Praveen Anand

Customer Service Manager @Orange Business

Gurugram, IN

Customer Relationship Management: Oversee the entire customer lifecycle to build and maintain strong relationships, enhance satisfaction, and drive business profitability.• Service Delivery & Operations Management: Led end-to-end service delivery and operation of Telecom/IT services for assigned global APAC accounts, ensuring SLA compliance and Operational excellence.• ITIL-Based Service Management: Ensured and implemented efficient IT-based services by aligning processes with business needs to enhance quality, reliability, and customer satisfaction.• Cross-Functional Collaboration: Served as key liaison with the Account Team, Service Director, Pre-Sales & Solution, Engineering, Project delivery, and Billing teams to ensure seamless customer service and operational support.• Service Performance & SLA Management: Weekly & monthly service performance reviews with customers and stakeholders to evaluate overall SLA compliance and Operational KPIs.• Data Analytics & Service Monitoring: Periodic review of MIS data and service performance reports to monitor operational efficiency, drive continuous improvement, and enhance business profitability.• Network & Service Optimization: Utilized monitoring tools (Orion, ServiceNow, Ocean) to analyze service performance, troubleshoot issues, and enhance operational efficiency.• Automation & Digital Transformation: Technical leadership in developing operational support tools and dashboard portals for enhanced service monitoring and optimization.• Technical Leadership: Provide strategic guidance on network service optimization, incident resolution, and process enhancements to maximize service availability and reliability.

Magadh University

Bachelor of Engineering (BE)

Kendriya Vidyalaya

10+2 School