• Clients primary contact and liaison.• Address all concerns efficiently and maintain strong relationship with the clients.• Managing a team of Technical Support Engineers/specialists and internal departments like audit and vendors across the globe and provide a seamless service.• Provide 24x7 support during escalation and outages for Severity-1 issues.• Manage the process to restore normal service operation as quickly as possible to minimize the impact to business operations. • Ensure proper resources and Leadership Team is involved in Severity-1/ Highly Critical issues and resolve within SLA.• Sending timely updates for Severity-1/ Highly Critical issues to customers and managers to keep the stakeholders informed about the incident.• Participate in daily Incident Review sessions with the client and providing them with latest updates and progress. • Implementing Change Management requests as per client updates and sharing with the team as and when required.• Ensure proper communication has been recorded for leadership and clients preview ensuring 100% compliance to processes and guidelines.• Meet monthly CSAT targets if not create an action plan with client feedback and attain perfect scores. • Review all "On Hold" Incidents/Service Requests/Tasks/Changes to ensure timely progress.• Managing the error tracker, vendor tracker for all the service lines.• Ensure Vendor Management process is followed for all severities and change.• Preparing several reports on daily basis and sharing it with the Client and Leadership Team.• Setup weekly/bi-weekly/monthly calls as per client priority and share minutes of meeting.• Create PPTs and present QBRs with a strategic goal of presenting more savings for the clients and in return generating more revenue for Tangoe by successfully upselling various products like managed pay and cloud services.

• Assign tickets to Technical Support Engineers/specialists based on severity and skill set, and keep a track of over 100 assigned tickets assigned every hour to meet SLA. • EOD generated reports on total assigned tickets and missed SLA’s if any and shared with the leadership and the dedicated client.• Handle multiple client calls of NA and EU to provide services like troubleshooting, roaming services, billing etc.• Provide support to new hires, help them meet SLA’s and coach them in handling various tickets/call.

• Monitor calls and provide feedback to representatives through quality forms to improve the quality of calls to attain best customer satisfaction. • Studying various call scenarios to meet FCR and save revenue for our client. • Creating accurate reports based on studies conducted and providing solutions. • Making sure the solutions provided are being implemented in the field and if needed we made the necessary changes to the resources the representatives were referring to.• Attend call calibration sessions with clients to improve understanding on the process and to make sure our thoughts are aligned with them.• Develop, co-ordinate and promote incident management activities.• Ensure that any service breach is suitably recorded and described before it is closed.• Weekly huddle with the teams to discuss any updates or changes in the process.• Documenting the quality and SLA score for the process and share it across with the leadership team on a weekly basis.• Rectify the errors made by the QA’s and sending a report to the Manager.

• Handle over 150 customer calls for a UK telecom service provider.• Device activation, troubleshooting and billing.• Monitor calls for a team of 20 agents and provide feedback.