Tech Support Contact Center

Vaibhav Srivastava

Westborough, MA +1-636-***-**** advdq5@r.postjobfree.com

Summary

Experienced Professional with a demonstrated history of 17 years working in the telecommunications industry. Skilled in Management, New Product Development, Customer Experience, Contact Center Automation, B2B Digitization, Digital Transformation, Agile Application Development, and Telecommunications.

Experience

BHARTI AIRTEL LTD. (NEW YORK/INDIA) SR. MANAGER PRODUCTS SEP’14-SEP’22

New Product Development

B2B Products : SDWAN Work from Anywhere NaaS SaaS Cloud Cyber Security

·Led the new product development program for one of the largest Telecom in India, Airtel Business.

·Led cross Functional Teams to define processes for end-to-end customer lifecycle stages - discovery, acquisition, fulfillment and Support.

·Introduced NPD’s -Alpha, Beta, Launch and Scale Framework to standardize and ensure first time right Product launches.

·Aligning Operations, Sales and Marketing team on the Go to market strategy to scale existing and newly launched products to cater both SMB, Enterprise & Global markets.

·Define actionable metrics to measure NPD performance against business objectives, monitor periodically and frequently to identify gaps quickly, and execute improvement opportunities.

Digital Product Management

Contact Center Automation: Unified Omni Channel Customer Exp

Impact: Reduction of 27% network faults saving 300 K $. Reduced cost to serve by 30% with 20% increase in operational efficiency.

Product Manager - Decision Tree:

·Developed “Contact Center as a Service” based tool for streamlined troubleshooting with guided flow and proactive fault identification by NOC Engineers.

·Integrated REST and SOAP based API and automated the existing network (Netcool, Vigayan) and CRM Systems (SFDC, Service Now, CRM) systems to adept troubleshooting automation that executes repetitive tasks based on predefined workflows.

Product Manager - WFM Mobile and web App:

·Developed Decision Tree integrated Mobile App for Network engineers on the field, resulting in cost savings of 2.5 K USD .

B2B Digitization Lead : IVR Automation:

·Automated and deployed Avaya contact center technology solutions with Decision Tree thereby reducing the human loop for ticket creation and enabled self-help through IVR.

B2B Digitization lead : Email Automation:

·Integrated and Implemented AI-powered Unified-CXM Sprinklr software with Decision Tree enabling all customer-oriented functions in front office management reducing 150 K emails to 60k & productivity increase by 30%.

Product Ops : “Airtel Thanks for Business Portal”

(https://www.airtel.in/business/thanksforbusiness/login/)

·Served as primary interface with the product owners, engineering team, and design team to define solutions, including go-to-market and post-launch feedback loops.

·Responsible for Customer onboarding, registration, and log-in to increase Digital adoption of new and existing customers.

·Track, review, and develop performance through Digital analytics (Tableau) and in-depth data analysis of customer and business impacts of new features and enhancements.

·Engaged with Digital Marketing vertical for Internal & External Communications.

·Conducted Nationwide webinars with business and customer leadership to increase collection by 100 MN during Covid times.

RELIANCE GLOBALCOM LTD. (INDIA) SERVICE DELIVERY MANAGER JAN’11-SEP’14

·Responsible for Various Global Accounts, namely- Deutsche Telekom, SingTel, BT, Videocon, etc.

·Understand the customer's culture, business needs, expectations, and priorities and shape the service accordingly.

·Liaise with Client Engagement Management and Sectors to develop areas of additional business.

·Develop and deploy a proposal with scope, approach, cost & timeline for the detailed offshore infrastructure projects.

·ITIL V3/V4 based Performance & Quality of service, Incident Management Problem Management, Change management.

·Coordinate with Service Management, Incident Management, Change Management, and Configuration Management to ensure correct and consistent data is provided to the Problem Management Process.

BHARTI AIRTEL LTD. (INDIA) TEAM LEADER- NOC NOV’08-JAN’11

·First point of contact and responsible for managing all Major Incidents / internal or external Escalations / Change Requests / Service Delivery for Enterprise Customers and Carriers (both Domestic and International.

·Process designing, implementation & streamlining, and strategic planning. for business improvement and new ventures. Monitor customer care and support activity for CSAT & NPS.

HCL TECHNOLOGY LTD. (INDIA) PERFORMANCE IMPROVEMENT COACH JUN’06-OCT’08

·Coordinated project-wide efforts to ensure that performance improvement and quality improvement (QI) programs are implemented and monitored.

·Liaise with Client Engagement Management and Sectors to develop areas of additional business.

WIPRO TECHNOLOGY LTD. (INDIA) TECH SUPPORT JAN’06-MAY’06

·Tech support executive for US client Washington Mutual Bank employees.

IENERGIZER LTD. (INDIA) TECH SUPPORT JAN’05-JUN’05

·Tech support executive for US clients.

Education

MBA- INFORMATION TECHNOLOGY JUNE 2012 AMITY UNIVERSITY-NOIDA

BACHELOR’S IN SCIENCE JUNE 2004 CSJM UNIVERSITY-KANPUR

Skills & Abilities

·Program Management

·New Product Development

·Digital transformation

·Contact Center Automation

·Customer Success Management

·B2B Business Consulting

Certifications

Professional Scrum Product Owner

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