Vinay BG

• Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
• Focus on Talent Development and Diversity & Inclusion, Attract the best talent, Manage, Develop and Retain engaged teams.
• Continue to embed a one LSEG approval for colleague performance, Reward and reconginition.
• Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
• Managed conflict resolution among team members, fostering a positive and collaborative work environment.
• Established clear communication channels that ensured the timely exchange of information between team members and stakeholders.
• Improve customers experience with improved services and experience pulse scores. streamline knowledge articles and product flow charts. Zero error/discrepancies on billing.
• Identify the product training requirement and conduct trainings accordingly.
• Performance differentiations needs to be done each quarter and able to meet the performance distribution by each team at the end of the year.
• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Stakeholder/partner Management : Open to feedback, Having partner calls, calls the stakeholders to get information, Rapport.
• Collaborate with OMKS/OMC to drive process changes, updates, actively participate in product migration and process change and seamlessly.
• Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
• Point of contact for OMS for any issue, helping them to resolve techinical issues by collaborating with support functions.
• Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
• Facilitated effective decision-making processes within the group through open dialogue, active listening, and consensus-building techniques.
• Mature Risk and controls for customer operations for critical processes.
• Conducted risk assessments for each project phase, proactively identifying potential obstacles before they became significant challenges.
• Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
• Build Deep knowledge on he accounts markets, products and end to end business process knowledge. Drive team to display end to end ownership for resolving escalations.
• Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
• Supervised team members to confirm compliance with set procedures and quality requirements.
• Built strong relationships with customers through positive attitude and attentive response.
• Maintain Zero Service cut - offs, Internal audit / permission errors / Client issues - 98%
• Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
• Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
• Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
• Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
• Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.

Monitoring the team

Implementation of the strategies in the process and continuously monitoring results through effective reporting systems like work plan, queue management, client handling, training new exe, maintaining the track records.

The customer requests a quote for service that Level 3 provides by sending an email to a group mailbox called Level3quoteboX@level3.com.

• In the request is the information needed to create the quote. Typically, this includes the A location, the Z location, the term and the bandwidth/speed.
• The quotes can be requested for Private Line, Ethernet Private Line and Wavelengths.
• All quotes are created using Siebel. Proposals are generated from Siebel and send to the customer and copy to the salesperson.
• All responses use the soft skills documentation.
• The customer sends the quote, which they receive from the HVQ desk to the account manager indicating that they want to order the service.
• The Account Manager sends the original quote to Orderbox@Level3.com. This will tell that this is an order and the quote needs to be refreshed. The account managers will do this on every quote - even if it has not been expired.
• All approval requests should go to the Quote Approval mailbox.
• These will come in the form of an email.
• Sales should always provide you a Quote ID for Siebel requests.
• An Approval Tool will be used to determine whether you should approve the quote.
• Soft Skills and reference pages are included with the tool

Successfully managed a team of Executives / Local Business Associates for the smooth flow of operations in Retention & collection team

Effectively implemented Churn Management to retain Customers and increase revenue for cluster Responsible for field Visits to customer sites & dealer locations and channels on a regular basis to check for quality of service provided and customer usage.

Co-Coordinating with Agency to Track the Segmentation of Customers, Schemes & Churn Activity Involved in monitoring Service Requests (SRs) for assigned accounts and continuously monitor Email for assigned accounts and review SRs on a daily basis and ensuring SR progression. Played a stellar role in Call Key High ARPU Customers to introduce them to Customer Support and discussing customer expectations

1) Resolution for billing complaint & request.

2) Daily report preparation.

3) Coordinating with various departments to solve the customer issue.

4) Resolve Issues related to Billing & Services.

5) Planning coordinating with technical department for installation of telephone & Broad band Services.

6) Looking after customer complaints & request, resolving the complaint within TAT.

7) Resolving Issues related to Billing & Services thus enhancing customer satisfaction

8) Revenue Enhancement