Shanu Khadse
Sarni
Summary
Dynamic Senior Coordinator at Team Lease Ltd. with expertise in technical support and cross-functional collaboration. Proven track record in managing a 60,000+ customer base while ensuring SLA adherence and resolving escalations. Skilled in root cause analysis, fostering strong vendor relationships, and driving team productivity to achieve exceptional service outcomes.
Overview
12
12
years of professional experience
Work History
Senior Coordinator
Team lease Ltd. (Bharti Airtel Ltd)
Bhopal
01.2017 - Current
- Handling 60+ team in Bhopal region.
- Knowledge of system like. Airtel Work / Hummingbird / HNV / Support Portal.
- Experience in handing customer & customer interface.
- Good interpersonal skills (UNOC, Switch NOC, OSP team, ISP team, Automation team)
- Experience in network domain (FTTH/Air fiber/ADSL/ Voice / VDSL)
- SLA adherence to ensure customer satisfaction.
- Taking care of all backend activities like coordination with team, cross functional teams, root cause analysis.
- Good knowledge of data management / presentation skills.
- Analyzing gross fault rate, repeat fault, reopen, SLA.
- Handling of escalations.
- Taking Care of customer management for 60 thousand Airtel Broadband /Voice Customer base.
- Responsible for material management, inventory, consumptions.
- Provide training to Field Engineer, wireman for FTTH technology, safety, installation process.
- Providing technical support to both customers and teams (FTTH & FTTN).
- Facilitated cross-functional collaboration between departments to maximize productivity levels.
- Organized team meetings to discuss strategies for meeting deadlines and resolving issues.
- Managed daily workflow activities while providing guidance and support when needed.
- Developed and maintained relationships with customers, vendors, and other stakeholders to ensure successful project outcomes.
Coordinator
S2 infotech
Bhopal
01.2016 - 12.2016
- Handling a team of 20 or more in the zone of Bhopal region.
- Knowledge of systems like. Airtel Work, Hummingbird, HNV, and Support Portal.
- Experience in handling customers and customer interfaces.
- Resolved customer complaints in a timely manner while upholding company standards.
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Reviewed employees' work to check adherence to quality standards and proper procedures.
- Participated in subordinates' tasks to facilitate productivity or help overcome difficulties.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
Dispatcher
World Class services
Bhopal
10.2013 - 12.2015
- Handling the customer base of Airtel broadband users within the zone area.
- Maintaining parameters like repeat, reopen, and phone in new installation and fault of Airtel broadband.
- Participated in team meetings discussing changes in procedures or processes.
- Coordinated with other dispatchers to ensure efficient delivery schedules were met.
- Provided timely updates to customers regarding their orders or requests.
- Created daily reports detailing response times, call volumes, and other pertinent information.
- Resolved customer complaints related to service issues or delays.
- Conducted regular training sessions for new hires on proper protocols for handling emergency situations.
- Utilized various software systems to facilitate movement, planning and scheduling.
Education
Bachelor of Engineering - Electronic & Communication Engineering
REC
Bhopal, M.P.01.2012
Diploma - Electronic & Telecommunication
S.V Polytechnic College
Bhopal, M.P.01.2008
Central Board of Secondary Education - 10th
KV Sarni
Sarni, M.P.01.2006
Skills
- MS Office
- Technical support
- Cross-functional collaboration
- Vendor coordination
- Team coordination
- Root cause analysis
- SLA adherence
- Escalation handling
Disclaimer
I hereby solemnly declare that the above furnished details are true to the best of my knowledge.
Languages
English, Hindi
Soft Skills
2003, 2007, C, Windows 98, 2000, XP, Vista, Windows 7
Personal Information
- Date of Birth: 06/19/88
- Gender: Female
- Nationality: Indian
- Driving License: No
- Religion: Hindu
Timeline
Senior Coordinator
Team lease Ltd. (Bharti Airtel Ltd)
01.2017 - Current
Coordinator
S2 infotech
01.2016 - 12.2016
Dispatcher
World Class services
10.2013 - 12.2015
Bachelor of Engineering - Electronic & Communication Engineering
REC
Diploma - Electronic & Telecommunication
S.V Polytechnic College
Central Board of Secondary Education - 10th
KV Sarni
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