Sadath Ali

• Managing team of 8 direct reports, overseeing both international and domestic delivery. Key responsibilities include VAS provisioning, promotional activities (such as RBT, RRBT, OBD, SMS, and WAP), revenue assurance (multi-modal numbers), business intelligence analysis, and customer complaint management.
  
  Effectively manage key accounts to ensure repeat business and increased sales. Develop business strategies for promotions and create product performance trackers to analyze market requirements.
  
  Engage in commercial discussions, product customization, integration, and upselling of products. Build and strengthen client relationships with existing clients. Continuously monitor competitor strategies and market trends to adapt action plans and stay ahead of market.
• Managed complex customer issues effectively, navigating multiple internal resources to identify and implement best possible solutions
• Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions
• Resolved customer complaints while prioritizing customer satisfaction and loyalty
• Developed strong relationships with key clients, ensuring their needs were met consistently and promptly
• Took ownership of customer issues and followed problems through to resolution
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags
• Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals

• Taking care of VAS products RBT, MRadio, Voice Portal etc on Linux/Windows/CentOS platforms, installation & release configuration, Updating & enhancing the existing systems with new patches and system up-gradation activities on Database, OMP, ROBD windows patch upgrade, addition of signaling E1/links in existing platform, Participation in system, network and application diagnosis, discussions and decision making on Application call flows, Architecture finalization and Delivery of products
• Analyzed financial data to identify areas for improvement, implementing targeted strategies to enhance profitability
• Evaluated competitive landscape regularly to inform strategic planning decisions, leading to sustained business growth in dynamic markets
• Managed a diverse portfolio of clients, ensuring timely delivery of high-quality services
• Conducted comprehensive market research and analysis for informed decision-making within the organization
• Devised and implemented processes and procedures to streamline operations
• Engaged with customers to build business relationships
• Provided exceptional customer service, leading to high levels of satisfaction and repeat business opportunities

• Responsible for giving Daily, weekly and monthly reports on products, It helps across Management Teams to check growth on products and take call on Sales and Targets
• Execution of scripts to pull of reports from database ,usage of macro, vlookup, concatenate , MS-access and various MS-excel functions to create report and Dashboard reports to management
• Usage of Perl files to extract system logs data
• Execution of promotional planners using AST tools by passing the respective parameters and scheduling, monitoring of live processes and releasing & Testing of applications
• Escalating server issues to Operations Team
• Directed and supervised team of 12 engaged in OBD and SMS Promotions.
• Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives
• Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities
• Established clear performance metrics for the team which helped in tracking progress towards set targets effectively
• Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills

• Scheduling: Utilize Campaign Manager GUI and Ozone to push calls (designed using Java).
• Monitoring: Ensure all calls are functioning correctly.
• Reporting: Use Nova for reporting, occasionally employing Pearl script to check call status. Produce team reports daily, weekly, monthly, quarterly, and annually in both Excel and graphical formats.
• Team Management: Prepare team rosters to support weekend operations.
• Operators Handled: Domestic operators such as Aircel, Airtel, Tata Docomo, TTML, and Virgin Mobile; international operators including Airtel, Banglalink, Citycell, Dialog, DU, Grameen, Vodafone, Vodacom, Telenor, Teletalk, and Telefonica. Serve as a single bridge globally for provisional activities.
• Content Management: Refresh content for Value Added Services (VAS) weekly using applications developed by the team. VAS includes:
• RT (Ring Tone): Allows subscribers to download or gift a ring tone, which can be set as the ring tone for incoming calls.
• RBT (Ring Back Tone): Lets subscribers play a song or tune instead of the standard ringing sound when calling.
• DAS (Dial A Song): Enables users to dedicate a song to someone.
• Prayers: Provides users with a wake-up call featuring devotional content of their choice.
• Jokes: Delivers new jokes via SMS or through a dedicated multi-modal number.

All VAS content is published and refreshed using Nemo, with Nemo Content Downloader Daemon/Content Sharer for mobile phone downloads (except for RBT). RBT utilizes the RBT Content Management System and Subscription Manager for provisioning and integration with operator charging systems.

• Established strong working relationships with clients through exceptional communication skills, fostering trust and collaboration
• Achieved successful project outcomes by maintaining accurate documentation and meeting strict deadlines
• Prepared action plans for problematic processes and assets
• Enhanced product performance by conducting thorough failure analysis and recommending improvements
• Participated in formal internal design reviews of proposed products and components

• Coordinated scripting and recording of prompts in various languages.
• Developed OBD applications and created contests.
• Handled provisioning, charging, subscription, delivery, or product quality complaints within defined SLA.

• Streamlined support processes for increased efficiency and reduced response times.
• Delivered exceptional client service by offering personalized solutions to meet their specific needs.
• Contributed to team success by sharing knowledge and best practices with fellow support engineers.
• Monitored system performance metrics to proactively identify potential issues before they impacted customers'' experiences.
• Answered incoming support inquiries via chat, phone and email.