Oct 2014 – May 2022 · 7 yrs 7 mos · London, United Kingdom

• Delivered large-scale IT and business transformation programmes, launching new products and services to improve customer experience and/or operational efficiency.
• Defined requirements for a market-leading, data-driven Service Checker tool, enhancing proactive assurance and reducing operational costs.
• Led delivery of a Nuisance Call Management product from concept to go-live, including business requirements, process documentation for service enablement, activation and production support functions.
• Designed business processes for launching new fibre broadband products in ROI and Italy, contributing to annual revenue growth of ~€100M and €500M respectively.
• Managed senior stakeholders, operations and external partners to ensure alignment on business needs, scope, deliverables, dependencies, and risks.
• Provided consultancy and business analysis for programme planning, prioritization, concept documentation and impact analysis.
• Developed solution designs and interface specifications for system/platform integrations.

Apr 2014 – Oct 2014 · 6 mos · London, United Kingdom

• Defined and Managed requirements to Improve Sales team's efficiency
• Standardizing Sales processes across Truphone countries
• Enhanced support systems and identified new areas of improvement via process optimisation or automation

Feb 2013 – Apr 2014 · 1 yr 2 mos · London, United Kingdom · On-site

• Business analyst for My Account portal to empower customers to self serve
• Managed Product roadmap and requirements as per Priority agreed with Business Stakeholders
• Improved options for managing payment methods via Online
• Launched streamlined online customer journey for Home move
• Enhanced Online user experience with customer specific context based notifications

Aug 2011 – Jun 2012 · 10 mos · Ipswich, United Kingdom

• Responsible for enabling launch of existing product on strategic IT systems stack.
• Managed Order to bill processes and user experience deliverables with overall customer experience.
• Responsible and accountable for team's business analysis work and consulting for smooth migration on new stack.
• Single point of contact for supporting product delivery scope, issues, process deliverables, work allocation and product business rules.
• Managed business, IT, Sales, support and Operations stakeholders.

Aug 2010 – Jul 2011 · 11 mos

• Defining Business requirements for potential new services and technologies
• Providing consultation to manage new services across service delivery, assurance, billing & revenue assurance.
• Developing Business cases and Operating models for product prototypes with Colt partners

Jun 2007 – Apr 2014 · 6 yrs 10 mos

• Lead Consultant to support clients with new product launches.
• Defined Business requirement for OSS/BSS systems and processes to enhanced customer experience or Operation efficiency.
• Provided consultancy across Fulfillment, Assurance, Billing and Operation functions in Organisation.

Mar 2007 – Jun 2008 · 1 yr 3 mos

• Worked with leading pan-European Telecommunications company COLT telecom as a process consultant to, rationalize their business processes. Key highlights:
• To improve customer experience, customers delight with quicker service delivery and problem resolution.
• Understood their Business processes, operation support systems and identified key pain areas.
• Defined AS-IS Processes, build Use cases, did GAP analysis & identified key areas of improvement.
• Prepared recommendations to centralize order validation team and defined clear role & responsibilities.
• Set measures to monitor progress i.e. cycle time, briefcase time and contract-order-bill time.

Jul 2000 – Mar 2007 · 6 yrs 8 mos

• Worked with Nortel Networks in Canada, Ireland and Wipro-Nortel team in India.
• Client Interface to address critical technical issues within SLAs and manage customer relations.
• Led and managed teams in Ireland and Canada to ensure quality and timely deliverables.
• Feature interaction testing Prime to ensure smooth inter-operate ability among new & existing features.