Divina Gracia Dave

• Responsibilities included driving cross-functional teams to exceed customer expectations in delivering service on or before customer’s desired due date for service. This required an understanding of customer needs and the ability to optimize workflows and to adapt to changes in a project’s scope and risk mitigation. Successfully created and shared with customers project plans that guided the execution of deliverables.
• Additional duties as assigned such as creating a Design for voice service specific for BYOB (Bring Your Own Bandwidth) network connectivity with delivered phones, MS teams, Webex. Configuring the phones and features in our system making sure it is working properly.

• Manages day-to-day operations of Order Management Team under a US Telco Account and focuses on exceeding Client's expectations and meeting all SLA's and KPl's

• Conducts Team Huddles to discuss team's performance overview, lessons learned from recent issues, and share process/ company updates

• Monitors the inflow and outflow of the of the team's volume and assists the team members for urgent/ escalated issues

• Serves as Escalation Point of Contact of the Order Management Team; works with the client, external customer, internal departments such as Sales Team, IT Team, Provisioning Team and Activation Engineer to address the issue and drive for resolution and order completion

• Responds email inquiries, joins external calls and presents Service Improvement Plans to the customers as needed with corrective action plans way forward

• Performs Root Cause Analysis and studies trends to identify painpoints for the past months and collaborates with other teams for improvement and action plans

• Collaborates with Training Team to provide process observations/ process changes for Learning Albums/ Documents be up-to-date

• Conducts Collaboration Calls with internal teams to identify issues and come up with Action Plans for resolution

• Conducts one-on-one coaching sessions with team members for process improvement and mentor them for individual and professional growth

• Conducts training for new hires and refresher sessions before they go-live to production.
• Conducts knowledge transfer to tenured processors being upskilled to a new product
• Assists team members on analyzing and resolving complex issues on the customer's resolution
• Individual contributor to achieve process improvement.

• Works on the order request upon receipt from the Sales Team and verifies with the customer for the order accuracy

• Manages the end-to-end implementation of VoIP B2B customers' projects within the required delivery timeline

• Serves as Point of Contact between the customers an Internal Teams

• Sets proper expectation to the customer including the milestones that needs to be completed to deliver the services

• Hosts Weekly Customer Calls to provide the latest status of the project