Nilesh Misra

British Telecom

10.2021 - Current

Serve as the primary point of contact for managing customer escalations and jeopardy cases related to fibre service availability across the UK, ensuring timely and effective resolution
Successfully coordinate with internal operational teams to resolve escalations within agreed Service Level Agreements (SLAs), minimizing customer impact and maintaining service excellence
Oversee and track service requests from initiation to closure, ensuring high levels of accuracy, responsiveness, and customer satisfaction
Participate in root cause analysis for high-impact escalations and contribute to process improvements aimed at reducing repeat issues and enhancing service delivery
Provide regular updates to senior management and stakeholders on escalation trends, case progress, and risk mitigation strategies.
Passionate about learning and committed to continual improvement.
Used critical thinking to break down problems, evaluate solutions and make decisions.
Proved successful working within tight deadlines and a fast-paced environment.
Demonstrated strong organizational and time management skills while managing multiple Customer query or request within SLA.
Proven ability to learn quickly and adapt to new situations.

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