Devika B. Email & Phone Number

Mumbai, Mh, In

Maharashtra, India

Gurugram, Haryana, India

As an Operations Manager at BT, I have over 13 years of experience in the telecommunications industry, with more than six years in leadership and development roles. I hold a CCM Practitioner (CCMP) certification from the World Commerce & Contracting, and I have a strong background in economics, statistics, and mathematics.I am responsible for end-to-end service delivery and stakeholder management for the consumer division of BT India, handling various customer queries ranging from order management, repair work, to revenue assurance activities. I have successfully planned and executed strategic initiatives, created and maintained business relationships, and identified and resolved revenue leakage and contract issues. I have also managed a team of 20+ FTE, including customer care associates, subject matter experts, and revenue assurance analysts, across different departments within the organization. I have extensive experience in working with international customers across UK, Europe, AMEA, USA, Canada, and LATAM countries. My mission is to deliver business assurance and service excellence, while driving improvement and transformation at both operational and strategic levels.

Kolkata

Have managed 20+ FTE including a combination of Customer care associates, Subject matter experts, as well as, Revenue assurance analysts across different departments within organisations. Have end to end working experience on contract assurance & contract management, to identify revenue leakage & recommend solutions. Also have extensive experience in real-time queue management for customer care calls & chats.

Kolkata Area, India

SME

Kolkata Area, India

Advisor

Kolkata Area, India