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About

Customer Service and Service Delivery professional with 10+ years of experience across enterprise customer management, customer experience, service operations, escalations, SLA/KPI governance and cross-functional service delivery in telecom environments. Experienced in managing 25+ enterprise customer accounts, handling 150+ high-priority service and billing cases monthly, and coordinating with Technical, Provisioning, Billing, Finance and Engineering teams to drive timely resolution.

Experience4

  1. Customer Service Manager

    Apr 2024 — Jan 2026

    HCL Technologies Ltd.

    Managed end-to-end customer service and post-sales service delivery for 25+ enterprise telecom accounts. Coordinated resolution of 150+ high-priority service and billing cases monthly, ensuring timely communication and closure across internal teams. Maintained approximately 95% SLA adherence through continuous monitoring of service requests and escalations.

    • Managed 25+ enterprise telecom accounts
    • Handled 150+ high-priority service and billing cases monthly
    • Maintained approximately 95% SLA adherence

  2. Team Leader – Enterprise Operations

    Jan 2022 — Mar 2024

    TurningPoint Software Solutions Pvt. Ltd.

    Led a 14-member enterprise operations team supporting approximately 300+ telecom service requests monthly. Maintained approximately 96% SLA compliance through workload monitoring and regular performance reviews. Managed customer and internal escalations, ensuring clear ownership and timely resolution.

    • Supported approximately 300+ telecom service requests monthly
    • Maintained approximately 96% SLA compliance
    • Contributed to a 15% reduction in repeat operational errors

  3. Supervisor

    Apr 2020 — Dec 2021

    TurningPoint Software Solutions Pvt. Ltd.

    Supervised day-to-day enterprise service operations, monitored workload and escalations, and supported team members in resolving complex customer issues. Coordinated with internal stakeholders to ensure timely processing of service requests.

  4. Provisioning Analyst / Senior Analyst

    Mar 2014 — Mar 2020

    TurningPoint Software Solutions Pvt. Ltd.

    Managed telecom provisioning activities and enterprise service requests with focus on order accuracy and timely processing. Supported ASR/MACD-related workflows and coordinated with operational teams to resolve provisioning fallout.