Gunjan Chandrakant Trivedi

B-***, Devyana Residency, Opp. Shyam Villa-2, Gymkhana Road, South Bopal, Ahmedabad, Gujarat 380058 Call: +91-903*******, +91-937*******: ad3hwd@r.postjobfree.com :ad3hwd@r.postjobfree.com Executive Summary

# Possessing comprehensive knowledge of Project & Service Management and having experience of almost 15 years. Experience of working with all cross functional teams, OEMs, service partners, and customers to achieve key business objectives in stipulated time frame and budget.

# Natural leader, driven to motivate teams to exceed goals while under pressure. Effectively lead and managed multiple projects and team by demonstrating behavioral, motivational and management skills. Applies analytical and critical thinking skill to solve complex operation problems.

# Passionate about quality, safety and customer satisfaction. Drive and support change management for process improvement and cost saving through six sigma quick projects and applying lean management practice in routine.

# Believe in constant learning and development through innovation and collaboration. Core Competences

Customer service Conflict Resolution Situational leadership Continuous Improvement Project Management Churn Management Vendor Management Root cause Analysis Professional Experience

State Lead – Enterprise Solution and Service Delivery February 2022 to till date

Reliance Project and Properties Manpower Services Ltd (RJIO), Ahmedabad, Gujarat Service Management

- Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary.

- Taking ownership of critical incidents, coordinating with concern parties, and establishing effective communication between stockholders.

- Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery.

- Developing a deep understanding of projects to gain insights into the scope of service delivery.

- Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization.

- Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades.

- Leading personnel management, including staff recruitment, training, and mentoring. Facilitate execution of revised policies and process bases on new requirement of Business or HQ team and suggesting actions and changes require to Vendors and SCM team.

- Managed Execution of IOCL – SDWAN dual ODCPE project and successfully executed clear front which is 92% of overall scope.

- Handled critical project execution (BFSI) and avoid jeopardy by introducing new products, subject matter experts and onsite support through vendors and client.

- Providing accurate and regular reports to the management on performance of the service delivery team. Regional Lead - Project Management

September 2015 to November 2019

Tata Teleservices Ltd, Ahmedabad, Gujarat

Program Manager / Vendor Management

- Increased efficiency by evaluating team performance, re-organization, training and clearly identifying roles, responsibilities, standards of performance.

- Manage all projectsand vendors while performing regular cost savings analysis and compliance reviews.

- Responsible for project reporting to all stack-holders and timely escalation to adheredeadline.

- Increased effectiveness by mentoring, guiding, and inspiring team members.

- Ensured vendor SLA compliance for key contract deliverables based on agreed contract.

- Made contract Changes and Amendments by clearly defining scope, responsibilities and schedules to match businessacceptations.

- Conduct quarterly vendor reviews to address issues and explore new opportunities to improve program profitability.

- Utilized existing reports and created new reports to monitor vendor performance and designed new vendor scorecard.

- Regular interlock with SCM, Vendors and W/H teamfor material planning and Inventory management to avoid exigencies or stock out conditions.

- Ensure regular trainings and audits for Vendor team to ensure process compliance, product Knowledge to achieve optimal level of service for end user.

- Took new initiatives and align across cross-functional teams and vendors for optimum utilization of existing infra, remote monitoring of LM, ease of material availability, capex reduction, P2MP roll out.

- Facilitate execution of revised policies and process bases on new requirement of Business or HQ team and suggesting actions and changes require to Vendors and SCM team.

- Managed critical projects to avoid jeopardy by introducing new product/models, subject matter experts and onsite support through vendors.

- Drove projects to improve TAT for UBR LM service delivery and introduce ‘3Day delivery’ first across nation.

- Conducted regional Process and Quality audit on regular bases – Quarterly and Yearly. Circle CustomerService Manager – Project &Operation March2013 to September 2015

Reliance Communications Ltd, Ahmedabad, Gujarat

Customer Lifecycle Management

- Service Delivery – CAF verification and evaluation (Technically & Financially), Project Screening, Scheduling, Implementation, Co-ordination, Customer Communication, Monitoring and Controlling, closer, and Signoff.

- Service Assurance - Tech-check, CSAT survey, Fault SLA compliance, Customer communication.

- Revenue Enhancement - Recurring Business, New Business through referrals.

Leading a vendor team with a proven ability to train, supervise, motivate and evaluate service delivery, field operations and sales support.

Ensuring day-to-day operations runs smoothly.

Ensure the project milestones are meet.

Identifying and implementing best practices to increase the performance level.

Prioritizing and managing recourses through vendors to meet goals.

