SUMMARY:o To effectively manage clients within a Telecom Expense Management services company, facilitating their requests for change, service issues, SLA uptimes, reporting and strengthening the client relationship through the delivery of great service. Key account contacts for day-to-day management of our clients; then will work with the clients to provide a consistently high level of service delivery across all areas of business interaction.o Managing multiple Telecom Expense Management projects (documents, Delivery Timeline and On-boarding) including on time and within budget completion while maintaining the highest standards with quality.o Develop project plans and workflows, manage timelines, monitor budget and resources, and determine schedules and deadlines.o Use databases/ tracker to monitor current project status. Planning and monitoring projects to meet deadline, quality, and budget requirements.o Collaborating with functional teams, vendors to maintain client or project specific procedures, solutions, checklists, and instructions.o Managing vendor relationships to ensure they are content and any expressed concerns within my scope are quickly and productively addressed.

•Assist the management in Organizing , planning and implementing strategy•Coordinate operations•Ensure schedules and objectives are met•Supervise and motivate staff•Monitor operating costs, budgets and resources•Communicate with clients and evaluate their needs and specifications•Create reports, analyze and interpret data•Drive recruitment process and training & development•Secure adherence to company’s policies and guidelines•Implementations of new clients into the business and guiding team with the process flow.•Being a Client immediate contact, getting on various business calls with Clients and Vendors.•Getting on Various operational calls along with the head superiors to discuss the growth of the business.•Working on ROI (Return on Investment) for Clients by auditing accounts with associated contracts.•Queue management of day to day work by allocating different type of work to analyst, completion within the SLA without any errors•Daily invoice load activity for our end customers by ensuring 100% delivery•Developing and Implementing Actions Plans, Metrics, Guidelines for Operations along with Risk management plans for successful development of business.•Planning & Sourcing/Hiring of Personnel into Operations by coordinating with Human Resource Management (HR).•Training and Placing Employees into Operations by coordinating with Human Resource Development (HR).•Implementing various business factors into operations for better transparency into business.•Responsible for 25 analysts along with their quality and team work.•Setting up KRA’s, KPI’s, and CSI’s into operational processes along with SLA timeline.•Preparing KPI's for 35 end customers•Responsible for Internal audits of operational processes during ISO Certification and Registration.

•Handling a team of 6 members•Support complex audit requests from Business Analysts as well as from other managed service processes and practices (e.g. periodic audits of paper invoices)•Primary role for completing customer ‘look back’ telecom audits•Rate and tariff analysis of local, LD, data and wireless services for Telecom invoices•Present status reports and findings to customers•Generate credit requests and secure refunds from identified errors•Keep the project manager and product committee informed of task accomplishment, issues and status•Provide guidance to the team based on management direction•Meet/exceed billing error recovery objectives to facilitate customer’s managed service ROI.•Helping the agent’s to understand the process in a simpler way and handling different kind of customer’s•Coaching the agent’s to improve their Product & Process Knowledge•Review, analysis and definition of business processes and workflows •Understanding and documenting business needs and requirements •Escalate issues which cannot be resolved by the team•Maintaining Key performance indicators of team as well as process (KPI)•Preparing SOP (Standard operating procedure)•Eliminates late payments of invoices•Manages bill payment process•Streamlines receipt & processing of invoices•Taking immediate actions on accounts for which we received disconnection notices by contacting both vendors and customers (Internal & External) until closure•Preparing CSI (Customer specific instructions)•Maintaining customer contracts for Auditing Telecom invoices•Working on the Customer Relationship Management Tools (CRM) to maintain the case history and database of customer Invoices and Requirements. For e.g. Elementool, Quick base, WFM (work flow management)•Preparing Spend/Inventory reports through analytics•Managing 4 processes Notice/Past due balance/Dispute management/PDB adjustments for telecom invoices

•Support complex audit requests from Business Analysts as well as from other managed service processes and practices (e.g. periodic audits of paper invoices)•Primary role for completing customer ‘look back’ telecom audits•Rate and tariff analysis of local, LD, data and wireless services for Telecom invoices•Present status reports and findings to customers•Generate credit requests and secure refunds from identified errors•Keep the project manager and product committee informed of task accomplishment, issues and status•Provide guidance to the team based on management direction•Meet/exceed billing error recovery objectives to facilitate customer’s managed service ROI.•Helping the agent’s to understand the process in a simpler way and handling different kind of customer’sJob Summary-Telecom is responsible for providing tier II invoice analysis support for the Elite managed service and is the primary role for completing project based "look back" audits. The BA/Auditor will focus on complex billing analysis and dispute management activities in support of the core (tier I) Elite team. The BA/Auditor will also support customer implementations through contract analysis and configuration of application filters for contract compliance.

Handled a team of 14 membersConduct team hurdle and one on one feedback with team members to improve the quality and sales scores.Responsible for the team statistics on the productivity matrix, call quality and adherence.Analyzing and preparing reports on the performance.Successfully achieving the targets set by the client.ACCOMPLISHMENTUsed feedback to enhance productivity which resulted in 20% increase profitability for the company.Kept extensive, detailed records on several projects at one time.

Identify prime Customer and offer the best deal availableNegotiating the rates with the Market Price and Our Company pricesMeeting the targets month on month as the SLA set by the companyACCOMPLISHMENTAlways generated good revenue