Vartika Sinha

Managing global client relationships and coordination with customer and internal teams for smooth service delivery and project execution. End to end Project Planning and Coordinating activities and resources. Expert in preparing monthly billing, timely invoicing, collection of payments, sending billing data to customer on the 1st working day of month with almost negligible escalations. Attending weekly/daily customer calls & performing end-to-end scenario reviews to ensure on time delivery. Ensuring smooth on-boarding and off-boardings of the technicians. BGV, Compliance, training and onboarding as per customer process. Arranging backup plans of support engineers as and when requested by customers. Maintaining backfills pools of the projects. Monitoring SLA for the request raised by customer/PGMO and escalating to internal departments in case of any delay/SLA breach, keeping the customer informed on the latest progress to minimize the impact of the risks on the project. Preparing comprehensive action plans, including resources, billing sheets, and negotiation on the cost along with validation of the client billing and leave planner for field engineers. Managing project documentation and reports along with daily activity tracker and daily progress report (DPR). Validating the project margins every month to ensure an overall positive margin. Monitoring daily activity schedule and progress, Tracking the FTEs identify any variances, perform any required corrections. Effective communication with the field engineers/partners, joining daily/weekly calls and all the internal teams to ensure timely and increased productivity. Managing execution of the tasks as defined in the project plan to achieve the desired goals. Expert in communication with cross functional teams to improve customer service and escalate any pending/open items. Tracking daily attendance of the FTEs and ensure the sending of accurate data to customer. Responsible for overall project processes and delivera

Managing customer queries regarding Network/Billing issues. Proficient with tools like Decision tree, ICRM, HNV, TMS, ILMS, logme-in, and Knowmax. Troubleshooting router by taking remote access to check for possible problems. Taking regular follow-ups with the vendors and ensuring timely engineer visits. Dealing with escalations cases of the process, taking ownership of the cases, routing and redirecting the issues to the concerned department via calls/emails. Maintaining CSAT scores through regular follow-ups and resolving all the issues timely and quickly. Working as a bridge/first-level contact between the client and vendor by addressing all the issues and conveying/providing resolution. Maintaining excel sheets, creating data of customers, and performing an intense reconciliation of the process. Maintaining the service level by ensuring timely visits/resolutions.