Khusboo Mishra
Pune
Summary
B.Tech with 12.8 years of experience in the telecom projects and operations industry. Currently associated with TCTS as Assistant Manager. Experience in areas of service delivery, escalation management, incident management, fault restoration, problem analysis, and troubleshooting network issues of leased lines, proactive monitoring, and online troubleshooting. Familiar with service assurance processes, service delivery, and proactive monitoring processes and tools such as CRM, EMC, MRTG, Router, ECI-NMS, and SFDC.
Overview
13
13
years of professional experience
Work History
Assistant Manager
Tata Communications Transformations Services
Pune
02.2020 - Current
- Led the Building Master Project Service Delivery and achieved the target by 122% against the KPI.
- Implemented project governance framework, increasing delivery efficiency.
- Provide accurate reporting on projects status throughout its lifecycle to 3+(Plug & Play Ready, Express Delivery etc.) project teams and stakeholders encompassing, scheduling and resource planning
- Coordinate all project inputs with several functional/technical managers, project core teams and project staff to formulate appropriate project tools, process and methodologies
- Weekly and Monthly Review & interlocks with Clients
- Extended support to IT team by embedding process and procedures
- Reviewed and distributed templates and did UAT to guarantee process alignment
Sr. Executive
TCTS
Noida
08.2015 - 01.2020
- Managed end-to-end Escalation Desk, chat projects, EMC assignment, chat complaints, and enterprise disconnection team.
- Handled the second level of the internal escalation matrix.
- Validation of repeat complaints and to manage the SIP plans.
- Monthly review and interlocks with service partners and circle/internal teams.
- Monitored and maintained the quality of interaction with the customers.
- Handled a team of L1 executives responsible for providing Level 1 support to data products and 1515 products.
- Audits: Responsible for audits as a daily checklist of pending complaints for maintaining desired quality and customer satisfaction.
- Led a proactive monitoring process for managed customers.
Team Leader
TBSS
Noida
07.2012 - 08.2015
- Handled different types of complaints, such as link down, packet drop, CRC errors, slow speed, etc., and queries from enterprise customers regarding their network problems related to data products.
- Managed internal and external escalations of complaint tickets, and coordinated with network teams for service improvement plans.
Education
MBA - Information Systems Management
Sikkim Manipal University
01.2020
B. Tech - Electronics and communication
UPTU
01.2012
12th & 10th - PCM
UP Board
Skills
- Team Management & Supervision
- Multilevel Collaboration
- Technical Process Improvement
- Risk Assessment & Monitoring
- Teamwork & Leadership
Core Competences
- Team Management & Supervision
- Multilevel Collaboration
- Technical Process Improvement
- Risk Assessment & Monitoring
- Teamwork & Leadership
Overview
B-Tech, Telecom Projects and Operations, Asst Manager, Service delivery, Incident Management, Fault restoration, Problem analysis, Troubleshooting network issues of Leased Lines, Proactive monitoring, Online Troubleshooting, Service assurance process, Service delivery and Proactive Monitoring process, CRM, EMC, MRTG & Router, ECI-NMS, SFDC
Personal Information
- Husband's Name: Mr. Rohit Kumar Mishra
- Date of Birth: 03/01/91
- Marital Status: Married
Timeline
Assistant Manager
Tata Communications Transformations Services
02.2020 - Current
Sr. Executive
TCTS
08.2015 - 01.2020
Team Leader
TBSS
07.2012 - 08.2015
MBA - Information Systems Management
Sikkim Manipal University
B. Tech - Electronics and communication
UPTU
12th & 10th - PCM
UP Board
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