Sana Begum
Summary
Energetic and professional employee having more than five years of experience in international telecom Non-Voice process, chat support. Excellent in communication (written and verbal). Capable of people management. Possess good knowledge of Microsoft Word, Microsoft Excel, Microsoft Power point. Skilled in working under pressure and adapting to new situations and challenges to enhance the organizational brand. Also have critical thinking skills to thrive in data-driven environments. Tackles challenges with positivity and drive to overcome. Hardworking and reliable also with strong ability to meet deadlines. Highly organized, proactive and punctual with team-oriented mentality.
Overview
1
1
year of professional experience
1
1
Certification
Work History
Service Request Coordinator Expert
British Telecom
KOLKATA
07.2023 - Current
- Train and coach new joiners
- Knowledge management and sharing for a given team or process including cascading Procedures and changes to procedures.
- First level of escalation for customer
- First level of support for Team Members
- Support process improvements and other transformation initiatives as relevant.
- Also perform most complex functional activities in my area of expertise (inventory, billing, margin, SRM, pricing.
- Coordinated with other departments to ensure projects were completed on time and within budget.
- Assisted with the preparation of presentations for senior management meetings.
- Organized team events to promote a positive work environment.
- Maintained calendars of upcoming events, meetings and deadlines.
- Resolved customer complaints in a timely manner while upholding company standards.
- Conducted interviews with potential candidates for open positions within the organization.
- Managed day-to-day operations of the department including scheduling tasks and assigning duties.
- Enhanced performance through collaboration with diverse teams.
- Maintained records of customer needs and preferences.
Service Request Coordinator CDS
British Telecom
Kolkata
- Primary Resource for BT Wholesale SRO, managed contracts such as SQE, BT Wifi, EE Stores and Ethernet Pricing
- Secondary Resource for The Cooperative Group
- Managing provide, modify and cease requests for products such as IPCG, IP Clear Flex, ADSL, FTTP, Ethernet etc
- Attending Client Calls to discuss about the contract
- Accountable for end to end timely management of Customer Complex Service Requests and Manage pre-defined and complex service requests through the Service Request Management and Fulfilment process in line with ITIL guidelines
- Keep customer informed throughout the Service Request Management and Fulfilment process and provide standard status reports
- Perform proactive jeopardy management and escalations to ensure adherence to customer SLA
- Identify customer requirements and liaise with other departments within BT and respective contracts or customer, also 3rd parties whenever necessary
- Assign tasks to relevant fulfilling teams for design, costing, delivery, etc
- And ensure timely and quality completion of those tasks
- Apply and maintain design and pricing or commercial guidelines and standard work instruction.
Employee Options Team Advisor
- Help employees of BT with their queries via chat
- Complaint handling
- Providing discounts and benefits to the employees
- Providing resolution at first point of contact.
DC chat Advisor
- Help customers with their queries via chat
- Complaint handling
- Getting good NPS
- Providing resolution at first point of contact.
Sales Provision Advisor
BT – British Telecom
- Providing on time resolution to the high value customers
- Complaint handling and resolution
- Validation and reporting to higher management
- Maintaining TAT (Turn Around Time)
- Preparing Monthly Data report for entire process.
Education
B.Com - Accounts (Honors)
The Bhawanipur Education Society College
01-2014
Class 12 - Commerce
Saifee Hall School
01-2011
Class 10 - Science
Loreto Day School
01-2009
Skills
- Communication
- People management
- Process Improvement
- Project Coordination
- Performance Management
- MS Office
- Training & Development
- Conflict Resolution
- Stakeholder Management
- Service Delivery
- Jeopardy management
Extracurricular Activities
- Runner up in BT Chess tournament
- Active member of Corporate Social Representative in BT
- Organizer of Inclusion and Diversity activities within team
- Good Knowledge in MS Office tools, Excel and Power Point.
- Several awards and prizes in Art and Drawing.
Accomplishments
- SRM of the Month ( multiple times)
- Multiple accolades from External Stakeholders and Account Managers.
- Strong performer
- Member of Wall of Fame for continuous improvement ideas
Certification
- Pursuing ITILv4 Foundation
Timeline
Service Request Coordinator Expert
British Telecom
07.2023 - Current
Service Request Coordinator CDS
British Telecom
Employee Options Team Advisor
DC chat Advisor
Sales Provision Advisor
BT – British Telecom
B.Com - Accounts (Honors)
The Bhawanipur Education Society College
Class 12 - Commerce
Saifee Hall School
Class 10 - Science
Loreto Day School
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