Yasmin Sultana
Chennai
Summary
Dynamic Client Service Executive with over 7 years of experience in delivering exceptional service and quality assurance to UK based clients. Proven expertise in query and dispute management, alongside a strong ability to enhance operational efficiency. Adept at coordinating complex service delivery processes and managing stakeholder communications to ensure customer satisfaction. Demonstrated commitment to maintaining high standards of quality while driving team collaboration and process improvement initiatives. Ready to leverage extensive knowledge and skills to contribute positively in a client-facing role.
Overview
11
11
years of professional experience
Work History
Service delivery Co-ordinator
TATA Communications and Transformation services
09.2022 - Current
- Performed quality checks on all completed tickets handled by the Order Manager.
- Led Floor Connect activities and delivered presentations on process improvements on alternate days as an additional responsibility.
- I took on the additional responsibility of serving as the Co-ordinator for Fun Fridays and representing the Funchayat Team.
- Analyzed duplicate tails and advised on actions to eliminate idle tails, improving overall efficiency
- I coordinated with customers to deliver proper justifications, ensuring their consent was obtained before deactivating duplicate tails.
- Provided end-to-end support to Order Managers, offering clear guidance on when and to whom they should escalate issues.
- Actively participated in all team meetings and was responsible for creating Minutes of Meeting (MoM)
- Responsible for updating Level Work Instructions (LWI) and Standard Operating Procedures (SOP) to reflect process changes and improvements
- Managed onshore /WIP calls to coordinate with stakeholders and ensure process alignment
- Coordinated with all stakeholders to ensure task completion within target due dates.
- I organized and initiated kick-off meetings with the design team to gain a clear understanding of the project scope and requirements.
- Ensured accurate execution of jobs by thoroughly understanding the actual requirements and adhering to the specified SLAs
- Co-ordinating with the supply chain/civil team to complete the cabling, civils and splicing for the job
- Handling many delivery methods/Access methosds like Openreach, virgin media, city fibre, Fibre services
- Made sure each job had the right status or caveat depending on the situation.
- Determined and assigned appropriate installation target dates to support efficient and timely service delivery.
- Maintained regular updates to clients and internal systems to reflect ongoing progress and key developments
- Raised escalations at the appropriate time to ensure timely resolution of issues.
- Ensured timely ordering of required kits—including routers, ADVA equipment, cables, and SFPs—10 days prior to the site visit, based on the job scope.
- Coordinated the availability of all required engineers to ensure alignment on the same day and time slot for joint site visits
- Coordinated with patch engineers and field engineers during final installation to ensure successful deployment of routers and ADVA equipment at the customer’s premises via on-call support
- Ensured all post-installation tasks, including billing and inventory updates, were completed and activated after the service was delivered to the customer
- I was responsible for processing various change and modification requests, including port upgradation, NTP (Network Termination Point) relocations, and address changes, ensuring timely and accurate implementation.
- Handled customer charges by accurately recording them in the portal, ensuring there was no revenue leakage.
- Handled various charges including order cancellation, access method/tail cancellation, excess construction, time-related fees, last-minute cancellations, on-hold charges, field engineer abortive visits, and out-of-hours charges.
- Regularly evaluated vendor performance to ensure alignment with company standards and timely resolution of any issues.
- I successfully decreased client complaints by proactively addressing potential issues prior to the need for escalation.
Senior executive
Hexaware Technologies Limited
10.2019 - 09.2022
- Analyzing the customer requirement, providing voice and data service in both vaxel and mex products.
- Creating base service pack for Business customers in Melody application
- Raise porting Request for mobile and fixed numbers through Number portability application.
- Routing of fixed and mobile numbers using NP-GUI tool
- Creating Tariff and Invoice creation
- Performing migration from old legacy system (CABS) to melody.
- Creating new customer in melody for SFA and LE.
- Configuring add-on services in micloud
- Disconnecting existing services.
- Applications used Salesforce, melody, micloud, Numberportability, NP-GUI.
- Invoice management
- Handle Orders from Suppliers
Sr. Associate (Production Specialist)
Wipro Private Limited
01.2014 - 12.2017
- Deployed in the Projects: British Telecom (UK) -IP Clear, Carilion (UK)- Core HR
- Roles and responsibilities- B.T
- Providing requirement specifications to the site engineer
- Managing Client Accounts (Creation, Modification Closure)
- Answering PSO's (Project support officers) calls. And providing the status regarding the CRF
- Managing client queries
- Verifying and approving the CRF's and forwarding to the PSO's once after it gets processed
- Facilitating feedback mechanism
- Managing Documentations involved at various levels of service
- Roles and responsibilities- Carillion - Core Hr.
- Preparing and submitting the Clients Benefit Plan based upon their contract copy or offer letter
- Updating and modifying the client's financial status based upon the approval of the respective line manager
- Updating Clients leave report based upon their leave availability.
- Detection of employees pay, if he/she avails a loan or in other payable employee benefit plan
- Verifying and approving the Employee benefit vouchers based upon the eligibility.
- Maintaining Clients/Employees job data's, Maternity/Paternity data's, Personal data in a highly secured and confidential manner.
- Providing a Spontaneous response to the client/employee's queries.
- Employees' E-mail handling with the quickest response
- Maintaining employee's salary information or financial data in a confidential way
- Terminating an employee from the oracle record
Education
MCA -
Vels University
01.2015
Skills
- Ticket resolution management
- Service delivery optimization
- Payment tracking and order coordination
- Project stakeholder management
- Effective communication
- Effective team engagement
- Negotiation skills
- Strong public speaking abilities
- Invoice processing
- Fulfillment coordination
- Client relationship management
- Email communication oversight
- Employee training
- Experienced in Microsoft Office applications
- Customer loyalty management
- Records organization and maintenance
- Driven and self-motivated
- Skilled in Siebel and Citrix platforms
- Issue escalation coordination
- Statistical analysis
- Efficient service delivery
- Quality improvement strategies
- Operational efficiency enhancement
- Payment processing
- Timely issue escalation
- Proficient in computer applications
- Effective queue management
- Customer service excellence
- Effective problem resolution
- Skilled in MS Office tools
- Simultaneous task management
- Versatile in dynamic environments
- Meeting scheduling
Languages
English
Upper intermediate (B2)
Tamil
Upper intermediate (B2)
Hindi
Upper intermediate (B2)
Timeline
Service delivery Co-ordinator
TATA Communications and Transformation services
09.2022 - Current
Senior executive
Hexaware Technologies Limited
10.2019 - 09.2022
Sr. Associate (Production Specialist)
Wipro Private Limited
01.2014 - 12.2017
MCA -
Vels University
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