Pranjali Pal
Gurugram
Summary
Results-driven Service Operations Specialist experienced in telecom service delivery, pricing analysis, and program coordination. Improved operational efficiency by 20% and enhanced customer satisfaction by 15% through process optimization and stakeholder management. Focused on leveraging expertise in pricing, analytics, and program execution to drive scalable business solutions.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Service Request Co-ordinator
BT Group
Gurugram
12.2023 - Current
- Managed end-to-end service delivery operations for MPLS SD-WAN and internet services, achieving on-time execution and strict SLA adherence.
- Led cross-functional coordination with internal teams, vendors, and stakeholders to define requirements and prioritize deliverables.
- Proactively managed risks and escalations to minimize service disruption and maintain consistent SLA performance.
- Monitored service delivery performance metrics and presented analytical reports to stakeholders, driving continuous improvement initiatives.
- Developed process improvements that enhanced operational efficiency by 20% and reduced turnaround time.
- Supported project governance by tracking deliverables and maintaining backlogs aligned with business requirements.
- Performed detailed cost analysis, building business cost models to support pricing strategies and quote generation.
- Collaborated on change management initiatives, ensuring operational readiness during system transitions.
Trainee Associate Engineer
Openreach
Gurugram
12.2022 - 12.2023
- Designed and validated optical fiber routes in coordination with field engineers and stakeholders.
- Monitored network performance, identified faults, and conducted level-1 troubleshooting for service continuity.
- Managed incident tickets and documented technical details to facilitate timely resolutions.
- Collaborated with cross-functional teams to execute projects and improve service delivery.
- Conducted operational data analysis to support performance tracking and drive improvement initiatives.
- Analyzed UK broadband and telephony requirements to support telecom service operations.
- Enhanced understanding of telecom processes through hands-on experience.
- Demonstrated analytical, communication, and problem-solving skills in fast-paced environments.
Education
Bachelor of Technology - Computer Science
Jyoti Vidyapeeth Women's University
Jaipur08-2022
Enter School - Saharanpur
Gyankalash International School
Saharanpur04-2018
Skills
- Pre-order Validation & Service Provisioning
- SLA & KPI Monitoring
- Service Delivery Management
- Business Cost Modeling (BCM)
- Customer operations
- Vendor management
- Incident & Escalation Management
- Pricing Strategy & Quote Validation
- Process improvement
- Risk management
- Cost Management
- Pricing strategy
- Network analysis
- Data Analysis & Interpretation
- Advanced Excel (Pivot Tables, VLOOKUP, Data Handling)
- MS Excel, PowerPoint, ServiceNow
- Adaptability in Fast-paced Environments
Certification
- Excel Formulas and Functions Quick Tips, LinkedIn Learning
- Learning ITIL, LinkedIn Learning
- Six Sigma Foundations, LinkedIn Learning
Accomplishments
Awarded Top Performer of the Month multiple times for consistent high performance and delivery excellence.
Websites
Languages
English
Proficient (C2)
C2
Hindi
Native
Native
Timeline
Service Request Co-ordinator
BT Group
12.2023 - Current
Trainee Associate Engineer
Openreach
12.2022 - 12.2023
Bachelor of Technology - Computer Science
Jyoti Vidyapeeth Women's University
Enter School - Saharanpur
Gyankalash International School