J2B Global. We are eager to collaborate with your organization on India's recruitment phase for future growth.Our team of 60+ IT recruiters specializes in areas like Infra, DevOps, Java, Embedded Systems, and more. We provide dedicated teams, continuous training, and rotational shifts to ensure top-notch support, including weekends.

• Pioneered the development of the Customer Support division in a start-up environment.• Oversaw the management of the Inbound Call Centre and Email Support Services.• Coordinated daily operations in collaboration with an external outsourcing partner.• Vigilantly monitored and maintained Service Level Agreements (SLAs) for Call Centre performance.• Innovated by implementing an automated system for handling after-office hours calls.• Efficiently managed customer feedback and support inquiries across diverse platforms including emails, user forums, ticketing systems, and various social media channels.• Spearheaded initiatives in Service Level Management and IT integration, emphasizing the necessity of service-driven technology adaptation.• Conducted in-depth research into division-specific service requirements, aligning them with IT capabilities.• Facilitated the creation and maintenance of a service catalog, outlining varied service levels and associated costs.• Successfully aligned business needs with available services, minimizing operational gaps.• Negotiated SLA adjustments to optimize business services and cost-efficiency.• Regularly prepared and analyzed daily metrics, driving team performance towards set targets.• Ensured stringent quality control in image processing and document labeling, adhering to HIPAA procedures in Provider credentialing applications.• Produced comprehensive reports on various metrics such as inventory, production, quality, customer complaints, and team performance, maintaining these on a regular, periodic basis.• Organized client-specific training sessions, one-on-one meetings, and developmental programs, fostering team growth and motivation.• Maintained high standards of TAT and quality deliverables in accordance with SLAs.• Actively participated in client communications via calls, emails, and instant messaging.• Promoted a collaborative work environment between management and team members.

Client TELSTRA (Australian Customers)Duration Jan 2012 - Jan 2013 Client Mobily Telecom (Etihad Etisalat)Project Business Enablement / OperationsRole Advice Manager – Network Order AnalystLocation Riyadh, Saudi Arabia (Onshore)Duration Apr 2013 - Mar 2015Key Responsibilities • Coordinated between Sales, Presales, and Field Implementation teams on unique requests, facilitating new Wired and Wireless Access Media implementations.• Engaged in technical troubleshooting and routine query resolution.• Gained proficiency in products like L2 and L3 VPN circuits, Cloud services, and Data Centre services.• Utilized various tools including SIEBEL, GIS, GTS, Clarify CRM, Cramer, and MORI for network inventory and order management.• Addressed and resolved network hardware incidents and issues.• Configured customer routers remotely, including both basic and advanced setups.• Managed protocol redistribution and internal/external stakeholder coordination for network feasibility planning.• Mentored new team members, focusing on customer, sales, and presales queries.• Identified and implemented continuous improvement processes.• Prepared and presented regular reports to upper management.• Fostered team communication and engagement.