SQL
Shubham Jain
Business Support Executive
Summary
An Innovative and results-driven leader with over 6 years of experience in the UK based Telecom industry, specializing in conflict resolution, communication, and operational excellence. Adept at running efficient, noise-free process operations and skilled in leveraging modern technologies to drive improvements.
Proficient in customer relationship management, fostering long-term client loyalty and satisfaction. Highly skilled in utilizing advanced tools such as MS Excel, SQL, and MS PowerPoint for comprehensive data analysis, reporting, and strategic planning.
A proactive and visionary leader, committed to delivering excellence in all facets of business support and operations. Dedicated to executing initiatives that elevate organizational performance, enhance operational processes, and contribute to overall business success. Detail-oriented with a track record of handling multiple projects with precision and accuracy, I am committed to enhancing operational efficiency and achieving organizational goals through strategic thinking and data-driven insights.
Overview
7
7
years of professional experience
3
3
Certifications
Work History
Business Support Executive
British Telecom
1 2019 - Current
- Currently working as a Business Support Executive with British Telecom Group Business Services (BT-GBS), a UK based Telecom Industry.
- Helping a team of 8 Business Support Executive and Team manager for maintaining daily work reports and leave planner.
- Managing the complete inward volume flow on daily basis i.e., maximum utilization of resources to incoming volume.
- Have extensive experience in analyzing cost impacts in line with Service Level Guarantee (SLG) and Service Level Agreement (SLA).
- Have been working closely with my manager and to explore options to improve customer experience under BT's Continuous Improvement Program (Automated manual task for Routing solutions to progress open exception).
- Generating reports and representing the data in a Dashboard format to all the Stakeholders.
- Responsible for complete data reporting to ensure team's productivity and efficiency.
- Evaluated employee performance regularly leading to targeted professional development plans aimed at enhancing individual skill sets within the team.
- Responsible for timely management of Customer Complex Service Requests.
- Managed complex projects, coordinating cross-functional teams to meet deadlines and deliver results.
- Awarded as the top performer for the month of January 2023 and Certificate of excellence for the month of December 2022 and February 2023.
Senior Support Executive
Tech Mahindra
08.2017 - 07.2018
- Supported both Chat, Voice and Data based projects for Goods and Service Tax Network.
- Supported to deliver services to the Customer on time.
- Responsible for Timely management of Customer Complex Service Requests.
- Mentored junior support executives, fostering professional growth and improved performance within the team.
- Established strong relationships with clients through consistent communication, timely updates, and expert guidance on product usage.
- Served as a subject matter expert addressing prospective client questions effectively.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
Education
Bachelors in commerce - Commerce
CSJM University
Kanpur, India 01.2012 - 2015.04
Commerce
United Public School
Kanpur, India 01.2011 - 2012.04
Skills
Leadership skills
Certification
Microsoft SQL Server 2019
Awards & Recognitions
- Awarded as the top performer for the month of January 2023.
- Certificate of excellence for the month of December 2022 and February 2023.
- Certificate of Brilliance for the month of December 2023.
Accomplishments
- Supervised team of 20 staff members.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteHybridImportant To Me
Career advancementPersonal development programsFlexible work hoursWork-life balanceWork from home optionCompany CultureQuote
The way to get started is to quit talking and begin doing.
Walt Disney
Software
MS Excel
Languages
English
Advanced (C1)
Hindi
Bilingual or Proficient (C2)
Interests
Power BI
Python
Affiliations
- SQL
- Power Bi
- Tableau
- Python
Timeline
Microsoft Power Bi Essential Training
06-2024
Microsoft SQL Server 2019
12-2022
Advance Excel Formulas and Functions
01-2019
Senior Support Executive
Tech Mahindra
08.2017 - 07.2018
Bachelors in commerce - Commerce
CSJM University
01.2012 - 2015.04
Commerce
United Public School
01.2011 - 2012.04
Business Support Executive
British Telecom
1 2019 - Current
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