Customer Service Manager
Resume:
Name: Rachana Yadav
Address: ** **** ******, ***** **********, NSW Australia 2500
Mobile: +61-435-***-***
Email: acejqm@r.postjobfree.com
Technical and Administration professional with project management
experience of 14+ years in telecommunications industry. Ability to convey
complex, technical concepts into understandable language for non-technical
people.Worked predominantly on large corporate accounts which include
delivery of high budget and high risk projects as well as on a variety of
Voice & Data platforms and applications. In- depth practical experience in
project management, training staff on policies and operations, and
developing standard operation procedures.Consistent record of delivering
quality service and solutions to the customer and securing customer
loyalty.Proven ability to perform well under pressure with excellent
leadership, management, communication, customer service, and problem-
solving skills. Hold Permanent Residentship (PR).Open for travel and
relocation.
SENIOR MANAGER - PROJECTS/PERFORMANCE REPORTING/DATA ANALYSIS
Alcatel Lucent (Mumbai, India) August
2010 - Present
Profile: Alcatel-Lucent is the first truly global communications solutions
provider, with the most complete end-to-end portfolio of solutions and
services in the industry like Multi-vendor Maintenance, Managed Network
Operations, Carrier Network Outsourcing, Managed End-to-End Service
Operations.
Responsibilities:
. Managing a team of 25 individuals :
o End to end delivery of Network Performance Reports to the
customer
o Handling new requirements from customer, coordinating with
relevant internal teams to make delivery live
o Setting KPI definition/threshold/formulae/templates for
reporting purposes
o Data collection, Report generation, Validation & Analysis
. Reliance Communications Site Utilization Project:
o Data Analysis of 50,000 GSM, 27,000 CDMA & 10,000 3G sites over
a period of 6 months
o Decommissioning of Low Utilized sites of GSM, CDMA & 3G
o Trend Analysis, Report Preparation & Data sharing of
reorganized network
. Solid understanding of telecom network (GSM/GPRS/CDMA/1X/EVDO/WCDMA)
. Project Initiation, Planning, Execution, Change Management, Closure
. Network data warehousing, Reporting Tools/Database development
. Management of manpower :
o External subcontractors and 3rd Party Suppliers
o Conduct annual performance appraisals
o Recruiting staff by coordinating with Human resources (HR)
o Improving employee performance through personal coaching
o Developing technical & operational competencies in team Mates
Achievements:
. Promoted to "Senior Manager" within 9 months based on performance.
. Awarded "Young Achiever's Award" in Alcatel Lucent for successful
establishment of Performance Team.
. Able to deliver projects within a short time frame maintaining a high
level of quality.
. Started "Data Back Up" process & achieved recognition for it.
. Received appreciation & positive feedback from the customer regarding
projects completed.
MANAGER- OPERATIONS/IMPLEMENTATION & CONFIGURATION/AUDIT COMPLIANCE
Tata Tele Services Ltd. (Mumbai, India) April
2008 - July 2010
Profile: Tata Teleservices (TTSL) was India's first provider of CDMA-based
telecommunications services. The company provides the full range of telecom
services spanning mobile, wireless, wireline, public booth telephony and
internet services, including service portals and handsets.
Responsibilities:
. Achieving TL9000 certification of TTSL :
o Monitoring Process implementation & adherence in technology
section
o Conducting regular audits
o Designing Audit Portal to schedule audit, monitor & maintain
records.
. Create Project Scheduling - New implementation and Augmentation
. Switch Planning for TTSL NLD POIs as per AOP.
. Ensure Commissioning of new POIs as per the plan
. Co-ordinate Commissioning and De-commissioning of switching equipments
as per the plan
. Ensuring routing policy adherence, Process compliance.
. Report generation and Status reporting
. Issue handling, Route cause analysis, preventive and corrective
actions
. Develop technical & operational competencies in team Mates
Achievements:
. Achievement of TL9000 certification for TTSL.
. Lead Auditor (TL9000) certification from BVQI.
. Implementation of process adherence across technology division.
. Part of a team involved in implementing new routing plan in TTSL
Network pan India.
SENIOR MANAGER (NATIONAL NETWORK OPERATION CENTER) - DATA
ANALYST/PERFORMANCE/AUDIT
Reliance Communications (Mumbai, India)
September 2002 - April 2008
Profile: Reliance Communications offers a complete range of telecom
services, covering mobile and fixed line telephony including broadband,
national and international long distance services, data services and a
wide range of value added services and applications that enhances
productivity of enterprises and individuals.
Responsibilities:
. Monitoring of 24 AXE -10 based Ericsson Switches from NOC :
o Including 2 POPs, one each in Los Angeles & New York
o Provisioning EMs, SNTs, RPs & DIPs
. Technical Support :
o Call failure Analysis & rectification
o Decoding CCS7 messages for detailed trouble shooting.
o Defined & changed all types of (MSC) ILT related data like B-
Number analysis table, Route Parameters, forwarding analysis
table, routing case table.
o ASR Monitoring on NGN, analysis for rectification process of
call failure in NGN (Lucent Soft Switch)
. Planning of switch capacity and expansion based on the analysis of
traffic trend
. QoS (Quality of Service) monitoring & SLA (Service Level Agreement)
Management.
. ISO 9001:2000 certification:
o Maintainnce of process & procedures
o Conduction of Internal Audits
Achievements:
. Successfully completed ISO9001:2000 Lead Auditor's certification.
. Project of blocking unsolicited calls handled efficiently. Received
accolades for it.
SENIOR ENGINEER-CORE/CUSTOMER SUPPORT/ROAMING TESTING (IREG)
Hexacom India Ltd/Bharti Airtel (Jaipur, India)
June 1999 - September 2002
Profile: Hexacom India Limited (currently Bharti Cellular Ltd. Airtel) is
licensed Cellular Mobile Telephone Service provider in Rajasthan Telecom
circle.
Responsibilities:
. Conducted operation and maintenance of AXE-810 (APZ 212 30) based
Ericsson Switch, which includes monitoring, logging and necessary
rectification, if any, of alarms in both MSC & BSC
. Day to day operation & maintenance of NSS & BSS
. Prepared DT (data transcript) and subsequent definition of data for
loading new BTS sites and for rectification of fault
. Definitions of new cell sites (RBS 2000), RBS 2302 maxite integration
with BSC, addition of TRXs in operational cell sites
. Performed Software loading, and analysis of the faults
. Resolved Trouble Tickets involving direct interaction with subscribers
. Generated various network related reports on a daily, weekly and
monthly basis
. Conducting IREG Testing
Achievements:
. Part of Implementation Team in Switch upgrade
. Part of Implementation Team for Installation and commissioning of Pre-
paid and SMS system.
. Part of Implementation Team for Installation & Commissioning of second
MSC/BSC at Jodhpur
. Successfully carried out the final commissioning and integration of
the switch with the existing MSC/BSC at Jaipur with minimum down time
Institution: Tashkent's Institute of Electronics & Communication
Qualifications: Master of Science
Completed: 1998
Institution: Tashkent's Institute of Electronics & Communication
Qualifications: B.E. (Electronics & Telecommunications)
Completed: 1996
COMPLIANCE AUDIT
. Lead Auditor TL9000
. Lead Auditor ISO 9001:2000
APPLICATIONS
. NMS (Network Management System)
. Remedy - Used for TT raising
. WinFoil - O&M
COMPUTER SKILLS
. MS Office
. Advanced MS Excel
. Outlook
Reading, Gardening, Music, Sight Seeing, Cooking
Available upon
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