Mansi Ghai_Career Profile

1. Mansi Ghai
Customer Operations Leader

2. About me
I am passionate about bringing great customer experience
through my customer support and technical abilities. This
enables me to identify, acknowledge, relate and escalate
customers concerns, ideas and suggestions to ensure its
resolution and implementation.
I have over 7 years of experience in different customer
operational and technical roles within Telecom.
A knack for constantly changing cellular technologies serves
me as a medium to connect with different aspects of Telecom.

3. Skills & expertise
Technical
Support Management Customer
Experience
MS
Office

4. Accomplishments

5. Operational
Readiness Testing
Ran Operational Readiness
Testing for newly launched
phone models, system releases,
applications, mobile services
and processes along with
migration of more than 250K
customer base from Public
Mobile CDMA to TELUS HSPA
network in May 2014

6. Management Capacity
Managed daily operations for
technical, customer support, and
porting teams with 20+
employees, ensuring service
level agreements and quality
targets were reached and
sustained
Identified, trained, empowered,
and cultivated excellent long-
term relationships with 15+
power users, ensuring their
commitment to providing relevant
content and helpful responses to
other community members
Technical Capacity
Created and maintained training
documents for call centre and
technical support team for
different products and services
Supervised outage notifications
and customer communications for
technical issues, including
publishing of technical tips
and tricks newsletter
Managed Number Porting daily
operations including training,
escalations (PAC) and reporting
to meet industry standards

7. Career
highlights
Community Manager
Public Mobile : Toronto, ON
2014 - 2015
Technical and Customer Support
Manager
Public Mobile : Toronto, ON
2010 - 2014
Client Care Team Lead
Volt Technical Resources (Client -
Apple) : Toronto, ON
2008 - 2009
Technical Support Rep
SITEL (Client - T-Mobile) :
Toronto, ON
2007 - 2008

8. Contact
Mansi Ghai
647.764.5333
mansighai22@gmail.com
https://ca.linkedin.com/
in/mansighai