VICKRANT BHAT
IT / TELECOM PROFESSIONAL, EXPERTISE IN SERVICE AND OPERATIONS MANAGEMENT / COMPLETED PG-CP IN PRODUCT MANGEMENT FROM IIM-INDORE
Bengaluru
Summary
Experienced Professional offering 12+ years of rich experience in domain of Customer Service Management, Operations, Incident / Change Management, Vendor /Customer management & People management to meet the business requirements and expectations of global enterprises, Telco Carriers and ISPs with focus on profitability, scalability, and enrichment of customer experience..
Overview
13
13
years of professional experience
4
4
years of post-secondary education
1
1
Certification
1
1
Language
Work History
Sr. Manager, Customer Success & Service Management
_VOIS (Vodafone Intelligent Solutions)
Bengaluru
2022.06 - Current
- Instrumental in client satisfaction journey by working with operational teams for proper resolution of service issues.
- Responsible for Metric monitoring and developing actionable insights to improve efficiency and performance for customer's business.
- Organizing monthly service review calls with customer stakeholders to showcase the month on month performance of services procured, identifying pain areas and presenting plans to ensure business efficiency and continuity.
- Creating customer support strategies to increase customer retention.
- Maintaining contractual SLAs and identifying scope for revenue generation.
- Delivering expert support and counsel to customers to drive their business and to improve service efficiency.
Manager, IT & Telecom Operations
Tata Communications Ltd.
Pune
2011.04 - 2022.06
- Major Incident handling, Escalation management, Problem management and reducing recurrent fault rate.
- Responsible for leading an operations’ team under Service Assurance vertical, to handle fault ticket reporting and manage ticket lifecycle end to end.
- Participation in service review calls with key customers to understand and mitigate the pain area.
- Participation in change validation and service impact analysis, reviewing the scope of change and most optimal schedule releases. Risk analysis associated with a change and drafting of fallback plan.
- Managing communications with internal and external stakeholders and monitoring the change implementation process. Part of governance body/CAB.
- Managing vendors and internal/external stakeholders and driving improvements via periodic review calls and Service Improvement plans.
- Handled a team of 20 members and ensuring functional KPI’s, Service levels, Team targets and individual goals are achieved.
- Managing NPS improvement drive to enhance customer/partner relationship, participated in organizational level project to reduce NPS detractors which helped in improving NPS score.
- Responsible for process refinement and optimization, automation for reduction of operational costs and efficiency improvement.
- Participation in major project delivery and service lifecycle for Key customers.
Technical Support Engineer
vCustomers Pvt. Ltd
2009.11 - 2011.03
- Cisco Home Products
- Actively dealt in trouble shooting of Cisco home-based products over phone and remote system control via WebEx
- Up-sales of newly launched products
- Expertise in developing customer relations and trust building.
Education
BE - Computer Engineering
University of Pune
Pune 2005.08 - 2009.07
Skills
SKILL SETundefined
Additional Information
- Address : , E-303, 7 Avenues, Balewadi, Pune - 411045 Passport No. : K1156853 Aadhaar Card 403879909788 Location Preference: Pune, Bangalore / Open
Accomplishments
- Earned 'Best in Class' Employee Rating consecutively for 3 years in Tata Communications Ltd.
- Multiple Accolades from customers as well as internal stakeholders.
- Retained customer business successfully and contributed in additional revenue generation / contract extension.
Certification
Post Graduate Certification in Product Management from IIM-Indore
Timeline
Post Graduate Certification in Product Management from IIM-Indore
2022-11
Sr. Manager, Customer Success & Service Management
_VOIS (Vodafone Intelligent Solutions)
2022.06 - Current
Manager, IT & Telecom Operations
Tata Communications Ltd.
2011.04 - 2022.06
Technical Support Engineer
vCustomers Pvt. Ltd
2009.11 - 2011.03
BE - Computer Engineering
University of Pune
2005.08 - 2009.07
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