Roohi Varma

• The primary objective is to deliver very high standards of Client service by handling requests such a Payments allocation & research, Reconciliation, Account Maintenance, Credit Balance Refund, Financial Adjustments and correcting delinquent accounts
• Managing missing payments using specific tools and coordinating with Accounts Payable and receivable to ensure payments are applied on overdue accounts and check for delinquencies
• Conduct root-cause analysis of incoming correspondence and verify accuracy of work and authorize payment(s) and credits
• Responsible for defining the business requirements in conjunction with Operations and other cross functional teams
• Monitoring adherence to compliance standards & ensuring financial control are in place & followed
• Identifying training requirements and training new employees on policies
• Mentoring new joiners and examining the accuracy of work related to payment allocation & research and submitting progress reports
• Performing the same duties as the management supervised.

● To provide clear and succinct feedback of very high standard of quality easily usable by the receiving managers.

● To keep up to date with all Process & Compliance changes and to ensure that accurate feedback is being captured at all times.

● To have a good working knowledge of all systems (Oneview, MS Excel, AutoBI etc.) to enhance productivity and ensure accuracy.

● To represent the Consumer Call Observation Team on conference calls and at meetings/workshops, being able and willing to articulate their views to others both inside and outside of the team in a professional and constructive manner.

● To aid/run levelling exercise both within the team or with managers across other operational sites in order to support other less experienced users when completing quality checks, and also assist with ad hoc and bespoke pieces of data capture/analysis in support of RCA activities across the wider team.

● To look-out for other non-behavioral based opportunities or improving the service we provide or in reducing BT's costs (such as potential call eradication opportunities).

● To take ownership of own Personal Development to be able to successfully develop the capabilities, skills, knowledge and experience necessary to further enhance personal performance.

● To understand the regulatory, fair trading and competition rules relating to own work, sufficiently to be able to comply with them, relying on own knowledge and ability to deliver efficient results.

● To solely access, use or disclose customer information as and when required to effectively perform BT operational duties complying with BT security policy on the protection of sensitive customer information in accordance with SEC/POL/A008 certification.

● To actively support, at all times, company policy and best practice in the area of security, with particular emphasis on the protection of sensitive customer information.

• Resolved telecommunication fibre order journey and billing issues over phone with clients daily.
• Reduced process inconsistencies and effectively trained team members on best practices and protocols.
• Resolved associate, tool and service delivery issues revealed by statistical reports.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Cross-trained and provided backup support for organizational leadership.
• Worked closely with network administrators and server engineers to deliver quality service.