Resume Name /Emp no

Name: Meena Shastri

Email : [email protected] Phone7387618005

OBJECTIVE

• Seeking the Position of Operations Manager. Strong Operational ,Analytical and

Numerical Skills. Exceptional Knowledge of Financial Management ,Strategic Initiatives
and Business Processes . Highly motivated and result driven, with an Experience in
Technical Support and Customer Service. Having the ability to work under Minimal
Supervision and to work in Multi-Shift Environment. Team Player and can work
effectively to meet deadlines. Looking for a new Challenge where I can enhance my
existing skills and continue my career with an organization that will utilize my Telecom
Knowledge, Quality & Leadership Skills to benefit mutual growth and success.

SUMMARY
• A multi-skilled professional with an efficient Track record of managing complex
functional projects in various environments.

• Vast experience of 10+ years in Customer Service, Assurance & Incident

Management.

• Negotiation expert and skilled in Cost Management and containment. Effective leader who
can Optimize production and Streamline Operations

• Currently associated with Tata Consultancy Services Mumbai, India.

• Worked for Telstra Project and interacted with clients from Australia, and US over the
course of the career Currently associated with NBN Project
• Lean Six Sigma Green Belt Certified
• Business Analytic Certified

AVAILABILITY
• Ready to relocate and join immediately

Experience Summary
More than 10+ years of Success with High profile technology companies in the field of
Collections and Telecom.

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Resume Name /Emp no

Professional Experience:

Tata Consultancy Services Ltd. (TCS): 25th September 2006 till Date

Job Profile: Assistant Manager

The details of the various assignments that I have handled are listed here, in chronological
order.

Project NBN Service Assurance (FTTB, FTTN and HFC Network)

Customer NBN Co Australia.
Period 01st May 2017 till Present (3 Years 3 months)
Description Team Management and oversees high-level HR duties, such
as attracting talent and setting training standards and
hiring procedures. Analyse and improve organizational
processes, and work to improve quality, productivity and
efficiency.
Responsibilities and • Including formulating strategy, improving
Skills performance, procuring material and resources and
securing compliance.
• Also handle capacity management and scheduling as
per the business requirement to ensure that
maximum amount can be produce in a given time.
• Strong Communication, Motivational and
Negotiation skills.
• Awareness of internal and external customer
requirement.
• Lean Six Sigma Green Belt Certified from
Organisation.
• Business Analytics Certified
• The Process comprise of the assigned incidents and
understanding the reason the ticket has been raised.
• Troubleshoot and provide resolution to Internal and
external Stake Holders.
• Asses multiple Incidents and report Network Faults
and escalate it to the NOC for further investigation.

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• Handles Rejects incident by providing suitable

solution and ensured it’s within process
specification
• Ensuring the Productivity for the team is in place
• Ensuring regular updates and Queue Status is
communicated on a timely basis in order to ensure
SLA is achieved
• Lean Six Sigma Green Belt Certified , Leading the
Project team since 2015 and have handled multiple
projects and closed successful Projects :-
• Automation (Notes Standardization for Quality)
• AHT
• Quality Score and CSG for Cost minimisation and
have drive rigorous performance and reduction in
variability/defects .
To develop organizational effectiveness in collaboration
with extended teams by delivering client business outcome.

Solution Environment Addressing the concerns raised on the ticket of work by

backend team. Coordinating with the field technicians to get
the fault fixed and services connected.

Project Telstra Australia (April – 2011 till May 2017)

Customer Telstra PSTN

Description Worked as a customer service representative for Held
Order Management (Copper Technology) and promoted as
SME on May 2012 till January 2014

