Mukesh Nayagaraju
Network Service Operation Analyst.
Navi Mumbai
Summary
Proficient Operations Analyst with 10 years of insight managing complex billing deployments. Thoroughly manages customer data, expertly applying problem resolution via audits and troubleshooting. Extensively familiar with updated standards governing information management. Expertly applies knowledge to optimize quality control and data retention.
Overview
17
17
years of professional experience
3
3
Certifications
4
4
Languages
Work History
Network Service Operation Analyst - Custom Billing
Accenture Solutions Pvt Ltd
04.2020 - Current
- Currently working on a transition of the GEN AI Anomaly process (AT&T). Managing key deliverables, coordinating with cross-functional teams, and documenting new procedures.
- Completed the transition of the Revenue Assurance postpaid process (AT&T).
- Creation of BE (Business Excellence) and OM (Operational Maturity) documents for the process.
- Effectively managed SOX controls, SLAs, and KPIs.
- Reconcile, review, and validate audit output to confirm proper maintenance of discounts and SOCs on postpaid and prepaid accounts (e.g.) . Add missing discounts and SOCs and remove ineligible discounts.
- Accurately adjust over billing, under billing, and U-Enabler in Postpaid due to missing, misapplied discounts, and SOCs.
- Evaluate MRE (Market Research Engine) rule creations and monitor post-production activity.
- Investigate and respond to all discount/SOCs-related inquiries and billing disputes with relevant team(s).
- Perform audits of billing reference tables for network cell towers, domestic and international calling areas, special number dialing, and voicemail.
- Maintain voice calling area, and special dialing parameter table inquiries, and billing disputes.
- Preparing the Governance deck report and actively participating in the Consumer weekly Governance discussion with the client.
- Process training for new joiners.
- Analyzed complex billing discrepancies to ensure revenue accuracy, resulting in streamlined processes and reduced errors.
- Collaborated with cross-functional teams to enhance billing operations, improving efficiency and customer satisfaction.
Delivery Specialist (Advance)/Analyst Operations
Alight Solutions (Wipro)
10.2014 - 03.2020
- Handling teams working on the request-based functionality of reimbursement of claims.
- Auditing invoices and bills for payment submission.
- Handling the system related to duplicate payments review, with potential duplicates for stop payment.
- Checking support docs, such as tax forms and higher management letters/emails.
- Vendor management set up as per the client's request.
- Processing pay stubs and paycheck register for CVS employees.
- Part of the implementation of a new process at Cigna Health Care and Parsons (HCM).
- Personal/Job data changes.
- Process training for new joiners.
- Led operational initiatives to streamline delivery processes, resulting in improved efficiency and enhanced customer satisfaction.
- Analyzed data trends to identify delivery performance issues, implementing solutions that reduced turnaround times and increased reliability.
Senior Associate – Billing & Enquires /Tech Support
First source Solutions
12.2011 - 11.2013
- Handled Billing and enquires for Land line process for Optus Client.
- Handled Tech support for Optus Broadband.
Customer Service Executive – Operations
Trac mail AR Services Pvt ltd
05.2008 - 01.2009
- Handled the collection process for Amex cards.
- Delivered exceptional customer support by resolving inquiries swiftly, enhancing overall customer satisfaction and loyalty.
Education
Post-Graduation Diploma in Management - FINANCE
S.I.E.S College of Management Studies - All India Management Association
Navi Mumbai, India01.2018
Bachelor of Commerce - General
ICLES’ Motilal Jhunjhunwala College - University of Mumbai
Navi Mumbai, India01.2010
Higher Secondary - XII
ICLES’ Motilal Jhunjhunwala College - Maharashtra Board
Navi Mumbai, India01.2007
Secondary School - X
St. Augustine’s High School - Maharashtra Board
01.2005
Skills
- Proficiency in
- Basic SQL
- MS CIT
- MS Excel
- MS Word
- Revenue assurance
- Billing reconciliation
- Audit compliance
- Discount management
Certification
2021 (Nov) KPMG Lean Six Sigma Certification (Green Belt).
Interests
Playing cricket and watching movies
AWARDS & RECOGNITION
Power Team Award H1 FY25 - Accenture, Star of Business Award H2 FY21 - Accenture, Clients Stewardship Award 2020 - Accenture and Best Performer Q3 2019 - Wipro.
Timeline
Network Service Operation Analyst - Custom Billing
Accenture Solutions Pvt Ltd
04.2020 - Current
Delivery Specialist (Advance)/Analyst Operations
Alight Solutions (Wipro)
10.2014 - 03.2020
Senior Associate – Billing & Enquires /Tech Support
First source Solutions
12.2011 - 11.2013
Customer Service Executive – Operations
Trac mail AR Services Pvt ltd
05.2008 - 01.2009
Secondary School - X
St. Augustine’s High School - Maharashtra Board
Post-Graduation Diploma in Management - FINANCE
S.I.E.S College of Management Studies - All India Management Association
Bachelor of Commerce - General
ICLES’ Motilal Jhunjhunwala College - University of Mumbai
Higher Secondary - XII
ICLES’ Motilal Jhunjhunwala College - Maharashtra Board