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Jawed KhanCustomer Billing Operation Analyst

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JAWED ALI KHAN
House No-624E/6 2nd
Floor Mob: +91 9971888193
Govind Puri, Kalkaji, New Delhi -110019
Email: khanjawed17@gmail.com
Career Objective:
A competent Telecom & IT professional with 9 years of hands on experience. Seeking a position to utilize my
skills and abilities in an industry that offers professional growth while being resourceful
.
PROFESSIONAL EXPERIENCE
Orange Business Services India Solutions Pvt. Ltd., March 2010 - Till Date
Order-to-Cash Operations Analyst
Orange Business Services is one of the leading Telecommunication and Network Company in Europe and now
operating worldwide. It’s a subsidiary of France Telecom and has business spread over 220 regions worldwide.
KEY RESULT AREAS
• Responsible for day to day OTC operations which includes monthly telecom billing and revenue assurance
activities.
• Accountable for the ordering chain and billing execution for a customer contract and in liaison with the different
internal and external actors of customer contract.
• International billing management including reporting and claim management.
• Contribute to the billing accuracy and timely billing.
• Dedicated and customized service to the customer around the billing and reporting activities.
• In charge of the billing quality and of the customer satisfactions.
• Entrusted with the responsibility of maintaining 100% Billing Accuracy & Controlling the invoice production
efficiently as well as the Invoicing quality measurement.
• Functioning as a key contributor for cost assurance & Reject/discards management.
• Managing & Supporting ABU (Account Business Unit) OTC director/ manager in Revenue Assurance activities.
• Suggest and implement improvements of the OTC management of the contract.
• Ensuring automation and optimization of the existing reports and processes.
• Dexterously validating & executing billing for all kinds of Purchase Order received from the customer for
different services/region.
• To evaluate and identify enhancement strategies to improve results and performance, implement and monitor
quality assurance processes.
• Involved in billing analysis, working on billing preparation & validation, tools evolution, re-rating.
• Third party vendor (TPV) invoice management.
• Initiating cash collection process in collaboration with Account receivable team.
• Closely following up with the customer about the unpaid invoices for its timely payment and if there are any
outstanding issues related to it.
• Lead and Managing team of Analysts.
• Coaching, developing and establish succession plans for the team.
• Generate/follow-up actions with regards to reconciliation, SOX and other operating control execution related
activities.
1
Bharti Airtel Limited
Bharti Airtel Limited, one of Asia’s leading integrated telecom services providers with operations in India Sri
Lanka and Africa.
 Corporate Relationship Manager (CSD) - November 2008 to March 2010
• The Corporate Relationship Manager is responsible for managing the quality of services delivered to assigned
customers.
• To manage customer expectations and develop strong relationships. To be involved in post-sales activities across
the organization ensuring sustainable service delivery.
• Be the post sales/ implementation single point of contact (SPOC) for all customer service and quality of services.
• Manage end to end customer service delivery day to day operation for Enterprise customers.
• Periodic review meetings with clients to ensure service quality levels are as per SLA to handle their challenges and
grievances.
• Handled customer escalations and ensure timely closure of QRC related issues for Mobile and Fixed line
customers including technical issue.
• Building and maintaining healthy business relationship with clients, ensuring high customer satisfaction matrices
by achieving delivery & service quality.
• Review with account managers on action plan, MOM’s on CSR and administrating and achieving the
improvement plan.
• Review monthly customer feedback through customer review exercise.
• Organized several road shows and mega meets to attracts and show case products and business opportunities.
• Driving sales of products company paid and individual owned is assigned sets of accounts through channel
partners.
• Ensuring that provided retention tool has been configured in billing system and confirm back to customer.
• Assist for contract renewals and upgrade plan on the basis of new service/ product offerings to customer.
• Maintain good relationship and service quality at high level.
• Identifying and networking with prospective clients, generating business from existing accounts and achieving
profitability and increased sales growth.
• Ensuring timely payment of the invoices by clients, managing the collection of the account assigned.
• Visiting the escalated accounts for close looping of the concerns.
• Coordinating with various departments internally to get the cases closed of the team.
 Backend Operation (SMG) - September 2006 to October 2008
• Managed backend operations team for department Service Management Group.
• Taking care corporate customers activation process for Postpaid cellular services.
• Regular follow up with internal departments for resolution corporate customers issue and ensuring timely
resolution and close looping of the cases after sales service.
• Monitoring SLA and analyze the data and highlight these cases to higher authority.
• Daily briefing to the entire team by collecting updated information on product and process.
• Organize training for Corporate Sales Associate (CSA) team for smooth operation for corporate customers
in different areas.
• Handling Corporate Customer’s QRC (Query, Request and Complaint) via e-mails.
• Taking care escalations of the cases and responsible for timely resolutions of customer queries, complaints
and requests.
• Provide Root cause analysis for service failure, beyond SLA, provisioning error and network related cases.
• Imparting refresher / training sessions for product, process and service provisioning.
• Prepare MIS for FTR (First Time Resolution), NFTR cases for Query, Request and complaint.
• Sharing MIS & dashboard on weekly and monthly basis.
2
Professional Qualifications :
• MBA in Operation & Project Management from “EIMSR” India in 2014.
• ITIL@V3 certification in IT Service Management , India in 2012.
• Certificate in Computing (CIC) from IGNOU India.
Academic Qualifications :
• Graduation in Science from Utkal University, India, Odisha in the year 1999.
Personal Profile:
Father’s Name : Mr. BELAL KHAN
Date of Birth : 17th
Jun 1978
Marital Status : Married
Language Known : English, Hindi, Oriya & Urdu & Bengali
Passport No. : M-779858
Hobbies & Interest : Playing Cricket, Listening to Music
Nature : Social, Disciplined, Honest, Systematic, Workaholic
Dated: ...................... (JAWED KHAN)
3
4

