mansi ghai
TRANSCRIPT
Mansi Ghai
Customer Operations Leader
About me
I am passionate about bringing great customer experience through my customer support and technical abilities. This enables me to identify, acknowledge, relate and escalate customers concerns, ideas and suggestions to ensure its resolution and implementation.
I have over 7 years of experience in different customer operational and technical roles within Telecom.
A knack for constantly changing cellular technologies serves me as a medium to connect with different aspects of Telecom.
Skills & expertise
Technical Support Management Customer
ExperienceMS
Office
Accomplishments
Operational Readiness Testing
Ran Operational Readiness Testing for newly launched phone models, system releases, applications, mobile services and processes along with migration of more than 250K customer base from Public Mobile CDMA to TELUS HSPA network in May 2014
Management Capacity
Managed daily operations for technical, customer support, and porting teams with 20+ employees, ensuring service level agreements and quality targets were reached and sustained
Identified, trained, empowered, and cultivated excellent long-term relationships with 15+ power users, ensuring their commitment to providing relevant content and helpful responses to other community members
Technical Capacity
Created and maintained training documents for call centre and technical support team for different products and services
Supervised outage notifications and customer communications for technical issues, including publishing of technical tips and tricks newsletter
Managed Number Porting daily operations including training, escalations (PAC) and reporting to meet industry standards
Career highlights
Community ManagerPublic Mobile : Toronto, ON2014 - 2015
Technical and Customer Support ManagerPublic Mobile : Toronto, ON2010 - 2014
Client Care Team LeadVolt Technical Resources (Client - Apple) : Toronto, ON2008 - 2009
Technical Support RepSITEL (Client - T-Mobile) : Toronto, ON2007 - 2008
