TAPAS RANJAN TRIPATHY
Hyderabad
Summary
Passionate about business operations analytics and leadership elements with an experience of around 8 Years working in the Telecom and ISP industries. Continuously delivering business excellence, system building and maintaining client experience. As a leader always ready to learn new skills and ready to take all challenges to deliver the best towards the business.
Overview
9
9
years of professional experience
3
3
years of post-secondary education
Work History
Senior Analyst
Verizon Data Services India
01.2025 - 07.2025
- Managed the entire escalation process to ensure that everything runs smoothly and follows the established guidelines.
- Promotes effective communication and teamwork among various departments involved in resolving escalations, such as support, engineering, and product teams.
- Keeps all stakeholders up to date on the status of escalations, offering regular updates to promote transparency.
- Create project and assign tasks to appropriate Teams through Jira and Asana.
- Identified opportunities to enhance the escalation process and makes necessary adjustments to boost efficiency and effectiveness.
- Created reports that analyze escalation trends, pinpointing root causes and opportunities for improvement.
- Evaluated and communicated risks linked to escalated issues, including their potential impact on customer satisfaction and overall business operations.
- Visited offshore centers and trained the frontline resources.
- Collaborated with federal body like FCC, BBB and Account General representatives to ensure appropriate escalation handling.
- Maintains comprehensive records of escalated cases, documenting the steps taken towards resolution and their outcomes for future reference and analysis.
Team Lead-Operations
Tech Mahindra
Hyderabad
09.2020 - 07.2024
- Company Overview: Verizon Wireless
- Administer and drive the day today operations and activities in business.
- Presenting WBR/MBR/QBR and Reviews to Client and Internal Stakeholders.
- Work closely with Team Leaders to manage team and individual Performance.
- Supervise and support Team members to ensure delivery is consistent with or exceeds Client's quality standards.
- Review Team Leads Performance and Trend.
- Ensure adherence to the process deliverable(SLA's).
- Develop a continuous learning process for the team.
- Being Patient while giving feedback, open to change and multitasking approach.
- Appropriate candidate resourcing, Monitor training performance and smooth operation handover of associates.
- Appropriate alignment and Nesting Operation.
- Maintaining FTR report, Detractor Analysis report, Effective Real-Time Monitoring, Daily quality tracker, Call Audits, Productivity, and Handling execute escalations.
- Providing effective coaching, maintaining overall support to the team of 15 count heads.
- Keeping track of Shrinkage, Absenteeism, Scheduled Adherence daily and Keeping managers looped.
- Handling Client Calibration calls and Business review meetings.
- Verizon Wireless
SME(Subject Matter Expert)
Tech Mahindra
Hyderabad
10.2019 - 09.2020
- Company Overview: Verizon Wireless
- Providing overall support to the team Maintaining the team scores according to business requirement.
- Creating tickets and Handling escalations as required.
- Keeping associates posted on Product/Process changes/updates, daily.
- Calling customers as per business requirements, Handling escalation issues over the phone and attending escalation calls.
- Verizon Wireless
Sr. Associate Technical Support
Tech Mahindra
Hyderabad
08.2018 - 10.2019
- Company Overview: Verizon Wireless
- Handling Billing issues, Troubleshoot Network and Finance related issues.
- Assigning different tickets to the appropriate team.
- Handling Verizon Network related queries.
- Verizon Wireless
E-Support Officer
Knoah Solutions
Hyderabad
10.2016 - 01.2018
- Company Overview: Charter/TWC/Spectrum
- Use to handle customer queries, troubleshoot the issue- Network related, Non-network related, taking the remote access of their systems etc.
- Used to create different levels of tickets and assign them to the appropriate department using SAP.
- Charter/TWC/Spectrum
Education
BCA -
IGNOU
08.2023 - 09.2026
XII -
CHSE
HSE -
Skills
- Candidate resourcing
- Capacity Planning
- Client Management
- Alignment Planning
- Operation strategies
- Risk management
- Performance: FCR, CSAT
- Productivity: AHT, Shrinkage, Leaves
- Revenue and People
- MS Office
- SQL
- Jira
- Asana
- Minitab
- Looker Studio
- Outlook/G-Suite
- Citrix Profile
- Cisco Jabar
- Avaya System
- Cisco IP Communicator
- Escalation management
- Risk evaluation
- Data analysis
- Project coordination
- Reporting proficiency
- Performance management
- Customer relationship management
- Team leadership
- Stakeholder engagement
- Effective communication
- Problem solving
- Attention to detail
- Time management
- Adaptability
- Metric tracking
- Business intelligence
- Industry analysis
- Advanced Excel
- Competitive analysis
Certification
- Six Sigma YB
Disclaimer
I do hereby declare that the information given above is true to the best of my knowledge & belief and I have all the relevant certificates for the same.
Phone
+91, 9827980010
Languages
English
Advanced
C1
Timeline
Senior Analyst
Verizon Data Services India
01.2025 - 07.2025
BCA -
IGNOU
08.2023 - 09.2026
Team Lead-Operations
Tech Mahindra
09.2020 - 07.2024
SME(Subject Matter Expert)
Tech Mahindra
10.2019 - 09.2020
Sr. Associate Technical Support
Tech Mahindra
08.2018 - 10.2019
E-Support Officer
Knoah Solutions
10.2016 - 01.2018
XII -
CHSE