Shaheen Rafique Bagban
Solapur
Summary
Results-driven telecommunications leader with over 8+ years of experience managing and optimizing Google Fi operations. Skilled in cross-functional team leadership, project management, and strategic planning to enhance customer satisfaction and service delivery. Proven track record in driving product innovation and growth, aligning team efforts with company goals, and fostering strong partnerships within the tech ecosystem.
Overview
9
9
years of professional experience
Work History
Procurement Practice Analyst
Accenture India Pvt Ltd
Hyderabad
01.2018 - Current
- Worked at the client site and supporting Google's first ever mobile carrier called Fi
- Google Fi, formerly Project Fi, is an MVNO telecommunications service by Google that provides telephone calls, SMS, and mobile broadband using cellular networks and Wi-Fi
- Google Fi uses networks operated by Sprint, T-Mobile, and USCC
- As a front-line support service was responsible to offer 24/7 phone/chat/Email assistance
- Promoted as Tier-3 Google FI (PTL)
- Responsible to assist chronic customer with zero client escalations & maintain CSAT of >91%
- Conduct weekly sessions to fill in the process gaps and make ops aware of new updates
- Conducting PKT on recent updates to disseminate knowledge
- Performing RCA on Agent driven Dsat to determine if the customer is not satisfied with the product or with the agent’s experience
- Attending calibration calls with on-site vendors to ensure the SOP is adhered all across
- As a part of operations team, we constantly inspect and adapt the new ideas which helps the business to stay ahead amongst the competitor
- Implemented numerous business development projects and proposed it to the client which were approved and executed.
Process Developer
Genpact
Hyderabad
09.2015 - 01.2018
- Google my business, Account recovery
- Worked at the client site and supporting Google's first ever internet-based service for business owners
- Initially joined as a process associate and worked for Google My Business Process
- Optimization plans that improved efficiency, reduced expenses, labor costs and maximized profits by automating outdated manual processes
- Later moved as Process Developer for Google Account recovery
- It revolves around helping the residential/business customers to recover their accounts that were blocked/compromised or locked
Education
Bachelor of Computer science engineering (B.E - CSE) -
Solapur University
Intermediate (H.S.C) -
Board of Intermediate Education
Secondary School Certificate -
BQK High School
Skills
- Root Cause Analysis
- Documentation And Reporting
- Business Operations Analysis
- Business Intelligence
- Strategic Planning
- Team Collaboration and Leadership
- Compliance Analysis
- Project Management
- Analytical Thinking
- Project Planning
- Data Analysis
- Risk Management
- Work flow planning
- Stakeholder Management
Accomplishments
- Star of the Business award for Q2 FY24
- Received multiple Silver and Bronze awards from Genpact
- Proposed and executed several business development initiatives that were approved by the client, contributing to the growth and competitive positioning of Google Fi in the telecommunications market.
Timeline
Procurement Practice Analyst
Accenture India Pvt Ltd
01.2018 - Current
Process Developer
Genpact
09.2015 - 01.2018
Bachelor of Computer science engineering (B.E - CSE) -
Solapur University
Intermediate (H.S.C) -
Board of Intermediate Education
Secondary School Certificate -
BQK High School
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