Soniya Kumari — Operations Associate

I am a Service Request Management Professional with 6+ years of experience in team leadership, contract handling, service delivery operations, and stakeholder management across Telecom, Banking, and Market Research industries. I specialize in managing large-scale contracts, driving operational excellence, and ensuring seamless end-to-end service request execution. At British Telecom, I led a team of 20–25 analysts, monitored performance, and ensured consistent delivery of BAU operations including New Provide, Modify, and Cease Order processes. I have strong expertise in SLA governance, jeopardy tracking, cease approvals, inventory management, and SharePoint documentation, along with hands-on experience using tools such as CSS, COSMOSS, FastService, EcoPlus, Expedio, BFG, PEGA, and more. I have successfully handled major global contracts such as Barclays, Philips, HSBC, and Computacenter, ensuring compliance, timely delivery, and strong customer relationships. My experience spans vendor coordination, service escalation management, process optimization, and onboarding of new contracts with PEGA integration. I am recognized for my ability to lead high-performing teams, identify operational gaps, streamline workflows, and support business-critical functions with accuracy and ownership. With strong analytical, administrative, and communication skills, I aim to continue growing in roles that allow me to contribute to service delivery excellence, project operations, and client success. Core Skills & Strengths ✔ Team Leadership (20–25 Members) ✔ Contract & Stakeholder Management ✔ Service Delivery & SLA Governance ✔ Vendor & Client Coordination ✔ BAU Operations: New Provide, Modify, Cease ✔ Jeopardy Tracker & Risk Mitigation ✔ Process Improvement & CEASE Operations ✔ Onboarding New Contracts (PEGA) ✔ Documentation, Reporting & Inventory Management ✔ Customer Escalation Handling ✔ Tools: CSS, COSMOSS, FastService, EcoPlus, Expedio, BFG, PEGA, Hummingbird, Net-MR, Royal Mail, Com-Tool, SAP, Outlook, CapMan, SI+, APE Tool

Stackforce AI infers this person is a Service Delivery and Operations Specialist in Telecom and Food Delivery sectors.

Location: South Delhi, Delhi, India

Experience: 7 yrs 9 mos