? Managing customer relationship through telephone calls and correspondence.
? Scheduling and conducting status meetings with appropriate development resources and customers.
? Measuring customer satisfaction levels.
? Developing and updating client related reports.
? Maintaining complete and accurate customer correspondence data.
? Answering product related questions from customers.
? Providing proper refund and compensation to customers on time (SLA waive off).
? Assisting sales team in business acquisitions, planning, retention and management. Identifying and developing problem solving methodologies to resolve customer issues on priority.
Besides the usual responsibilities of a Service Manager, I also dealt with voice issues of a rather technical nature:
? Proactively monitoring & troubleshooting International Network of TCTS (Teleglobe Canada).
? Analysis of voice quality related issues on TDM & VOIP Networks. Ex:-FAS prevention, PDD, FAX, DTMF, Distortion, Echo, CLI etc.
? Analysis of performance reports to improve ASR, Network Efficiency Ratio (NER), ACD of customers.
? Actively monitoring CPU utilization and various trunk groups, signalling links associated with customers.
? Analysis of call traces to troubleshoot call failures.
? Extensive Working experience on SONUS NGN.
? Applying proactive and reactive controls such as throttling, code blocking to avoid congestion and network failures during peak hours.
? Working on real time alarms and troubleshooting and reporting major alarms to various teams like ITAC and Routing.