Vilika Yeputhomi

• Key role is to facilitate a Team using BT E2E system/product knowledge to drive operational excellence in Assurance Operations and CFU processes.

• Engage with Stakeholders to structure and prioritize business problems.

• Perform root cause analysis on operations issues and agreeing ownership for prevention activities.

• Ensures tasks are operated on time and are right first time inline with schedule/KPIs.

• Carry out live testing of changes delivered to identify any issues which could impact our customers & business.

• Providing data reports for incident management & operations to enable quick response & management of issues impacting our customers or our ability to bill our customers & suppliers accurately.

• Responsible to drive improvements in the process, looking at automation to increase efficiency of time and cost.

• Responsible for conducting weekly quality audits of the Team in order to run a complaint operations.

• Responsible for conducting in class process training for new team joiners, coaching and feedback sessions to ensure quality performance of team members.

PROJECT

• Current Project - Automation via BOT

- Utilizing used cases in bulk termination of broadband circuits via BOT replacing manual 1-1 termination.

• Key role was to assure the completeness and accuracy of charges/billing to our customers and associated costs to BT to cover the revenue leakages.

• Collaborate with CFU's in handling billing incidents impacting both customers & business.

• Operates control monitoring and recovery inline with schedule/KPI's.

• Creating E2E process documents for the Operations Team as per new contract guidelines and policies.

• Responsible for maintaining KPI report, Productivity report, Work allocation to team members and handling the team as an backup SME.

• Responsible for mentoring and training new entrants while on OJT.

• Responsible for handling customer queries related to broadband,Telephone line and BT TV faults and basic billing queries.

• Providing resolutions towards customer complaints related to above reported issues.

• Worked on assigned tickets within given time frame, thereby meeting targets and SLA's.

• Worked closely with BT Suppliers - Openreach and BT wholesale for updates and queries.

Project Name: Go Green Project

• It was an A3 project, I worked on reducing the manual efforts by eradicating unnecessary toggling tasks between the applications.

• By standardizing the process, an end to end process map with the process document was created and rolled out to the entire team.

• While making the process map, I observed that in the AS-IS stage, we used to perform 18 process steps , an agent used to take 15 minutes of AHT, now after having a brain storming session with entire team, we reduced the process steps from 18 to 11, and with an AHT of 7 minutes.

• Goal Statement - Reduced the manual steps hence reducing the AHT to achieve the process target.

Rewards & Recognition From BT

• R&R from BT Director.

• R&R from Operations Managers.

• Worked as an inbound caller for EE mobile pay monthly customers, assisting end to end customer issues over the phone
• Providing resolution related to billing and other service queries.

• Worked as an inbound caller for US clients, assisting in booking hotel reservations
• Providing resolution related to issues regarding refunds and cancellations of hotel bookings.