• Handling customer complaints with proper escalation follow-up. Analyzing repeat complaints and taking proactive measures to reduce the number of trouble tickets and enhancing resiliency in the customer network. • Guiding customer on the utilization reports and traffic analysis. Including the other issues related to billing, commercials or delivery escalated within the organization for speedy resolution.… Show more • Handling customer complaints with proper escalation follow-up. Analyzing repeat complaints and taking proactive measures to reduce the number of trouble tickets and enhancing resiliency in the customer network. • Guiding customer on the utilization reports and traffic analysis. Including the other issues related to billing, commercials or delivery escalated within the organization for speedy resolution. • Evaluate Incident Management tickets and coordinate with the Network engineer and the customer. Manage monthly reporting with RCA and update to higher management.• Escalated mails of the customer in respect to any network related query. Mark the escalation mails for the early restoration of the circuits to the concern team. • L1 troubleshooting and analyze the problems faced by customer with valid resolution.• Adeptness in using various CRM portals like Remedy, EGAIN, Viznet, OTS, MRTG, SVP.• Raise tickets, provide updates, and share RFOs and other assistance as asked by customer. Attend customer and internal queries/concerns via Email. • Checking connectivity of links and first level troubleshooting on VPN, ILL circuits. • Analyzing repeat complaints and taking proactive measures to reduce the number of trouble tickets and enhancing resiliency in the customer network Show less

• To manage and implement blocking process at the corporate helpdesk which coordinated with different teams to block and unblock a IP circuit. • Booking the docket for blocking and unblocking with cross function teams and keeping the follow up for the same. • Coordination with varies team includes Credit control, Blocking, Soc sat, Ip noc, Esoc, Idc, Audio & Web conferencing, Msoc windows, Cdn Support, Instacc support, Video Connect Noc, Vciplc Noc• Ensuring Timely closer of all… Show more • To manage and implement blocking process at the corporate helpdesk which coordinated with different teams to block and unblock a IP circuit. • Booking the docket for blocking and unblocking with cross function teams and keeping the follow up for the same. • Coordination with varies team includes Credit control, Blocking, Soc sat, Ip noc, Esoc, Idc, Audio & Web conferencing, Msoc windows, Cdn Support, Instacc support, Video Connect Noc, Vciplc Noc• Ensuring Timely closer of all Blocking, Unblocking & Termination Cases received from Credit Control Teams.• Implement and execute the process for Blocking , Unblocking & Termination of (IP Noc, VBL , E SOC, CdN Support , Instant Support ,VOIP Services,Video Connect NOC, VBL TDM NOC , VCIPLC NOC, AUDIO & WEB CONFERENCING TEAM] Enterprise Voice Order,MSOC TEAM ,ACCESS TEAM,IDC TEAM• Validate cases for Blocking and Unblocking of Nonpayment issues, zero usage circuits, customer's disowned circuits to mitigate business risk of high exposure, Witter off…etc. Show less

• Explaining the Bill details and Resolving the Bill Disputes of the Subscribers • Dealing with subscribers, not happy with the services & wants to exit• Follow up in case of special cases• Monitoring team of agents by call barging• Explaining the new Rate Plan & Recharge Voucher launched in the market.• Handling bill adjustments as per specified limits• Preparing report on agents on a monthly basis• Making out call to customer give the resolution to customer and… Show more • Explaining the Bill details and Resolving the Bill Disputes of the Subscribers • Dealing with subscribers, not happy with the services & wants to exit• Follow up in case of special cases• Monitoring team of agents by call barging• Explaining the new Rate Plan & Recharge Voucher launched in the market.• Handling bill adjustments as per specified limits• Preparing report on agents on a monthly basis• Making out call to customer give the resolution to customer and retain subscribers• Provided audit quarterly/yearly internal audit support Show less