Ranadip Guha

• Enhanced client satisfaction by promptly addressing concerns and providing tailored solutions.
• Maintained detailed records of all client interactions to ensure seamless information transfer between team members and departments.
• Contributed expertise during sales presentations, helping to close deals and secure long-term client relationships.
• Mentored junior team members on best practices in client services, fostering a supportive learning environment.
• Managed a diverse portfolio of clients, ensuring individual needs were met and expectations exceeded.
• Streamlined communication processes for improved efficiency and client response times.
• Promoted open dialogue between clients and internal stakeholders by effectively facilitating meetings focused on aligning goals and expectations.
• Developed strong relationships with clients, resulting in repeat business and long-term partnerships.
• Proactively identified potential problems or challenges, developing contingency plans to minimize disruption to clients'' operations.
• Increased overall client satisfaction by consistently delivering timely and accurate updates on project statuses.
• Worked actively for Shared Client Services and currently aligned for BWP (Better Workplace) and EE (Everything Everywhere) Customers.

• Performing & Monitoring series of checks which includes inventory checks, smart checks that is required to define every product we deal like ICG, ICR, WEBVPN, AGILE CONNECT, CLOUD, OCC etc. for the network solutions being provided for the Global Contracts. • Checks and Auditing needs to be in place to resolve the issue and the validation of services must be done properly before the Handover Tasks get closed. • Monitored functioning of equipment’s to ensure system operated in conformance with specifications, Performing Operational Readiness Test at final stage of testing when all other testing activities are performed, and build is ready for live deployment. • Facilitated resourceful decision-making to tackle organizational problems. • Drove organizational improvements in customer satisfaction scores and key metrics impacting revenue and profitability. • Encouraged development of objectives, strategies and plans to fuel motivation. • Dealing with Contracts like ABB, Specsavers Optical Group Limited by working on Software as a service (SAAS) application like NGSD, ServiceNow, BMC Remedy, and Meraki Portal as well for SD-WAN Product.

• First point of contact through email from all the Communication providers, regarding copper/fiber. • Broadband, Phone lines and working in a problem/incident management environment. • Investigate the stuck orders; inform the CP's latest update of the task progression. • To check technical difficulties regarding delay in appointments, activity issues, where and why the order is stuck and progress the same, with proper solution. • To contact relevant teams and make sure the issue gets resolved. • Monitor and track the cases that were logged and do proper follow-up to users on all outstanding cases till Closure. • Helps to find the CPs about the Fault Issues. • Providing proper update to CPs about any of the stuck orders. • Provide review to ensure that all cases are resolved and within. • SLA/revised SLA. • Troubleshot problems and diagnosed system faults. • Managed complaints with calm, clear communication and problem-solving. • Explored and created new ways to resolve problems with processes, technology, or team members to improve overall efficiency. • Demonstrated outstanding product knowledge to achieve high customer satisfaction levels. • Ability to recognize, analyses, and effectively solves problems in a timely and organized manner.

Resolving billing disputes and faults for UK based customers through e-mail and Voice. • Minimizing and reducing Customer journey through offline interaction and online KCI. • Minimizing average handling time (AHT) using Customer centric approach and soft skill. • To make sure client's mentioned SLA's & KRA's are met on a regular basis. • Taking care of orphan complaints, failed orders and managing fault & repair queues. • Taking Escalation cases and Resolving customer complaints. • Working experience of CRM systems(CSS, CISCO, Open reach Portal, BT Wholesale and OneView, CDC Portal). • Identified and resolved customer needs promptly and efficiently. • Employed qualitative and quantitative methods in assessing and synthesizing complex information into simple and clear insight

• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
• Managed conflict resolution among team members, fostering a positive and collaborative work environment.
• Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.

• Collaborated with cross-functional teams to develop strategic initiatives for organizational improvement.
• Maintained strict confidentiality when handling sensitive information related to personnel matters or company financial data.
• Assisted in recruitment processes by coordinating job postings, reviewing resumes, scheduling interviews, and conducting reference checks as needed.
• Reduced operational costs with thorough vendor contract negotiations and cost analysis.