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Responsibilities Worked for Telstra Australian Project from April 2011

which deals with Telecom based process PSTN where
started with as an associate complete Case Management
and need to provide end to end resolution to the customer
until phone line gets connected and to save CSG (Customer
Service Guarantee) payment and was promoted as SME
(Subject Matter Expert) for outbound and inbound process.
As an SME have coached and provided feedback to new
associate and bottom quartile associate with the proper
structural plan of action with the refresher sessions and
assessments to understand their process knowledge,
Coached the newly joined team members with respect to
process knowledge and functioning of the team. Also,
coached team members on updates concerning the process.
Prepared Daily process based and the Daily Operations
reports in the absence of Team Leader
Monitoring Calls of the new agents & give them instant
feedback to improve their call Quality.
Have also got opportunity to manage a team in the absence
of team leader and I’m very much well versed with the roles
and responsibilities of the team leader with the people
management skills.
Was also the part of transactional process for TB in Pune
from Feb 2014 till April 2014 where have set up the process
including training and OJT.
Have also been recognised with reward and recognition
twice in six months in the year 2013 and 2016
Promoted as Team Leader on February 2014 till April 2017

Handled a new Project NCIT (New Connections Interim

Teams) and have shared the knowledge for the
enhancement of the project as it basically deals with CSG
(Customer Service Guarantee) as per Australia law if Telstra
unable to provide phone line connection to customer they
have to pay this amount to the customer if no interim
(temporary connection for phone line) offered to the
customer. Have also trained new batches for this process
(NCIT) and ensured that they are well trained and equipped
with the knowledge of the process.

Solution Environment Understanding customers’ requirements and offering them

with the right solution in a prompt and dignified manner.

Project Citi Cards Upselling (Sept – 2006 till April 2011)

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Customer Citi Credit Cards

Description Worked as a customer service representative for Citi Credit
Cards Upselling and promoted as SME on Sept 2007 till
April 2011
Responsibilities Worked for Citi Credit Cards Upselling from September
2006 and was promoted as SME (Subject Matter Expert) for
outbound and inbound process.
As an SME have coached and provided feedback to new
associate and bottom quartile associate with the proper
structural plan of action with the refresher sessions and
assessments to understand their process knowledge,
Coached the newly joined team members with respect to
process knowledge and functioning of the team. Also,
coached team members on updates concerning the process.
Prepared Daily process based and the Daily Operations
reports in the absence of Team Leader
Monitoring Calls of the new agents & give them instant
feedback to improve their call Quality.
Have also got opportunity to manage a team in the absence
of team leader and I’m very much well versed with the roles
and responsibilities of the team leader with the people
management skills.

Have also trained new batches for this process and ensured
that they are well trained and equipped with the knowledge
of the process.

Solution Environment Understanding customers’ requirements and offering them

with the right solution in a prompt and dignified manner.

• Worked with CFCI from 5th December 2005 to 15th September 2006

JOB DESCRIPTION

Customer relationship associate for outbound collections for Mortgage

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• Worked with Aims InfoTech & Telecommunication Service Pvt Ltd From 22nd January
2004 to 26th February 2005

JOB DESCRIPTION

Tele sales Executive

• Worked with Zenta Pvt Ltd From 6th March 2005 to 1st December 2005

JOB DESCRIPTION

Customer relationship associate for outbound collections chase.

Education Qualification:

B.A - University of Mumbai - 2003

H.S.C - Mumbai University - 2000
SSC - Maharashtra State Board - 1998

Key Competencies & Skills

My Competency Profile and my soft skills includes the following

• Take initiatives and work in a team.

• Well organized, can meet timelines and work well under pressure.
• Flexible attitude, with good human relationship skills.
• Prepared to undertake greater responsibilities and accept fresh challenges.
• Comprehensive problem eradicating abilities.
• Successfully Conducted Training programs to new hires, Imparting Product and Process
Knowledge.
• Awarded consistently for good Quality scores and Best Team Leader.
• Proactive Contribution in setting up Company’s Workplace in a new location.

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• Headed a Team of new joiners, mentored to help them achieve desired Quality work
expected by the Organization
• Provided Feedback and training sessions if required that derives better Team
Performance.
• Willingness to Learn

Skill Proficiency
English Good
Marathi Good
Hindi Good

Personal Details

Date of Birth 18th March

Gender - Female
Marital Status - Single
Nationality - Indian
Language Skills - English, Hindi, Marathi
Location - Kandivali Mumbai – 400067

Declaration:

I hereby declare that all the information mentioned above is true and correct to the best of my
knowledge.

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