Pradeep Kumar Email & Phone Number

Pune, Mh, In

India

Sales, Delivery, Finance, Program management Program MTN (E)

Pune Area, India

Sr Test and Delivery manager, Functional test management, Installation & commissioning, environment maintainence, Load and performance test management, Project management , cost management, Client management, Estimation and forecast.

Pune

Tools - Amdocs CRM, Putty, AMC, Toad for Oracle 10.6, HP QC, WinScp, RemedyResposibilities : Managing production support operations which include :-Production support management for a US based client for OMS 8.1(Ordering , Billing, CRM, Provisioning)Reviewing incidents raised in production support and providing path forward to CSR' sUnderstanding business logic and working towards ensuring tickets raised are resolved within SLAEnsuring TOPS queues are monitored and cleared timely along with Guiding and mentoring new hiresReview/formulate workarounds for recurring / identified issuesReporting and analysis

Pune Area, India

End to End TestingData managementPlanning and executionKey Skills: Good Knowledge of AMDOCS products (CRM, OMS, Clarify and Enabler) along with BSS and OSS testing.Sound knowledge on Service Delivery Platform (SDP), Customer Management, Ordering, Provisioning, Activation, Service FulfillmentInvolved in Reporting of projects from client tools – CTEM and z-Tracker. Which keep track of entire projects – execution, defects, outages, planned v/s actual progress, reports, assignmentsHave experience of working with Defect Management Tools like Quality Center, Clear Quest and Web-Trax, I-care, Switch, Amdocs Activation managerWorking on various teams in project to get end to end knowledge – Test Execution, Planning, PSE, TDOC, Triage, Defect Management team, EF coordinationSkilled in conducting various training sessions for the enhancement of performance and quality of serviceExceptional client handling/relationship management skills

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Managing a team of 25 people including L2 support supervisors.Managing projects related to Revenue, Customer Satisfaction delivering business results. Responsible for analyzing process improvement needs & driving technical support for Printers, Laptops and Desktop systems ensuring Customer Satisfaction along with call numbers, sales and other metrics efficiently.

Managing team, supporting Desktop and Printers for North America Consumer segment.Analyzing the team data and helping the team members to improve on the performance metrics through effective coaching and planning through effective one to one sessions.Responsible for achieving target customer satisfaction levels within the technical support organization by adopting customer-centric approach in a cost effective manner.Monitor the queues at all times, check/correct team discipline on schedule adherence, availability and productivity aspects.Responsible for personal and professional development of team members. Establish "Individual Developmental Plans" for direct reports in collaboration with line manager and HRG.Work with customers and internal teams to resolve issues.

Managing D&B, being one of the largest sources of data and information regarding businesses in the US. The primary job was to manage associates who use to research on various businesses as per the request, prepare a report based of which a credit rating used to be assigned to the businesses and send report to the clients. Also responsible for meeting 18 SLA’s revolving around TAT, Quality and internal parameters defined in the process.

Worked as a Group Leader with Systems America for 10 months for a mortgage campaign. Joined as a Team leader and got promoted in 8months to a Group Leader. Handled and Managed a Team of 37 CRS’s & 2 Team Leads for Pilot of U.S based Mortgage Company, Client level and internal MIS reporting, Rostering, Initial screening with H.R.Department for recruitments of C.S.R’s.Due to unfortunate circumstances the company closed down.

Joined as a CSR for UK outbound B2C sales, got promoted to Sr CSR and left as an SME