Responsible for leading teams to deliver project(s) that span across one or more business units. Manage resources, schedules, financials and adhere to stage gate quality and control guidelines throughout the full systems development life cycle. This also includes management of issues,risks and project change requests to ensure successful and on-time project delivery. Contribute to process improvement initiatives as it relates to improving project delivery. And handling a team of 14 executive of Construction & Govt Railways Project.

Outbound Team-Had Handled an Escalation Team (Rapid Resolution Team) for CED process.Designed process and Escalation matrix as per business requisite. Repeat /irate callers and escalated cases are handled by our team by Out calling customers (Exclusive authorities and empowerment given like restoring services, passing waivers, mailing customer sending bills, letters and mails to customers, etc).Coordinating with Business and Internal stakeholders to resolve issues. Coordinating with Field Team (Field Engs, Circle) Head to resolve customers issue.Coordinating with circle (Town Office and Web World) for various queries raised by the reliance customer.Handling the top Corporate customer database of 7 lakhs with a revenue of 70 crore (continuously growing.) Managing critical escalation desk for Corporate for delivering end to end resolution within SLA of 6 Hours. Coordinatingwith different stake holders to get the resolution instantly & achieving high level of customer satisfaction. Grooming CSRs and CSLs for next level. Supervised, managed and coached team of 30 Customer service representativeBack Office Team-Resolving Escalations of Corporate customers received at Chairman’s Office, Corporate Centre (website).To handle customer escalations received at Chairman’s Office for Rcom & Group Companies.Root Cause analysis of all escalations and suggesting proactive measures for reduction of complaints from corporate customers.Will be responsible for dissemination of escalations to the concerned resolution providing team.Must achieve defined norms of SLA /Quality /Productivity of all corporate escalations.Working on Service Requests raised in Clarify like, UCC Call Dispute,Coordinating with circle (Town Office and Web World) for various queries raised byThe subscriber.Coordinating with Business and Internal stakeholders to resolve issues. Coordinating with Field Team (Field Engs,circle Heads, Service Assurance Managers/Heads).