Summary
Overview
Work History
Education
Skills
Certification
Awards & Recognitions
Accomplishments
Work Availability
Work Preference
Quote
Software
Languages
Interests
Websites
Affiliations
Timeline
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Shubham Jain

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 Time

Location Preference

On-SiteRemoteHybrid

Important To Me

Career advancementPersonal development programsFlexible work hoursWork-life balanceWork from home optionCompany Culture

Quote

The way to get started is to quit talking and begin doing.
Walt Disney

Software

SQL

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
Shubham JainBusiness Support Executive