Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Timeline
Hi, I’m

Parag Rodrigues

Customer Success & Experience Specialist
Mumbai,MH
Parag Rodrigues

Summary

A Customer Experience specialist with a passion for building effective and collaborative customer relationships. Seeking a challenging position in the Customer Service domain where team effort is crucial for success and there are ample prospects for career growth. Demonstrated success in satisfying diverse customers through creative and knowledgeable solutions. Experienced in leading teams of customer service-focused professionals to improve customer ratings, reduce complaints, and drive business growth.

Overview

20
years of professional experience
4
years of post-secondary education
5
Certifications
3
Languages

Work History

Tata Communications Ltd.

Customer Experience Manager
06.2024 - Current

Job overview

  • Spearheading churn reduction initiatives by identifying high-risk accounts, analyzing churn patterns, and driving proactive mitigation strategies in collaboration with regional leads.
  • Led monthly churn data analysis, benchmarking AOP targets vs. achievements, and delivering actionable insights.
  • Facilitated knowledge-sharing on churn management practices across regions based on learnings and service feedback.
  • Enabled data-driven interventions by categorizing churn causes and generating dashboards to support focused retention strategies.

Tata Communications Ltd.

Team Lead for Europe region in Customer Success Management
01.2018 - 05.2024

Job overview

  • Churn mitigation using cross-sell or up-sell during renewals maintaining a 'farming' mindset to CSM.
  • Drive accelerated conversion of Service Delivery funnel into realizable revenue.
  • Focus on Age-debt recovery & Service credits validation.
  • Ensures quality 360-degree life cycle management of the customer account, ensuring meeting / exceeding the NPS threshold for the region and all other contractual obligations.
  • Work in collaboration with various internal stakeholders like Product team, Engineering, Sales, Service Delivery, Customer Service, Billing & Collection teams to provide comprehensive support to all customer inquiries / queries.
  • Suggest solutions and / or alternatives to resolve customer concerns to team members.
  • Nurturing and retaining the customer, VoC analysis, reference programs and Service reviews.
  • Supervises a team of employees, provide guidance and development through coaching and formal performance reviews.
  • Measure, monitor and report on established Customer service KPI’s & thereby ensure that they are met on an on-going basis.
  • Ensuring team meets KRA objectives which are aligned to Corporate imperatives while keeping stake holder engagement both internal and external as the central success thread.
  • Running periodic reviews and effective coaching sessions for team members to ensure maximum results are brought in with smart efforts over agreed KRA parameters.
  • Creating skill development platforms with HR (L&D) for team members and ensuring team is engaged well on the social imperatives that are key to both company and TATA Group philosophy.
  • Managing the ESAT experience year-round to ensure KPI of ‘Great Place to Work’ is met and achieved through continuous engagement with team creating positive work environment for them to perform and excel.

Tata Communications Ltd.

Global Service Manager
02.2015 - 12.2017

Job overview

  • Manages Customers / Partner operational lifecycle.
  • Build relationship with Partner/ Customer to enable seamless Customer experience and resolve queries or concerns.
  • Schedule regular meetings / Service review discussion with Voice and Service Provider based accounts to identify issues or concerns.
  • Liaise with cross-functional teams to resolve customer issues in an effect and timely manner.
  • Serve internal customers in a proactive, efficient, timely and professional manner with a focus to respond quickly and accurately to customer requirements.
  • Schedule Bi-weekly / Monthly Performance review calls.
  • Maintain documentation, relevant correspondence, customer service-related documents and high-level network diagrams and information.
  • Incident Management.
  • Problem Identification & Management (RCA /Problem Records, Chronic Issues, SIP Initiatives).
  • Team specific projects management.
  • Escalation Management.
  • Change Management.

Tata Communications Transformation Services Ltd.

Operations Manager Technical Support Center Wholesale
07.2009 - 01.2015

Job overview

  • Company Overview: Worked for 3 months in Montreal (Canada) for Transition of all Customer Care and Technical Activities to Global Delivery Center (India) Working over Voice Services for Former Teleglobe (VSNL INTERNATIONAL). This is now renamed to 'TATA COMMUNICATIONS TRANSFORMATION SERVICES LTD.'
  • Complaint Management for Global Voice Services (GVS) & Global Carrier Services (GCS).
  • Customer Satisfaction.
  • SLA Adherence in terms of MTTR & MTTC for GVS.
  • Least Cost Routing of Voice Traffic for Margin Efficiency.
  • Worked with vendor (SLA, Assurance Workflow, Trouble Ticket System).
  • Proactive Customer Communication during ticket/fault life cycle.
  • Service Impact Analysis and Communication to customers during Major Outage.
  • Incident Management.
  • Problem Management.
  • Escalation Management.
  • Fault Prioritization within CRM according to business requirement.
  • Achievement of Operational Matrices.
  • Productivity Efficiency & Process Improvement.
  • People Engagement – ESAT, Attrition & Training.
  • Project Life Cycle Management.
  • Worked for 3 months in Montreal (Canada) for Transition of all Customer Care and Technical Activities to Global Delivery Center (India) Working over Voice Services for Former Teleglobe (VSNL INTERNATIONAL). This is now renamed to 'TATA COMMUNICATIONS TRANSFORMATION SERVICES LTD.'
  • Team Management: - Lead a direct team of 7 team members. Understanding Employee’s concern & address it to drive successful teamwork.
  • Quality Team Co-ordination: - Part of quality check to improvise better Customer service experience for TATA customers.
  • Service Management: - Is part of the Service review call on monthly / quarterly basis with the customers. Identify their expectations & look forward for possible process integration for few sets of TOP revenue customers.
  • CRM Automation: - Have driven multiple CRM enhancements essential for process improvement & internal team co-ordination.
  • Budget Helpdesk: - Team owned end-to-end investigation of the Budget Service level tickets. High Improvement in MTTR /MTTC & intact consistent performance.

