Shah Ashish Dushyant kumar109-Dev Kutir-II, Opp. Good Luck HallDaxini Society, ManinagarAhmedabad-380008Mobile: +91 92272 09761, Email: ashish77.shah@gmail.com / ashish.shah2@tatatel.co.in

Date of Birth: 17th May 1977

ACADEMIA

Master in Business Management from Gonverth University, London, U.K.

B.E. in Electronics & communications from Asian Institute of Management & Engineering 2010

Special Diploma in Power Electronics from Gujarat Technical Board 1988HSC from Gujarat Higher Secondary Board 1994

Professional Qualification:

PRINCE 2 Certified, KPMG UK

CCNA fundamentals Certified

Over view on MPLS technology certified

Programming in Oracle with D2K & SQL from NIIT 2003

Computer Hardware Course from GIIT 2004

Looking for position in Program/ Project management on Data Products /Operations/ Process Management/ Service Operations/ Business Development with a leading organization

Career Overview

Over 16 years of extensive experience in Project Management ,Business Development , Enterprise acquisitions in Data & Voice products, Service Operations, Sales & Marketing and Process Management across industries viz Telecom ,BPO, Office automation etc.

Experience in managing Large Projects of Data products (Carrier & Enterprise), Wire line solution implementation, operations/ processes ensuring compliance to SLA and laid down quality guidelines. Proficient in managing, motivating and leading teams for running successful business process operations with proven ability of achieving Service Delivery /Process Targets. Possess in-depth knowledge of Telecom Operations for Data, Voice and Non-voice, Nortel & Avaya systems. Adept at maintaining cordial relationship with customers, ensuring quality and service norms thereby achieving Revenue, customer satisfaction and business retention as well relations. An effective communicator with exceptional relationship management skills with the ability to relate to people in telecom organization.

Key Functional Skills

Program management

Responsible for managing Data products & Large projects / Wire line voice products. Ability to have implementation & solution of Wire line products for telecom to help management & team to strive better service & revenue enhancement. Also carried out six sigma project to improve process to enhance the revenue for company.

Implemented the Network of RAPDRP , CSITMS , Adani , Dept of Home , Dept of Education, Uninor / Videocon / Shyam systema / Aircel.

Operations/Process ManagementResponsible for managing teams to excel business targets & service delivery, support metrics.Providing resolution to internal-external clients for maximum client satisfaction.Conducting internal process audits & process reviews for ensuring strict adherence to the process parameters/systems as per defined SLA.

Service OperationsProviding post sales support to clients and providing technical support for problem resolution.Handling warranty/ guarantee issues and replacing parts wherever necessary.Ensuring maximum client satisfaction for repeat and referral business.Handling Voice & Non voice both the process simultaneously for Technical complaints.

Marketing / Business DevelopmentIdentifying key/institutional accounts and strategically secures profitable business by giving product presentations to prospective clients and generating enquiries.Reviewing and interpreting competition after in-depth analysis of market information for providing inputs to modify/ restructure sales strategies.Devising & directing implementation of strategies for product positioning, pricing and product life cycle management as against the competition.

Team ManagementResponsible for mentoring, coaching and appraising team members with active involvement in the recruitment process.Identifying need based training & developing plans to strategically run processes with minimum cost & maximum efficiency.

Professional Experience

Since Oct 2007 with Tata Teleservices Ltd as Program manager

Role: Working as Wire line ( Voice + Data ) program manager for Gujarat effectively to provide solution to the enterprise customers.

AccomplishmentsOutstanding performance to set up process at right time for Data products such as MEIS(ILL),MPLS,NPLC,DLC.

Major accounts such as RAPDRP , Adani , Dept of Police , Dept of Education, Uninor / Videocon / SSTL / Aircel / Chadnranet / Tikona implemented successfully during last 6 years.

Effectively managing the PO to CASH cycle for Enterprise customers for large Data productsHaving in depth knowledge of Data products implementation such as MPLS / NPLC / ILL As well lucent switch for Wire line l voice products such as PRIs, BRIs, Centrex, Widex, Broad band in terms of delivering the product to the customer & maintaining it end to end.In additional responsibility management has chosen as internal auditor for TL 9000 /ISO 27001 certification.Revenue enhancement to the company by Rs.4Crore additional every month by implementing carrier projects & enterprise solutions. Overall responsibility to carry out project as desire level from initial stage to desire level at customer end by following up with various vertical teams (Network / SCM / IT / Corp team).Also having monthly review with top management about the performance to inline with management expectations.Having good knowledge on the telecom soft wares as CRM, Epos, Metsolve , Lucent switch, Crystal BallUndergone professional training such as Effective problem solving , TL 9000 internal auditor , MPLS solutions , Network topology basics , Time management.

Achievements :

TL 9000 Internal auditor, Several significant achievement towards company’s goal on faster revenue encashment.

Mar’ 2007 – Oct 2007 with Tech Mahindra Ltd as Team Leader (BG2)

Role: Leading a team of 28 members for EBS, HNI & ABU processes regarding Tech complaints; working on CRM & Metasolv systems.

AccomplishmentsSignificant contribution in the set up of processes.Effectively liaised with the client and achieved targets in terms of KRA and SLA.Coordinated quality team & senior management for process improvement initiatives.Gained command on Nortel & Avaya systems for voice process in terms of AHT, SL & AL.Undertook Six sigma project for reduction of CPS.Streamlined & ABU Tech process for TTSL.Recognized as No.1 circle to meet Answer Level & Service Level beyond customer’s requirement.

Feb' 2004- Feb' 2007 with Tata Teleservices Ltd as Executive

Role: Managing the operations of the Technical team for Post & Pre paid business with Troubleshooting, Complaint Analysis & Reduction, MTTR & SLA monitoring.

AccomplishmentsMerit of being the part of the following activities;5 lnd 6 level migration121 call center shiftingWireless switch migrationWalky restriction Migration to Centralized BackendCo ordination with diff. Dept. across India with regards to nature of complaintsSuccessfully managed a gamut of asks viz;Troubleshooting for CDMA FWTs & Mobiles thru wireless Ericsson & Lucent switch, Data product, Enterprise products & Network Related issuesPrepaid Technical complaintsResolving issues in Leased Lines, PRI/ BRI Lines, Wire lines (Lucent Switch Related), WAP Services (Tata Zone), Java Applications (Brew Application), Ramomail, Internet on Mobile, FWT & wireline Like coverage shrinkage, low coverage, BTS related issues Received Employee of the month & Best HNI CCA award

Mar’ 2003- Feb’ 2004 with Power Pack Systems as In charge Sales & Services

Role: Accountable for the sale and service operations of UPS, Microtech Invertors & SMF Batteries in the Gujarat region.

AccomplishmentsAchieved a sales/ business growth of 20 %

Sep’ 2000- Feb’ 2003 with Power-Tek as In charge Sales & Services Role: Handling he sale and service operations of APC UPS, SMF Batteries & Computer Peripherals in the Gujarat region.

AccomplishmentsMerit of being the only Engineer in Gujarat to repair the Number one Multinational Brand.Accomplished a sales/ business growth of 25%Developed DGP & NDDB as well dealer channel network

Commenced career with Accel Ltd as Service Engineer as Jun’ 1998- Aug’ 2000

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