Abhishek Sharma
Service Request Coordinator Expert @BT Group
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WORK HISTORY
Service Request Coordinator Expert @BT Group
Gurugram, IN
Accountable for end-to-end timely management for Customer Complex Service Requests according to contract specific T & Cs• Managing End to End Service Request Management and Order Processing. Reporting Point of contact and from Billing and Service request prospective. • Point of contact for various Stakeholders, vendors and Teams. • Lesioning with various Vendors and Stakeholders. • Daily review of Tracker (CSR / New Sites LAN Inventory) • Perform proactive jeopardy management and escalations to ensure adherence to customer SLA • Going on all Calls – Process calls, Escalation calls, and Customer calls. • Having a Governance point of view on the process, tracker, and escalations. • Managing Team Escalations.• Manage Service Request queues and assignment to SR Coordinators.• Continuously improve contract specific processes to increase customer satisfaction and profitability.
EDUCATION
Zakir Husain Delhi College
Bachelor of Arts - BA
ABOUT ABHISHEK SHARMA
Results-driven professional with hands-on experience in end-to-end Service Request Management and Order Processing (Lead to Cash). Skilled in managing the complete business cycle — from creating proposals, RFPs/RFQs, and sales/purchase orders (PR/PO) to ensuring smooth service delivery and client satisfaction.Expertise in QuickBooks, project management, and customer service with a strong focus on operational efficiency and process improvement. Known for providing technical expertise, maintaining high service quality, and driving collaboration across teams to achieve business goals.A proactive, detail-oriented professional who thrives in fast-paced environments and is committed to delivering excellence in every project undertaken.
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