Dinesh Shukla

About Dinesh Shukla

Professional Goals include continuing to grow in leadership and knowledge, excel in business, project and service delivery and develop best-in-class solutions for real world challenges.Career Summary: Overall above 20+ years of experience in the Telecommunication domain & networking with key skills and knowledge in Technical support, Network Planning & Design, Data Networking, SDH, DWDM and Optical Networks.

Experience

1. General Manager Operations

   Nokia

   Oct 2021 — Present · Mumbai, IN

   Cares Program Manager for customer service operations for customer Reliance Jio - FTTX• Use knowledge on how the job contributes to the corporate goals as well as knowledge of industry and competitive landscape to increase own effectiveness.• Lead functional teams or projects with considerable resource requirements, risk, and complexity.• Manage service delivery for Care portfolio across case handling, emergency and software upgrade services for with a large business volume and / or high complex customer contract with high risk probability.• Manage day-to-day operational performance, workload and efficiency of the team.• Ensure the skills of the entire team are identified and tracked. Responsible for the teams’ readiness while developing competencies with appropriate trainings.• Ensure Care processes adherence and track the team / service KPIs for continuous improvement, drives case-handling process adherence, KPI management / improvement, case escalations, corrective actions implementations and cost-tracking for respective customer(s)/ market.• Manage customer satisfaction surveys issues like Event-based Customer Satisfaction (EBCS), Operations Excellence Survey (OES), Operations Perceived Value index (OPVi), and ensures relevant tools like Installed base, Contract Database (CDB) are updated and available.• Ensure quality of service delivered by the team.• Ensure team costs and expenses are managed in accordance to Nokia´s policies, limits, guidelines and within determined area financial budgets• Support Care customer interfaces by providing right competences, escalation and process whenever required.• Accountable for career development of the team members.• Promote collaboration and knowledge sharing in teams.• Accountable for & contribute towards (based on Mode of Operations) successful transition of delivery scope from project phase to Care phase.• Responsible for Care services escalation management for the customer.

Education

• Symbiosis Centre for Distance Learning

  PGDBA, Business Administration, Management and Operations

  2008 — 2012

• Terna Engineering College

  B.E, Electronics & Telecommunication

  2000 — 2004

• Kishinchand Chellaram (KC) College, Mumbai

  Higher Secondary School, Electronics

  1998 — 2000