Tata Communications Transformation Services Ltd.

Assistant Manager – Technical Support Center Wholesale
07.2007 - 06.2009

Job overview

  • Managed Operations on 24x7.
  • Complaint Management for Global Voice(GVS) & Mobility Product & Services.
  • SLA Adherence in terms of MTTR & MTTC.
  • Service Impact Analysis and Communication to customers during Major Outage.
  • Escalation Management.
  • Incident Management.
  • Problem Management.
  • Fault Prioritization within CRM according to business requirement.
  • IT Interface – For Automation and Process Efficiency.
  • Monthly Performance Review with Strategic Customers and action planning.
  • Proactive Monitoring on Transmission and Service Layers.
  • Fortnightly MIS Review covering Operations & Individual Performance.

Tata Communications Transformation Services Ltd.

Process Transition Team Member / Team leader
10.2006 - 06.2007

Job overview

  • Well versed with Process Mapping Procedures.
  • Ensuring smooth handover to Operations based on SLAs and agreed deliverables.
  • Continual Improvement for Processes.
  • Worked as an Active member in the Transition of Customer Service and Voice Troubleshooting processes from Canada to India (Pune).
  • Lead the Quality & Audit teams, Report Generation, Coordinating with Team member’s based on Audit parameters. Ensuring that they perform better thereby providing better quality work.
  • First level of investigation of the traffic for VTS, ASR, SNP, SAP and Toll Free using tools such as RTDAS , LCR , REGI ,ROUTE SERVER ,REPC.
  • Coordination with all wholesale voice & Data service provider such as AT& T, MCI, BELL CANADA, OBS,SFR,BICS,TELUS, ROGERS, SPRINT etc.
  • Responsible for handling Escalated issue and also serves as Escalation point of contact for the customers.
  • Handling Top 50 customers of TATA COMMUNICATIONS with respect to Service Assurance & Delivery, Escalation and follow-up as required.

Bharti Televentures Pvt Ltd

DSL Officer
02.2006 - 10.2006

Job overview

  • Worked on Bharti-Airtel Pilot Project (Netxpert) India’s First Customer premises technical support application.
  • Conducting test on (Installation and Technical Support on Netxpert) and working on Chat Client over Netxpert.
  • SME [Subject Matter Expert ] so as to provide support to both L1 / L2 pertaining to technical queries.
  • Provided Level 2 Support to Bharti Broadband ADSL Customers.
  • Responsible for handling the Escalated cases for Corporate Customers.

VSNL- TATA INDICOM

Technical Support Engineer
02.2005 - 12.2005

Job overview

  • Worked on improvement of VSNL CRM (VIZNET) with IT Support team.
  • Worked as a Technical Support Engineer (Email Process) thereby handling escalated mails.
  • Assisted the team mates for Email handling.
  • Interlock with cross-functional team for faster resolution of the escalated issues.
  • Handling Corporate customer queries and assist in MRTG details upon request.
  • Handling premier customer of TATA NET ,INTERNET DATA CENTER , TATA INTERNET SERVICES LIMITED AND TATA TELE SERVICES LIMITED CUSTOMERS.

Education

Atharva College of Engineering
Mumbai, India

B.E. from Computers

St. Francis D’Assisi Junior College
Mumbai

HSC

St. Francis D’Assisi Junior High School

SSC

Skills

Ability to work independently

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Certification

ITIL Foundation, 2015

Personal Information

  • Age: 43
  • Date of Birth: 5th June 1981
  • Nationality: Indian
  • Marital Status: Married

Timeline

Customer Experience Manager

Tata Communications Ltd.
06.2024 - Current

Team Lead for Europe region in Customer Success Management

Tata Communications Ltd.
01.2018 - 05.2024

Global Service Manager

Tata Communications Ltd.
02.2015 - 12.2017

Operations Manager Technical Support Center Wholesale

Tata Communications Transformation Services Ltd.
07.2009 - 01.2015

Assistant Manager – Technical Support Center Wholesale

Tata Communications Transformation Services Ltd.
07.2007 - 06.2009

Process Transition Team Member / Team leader

Tata Communications Transformation Services Ltd.
10.2006 - 06.2007

DSL Officer

Bharti Televentures Pvt Ltd
02.2006 - 10.2006

Technical Support Engineer

VSNL- TATA INDICOM
02.2005 - 12.2005

Atharva College of Engineering

B.E. from Computers
06.2004

St. Francis D’Assisi Junior College

HSC
01.1999

St. Francis D’Assisi Junior High School

SSC
01.1997

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Parag RodriguesCustomer Success & Experience Specialist