Vodafone January 2014 - at Present• Increase the customer experience by enabling product improvements with timely feedback while actively contributing to develop a Known Error Database.
• Perform trend analysis, and Trigger RCA proactively and basis customer request with overall accountability of working closely with Incident, Problem and Change Teams to prepare service incident reports for major outages.
• Anticipate customer’s expansion/future needs and mapping existing network configuration to drive customer satisfaction.
• Liaise with operations for rolling out process improvements to achieve the desired C-SAT score and interfaced with product and network team for providing faster resolution on generic issues.
• Develop a Service Plan complying with the Account Development Plan as a part of annual account planning and discussing dashboards with customer senior management to demonstrate areas of improvement with relevant plan of action.
2006 - 2009
(3 years) Ernākulam - Kerala
ITIL v3 Foundation
2008 - 2008
(1 year) Pune - Mahārāshtra
Bachelor of Technology, Electronics & Communication
Cochin University of Science & Technology
2000 - 2005
(5 years) Pattanamtitta - Kerala