Ashish Mule

Experience

1. Lead - Fttx Technical Helpdesk

   Jio

   Sep 2023 — Present · Navi Mumbai, IN

   Heading PAN India after sales support for Jio Home Business.• Leading a team (14 TLs + 150 Engineers) to provide online support for seamless service delivery and assurance within TAT/SLA.• Playing a pivotal role in achieving the sales target of smooth Customer Onboarding.• Creator and custodian of various processes, SOPs & Knowledge Management for team to ensure best in class service support for customers.• Playing a pivotal role in defining, designing and delivery of Training content.• Ensure smooth and efficient day to day operations by managing attrition and ensuring ZERO vacant positions.• Collaborate with leadership and various CFTs to achieve various targets.• Analyzing data for implementing the service improvement plan with cross functional teams to enhance customer satisfaction.• Ensuring all targets of SL, AHT, Productivity, Quality and Churn are met.• Identify and implementing automation opportunities for quality and capacity enhancement.• Responsible for achieving the NPS score set by the organization.• Preparation of various MOMs, Reports, Performance Dashboards on Daily, Weekly, Monthly basis.

Education

• Bharati Vidyapeeth's College Of Engineering Maharashtra

  Engineer’s Degree

  1998 — 2000

• Balmohan Vidyamandir

  High School

  1986 — 1996

• JRN Rajasthan University

  Engineer's Degree

  2011 — 2013

• Sharadashram Vidyamandir

  High School

  1996 — 1998

Skills

• Transmission
• Service Delivery
• Noc
• Enterprise Customer Service
• Telecommunications
• Management
• Sla Management
• Gsm
• Customer Relationship Management (Crm)
• Pre-Sales
• Networking
• Vendor Management
• Synchronous Digital Hierarchy (Sdh)
• Ip
• Team Management
• Mpls
• Vas
• Sla
• Managed Services
• 3g
• Broadband
• Switches
• Service-Level Agreements (Sla)
• Sdh
• Multiprotocol Label Switching (Mpls)
• Enterprise Customer Service
• Network Administration
• Access