Sarup Hizli

🚀 Quality & Process Excellence Specialist Driving operational excellence through strategic audits, insightful analytics, and continuous improvement initiatives. Spearheaded quality checks across sub-queues and technologies, turning raw performance data into actionable intelligence. Delivered compelling dashboards and scorecards that shaped client conversations and governance. Led targeted coaching, calibrations, and defect analysis to elevate service delivery and reduce customer friction.

A trusted partner to stakeholders, bringing clarity to complex data, and transforming challenges into opportunities for innovation.

• Daily updating of iQMS documents, such as control charts, defect logs, Pareto charts, and bar graphs, should be based on external and internal QC data points.
• Hands-on experience with the daily use of ServiceNow and BMC Remedy for Service Management, including incident resolution, change implementation, service requests, and ticket lifecycle management.

• Monthly analysis of the defect log, accuracy score, and root cause analysis.
• Corrective and Preventive Action plans on high hitters (BQ Management).

• Good knowledge of telecommunication infrastructure like Cabling, MDF & Lead-in.
• Inbound & outbound calls handled customers in Australia confirming Lead-in (checking underground cable) is available in the premises for PSTN, ADSL, HFC, ISDN Technology.
• Out bound calls made to the customer to confirm the address, contact details, appointments, site access and whether premises is safe for the connection.
• Coordinating with the technician to find the root cause of the problem and forwarding to relevant team.
• Inbound calls handled for LHT queue (Lead-in Handover Team) wherein Telstra technician calls from the field and provides detail information on missing infrastructure so that network team fix the network shortfall.
• Process improvement: Detail work document created when technician was reporting fault.
• Calls made to large business customers to check the appointment, access, site induction, access to MDF etc. will be available to the property.
• Productivity report shared with team on daily, weekly & monthly basis.
• Generated CSAT report for team on daily, weekly & monthly basis & Updating C Metrix on regular basis.
• Supervised the team for week in absence of Team Leader & Certified by client as a backup auditor.
• Training conducted for entire team on new tool Siebel how to reschedule appointments.

• Handling both laptop and desktop queue.
• Attaining daily, weekly and monthly targets specified by the process.
• Adhering to the schedule as prescribed by the TL.
• Conveying the client requirements to the team with regards to the process.
• Maintaining AHT, MPC (Margin Per Call) and Quality scores.
• Resolving customers query by taking remote session and if any issue with the hardware ticket locked for technician visit.

• Handling inbound calls & up selling.
• Also handled premium queue i.e., Touch Smart Queue.
• Attaining daily, weekly and monthly targets specified by the process.
• Adhering to the schedule as prescribed by the TL.
• Conveying the client requirements to the team with regards to the process.

• 12 months handled Large Company Connections for multiple location in India. Mumbai, Maharashtra, Gujarat, Chennai, Kolkata, West Bengal, Delhi & Bangalore.
• 12 months handled Platinum and Gold customers.
• 3 months handled post-paid customers.
• Resolving billing queries, Value added services & network issues.
• Taken escalation call and resolving customers queries.