Debdip Sinha
Service Delivery Analyst
New Delhi
Summary of Career
1. Experienced in Order Management, Incident & Change Management-Service Delivery
2. Handling 150+ SMB accounts with Monthly recurring from 15k USD to 25K USD
3. Vendor Management, Lead to Cash Process, Account/Contract Management
4. Provided departmental support to Project Manager - Order Management I, II and III personnel for PEPSICO INTERNATIONAL – IT Services.
5. Work effectively and positively when under pressure
6. Self-motivated, Optimistic, Honest and sincere to my Duties
7. Work actively with Inventory, Warehouse and Freight teams to ensure efficient flow of customer orders within the core network.
8. Solicit cross-selling and up-selling opportunities within the customer care experience.
9. Prepare renewal documentations on behalf of Service Delivery Managers for customers.
10. Manage customer projects and oversee implementations for on time delivery.
Experience as Customer Support Associate
Concentrix Daksh Services India.
22 November 2013
08 March 2015
• Tasks of handling customer queries, feedback, complaints and request for AT&T Customers.
• Provide hands on support of customer care initiatives such as automated provisioning, online billing, order tracking and detailed account management for DSL, U-verse and Mobile.
• Solicit cross-selling and up-selling opportunities within the customer care experience.
• Completed and mailed bills, contracts, policies, invoices and checks. Matched purchase orders with invoices and recorded the necessary information
Experience as Service Request Manager
British Telecom
09 March 2015
11 February 2019
• Primary interaction points for the BTGS contract and business management community
• Raising quotes and orders for MPLS Circuit, ADSL, Ethernet, hardware and other IT services through various communication channels. i.e.: Cisco tool (CCW), BT tools, CRM.
• Provides departmental support to Project Manager - Order Management I, II and III personnel for PEPSICO INTERNATIONAL – IT Services.
Perform or drive OMS, EQMS data base clean up tasks’ completion (resolve discrepancies) during the proposal development process to drive greater order accuracy
• Work actively with Inventory, Warehouse and Freight teams to ensure efficient flow of customer orders within the core network.
• Coordinate material and finish products master data setup, validations and periodic maintenance perform regular business-related activities e.g. price and contracts updates, approval schemes.
• Create alignment between the Supply Chain and Field Operations teams for optimization and performance improvement of order execution.
Experience as Service Delivery Analyst
18 February 2019
• Perform ticket queue management and routing for Service Delivery. Customer Contact information, SSL Certificates. Manage contract renewal negotiations.
• Monitor and actively progress /chase open tickets within agreed time scales. Manage support requests and co-ordinate Rackspace Customer support teams to deliver within agreed timescales.
• Prepare renewal documentations on behalf of Service Delivery Managers for customers. Manage customer projects and oversee implementations for on time delivery.
• Analyse and documented all client requirements and business processes. Maintained detailed documentation of process flow diagrams and operational support.
• Prepared and updated presentations for Sales IT departments. Reviewed existing requests from sales fields and updated ITEM database records.
Bachelor 30 August 2013
Bachelor of Computer Application