Lekha Ravindran

Working with AT&T, SHELL & TCTS Project Managers, Project Delivery Managers, Associate Directors and Clients from APAC, EMEA & AMS regions on Infrastructure projects.

• Developed and initiated projects, including managing costs, schedule and performance.
• Perform activities around budget management including cost trend analysis, support related to resource planning, monitoring, and controlling project execution, project reporting and project assurance.
• Achieved project deadlines by coordinating with contractors to manage performance.
• Examine project documentation/data for completeness and accuracy.
• Capture risk based on inputs from Project Managers, monitors and track risks and issues.
• Time writing Follow-up with Project Team. Follow-up on payments, approvals, manage, and validate Invoices (based on Project Manager inputs)
• Managed over 900 projects and over 2400 Change Request.
• Identified plans and resources required to meet project goals and objectives by setting realistic timelines and checkpoints.
• Developed executive presentations and reports to facilitate project evaluation and process improvement.
• Modified and directed project plans to meet organizational needs.
• Produce project reports and ensure that status reporting is fit for purpose, complete, timely, accurate, and communicated effectively.

Worked with British Telecom project in providing technical support for B2B clients.

• Analyze business specifications of British Telecom Broadband Services.
• Handle Client calls, chats. Resolve Client Escalations.
• Work on Order Management, SPOC for raising Incidents and Service Request.
• Collaborated with Project Managers to measure ongoing process performance, enacting changes based on historical data.
• Directed training efforts among new workers to increase proficiencies at process requirements.

Worked with Airtel Prepaid Clients providing support for direct customers.

• Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
• Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
• Managed over 50 customer calls per day.
• Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
• Retained existing clients by extending high quality and efficient support service.