas such as customer operations, order management, and network operations.
ASSOCIATE - BILLING
BRITISH TELECOM
10.2018 - 09.2019
- Oversaw customer inquiries, including order queries and complaints, through chat and calls to ensure prompt resolutions.
- Delivered accurate responses to customer concerns, upholding exceptional service quality.
- Consistently surpassed operational goals established by client units through effective management.
- Managed queue levels to align with agreed SLA targets, facilitating timely service delivery.
- Proactively identified and communicated potential customer satisfaction issues to management and support teams, fostering a culture of collaboration and continuous improvement.
ANALYST
R1 RCM GLOBAL PVT LTD
11.2017 - 09.2018
- Achieved timely resolution of claim discrepancies, ensuring precise financial records.
- Prevented claims from being written off through proactive follow-ups, leading to improved financial outcomes.
- Drove projects focused on contractual adjustments and claim write-offs, significantly enhancing financial processes and reducing discrepancies.
Education
BCA - Computer Applications
Himachal Pradesh University
12th - CBSE Board
Geeta Adarsh Vidyalaya
10th - CBSE Board
Geeta Adarsh Vidyalaya
Skills
- Process optimization and order management
- Insurance revenue strategies
- Collaborative cross-functionality
- Vendor relationship management
- Quality training initiatives
- Business tool integration
- Customer relationship management systems
- Office software proficiency
Certification
- ELEVATE - Fundamentals Stage group
- Tech Fluency - Internet of Things (IoT)
- Artificial Intelligence learning plan
Languages
English
Intermediate
B1
Hindi
Proficient
C2
Awards
Awarded the Excellence Award for sustained high performance, productivity, and exceptional client satisfaction over multiple years at British Telecom.
Hobbies and interests
- Playing Table Tennis.
- Playing Cricket.
- Travelling.
Timeline
SENIOR ASSOCIATE - CONNECTIONS PRO CARE
BRITISH TELECOM
10.2019 - Current
ASSOCIATE - BILLING
BRITISH TELECOM
10.2018 - 09.2019
ANALYST
R1 RCM GLOBAL PVT LTD
11.2017 - 09.2018
BCA - Computer Applications
Himachal Pradesh University
12th - CBSE Board
Geeta Adarsh Vidyalaya
10th - CBSE Board
Geeta Adarsh Vidyalaya