SIJO K J
Kalathilparambil House, Kumily
Summary
With 11+ years of experience in Telecom and IT field. I have a diverse skill set that includes Customer Service & Assurance, Customer Relationship Management, Customer Service Management Support, Sales Support, and Network/System engineer. My expertise in these areas has enabled me to build a successful career in the industry, and I am eager to leverage my skills to make meaningful contributions to your organization
Overview
12
12
years of professional experience
Work History
Assistant Manager - Customer Service & Assurance
Reliance Communications Limited
Cochi
05.2023 - Current
- Revenue protection & service retention by providing end to end support to the customer issues
- Handling customer complaints or any major incidents, workout SLA waiver against the service outages which support revue assurance
- Support Revenue Assurance Team to ensure on time payment collection for uninterrupted service to customer
- Support RA team to workout SLA waiver & coordinate with billing team for Credit notes
- Providing help and advice to customers using our organization' products/services
- Regular communication with customers by Direct visit, Telephone & email
- Provide training to supporting staff to deliver a high standard of customer service
- Leading and supervising a team of customer service staff and mentoring them
- Proven track record of promptly responding to inquiries and follow-ups, ensuring timely resolution of issues with corrective actions, while adhering to strict time constraints
- Demonstrated ability to foster positive vendor relationships by effectively managing work orders and billing requirements, resulting in successful engagements and timely project delivery
- Demonstrated ability to provide hands-on support to customers during critical major incidents and collaborate closely with revenue assurance team to promptly resolve service outages and secure SLA waivers, if necessary
- Proven ability to coordinate and communicate effectively with vendors and suppliers, ensuring a seamless project delivery, smooth implementation, and successful testing
- Supporting credit and collection team for timely payment from customer and ensuring billing team correctly submitting invoices to customer on time.
Senior Service Assurance & Relationship Executive
Reliance Communications Limited
Cochi
09.2014 - 05.2023
- Experienced in overall FT management and coordination with field operations, with a proven ability to attend to escalation calls and emails from customer NOCs regarding FTs across PAN India. Successfully validated RFOs and shared them with customers to instill confidence and build strong relationships.
- Proven ability to ensure revenue retention by providing timely response and support to clients, resulting in early revenue realization and optimized cash flow for the company
SPOC for a Major Bank NDR Project
Reliance Communications Limited
Cochi
06.2018 - 12.2023
- Assumed additional responsibilities for NDR utility operations and monitoring, including vendor coordination for periodic preventive maintenance, diagnosing and correcting product malfunctions and failures, and replacing parts to ensure optimal performance. Successfully completed periodic preventive maintenance to minimize downtime and ensure optimal functionality.
O&M, CNOC & FA Engineer (Additional Responsibility)
Reliance Communications Limited
Cochi
11.2021 - 05.2023
- Proficient in configuration, software, and patch updates for MEN and Transport Nodes, with extensive experience in FT management, fault identification, root cause analysis, and corrective action. Successfully conducted customer fault checking and troubleshooting using Clarity/Putty and collaborated with Enterprise NOC/Field to address and resolve Enterprise Customer fault tickets.
- Successfully conducted field visits as part of fault resolution for enterprise fault tickets, with a proven ability to coordinate effectively with NOCs and respective circle teams over email and phone. Demonstrated strong follow-up skills with vendors to ensure timely resolution of issues and exceptional customer satisfaction
System Administrator and Network Engineer
Nortech Infonet Pvt. Ltd
Cochi
03.2012 - 08.2014
- Expertise in system hardware assembly and software installation, with a demonstrated ability to conduct regular hardware and software diagnosis and replace defective components to ensure optimal system performance
- Proficient in performing scheduled data backups and conducting disaster recovery operations to minimize data loss and ensure business continuity
- Demonstrated expertise in maintaining and administering LAN network-related computing environments, including computer hardware, systems software, and application software/configurations, to ensure optimal performance and seamless operations
- Proven ability to analyze equipment performance records to determine the need for repair or replacement, and to maintain an inventory of parts for emergency repairs to minimize downtime and ensure seamless operations
- Experienced in configuring and troubleshooting Firewalls and Security systems to ensure optimal network protection and prevent cyber threats, with hands-on experience in implementing advanced security protocols and procedures.
Residential Network/System Engineer
Nortech Infonet Pvt. Ltd
Cochi
12.2012 - 08.2014
- Expertise in system hardware assembly and software installation, with a demonstrated ability to conduct regular hardware and software diagnosis and replace defective components to ensure optimal system performance.
- Proficient in performing scheduled data backups and conducting disaster recovery operations to minimize data loss and ensure business continuity.
- Demonstrated expertise in maintaining and administering LAN network-related computing environments, including computer hardware, systems software, and application software/configurations, to ensure optimal performance and seamless operations.
- Proven ability to analyze equipment performance records to determine the need for repair or replacement, and to maintain an inventory of parts for emergency repairs to minimize downtime and ensure seamless operations.
- Experienced in configuring and troubleshooting Firewalls and Security systems to ensure optimal network protection and prevent cyber threats, with hands-on experience in implementing advanced security protocols and procedures.
Education
Diploma in Computer Engineering -
St. Michael Poly Technic College
Skills
- Proactively ensured high levels of customer satisfaction by closely coordinating with cross-functional teams, including post-sales technical support, customer support, revenue assurance, and other departments, to address and resolve customer concerns and inquiries
- Proficient in utilizing Microsoft Office and Windows operating systems, with a strong familiarity of internet and email usage
- Demonstrated ability to prioritize workload and effectively communicate with internal and external clients and vendors, both verbally and in writing, to identify and focus on areas of significant importance
- Strong communication skills (verbal and written)
- Attention to detail and ability to work meticulously
- Ability to work under pressure and meet deadlines
- Strong analytical and problem-solving skills
- Adaptability and flexibility to work in different situations
- Positive attitude and enthusiasm towards work
- Strong team player and ability to work collaboratively
- Leadership skills and ability to take initiative
- Ability to learn quickly and adapt to new technologies
- Strong organizational and time-management skills
Major Accounts
BFSI / AUTO Mobile / Print &TV Media / Manufacturing / IT & ITES / ISP
Knowledge Resourceful
Knowledgeable & Resourceful - Extensive experience in voice, data, data center, managed services, and facility management services, with a proven track record of serving as a single point of contact (SPOC) for managed collocation services for a major private sector bank's NDR located in Kerala, which was collocated at RCOM premises
Hobbies and Interests
- Driving
- Traveling
- Music
- Swimming
- Internet
Languages
- English
- Malayalam
- Tamil
Timeline
Assistant Manager - Customer Service & Assurance
Reliance Communications Limited
05.2023 - Current
O&M, CNOC & FA Engineer (Additional Responsibility)
Reliance Communications Limited
11.2021 - 05.2023
SPOC for a Major Bank NDR Project
Reliance Communications Limited
06.2018 - 12.2023
Senior Service Assurance & Relationship Executive
Reliance Communications Limited
09.2014 - 05.2023
Residential Network/System Engineer
Nortech Infonet Pvt. Ltd
12.2012 - 08.2014
System Administrator and Network Engineer
Nortech Infonet Pvt. Ltd
03.2012 - 08.2014
Diploma in Computer Engineering -
St. Michael Poly Technic College
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