Nijil Pcr
Service Delivery Ops Senior Analyst
Chennai
Summary
14 Years of experience in Network Operations Order management, and Customer relationship management in telecom process.
Overview
15
15
years of professional experience
3
3
years of post-secondary education
Work History
Service Delivery Ops Senior Analyst
Accenture
Chennai
07.2012 - Current
- Company Overview: Completed 12 years in Accenture and worked in Telecom Network Billing process
- Co-ordinating with client and updates the process deliverables based on business alignment
- Monitored operations to ensure employees followed relevant procedures and worked towards defined Key Performance Indicator (KPI) targets
- Responsible to manage the End to End Billing for 1000+ customers and covering across the regions and maintain accuracy for 100% consistently
- Review the contract agreed with the customer in terms of the payment terms, credit period, credit limit, discounts, penalties for non-payment and contract end date and accordingly follow up with customers for payment collection
- Managing the customer profile creation and modification
- Perform pre-bill validations and share anomalies with billing operations team
- Perform audits of the accuracy of moderately complex billing information entered in the system and monitors the operation of the billing systems
- Bill Production & E-Billing Validation, Invoice Distribution Validation and Perform Custom solutioning for Billing requirements as need
- Monitor customer issues and ensure they are fixed on timely basis so payment can be collected within credit term
- Resolved complex customer Queries, disputes and complaints
- Conducting daily audits on billing activities to ensure quality control and eliminating revenue loss
- Be part of client co-innovation projects to delivery the key initiatives (touchless order platform)
- Support UAT and share testing results
- Develops solutions to tactical billing issues and works with systems design to implement new features
- Led staff meetings to delegate tasks, assign workloads and communicate changing priorities
- Maintained excellent employee relationships by cultivating supportive, positive and helpful working environment
- Offered constructive feedback to employees in response to quality assurance measures, ensuring consistently exceptional service
- Monitored operations to ensure employees followed relevant procedures and worked towards defined Key Performance Indicator (KPI) targets
- Planned employee workloads and delegated tasks strategically to meet seasonal fluctuations in demand
- Completed 12 years in Accenture and worked in Telecom Network Billing process
Customer Relation Support
Reliance
Chennai
06.2010 - 05.2012
- Worked as a customer relation support 2 years in telecom operations
- Responsible for handling the customer query management
Education
B.Sc - Maths
Presidency College
Chennai 01.2007 - 01.2010
Skills
- Order Management
- Reporting and Presentation
- Communication and Team Leadership
- Innovation and Process Improvement
Tools handled
- CUBS (Customer billing tool/Mainframe)
- CARA
- Oracle
Timeline
Service Delivery Ops Senior Analyst
Accenture
07.2012 - Current
Customer Relation Support
Reliance
06.2010 - 05.2012
B.Sc - Maths
Presidency College
01.2007 - 01.2010
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