Devang Shah

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Process: Mobile Broadband Technical – UK

Achievements:-

ØJoined the Postpay Customer Services (Handsets) skillset for 3UK.

ØHave been mentoring the team in Postpay when required & helping them with product & process clarifications. Assisting the Team Leader to carry out certain activities the team had not been provided a Team Coach.

ØMoved to Technical Support India (Handsets) skillset for 3UK by the end of 2006 (Cross-Skilled)

ØMoved to Mobile Broadband Team (Technical) by the end of 2007 (Cross-Skilled)

ØPlayed a role as Transition Expert for MBB general to MBB Tech Movement where the following duties were executed:

üDefining key roles for the Transition Experts & Quality Experts

üFollowing up on daily progress reports

üGenerating EOD Reports & Presentations

üBecoming a link between the Transition Experts & Quality Experts

ØHave mentored the team in the absence of TL/TC

ØPresented Product & Process Refresher trainings for the team.

ØHeld focus groups for the lucid troubleshooter – Team Level

ØHave always contributed towards feedback for the constant improvement of the troubleshooter (Including new ideas for improving Customer experience & increase on-call Resolution).

ØHad been a part of the MBB Troubleshooter Focus group.