RUBIN FRANCIS
Bangalore
Summary
Over 6 years of experience in BPO and US-based Telecom sectors, specializing in order management, provisioning, and technical support. Demonstrated expertise in utilizing Salesforce, ASR systems, and various telecom management tools to efficiently handle orders and ensure compliance with service level agreements. Proven ability to collaborate effectively with carriers, internal teams, and clients, driving service delivery and enhancing customer satisfaction. Recognized for strong analytical skills, problem-solving capabilities, and a commitment to optimizing workflows and improving service quality.
Overview
7
7
years of professional experience
Work History
Service Delivery Specialist
Turning Point Software Solutions
Bangalore
06.2023 - Current
- Lead the end-to-end service delivery for RingSquared, a U.S.-based telecom provider.
- Process and manage telecom orders, including new installs, migrations, and disconnects, using Salesforce (SFDC).
- Interface with systems like Verizon GUI, Lumen Control Center, Comcast VFO, Tranzact (Zayo), and Neustar UOC.
- Coordinate with carriers and clients through Microsoft Teams and email for status updates and issue resolution.
- Document all activity and status updates in internal systems and SharePoint.
Order Management Analyst
Turning Point Software Solutions
Bangalore
11.2021 - 05.2023
- Managed Access Service Requests (ASRs) for circuit provisioning, migrations, and disconnects for Charter Communications.
- Maintained accurate provisioning through tools like Neustar UOC, CRM tools, etc. Liaised with U.S.-based carriers to ensure timely circuit installations and changes.
- Documented and updated the Salesforce CRM with detailed status and resolution notes.
- Collaborated via Microsoft Teams, and conducted tracking through Excel and SharePoint reports.
Data Analyst I
Turning Point Software Solutions
Bangalore
08.2020 - 09.2021
- Reviewed and extracted data from telecom contracts to support billing and service validation.
- Maintained contract and service data integrity using Excel and custom contract management tools.
- Supported finance and provisioning teams with data-driven insights and compliance reports.
Provisioning Analyst
Turning Point Software Solutions
Bangalore
12.2018 - 07.2020
- Delivered technical support and provisioning services for Spectrum, enhancing operational efficiency.
- Troubleshot voice, data, and video service issues, coordinating resolutions across internal systems.
- Utilized Salesforce, Verizon GUI, and Neustar UOC for effective issue escalation and provisioning support.
- Maintained accurate documentation of resolutions while managing service level agreements (SLAs) effectively.
Customer Service Associate
Firstsource Solutions Limited
Bangalore
01.2018 - 11.2018
- Provided L1/L2 technical support for B2B customers of Ribbon Communications.
- Resolved issues via email, chat, and voice channels, using internal diagnostic tools and CRM platforms.
- Ensured prompt case resolution and accurate documentation in CRM systems.
Education
Bachelor of Engineering - Electronics And Communication
Anna University
Chennai12-2019
Skills
- Telecom order management
- Productivity and collaboration tools
- Microsoft Office and 365
- SharePoint expertise
- Ticketing and CRM systems
- Internal telecom OSS/BSS platforms
- Order tracking dashboards
- Network provisioning
- Service delivery management
- Salesforce CRM proficiency
- Issue resolution strategies
- Carrier coordination skills
- Technical support expertise
- Data analysis techniques
- Customer service excellence
- Project management capabilities
- Documentation management skills
- Effective communication skills
- Team collaboration strategies
- Customer satisfaction focus
- Teamwork and cooperation
- Time management proficiency
- Problem-solving skills
- Team leadership abilities
- Organizational skills mastery
- Communication effectiveness
- Decision-making capabilities
- Reliability and professionalism
- Relationship building techniques
- Team building initiatives
- Task prioritization skills
- Customer relationship management strategies
- Vendor management expertise
References
References available upon request.
Timeline
Service Delivery Specialist
Turning Point Software Solutions
06.2023 - Current
Order Management Analyst
Turning Point Software Solutions
11.2021 - 05.2023
Data Analyst I
Turning Point Software Solutions
08.2020 - 09.2021
Provisioning Analyst
Turning Point Software Solutions
12.2018 - 07.2020
Customer Service Associate
Firstsource Solutions Limited
01.2018 - 11.2018
Bachelor of Engineering - Electronics And Communication
Anna University