Customer Service Engineer

NAVNEET KAUR

** ******* ******** **, *******, AB T3J 5A8 l 403-***-**** l ac2b6c@r.postjobfree.com

Profile Summary

Result oriented, energetic, and analytical with experience in business solutions and business operations in Telecommunications. Experienced with managing operational budgets, financial reporting, month-end reporting, business strategy execution, implementing cost reduction initiatives and working with cross-functional teams.

Key Skills

Financial Reporting

KPI / WLA Analysis

Variance analysis

Weekly/Monthly Reporting

Microsoft Office

Data Visualization using Tableau

ETL (Extract, transform and Load) data in SQL

Business Intelligence Tool

Remedy

Experience

TD Canada Trust, Calgary

TD Canada Trust is the personal, small business and commercial banking operation of the Toronto-Dominion Bank (TD) in Canada

Customer Service Representative September 2016 – Present

Process personal and business account transactions

Deliver prompt, accurate and excellent customer service by selling bank products based on customers’ needs

Research and resolve service-related problems

Respond to customer inquiries, providing information on bank accounts, policies, products, and services

Ericsson Global India Pvt. Ltd.

Ericsson is a multinational networking and telecommunications company offers services, software and infrastructure in information and communications technology (ICT) for telecommunications operators, traditional telecommunications and Internet Protocol (IP) networking equipment, mobile and fixed broadband, operations and business support services, cable television, IPTV, video systems, and an extensive services operation

Engineer – Operations Support November 2012 – July 2015

Reporting & Analysis

Prepare thorough variance analysis for monthly management reporting and financial reporting

Responsible for financial analysis, forecasting and reporting to senior management

Develop and prepare performance reports for Operations and engineering departments

Creating churn models for various customers using survival analysis on Tableau

Created business reports by joining multiple tables from multiples database using SQL queries

Database analysis on overall and end to end service performance

Continuous review of processes with team and senior management to improve delivery of services

Participate in analytical projects with a focus on strategic imperatives and identify areas within the business for operational efficiencies

Prepared weekly and monthly operating statistics and performed analysis of data to ensure information is accurate

Prepared reporting package and presentation materials for senior managements on time with disclosers and notes on financial statements

Engineer – Incident Management December 2011 – November 2012

Incident Management (Priority 1 & 2 Incidents)

Own the Incident Management process for incidents categorized as priority 1 or 2

Ensure service restoration within agreed service levels

Managing and coordinating any event which is not part of the standard operation of a service, which causes or may cause an interruption to or a reduction in the quality of the service

Ensure that appropriate focus and resource is provided to ensure timely resolution of critical incidents

Plan, prepare, and produce operational communications such as emails, messages and other updates on tools to communicate changes to the operations and management.

Review and evaluate incident records to ensure handling of incident and severity level determination.

Determine if root cause analysis is required and initiate Problem Management

Complete executive summaries for all severity 1 and severity 2 on request

HCL India February 2011 – December 2011

HCL Technologies is an Innovative Technology & Outsourcing Company that provides technical consulting, it solutions & software development to global firms.

Network Support Engineer

Work as a tester of 3G lines for U.S Telecom Giant SPRINT and trouble-shooter with testing team of AT&T & VERIZON (sub clients of Sprint Nextel)

Open Trouble Tickets from clients and follow-up with their testing teams

Analyze order requests received from the client and escalate the order with LEC if necessary

Implement FACTS, FMS, Lassie and React (BERT Technology) technologies to perform above functions

Education

Bow Valley College, Calgary, AB

August 2016 – August 2017

Certification in Business Administration

Punjab Technical University, India

Sep 2006 – Sep 2010

Bachelor of Technology – Electronics & Communication

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