Jul 2022 – Jun 2023 · 11 mos

Sep 2019 – Jul 2022 · 2 yrs 10 mos

• Working as a Recovery analyst to analyse the areas of revenue leakages (Suspense) for EE & BT telephonic and mobility services across network, mediation, rating and billing platforms, and work on fix identification and resolution.
• Reprocessing the CDRs under suspense once tactical/strategic fix is implemented. Currently working with mobile and fixed lines suspense for PAYM and Interconnect traffic.
• Perform trending of error codes in suspense on daily basis using INFORMATICA reports, perform analysis and engage relevant teams for investigations.
• Prepare loss/benefit reports on monthly basis and present the statistics to Finance stakeholders & senior management. Daily monitoring, validation and reconciliation of E2E usage controls and KPIs are performed.
• Raise change requests, work requests or configuration requests for relevant issues, evaluate cost estimates for the proposals from Vendor teams.
• Contribute in incremental & protective usage benefits against Operational & CFU financial objectives.
• Ensure all controls are operated on time and are right first time in line with KPIs, while managing customers/suppliers Contribute to produce efficient and cost-effective tactical recovery activities to ensure maximize Group revenue.

May 2018 – Sep 2019 · 1 yr 4 mos

• Worked as a Service Request Manager to analyse and interpret financial statistics and other data and produce relevant reports.
• Handle back office (and in most cases speaking to the end customer) processing tasks including reconciliations, commercial management and transaction processing in an efficient and accurate manner.
• Follow through tasks and take ownership to ensure they are completed to the required standards. Delivering excellent customer service without compromising business needs.
• Escalate queries to a team manager as appropriate, and ensure these hand-offs are completed in a timely fashion. Establish and maintain effective working relationships with colleagues and customers alike.
• Maintaining regular and consistent attendance, punctuality and appearance. Accountable for end-to-end timely management for Customer Complex Service Requests.
• Validating and Assigning Requests, Manage Commercials and customer Proposals, keep customer informed till implementation is complete and SR closure.
• Involves management of medium complex commercial, pricing and design guidelines and/or custom service wraps and work instructions.

Feb 2016 – May 2018 · 2 yrs 3 mos

• Worked as a Customer Service Support associate to deal on email escalations.
• To prepare the various reports required by the process to maintain data and make further reports.
• Solving the queries of the team members and help them in their assigned work.
• Communicate information asked and required to customer on call, chats and emails.
• To meet the turn-around time so that each report is prepared in time and sent to the concerned person.
• Perform necessarily follow up as required.

Jul 2014 – Jan 2016 · 1 yr 6 mos · Gurugram, Haryana, India

• Worked as a Customer care associate to deal on calls figure out purpose of call and resolving concerns.
• Inform customers and potential customers about the company’s products and services.
• To solve the queries of the team members and help them in their assigned work.
• Research and suggest alternative products when needed.
• To meet the turn-around time so that each report is prepared in time and sent to the concerned person.
• Perform necessarily follow up as needed.
• Take orders for open and close accounts and Resolve complaints.