Experience

West Unified Communications Services (formerly known as InterCall Asia Pacific)

• India
• Telecommunications
• 1 - 100 Employee

• Quality Specialist

  • Jul 2014 - Present

  Investigating, resolving and taking responsibility for issues experienced by clients when using their conference services. Ensuring communication and ownership is maintained throughout the ticket life cycle Managing outage situations to ensure the right people are engaged and communications are sent to internal and external stakeholders. Creating and distributing incident reports for outages. Completing procedure audits to ensure documentation is up to date and… Show more Investigating, resolving and taking responsibility for issues experienced by clients when using their conference services. Ensuring communication and ownership is maintained throughout the ticket life cycle Managing outage situations to ensure the right people are engaged and communications are sent to internal and external stakeholders. Creating and distributing incident reports for outages. Completing procedure audits to ensure documentation is up to date and reflects current process. Analysing data to find any trends and proposing and implementing any improvements. Show less Investigating, resolving and taking responsibility for issues experienced by clients when using their conference services. Ensuring communication and ownership is maintained throughout the ticket life cycle Managing outage situations to ensure the right people are engaged and communications are sent to internal and external stakeholders. Creating and distributing incident reports for outages. Completing procedure audits to ensure documentation is up to date and… Show more Investigating, resolving and taking responsibility for issues experienced by clients when using their conference services. Ensuring communication and ownership is maintained throughout the ticket life cycle Managing outage situations to ensure the right people are engaged and communications are sent to internal and external stakeholders. Creating and distributing incident reports for outages. Completing procedure audits to ensure documentation is up to date and reflects current process. Analysing data to find any trends and proposing and implementing any improvements. Show less



Virgin Media

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Senior Provisioning Analyst

  • May 2009 - May 2014

  Investigating, monitoring and fixing issues with the provision of ADSL broadband. This includes liaising between customers and third parties to ensure problems are fixed promptly, and managing customer expectations. Handling high level escalations from all parts of the business, providing suitable advice and implementing solutions. Was able to suggest proactive solutions by recognising trends in issues, either within our own systems and processes, or with our suppliers to improve the customer… Show more Investigating, monitoring and fixing issues with the provision of ADSL broadband. This includes liaising between customers and third parties to ensure problems are fixed promptly, and managing customer expectations. Handling high level escalations from all parts of the business, providing suitable advice and implementing solutions. Was able to suggest proactive solutions by recognising trends in issues, either within our own systems and processes, or with our suppliers to improve the customer experience and reduce waste. Over several months, was given sole responsibility of a high profile project to deliver to a tight deadline. Developed and implemented new flows to improve the end to end process required for project tasks, to ensure it was completed on time. Show less Investigating, monitoring and fixing issues with the provision of ADSL broadband. This includes liaising between customers and third parties to ensure problems are fixed promptly, and managing customer expectations. Handling high level escalations from all parts of the business, providing suitable advice and implementing solutions. Was able to suggest proactive solutions by recognising trends in issues, either within our own systems and processes, or with our suppliers to improve the customer… Show more Investigating, monitoring and fixing issues with the provision of ADSL broadband. This includes liaising between customers and third parties to ensure problems are fixed promptly, and managing customer expectations. Handling high level escalations from all parts of the business, providing suitable advice and implementing solutions. Was able to suggest proactive solutions by recognising trends in issues, either within our own systems and processes, or with our suppliers to improve the customer experience and reduce waste. Over several months, was given sole responsibility of a high profile project to deliver to a tight deadline. Developed and implemented new flows to improve the end to end process required for project tasks, to ensure it was completed on time. Show less



Fujitsu

• IT Services and IT Consulting
• 700 & Above Employee

• Team Manager

  • Sep 2008 - May 2009

  Secondment to manage a team of broadband provisioning analysts. Duties involved day to day team administration, ensuring SLAs and targets were met or exceeded, monitoring KPIs, handling escalations from team members, preparing and delivering monthly reviews to senior management and our client, staff scheduling, ensuring training needs were met and resolving disciplinary and other HR issues, whilst continuing to work as an integral part of the team.

• Product Support Engineer

  • Jun 2007 - Sep 2008

  Assisting the team manager with running a broadband provisioning team, and deputising as required. Responsibilities included providing monthly feedback to team members in the form of one to one briefings, devising and implementing process improvements, and organising and delivering training sessions.