Summary
Overview
Work History
Education
Skills
Accomplishments
People Management
Languages
Affiliations
Certification
Timeline
Generic

Rajashri Ingavale-Dalvi

Pune

Summary

Passionate & customer centric professional with 15 years of experience in managing Network Support, Services and Account Management, Expertise in geo-graphically dispersed organization. Possesses strong adaptive problem-solving skills to ensure optimal system performance and customer satisfaction.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Lead-Customer Solution Analyst-CSI

Tata Communications Ltd.
Pune
07.2019 - Current
  • Orchestrated monthly customer reviews to pinpoint improvement areas, ensuring KPI achievement; scrutinized account performance metrics, delivering comprehensive insights for strategic decision-making with expanding client base by 20% annually
  • Directed resolution of high-priority issues for international clients with achieving 98% client retention
  • PROJECT ACCOMPLISHED: Network Audit for Global 50 top revenue customers with improved NPS from 45 to 72
  • Risk Register Maintenance with 5 % Identified Known Error and coordinating actions to fix the error & maintaining KEDB
  • Average 1% Single point of failure rectifications per month.

Senior Problem Management Analyst

Tata Communications Ltd.
Pune
01.2014 - 06.2021
  • 8%-10% SIP initiatives for 1400 international accounts
  • Co-ordination with international suppliers /cable systems/ segments like SMW3/4, IMEWE, BBG etc
  • Improved CSAT by 3% in FY’24 and suppressed fault rate by 8% with effective escalations and Crisis Management
  • PROJECT ACCOMPLISHED: Service Now Integration for Problem Management Module
  • Pre-SIP and POST SIP analysis for top high revenue international accounts with 98% success rate.

Senior Customer Service Engineer

Tata Communications Ltd.
Pune
10.2010 - 01.2015
  • Controlled Critical Incident with resolution efficiency 95%
  • SPOC for CcaaS-INSTACC solution to support clients for application, network related issues & Changes
  • Troubleshooting & configurations related to CUCM 8.x, Cisco Voice routers & integrating them with customer end IP/ TDM PBX,dial-peers, T1/E1 PRI, SIP, H.323 ,codec & MGCP configuration on Cisco routers, Media Gateways such as AudioCodes FXS/FXO, CISCO Linksys, Vega Gateways
  • PROJECT ACCOMPLISHED: Weekly Case Quality Audits with gap identification with 5% compliance reduction.

Network Associate Engineer

Aarvi Encon PVT LTD ( 3rd party payroll)
Mumbai
10.2008 - 10.2010
  • Monitoring & First level troubleshooting on Platform backbone including Hosted Contact Center Servers, routers,switches,ILL ,GVPN ,client’s services etc

Education

Bachelors of Electronics and Telecommunication Engineering -

Shivaji University
05-2008

Skills

  • Incident Management
  • Problem Management
  • Project Management
  • Service Quality Management
  • Vendor Management
  • Service Management
  • People management
  • Networking

Accomplishments

  • BLUE RIBBON- Repeat rate reduction and implementing quality Service improvement plans.
  • EXTRA MILE & PERFORMANCE EXCELLENCE - SNOW integration - Problem Module & Effective problem management for high revenue international accounts.
  • EXTRA MILE - Internal Audit and analyzing the Gaps in ticket handling resulting improved MTTR & RE issues.

People Management

  • Directed technical projects, 24*7 staffing, and resource allocation according to Zones.,
  • Experience in managing support teams and evaluating performance metrics & KPI’s.
  • Oversaw for developing standards and promoting activities that enhance operational procedures.

Languages

Marathi
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2

Affiliations

· Volunteered in several CSR Initiatives – DRIVE.

· Lead Women’s double TABLE TENNIS Corporate tournaments from TCL.

· WON 4 GOLDs, 3 Silver medals for TABLE TENNIS Championship including national level SPORT CARNIVAL EVENT in TCL.

· Active member of KARMA volunteering team, Associated with CRY & local NGO. For social activities.

Certification

  • Certified Network Professional Collaboration (CCNP Collab-CISCO ID- CSCO11776896)
  • Prince2( Agile ) - Foundation and Practitioner 2017 ( Completed in Feb’19)
  • ITIL-Foundation V4 Certified.
  • The SIP School
  • Ccaas-COSMO Hosted Contact Center CCU 6.0 certified
  • PMP (35hrs)-Certification-Preparatory Course
  • Advanced Excel Skills for Business: Essentials Certified from Macquarie University

· Microsoft 365 certified -Teams Administrator Associate ( MS-700)

Timeline

Lead-Customer Solution Analyst-CSI

Tata Communications Ltd.
07.2019 - Current

Senior Problem Management Analyst

Tata Communications Ltd.
01.2014 - 06.2021

Senior Customer Service Engineer

Tata Communications Ltd.
10.2010 - 01.2015

Network Associate Engineer

Aarvi Encon PVT LTD ( 3rd party payroll)
10.2008 - 10.2010

Bachelors of Electronics and Telecommunication Engineering -

Shivaji University

Similar Profiles

CREATE PROFILE
Rajashri Ingavale-Dalvi