Riya Routh has over 5 years of experience in commercial management and service request management at British Telecom in Kolkata, India. She has experience supporting major customers and leading a team. Her roles have included vendor management, procurement, invoice processing, and managing service requests from inception to delivery. She holds a B.Com degree from Burdwan University and has received several awards and recognition for her work.

1. RIYA ROUTH
Mobile: – +91 9985565806/+91 9051068818 / E-mail Id: - riyar.129@gmail.com
Career Objective
To use my knowledge and skillsin themost innovativeway in a challengingand creativework
environment for the benefit to the organization of which I will be a team member.
Experience Profile:
 An accomplished professional with 5 years of experience in Commercial Management and
Service Request Management including Purchase Order management and Vendor
Management.
 Currently associated as Subject Matter Expert i.e., Process Lead with British Telecom.
 Acquired exposure to work in global environment and supported customer like Novartis,
British United Provident Association,Walgreen Boots Alliance, John Lewis Partnership,British
Petroleum, Kingfisher UK, TCS UK.
Career Chronicle:
 Organization: British Telecom
Place: Kolkata
Tenure: Since7th April 2014
 Organization: Genpact
Place: Kolkata
Tenure: 9th December 2011 to 2nd April 2014
Work Experience:
 Overall businessownership with cross functional responsibility covering,ServiceDelivery &
Assuranceteams.
 Responsiblefor managingall "executive escalations"and workingwith the internal teams for
resolutions.
 Ensuringcustomer satisfaction index is on or above target.
 Accountable for contractual SLA management, periodic executive reporting, quarterly
accountreview with executive teams.
 Ensuringcontractcommitments aredelivered within cost targets.
 Responsiblefor working closely with the selected supplier and managingthe companies’
procurement activities.
 Perform costestimatingactivity for customer RFQ’s.
 Oversee telecommunication invoiceprocessingvia a third-party invoiceprocessingsystem.
Review and audittelecommunication vendor invoices. Ensure invoices arebilled accurately
for services atcontracted rates and proactively address all discrepanciesin a timely manner.
Identify unauthorized charges.Claimdisputes with vendors as necessary,and manage to
resolution
 Vendor Management and identify preferred suppliers/partners for cisco equipment,
professional services by conductingsupplier/partner data management exercise.
 Reviewing supplier proposalsfor competitivepricing,lead time and quality.
 Monitoringvendor delivery time to meet customer required date.
 Processing supplier payments and invoices.

2.  Resolvingdisputes and claims with vendors and suppliers.
 Establish & maintain strongworkingpartnerships with key suppliers.
 Work in coordination with ProjectManagers to provide support for the Request for Change
(RFC) from inception to delivery.
 Promoting best practiceacross thecompany.
 Manage Service Request raised by Customer to perform change at customer Site and
manage order for Telecom Products till request closure.Categorization of the Service
Requests - Catalogue,Simple and Complex.
 Followhigh level process of Change Management from Validatingthechange request,
Process Design,Costing& Pricing,seek Customer’s commercial approval,Ordering Telecom
Products/Service,Implementation of the request, Request Closureand Customer Billing.
 End to End journey of SRM (Service Request Management) for UK and International
Products.
 Identifyingrisk profileand opportunity potential in terms of profitand revenue growth.
 Manage contract’s Profit& Loss, drivingprofitimprovement plans and revenue growth.
 Manage customer by organizingperiodic reviews to discussand work towards the resolution
of any ongoingissues.
 Team Management:
 Leading Service Request Management and Commercial Delivery team.
 Monitoringthe performance of the team members accordingto the agreed standards and
take necessary actions to communicate, adviceand assistaccordingto performance level.
 Identify bottom performers and work closely with them to come up the learningcurve.
 Regular coachingand mentoring sessions/meetings with the associates.
 Communicate the change timely and accurately.
 Encourage team to challengethe current process and identify better ways of performing an
activity or task.
 Take one to one with the associates as functional lead.
 In caseof an escalation performa detailed Root CauseAnalysis to identify the sourceof
issue.
 Identify opportunities for pickingup more work in the contractand thus showcasing
efficiency.
Tools:
 Expedio OM, IM and SSR - BMC Remedy Action Request System for Order Management /
IncidentManagement
 BFG IMS - Inventory Database.
 Diplomat - Resource booking.
 CSS / COSMOSS –DOS based mainframe tools.
 I-Buy and GFP - Oraclebased procurement tool.
 Markview: Oraclebased supplier invoicemanagement.
 SAP - Vendor profilemanagement and invoicingtool.
 ISOS - International ShippingOrder System
Awards and Recognition:
 2 times Best SME – Certificateand Cash award FY 2015-2016.
 Best Associate- Certificateand Cash award – FY 2014-2015.
 Awarded by Vice President for Constant Performance – FY 2013-2014.
 Best Associate- Bronze Certificateand Reward Points – FY 2012-2013.
 Clients ExcellentTeamwork - FY 2012-2013.

3. Educational Qualification:
Name of Examination Year of Passing Board / University
B. Com Burdwan University 2011
Higher Secondary W.B.C.H.S.E. 2008
Matriculation W.B.B.S.E. 2006
Personal Details:
Husband’s Name Deb Gopal Goswami
Marital Status Married
Date of Birth 19th day of May 1990
Nationality Indian
Language Proficiency English,Hindi and Bengali
Passport Number & Expiration P6093318 – 23rd Nov 2026
Declaration
I do hereby declare the all the above-mentioned information are true and complete to the best of my
knowledge and belief and nothing has been concealed herein.
Date
Place:
(Riya Routh)