Puneet Gandhi
Business Assurance Expert
Delhi NCR
Summary
Business Assurance Expert, passionate about delivering outstanding quality and service. Offering 10+ years of experience in GBA & O2C process with history of recognition for performance. Proficient in advances leveraging tools and methodologies to mitigate revenue risks and enhance financial performance. Skilled stakeholder collaboration and creating compliance frameworks to foster operational efficiency in revenue assurance and contract management.
Overview
10
10
years of professional experience
2
2
Languages
Work History
Business Assurance Expert
British Telecom
09.2022 - Current
- Company Overview: British Telecom is one of the world's leading communications services companies, serving the needs of customers in the UK and across the world, where we provide fixed line services, broadband, mobile and TV products and services as well as networked IT services.
- KRA team Reporting activities such as Monthly Business Review, Weekly Business Review, Utilization Management, CFU engagement.
- Conduct Revenue Assurance audits to ensure precise billing and offer in-depth analysis with suggestions for revenue leakage protection.
- Perform Quality Audit for the team & share feedback with individuals.
- Enhanced data quality metrics to align with business reporting needs.
- Actively listened to team to fully understand requests and address concerns.
- Training Planning, providing coaching and feedback for the new joiners and motivating them to achieve their KPI's.
- Performing root cause analysis and driving relevant actions to resolve problems and issue on the defined control within the process by adhering to proper Governance and Compliance.
- Improving process by sharing insights on weekly basis with CFU's and by providing new ideas on CI portal.
- Coordinating the minutes of meetings and following up on the agreed actions and plans with the relevant stakeholders and the team.
- Supported the 100 million debt challenge to Bill to cash & contract team.
- Worked in different product areas. Basic knowledge of more than 10 products. Such as Line, Broadband, TV, Sports, Mobile, Global SIP.
- Take new challenges and complete adhoc activities for the team.
- Handling responsibilities in managing daily BAU Productivity Report, daily work allocation, and leave tracker & quality score for a team of 20 people.
- British Telecom is one of the world's leading communications services companies, serving the needs of customers in the UK and across the world, where we provide fixed line services, broadband, mobile and TV products and services as well as networked IT services.
Business Service Associate
British Telecom
02.2020 - 10.2022
- I moved from consumer to BT Enterprise due to process ramp down. Joined BT Wholesale in Enterprise division for a process which was about to transition from WIPRO Pune.
- Took virtual training from WIPRO on calls for the process named SIP-Trunking (SIPT), where ranges are been ported on SIPT platform along with Cease, Modify and related queries.
- Went live in the starting of Mar'20, however effective Mar 23rd we started WFH due to Pandemic situation but with the help of SME and other colleagues streamlined the new process during lockdown which was quite a challenge but also self-learning.
- Enhanced working relationships by participating in team-building activities by sharing the best practices.
- Handled customer concerns and escalated major issues to SME & Manager.
- Actively listened to customers to fully understand requests and address concerns.
Customer Service Executive
06.2015 - 01.2020
- During this journey I have been a part of 2 Campaigns.
- SALES OFFLINE: BT is one of the world's leading communications services companies, serving the needs of customers in the UK and across the world, where we provide fixed line services, broadband, mobile and TV products and services as well as networked IT services.
- Dealt with the requests raised by the sales team to issue orders to provide any service, any modification and to cease any services requested by the residential customers of BT within agreed timescales.
- CONSUMER REPAIR: My work involves fixing issues for Landline and Broadband services of BT residential customers through chat and calls. It's a process where we need to run several tests on the customer line with the tools available with us to find out the core issue.
Education
B.SC - Computers
Sikkim Manipal University
12th pass - undefined
CBSE Board
10th pass - undefined
CBSE Board
Skills
Communication Skills
Accomplishments
- Star Performer
- Just to Say Award
Interests
Long Drives
Watching Movies & Series
Playing PS5
Timeline
Business Assurance Expert
British Telecom
09.2022 - Current
Business Service Associate
British Telecom
02.2020 - 10.2022
Customer Service Executive
06.2015 - 01.2020
12th pass - undefined
CBSE Board
10th pass - undefined
CBSE Board
B.SC - Computers
Sikkim Manipal University
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