Managing operations in complex structure and multiple vendorsenvironment

Seeking ways for adding value to existing work areas.

Improves customer service quality results by studying, evaluating, and re-designing processes.

Solving disputes and complains in a professional manner and within guidelines.

Exercising a mature and tactical approach for resolving issues by putting customers at ease.

Fully committed to providing the highest possible standards of service and support for resolution of escalated issues.

Ensuring workflow efficiencies, customer service excellence, and quality assurance. IT - EDP Manager

December 2010 to February 2013

ShreenathInvestment, Ahmedabad, Gujarat

Installation, configuration, administration, securing and troubleshooting of network infrastructure including LAN, MPLS, security and Networking devices.

Keep high uptime of the Network and maintaining and documenting the network including structured cabling.

Follow procedures and routines for purchasing equipment and software: request quotations, get written approval, sign delivery note, check delivery, report discrepancies and approve invoices before payment.

Administration and management of windows workstations: install/update software, support and help-desk for users, troubleshooting, routine checks and monitor software installations. Customer Service Manager

September 2006 to November 2010

Reliance Communications Ltd, Ahmedabad, Gujarat

Service Delivery

Directing and monitoring a team for CAF verification, CAF entry, tele-calling, CAF postingand record maintenance.

Managing all operations from Serviceorder generation to service provisioning at field.

Expedite feasibility issue and new hardware augmentation.

Regular reporting delivery performance and quality of installation.

Co-ordination with other departments and workgroups for issue resolution and faster service installation.

Directing the LMs, CMP-FA Lead, and LBAs for streamlining the delivery process.

Adhering the organizational policies and procedures.

Looking after MIS generation, refund process, waiver validation, CRM / OMS system management, CAF archiving and customer communication.

Providing training to delivery team for better understanding of process guidelines and policy changes.

Identifying the areas of improvement and reporting to internal teams and customer for preventive action.

Ensuring SLA compliance by regular checks, identify areas of non-compliance & evaluate to address the same.

Building a teamwork environment for encouraging hard work and cooperation within a team. Service Assurance

Analysis of fault reports (SLA, TAT and repeat faults) to review performance of field team and NOC team.

Reporting of Network Performance and fault analysis to NHQ.

Responsible for customer communication in case of general outages and other issues.

Flashing the dashboard and issue taker for ongoing Issues.

Process improvement and west elimination by using Six-sigma and Lean Management approach.

Done six-sigma yellow belt project for Service Retention at circle level.

Worked as SPoC for RA dispute monitoring and waiver validation.

Worked as Nodal officer for Telemarketers - NDNC registry, Gujarat.

Participated in VTM cell inspection - Dec’2009.

Core member for ISO 9000:2000 audit.

Participated in TRAI audit - Nov’2009.

Participated in for TL 9000 audit - Nov’2008.

Projects

Project Manager

November 2007to November 2010

Reliance Communications Ltd, Ahmedabad, Gujarat

Improvement in Voluntary Retention (six sigma project -DMAIC approach).

Outsourcing of CAF archiving.

Outsourcing of SD activities

Achievements

Best Service Delivery Manager of JFM’15 Quarter

Best Service Assurance Manager of JAS’10 Quarter

Appreciation from CEO, Gujarat for Designing and rolling out of Customer Retention Model. Appreciation form NHQ Service Assurance Head for preparing payout model for Outsourcing Agencies. Appreciation from CEO, Gujarat for successful delivery of 1st Gig circuit of Gujarat at single location. Achieved QUICK Certificate for ‘UBR I&C LM TAT improvement’, FY’16-17. Appreciation from SD Head for driving successful introduction of New Product on field with SAT acceptance,Oct-16. Become a part of Hi-Fliers twice by implicating highest numbers of UBR LM links in single months, July’17. Education

University of Tripura (ICFAI), 2012

Master of Business Administration: Financial Management, (Financial Management, International Project Management) First class with distinction.

University of North Maharashtra,2006

Bachelor of Engineering: Electronics and Telecommunications, First class with distinction.

Certification

Six Sigma - Yellow Belt

Diploma in Lean Management

Basic of Book-keeping and accounting Computerize Accounting – Tally - ERP 9 Quick Certification

®

for continuous improvement

PMP

®

Certified (ID – 2753379) from PMI for 'Project Management Practice and Knowledge' Training

Situational Leadership Effective Communication Adventure in Attitude Customer Service People Connect & Presentation skill Conflict Resolution Business Etiquette Transactional Analysis Whale - Done Service Partner Management

Personal Profile

Date of Birth: 1st January 1982

Gender: Male

Marital Status: Married

Language: English, Hindi, Gujarati.

Reference

Available on request

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