Mohd Balal
Senior Technical Manager
New Delhi
Summary
Highly experienced and results-driven Senior Technical Manager with a proven track record of optimising telecommunications infrastructure, managing critical integrations, and leading technical teams to deliver exceptional business support. Expert in dialer management, network optimisation, and third-party integration, with a strong focus on enhancing operational efficiency and minimising downtime. Proven ability to analyse complex technical issues, develop innovative solutions, and drive continuous improvement in support processes. Adept at managing the full software development lifecycle for business-critical projects and fostering a culture of collaboration and technical excellence within teams. Passionate about leveraging technology to solve business challenges and deliver exceptional customer experiences.
Overview
11
11
years of professional experience
7
7
years of post-secondary education
Work History
Senior Technical Manager
toothsialigners
04.2023 - Current
- Spearhead end-to-end dialer testing and customisation to meet evolving business needs
- Manage Primary Rate Interface (PRI) lines, ensuring seamless communication for all business operations
- Collaborate with network providers (e.g., Tata, Airtel) to minimize downtime and maintain optimal network performance
- Implement and maintain organisation-wide VPN infrastructure, ensuring secure remote access for all employees
- Lead third-party integration management (payment gateways, dialer systems, Truecaller, etc.), including comprehensive testing and validation
- Optimize Salesforce license utilization and manage internal CRM to minimize costs while meeting business requirements
- Define, develop, and manage the SDLC for minor and mid-level technical requirements, focusing on resolving business challenges
- Maintain and optimise IVR systems in collaboration with Ozonetel and Vaani to enhance customer experience
- Support Quality Assurance testing of calling system workflows and functionalities
- Conduct API unit testing using Postman to ensure seamless integration with third-party applications
- Lead fortnightly reviews to identify and address critical challenges, proposing innovative technical solutions
- Optimize TAT for issue resolution, enhancing business and operational efficiency
- Deliver monthly team training sessions with practical examples to improve troubleshooting skills and resolution effectiveness
- Reproduce and thoroughly investigate system issues reported by business teams before escalating to development, ensuring accurate problem diagnosis
Technical Team Manager
toothsialigners
12.2021 - 03.2023
- Lead and mentor a team providing Level 2 application support, resolving complex technical issues escalated by internal business teams
- Optimise dialer performance and manage telephony infrastructure for seamless sales and support operations
- Administer and troubleshoot critical third-party integrations (Salesforce, kalyera, Ozonetel, Vaani, EDAS, Razorpay, Pinelabs, Juspay) ensuring business continuity
- Proactively manage network connectivity (Tata, Airtel) and implement strategies to minimise downtime for enhanced productivity
- Enhance customer experience through efficient DID management and communication channel optimisation
- Implement best practices for technical issue reporting and resolution, driving continuous improvement in support processes
- Conduct regular team audits to ensure consistent service quality and adherence to established standards
Deputy Manager
Jd Omni
04.2019 - 11.2021
- Company Overview: A Justdial initiative focused on ensuring seamless and secure customer interactions
- Experienced Customer Experience Specialist at JD Omni, a Justdial initiative, focused on ensuring seamless and secure customer interactions
- Responsible for KYC verification and fraud detection
- Facilitate Android/Apple app uploads for JD Omni customers
- Quality Assurance: Conduct comprehensive end-to-end testing of our inhouse CRM system, evaluating each feature and functionality to identify bugs and ensure a robust platform
- This includes testing user interfaces, workflows, data integrity, and system performance under various conditions
- Propose and implement innovative tech solutions to optimize the customer experience
- Technical Collaboration and System Maintenance: Collaborate closely with the technical team to ensure the stability and optimal performance of our technology ecosystem, including monitoring and troubleshooting systems like Tech Info Dialer, Avaya, inhouse CRM, KYC modules, App Upload Module, Website Customization Module, Invoice Verification, Payment Gateway, and all third-party integrations
- Proactively identifying and resolving technical issues to minimize disruptions and maintain high availability
- This proactive approach has resulted in a 26% reduction in downtime for customer-facing functions within six months
- Passionate about leveraging technology to enhance customer journeys and drive business growth
- A Justdial initiative focused on ensuring seamless and secure customer interactions
Customer Service Team Lead
Justdial
04.2017 - 03.2019
- SLA Management: Drove significant improvements, achieving a 40% increase in SLA adherence within 1.5 years
- Escalations and Legal Complaints: Effectively managed and resolved escalated customer issues and legal complaints, ensuring customer satisfaction and minimizing company risk
- Team Productivity: Implemented strategies that boosted team productivity by 32% while optimizing team size for maximum efficiency
- MIS Reports: Generated and analyzed daily, weekly, and monthly MIS reports to monitor performance, identify trends, and drive data-informed decisions
- Weekly Audits of Agent Calls and Email Reply: Conducted regular audits to ensure service quality, identify areas for improvement, and provide constructive feedback to agents
- Nominate best employees for Rewards and Recognitions: Recognized and rewarded top-performing employees to foster a culture of excellence and motivation
- Monthly Knowledge sharing sessions: Led monthly knowledge-sharing sessions that resulted in the development of a comprehensive 233-page knowledge base, enabling faster onboarding and improved performance for new and existing employees
Customer Service Representative
Justdial
07.2014 - 03.2017
- Provide comprehensive customer support via inbound calls, addressing queries regarding Justdial listings
- Conduct outbound calls to verify listing accuracy across Justdial's website and app
- Identify and remove fraudulent or fake listings, ensuring data integrity
- Proactively report technical issues encountered during customer interactions to the technical team
- Onboard new customers, guiding them through the process of joining the Justdial platform
Education
Masters in Commerce - Business/Commerce, General
Sikkim Manipal University - Distance Education
New Delhi, India 05.2011 - 07.2013
Bachelor of Commerce - BCom (H) - Business/Commerce, General
Delhi University
New Delhi, India 04.2008 - 01.2011
12th - Business/Commerce, General
DAV Schools Network
New Delhi, India 05.2007 - 04.2008
10th - General Studies
Pratibha Vidyalayam
New Delhi, India 05.2005 - 04.2006
Skills
- Third-Party Vendor Management
- API Testing
- Quality Assurance
- Test Cases
- Scenario Testing
- Software Testing
- Software Development Life Cycle (SDLC)
- Risk Management
- Fraud Investigation
- Team Management
- KYC verifications
- Payment Gateways
Timeline
Senior Technical Manager
toothsialigners
04.2023 - Current
Technical Team Manager
toothsialigners
12.2021 - 03.2023
Deputy Manager
Jd Omni
04.2019 - 11.2021
Customer Service Team Lead
Justdial
04.2017 - 03.2019
Customer Service Representative
Justdial
07.2014 - 03.2017
Masters in Commerce - Business/Commerce, General
Sikkim Manipal University - Distance Education
05.2011 - 07.2013
Bachelor of Commerce - BCom (H) - Business/Commerce, General
Delhi University
04.2008 - 01.2011
12th - Business/Commerce, General
DAV Schools Network
05.2007 - 04.2008
10th - General Studies
Pratibha Vidyalayam
05.2005 - 04.2006