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Resume_Updated

  • 1. JAWED ALI KHAN House No-624E/6 2nd Floor Mob: +91 9971888193 Govind Puri, Kalkaji, New Delhi -110019 Email: khanjawed17@gmail.com Career Objective: A competent Telecom & IT professional with 9 years of hands on experience. Seeking a position to utilize my skills and abilities in an industry that offers professional growth while being resourceful . PROFESSIONAL EXPERIENCE Orange Business Services India Solutions Pvt. Ltd., March 2010 - Till Date Order-to-Cash Operations Analyst Orange Business Services is one of the leading Telecommunication and Network Company in Europe and now operating worldwide. It’s a subsidiary of France Telecom and has business spread over 220 regions worldwide. KEY RESULT AREAS • Responsible for day to day OTC operations which includes monthly telecom billing and revenue assurance activities. • Accountable for the ordering chain and billing execution for a customer contract and in liaison with the different internal and external actors of customer contract. • International billing management including reporting and claim management. • Contribute to the billing accuracy and timely billing. • Dedicated and customized service to the customer around the billing and reporting activities. • In charge of the billing quality and of the customer satisfactions. • Entrusted with the responsibility of maintaining 100% Billing Accuracy & Controlling the invoice production efficiently as well as the Invoicing quality measurement. • Functioning as a key contributor for cost assurance & Reject/discards management. • Managing & Supporting ABU (Account Business Unit) OTC director/ manager in Revenue Assurance activities. • Suggest and implement improvements of the OTC management of the contract. • Ensuring automation and optimization of the existing reports and processes. • Dexterously validating & executing billing for all kinds of Purchase Order received from the customer for different services/region. • To evaluate and identify enhancement strategies to improve results and performance, implement and monitor quality assurance processes. • Involved in billing analysis, working on billing preparation & validation, tools evolution, re-rating. • Third party vendor (TPV) invoice management. • Initiating cash collection process in collaboration with Account receivable team. • Closely following up with the customer about the unpaid invoices for its timely payment and if there are any outstanding issues related to it. • Lead and Managing team of Analysts. • Coaching, developing and establish succession plans for the team. • Generate/follow-up actions with regards to reconciliation, SOX and other operating control execution related activities. 1
  • 2. Bharti Airtel Limited Bharti Airtel Limited, one of Asia’s leading integrated telecom services providers with operations in India Sri Lanka and Africa.  Corporate Relationship Manager (CSD) - November 2008 to March 2010 • The Corporate Relationship Manager is responsible for managing the quality of services delivered to assigned customers. • To manage customer expectations and develop strong relationships. To be involved in post-sales activities across the organization ensuring sustainable service delivery. • Be the post sales/ implementation single point of contact (SPOC) for all customer service and quality of services. • Manage end to end customer service delivery day to day operation for Enterprise customers. • Periodic review meetings with clients to ensure service quality levels are as per SLA to handle their challenges and grievances. • Handled customer escalations and ensure timely closure of QRC related issues for Mobile and Fixed line customers including technical issue. • Building and maintaining healthy business relationship with clients, ensuring high customer satisfaction matrices by achieving delivery & service quality. • Review with account managers on action plan, MOM’s on CSR and administrating and achieving the improvement plan. • Review monthly customer feedback through customer review exercise. • Organized several road shows and mega meets to attracts and show case products and business opportunities. • Driving sales of products company paid and individual owned is assigned sets of accounts through channel partners. • Ensuring that provided retention tool has been configured in billing system and confirm back to customer. • Assist for contract renewals and upgrade plan on the basis of new service/ product offerings to customer. • Maintain good relationship and service quality at high level. • Identifying and networking with prospective clients, generating business from existing accounts and achieving profitability and increased sales growth. • Ensuring timely payment of the invoices by clients, managing the collection of the account assigned. • Visiting the escalated accounts for close looping of the concerns. • Coordinating with various departments internally to get the cases closed of the team.  Backend Operation (SMG) - September 2006 to October 2008 • Managed backend operations team for department Service Management Group. • Taking care corporate customers activation process for Postpaid cellular services. • Regular follow up with internal departments for resolution corporate customers issue and ensuring timely resolution and close looping of the cases after sales service. • Monitoring SLA and analyze the data and highlight these cases to higher authority. • Daily briefing to the entire team by collecting updated information on product and process. • Organize training for Corporate Sales Associate (CSA) team for smooth operation for corporate customers in different areas. • Handling Corporate Customer’s QRC (Query, Request and Complaint) via e-mails. • Taking care escalations of the cases and responsible for timely resolutions of customer queries, complaints and requests. • Provide Root cause analysis for service failure, beyond SLA, provisioning error and network related cases. • Imparting refresher / training sessions for product, process and service provisioning. • Prepare MIS for FTR (First Time Resolution), NFTR cases for Query, Request and complaint. • Sharing MIS & dashboard on weekly and monthly basis. 2
  • 3. Professional Qualifications : • MBA in Operation & Project Management from “EIMSR” India in 2014. • ITIL@V3 certification in IT Service Management , India in 2012. • Certificate in Computing (CIC) from IGNOU India. Academic Qualifications : • Graduation in Science from Utkal University, India, Odisha in the year 1999. Personal Profile: Father’s Name : Mr. BELAL KHAN Date of Birth : 17th Jun 1978 Marital Status : Married Language Known : English, Hindi, Oriya & Urdu & Bengali Passport No. : M-779858 Hobbies & Interest : Playing Cricket, Listening to Music Nature : Social, Disciplined, Honest, Systematic, Workaholic Dated: ...................... (JAWED KHAN) 3
  • 4. 4