5+ years’ experience in Order Management, Incident & Change Management-Service Delivery. Experience in handling consumer & business clients for APAC, EMEA, USA

Experience

  • Service Delivery Associate

    at Rackspace

    February 2019 - at Present

    New Delhi - Delhi

    • Perform ticket queue management and routing for Service Delivery. Customer Contact information, SSL Certificates. Manage contract renewal negotiations. • Monitor and actively progress /chase open tickets within agreed time scales. Manage support requests and co-ordinate Rackspace Customer support teams to deliver within agreed timescales. • Prepare renewal documentations on behalf of Service Delivery Managers for customers. Manage customer projects and oversee implementations for on time delivery. • Review service failures and produce incident reports when required, Validate, negotiate and process service credits

  • Service Request Manager

    at BT India

    March 2015 - February 2019

    Gurgaon - Haryāna

    • Primary interaction points for the BTGS contract and business management community • Raising quotes and orders for MPLS Circuit, ADSL, Ethernet, hardware and other IT services through various communication channels. i.e.: Cisco tool (CCW), BT tools, CRM. • Provides departmental support to Project Manager - Order Management I, II and III personnel for PEPSICO INTERNATIONAL – IT Services. Perform or drive OMS, EQMS data base clean up tasks’ completion (resolve discrepancies) during the proposal development process to drive greater order accuracy • Work actively with Inventory, Warehouse and Freight teams to ensure efficient flow of customer orders within the core network • Create alignment between the Supply Chain and Field Operations teams for optimization and performance improvement of order execution.

  • Customer Support Associate

    at Convergys India

    November 2013 - March 2015

    Gurgaon - Haryāna

    • Assigned the tasks of handling customer queries, feedback, complaints and request for AT&T Customers. • Provide hands on support of customer care initiatives such as automated provisioning, online billing, order tracking and detailed account management for DSL, U-verse and Mobile. • Solicit cross-selling and up-selling opportunities within the customer care experience. • Completed and mailed bills, contracts, policies, invoices and checks. Matched purchase orders with invoices and recorded the necessary information

Education

  • ITIL

    at Axelos

    2019 - 2019 (1 year) New Delhi - Delhi

  • Bachelors

    at Bharathiar University

    2010 - 2013 (3 years) Calcutta - West Bengal

Services offered

  • Service Management

    • Order & Change-Incident Management, Order processing, Service Delivery, Vendor Management, Lead to Cash, Account/Contract Management

  • Team Player

    Self-motivated, Optimistic, Honest and sincere to my Duties. Work effectively and positively when under pressure

Languages

  • English Native

Hives