Sima Rathee Email and Phone Number

• Handling customer escalations received through various channels like email, letter post, telephone, other subsidiaries, MD• Prioritization and categorisation of the escalations based on the channel and severity of the customer issue.• End to end study of the customer issue and thorough analysis of the service experience of the customer before delivering final resolution.• Unbiased and customer centric decision on the customer escalation.• Strengthen VOC claims process to provide solution to customer as per SLA• Adherence to promised SLA and ensure customer satisfaction.• Proactive identification of potential leakages of the customer voice to media and SNS.• Daily, monthly, weekly reporting on performance and improvement activity.• Define/ modify processes to minimize delays in VOC call resolutions.• Collating customer feedback and channelizing to the concerned departments (quality, field operations)• Process innovations to reduce generation of VOC on all channels.• Case study management.

Drive performance management on customer level with highest quality. EBCSS owner on customer level responsible for analyzing results, proposing quality improvements and supporting executionInterface for customer team for customer performance related topics.Sharing of good practices targeting to improve quality and performance.Monitoring case progress

Technical support for EWSD classic, powernode fixed line switches, HiS700 STP to various public and private telecom operators in India.

Configuration of PRI/BRI/POTS line on Siemens EWSD, Power node and Nortel DMS100 switches located aross europe.

O&M of NLD/ILD Siemens EWSD and power node switch.

Rural livelihood planning, execution and implementation. Mobilizing government funds and international aid to grass roots benefeciaries through government projects.