Parash Sharma

Role: TEAM LEAD (CONSUMER SERVICES-POSTPAID)

Client: Verizon Consumer Group

Responsibilities:

• Collaborate closely with the recruitment team to conduct skill interviews or operations rounds for new hires.
• Work with the mobilization team to ensure all resources are in place and that project timelines are met.
• Cross-train new hires on multiple telecom products.
• Set goals for agents and assist the team in driving performance metrics.
• Conduct audits and coach the team to fill in knowledge and skill gaps.

Role: Team Lead – Managed Services Implementation Manager (MSIM)

Client: Verizon Business Group

Responsibilities:

• Leading and managing the Team with 25 FTEs
• Point of Contact for Clients for Customer Escalations & Performance Management
• Managing day to day performance for the team
• Timely delivery of services and driving CSAT
• Driving client KPI / CPI
• Forecasting & managing metrics to meet target.
• Goal Setting for the team.
• Responsible for conducting WBRs and MBRs with clients.

Role: SME / EXECUTIVE ESCALATIONS POC (ORDER MANAGEMENT)

Client: Verizon Business Group

Responsibilities:

• Engage in director level escalations and work towards resolution
• Ensuring stakeholders are engaged and stakeholders are communicated of the progress
• Committed to ensure high professionalism and client satisfaction for implementation of Large Network Projects with 100+ sites
• Preparing Root Cause Analysis (RCA) and Coaching Team members whenever required
• Conduct learning sessions for the team members
• Provide support to the team whenever required
• Engage L&D team for process improvement and improvisation of knowledgebase articles

Role: Network Order Manger

Client: Verizon Business Group

Responsibilities:

• Network order validation /verification Order Entry
  Client engagement
  Client Communications
  Network Order / Network circuit implementation.
• Circuit Activation
• Change Management

Role: Technical support Engineer

Client: Mondelez International

Responsibilities:

• Deployed in HPE & DXC Technology as Technical support Engineer
• Providing technical support to the employees of Mondelez International
• Installation of software's and troubleshoot laptops, tablets & printers
• Handled highest number of calls with lowest AHT
• Specialized in P1 and P2 tickets