Ritu Dhiman
Gurugram
Summary
A commercially astute, performance-driven, and exceptional 7 years of management and technical experience. Highly motivated and proficient in project management, strategic planning, and fostering cross-functional collaboration. I seek a challenging managerial role to leverage my skills and expertise in driving organizational success and growth.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Starling Bank
Cardiff
01.2023 - 09.2023
- Effectively balanced this part-time role with a master's degree.
- Demonstrated expertise in managing customer inquiries, and ensuring prompt resolutions
- Applied strategic acumen in promptly escalating complex issues to relevant departments for timely resolution thereby nurturing long-lasting client relationships through exemplary service delivery
- Represented a commitment to elevating customer satisfaction and loyalty through the implementation of effective management strategies
- Ability to translate strategic management into tangible business success.
Senior Technical Analyst
Ribbon Communications
Gurugram
01.2021 - 09.2022
- Managed operations and strategic planning for Ribbon Analytics product
- Led the enhancement of data refinement and KPI analysis within Ribbon Analytics by conducting retrospective root-cause analyses.
- Created detailed reports outlining current system status as well as any issues or opportunities identified during analysis.
- Leveraged historical data to discern network trends and anomalies, with a specialized focus on LTE, VoLTE, VoWiFi, and 4G technologies
- Assisted in training sessions to enhance customers' proficiency and understanding of the latest features and upgrades in analytics
- Acted as a liaison between the customer and the management, ensuring effective communication
- Conducted research and analyses to identify areas for process improvement, resulting in a 10% increase in project efficiency.
- Resolved complex technical problems by researching best practices, developing solutions, and collaborating with stakeholders.
- Utilized JIRA, Trello, SQL, and data analysis for project tracking and enhancement.
- Recognized for after-hours successful customer product upgrades, ensuring uninterrupted operations.
- Developed customized dashboards and reports, reducing downtime for customers by 20%.
Senior Engineer
Colt Technology Services
05.2016 - 01.2021
- Directed TDM and SIP projects, managing technologies such as Sonus IMS VoIP, Siemens EWSD, Nortel DMS switches, and DSL
- Maintained a relentless focus on execution excellence and customer fulfillment
- Led cross-functional teams to deliver projects within defined timelines, budgets, and quality parameters, and collaborated closely with product development teams to prioritize enhancements based on valuable customer feedback
- Engaged in a 24x7 on-call support rotation, contributing to the continuous operational support framework
- Negotiated and managed escalations to resolve issues with key partners, including BT, Telecom Italia, Orange, and Telefonica to ensure swift customer resolution through effective collaboration and strategic management of escalations
- Developed and maintained technical documentation and training materials for internal teams and clients, offering comprehensive training sessions for new team members.
- Conducted data backups and disaster recovery operations.
- Recognized and awarded for achieving high customer satisfaction through quick and effective issue resolution.
Education
Masters of Business Administration - Strategy, Leadership, Operations, Corporate Finance, Marketing, Management Consulting, International Business, Sustainability, and Entrepreneurship
Cardiff Business School
09.2023
Bachelor of Technology - Electronic and Communication Engineering
Gurgaon Institute of Technology and Management
06.2015
Skills
- Stakeholder Management in High-Pressure Environments
- Proficiency in Agile Methodologies
- Exceptional Communication and Presentation Skills
- Expertise in Project Management Tools (JIRA, Trello)
- Strong problem-solving skills
- Data Analysis using SQL
- Proficiency in Linux and MS Office Suite (Excel, Word, PowerPoint)
- Familiarity with Siebel, Salesforce, Confluence, Teams, and Zoom
Certification
- Google Project Management Professional (PMP), Coursera, 12/2023, 12/2023
- Agile Certified Practitioner (ACP), 12/2023, 12/2023
Timeline
Customer Service Manager
Starling Bank
01.2023 - 09.2023
Senior Technical Analyst
Ribbon Communications
01.2021 - 09.2022
Senior Engineer
Colt Technology Services
05.2016 - 01.2021
Masters of Business Administration - Strategy, Leadership, Operations, Corporate Finance, Marketing, Management Consulting, International Business, Sustainability, and Entrepreneurship
Cardiff Business School
Bachelor of Technology - Electronic and Communication Engineering
Gurgaon Institute of Technology and Management
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