Anupam Paul
Senior Program Manager -head of Technical Customer Support Services Us Major Unit @Nokia
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WORK HISTORY
Senior Program Manager -head of Technical Customer Support Services Us Major Unit @Nokia
Technology/Products: 5G, O-RAN, EDGE, 4G LTE, 3G WCDMA, 3G CDMA, 2G GSM, CDMA, Transport,(Microwave/Optical), Operation Support Services (OSS/BSS)Leading a diverse global team of highly skilled individuals focused on provided excellence in Service Delivery of Technical Customer Support Services for our customers in North America. These services include Software Maintenance, Emergency, Expert Services, Software Upgrade Services, Field Maintenance, Customer Training, New Product Introductions other exciting next generation Services. Focuses on this role are- Developing, documenting, and implementing the customer account plan and financial performance targets - Profit & Loss Responsibility (P&L)- Oversee customer onboarding and support processes- Exceeding Customer Success Metrics (KPIs, SLA, CSAT,cPVI etc.)- Act as the top escalation point within Technical Support for client relationship mediations- Evaluate and approve customer proposalsKey Achievement in this role- Exceeded revenue and profit margin target by 5% each year between 20••••21- Increased Revenue by 5% from Scope creep, Product/Services Upsell -HW Spares, Upgrade, Expert Services- Improved Customer Satisfaction Ratings from 3.9/5 to 4.6/5 2020 vs. 2021- Seamlessly on boarded 50+ new customers & 300+ new service contracts in 2020- Led Support Portal new ticketing tool migration, Launch of self-service Digital assistance tools for 400+ customers- Coached team Technical Managers (5) for management functions for growth & empowerment
EDUCATION
Consultancy Development Center, Ministry of
Consultancy Management, Business Administration and Management, General
National Institute of Technology Silchar
Bachelor of Engineering, Electronics and Telecommunications
The University of Dallas
MBA, Business Management
ABOUT ANUPAM PAUL
A highly committed and adaptive leader with Global experience in Mobile & Wireless Networks. Posses proven skills in organization leadership of Technical Support Services, cross functional global team, customer engagement, product and service delivery, operations and relationship building. Proven expertise in revenue/margin increase, improving customer satisfaction, delivery excellence, team development and empowerment. Key strength includes End-to end business & Service delivery knowledge, communication & escalations/crisis management. Extensive Experience ( Total 25+ includes 13+ Management) in wireless technology (5G, EDGE, 4G LTE, 3G WCDMA, 2G GSM/EDGE/GPRS, CDMA, Microwave, WiFi, pLTE, Cloud) & Products ( Radio, Operation Support System, Cloud Core) for 400+ Customers in North America, Europe and Asia for Tier 1, Tier 2 Telecommunication Service providers focusing-• Team and group Leadership• Technical Customer Support Services• Customer Support Portal - Customer onboarding & Daily Operations via for Tooling, Documentations, billing, software, licenses• Deployment/ commissioning/de-commissioning/hardware refresh/integration project• Project/Business management• Financial planning and management• Customer Operations -KPIs, SLAs• Pre-Sales support – New Opportunities, contract renewals & upsell• New Product Introductions- Lab, Trials, First office applications (FOA)Education: Bachelor of Electronics & Telecommunications, MBA, Consultancy Management (Post Grad)Key Certification: PMP, ITIL, 5G, 4G LTE, 3G WCDMA, GSM, Leadership Aptidute (LEAP)Certification (in progress): Agile Scrum Master, AWS, 5G Nokia Bell Labs
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