Rahul Sharma

· Managing Order fulfillment for new customer activation (KYC, Document Management, Customer Provisioning, Order Entry) for Enterprise and Retail customers.

· Work's with NPI and Product team on process improvement and streaming, new product rollout.

· Responsibility for CAF Processing and Audit of Corporate Account

· Handling the Order Processing of all enterprise corporate customers for Delhi/NCR Circle of especially to fastest resolution for Priority Orders & Escalated Orders with Business team support.

· Planning towards to process improvement to have ensured the best delivery and for achievement of KPI's Targets.

· Resolve the query regarding billing/provisioning/orders/documentation & order processing till end delivery.

· Handle the Internal/External escalation of pending order/Service Request/Complaints.

· Handling Centrally Number Management process for PAN India.

· Coordination with the switch and Reconciliation of data base, ensuring 60+ Disconnected del's should be free from all the levels. .

• Off Role under Prompt Personnel services Ltd
• 1515 CSO (Customer Service Operation)
• Key Responsibilities Includes –
• Taking care of different LOB's Technical Support & Dispatch Engineer Helpline process, VAS (Activation Department), Non-Tech Department and NDNC UCC management process
• Coaching, Counseling and Observing all Team Lead
• Responsible for operational KPIs
• Providing inputs for process improvement toward faster resolution provided to customer
• Ensure compliance with Company policies and procedures
• Coordinate with Managements and other support departments to ensure smooth functioning of the process.

• 1515 CSO (Customer Service Operation)
• Key Responsibilities Includes –
• As an Assistant Manager in Operation to Meet Daily KPI Targets which Designed by client
• Taking care of different LOB's Technical Support & Dispatch Engineer Helpline process, VAS (Activation Department), Non-Tech Department and NDNC UCC management process
• Coaching, Counseling and Observing all Team Lead
• Responsible for operational KPIs
• Providing inputs for process improvement toward faster resolution provided to customer
• Ensure compliance with Company policies and procedures
• Coordinate with Managements and other support departments to ensure smooth functioning of the process
• Providing inputs for the Staffing and Scheduling requirements for the process
• Generate process SLAs trend and identify the improvement area for develop strategies to improve them.

• Key Responsibilities Includes –
• Responsible for handling a team of 35 members (PAN India VAS projects)
• Co-Coordination with IT and product team to resolve all activation and deactivation's issue for Wireline and wireless product like ( Level DID, ISDN PRI, Centrex, Standard wire line , lease line and include all wireless product)
• Co-coordinating with PAN India Circle ECSD Head's for tech and VAS Complaint & Request's
• Preparing various types of reports, i.e
• Ageing report, tail SLA report, Agent Productivity report, Activation report and manual activity report for PAN India Wireline products (Centrex, PRI and Level DID PRI, Lease line DSL)
• Responsible for leave and attendance management of the associates
• Conducting team briefing with the team and covering updates, product information on a timely basis to ensure FTR
• Regular interaction with Clients for various concerns and providing suggestions for improvement in processes and functionality in use
• Dealing with different Support staff like Training, Quality etc
• And putting up the productivity aspects if required to improve the productivity
• Responsible for preparing root cause analysis of VAS Requests/complaints
• Manage all requests for fresh ESN activation and shifting related by taking strong follow up with I-Care and Circle team
• Co-coordinating with PAN India Switch's for manual activity where HYD IT gave confirmation as not possible in automation
• Co-coordinating with switch and IT for reconciliation to correct the database in billing and switch systems
• Responsible for quality of service as target is 95%
• Support and Initiative
• Reduced AHT for all dispatch and tech teams by exceeding the HLR Real Time
• Manage and give support to TTML & ADSL (Pune Process) from Noida location
• Given process training to all VAS team members before taking ownership of the process
• Reduce escalation for all Wireline EBS customers by giving faster resolution on level DID PRI Clubbing or merging activity
• Audit done for all IT issues (EBS Tech, EBS VAS) on monthly bases and give feedback to IT and Trainer's to give training for end users to reduce the issue.