Tanya Sharma

Test Expert

Noida, India tanyasharma.dps@gmail.com 9818618253

PROFESSIONAL SUMMARY
Hard-working, detail-oriented testing expert. Adept in reading instructions and carrying them out with little or no
supervision. Skilled problem solver when issues seem to prevent progress from being made. Efficient while
working as an individual as well as in a team setting. Aware of hazards to work safely even in the most
demanding of environments.

WORK EXPERIENCE
BRITISH TELECOM TESTING EXPERT - CONSUMER
SEPTEMBER 2019 - PRESENT - Post completion of 6 months, got acquainted very well with the
process and basis my performance I have been appointed as a Team
POC and have been instrumental in connecting with the stakeholders
frequently to keep them apprised about the latest developments and
spearhead the team as well.
- Cleared IJP from Process Associate (ASD- Openreach), (Connections
-Consumer) to Test Expert
- Hit and exceeded the KPIs every month from the date of joining, won
CHAMP of the month tittle for November 2019, CHAMP of the Quarter
tittle for Q1, 2020 and Best performer of the month, March 2021.
- Working for stakeholders and completing the task provided
- Working on live testing data related to telecom services like
Broadband, PSTN, Mobile and TV
- Fixing DI issues related with billing and orders in Oneview and
Avalon
- Work on order placements, fixing and forwarding the order on a
happy path
- Connecting with suppliers to get information about the order and its
progress

IENERGIZER CUSTOMER SUPPORT EXECUTIVE

SEPTEMBER 2018 - JANUARY 2019
- Taking care of credit card complaints for our client - Credit one Bank
- Top performer of the Month, September 2018 and best performer in
OJT.
- 80+ inbound calls on a daily basis, with a closing rate of 90%
- Hit and exceeded KPIs by 10% every month during my tenure with
the organisation.
Working on providing necessary information to customer base in USA
with regards to payments, lost-stolen on accounts and issuance of
new cards.
- Making sure the credit card queries are solved in time and resolutions
are constructive
EDUCATION
IGNOU MASTER OF BUSINESS ADMINISTRATION
JANUARY 2022 - PRESENT Subjects covered - Accounting, Management Functions, Marketing
Management, Business Communication, Business Environment, HR,
Qualitative Analysis for Managerial Applications

UNIVERSITY OF MUMBAI BACHELORS IN GERMAN LANGUAGE HONS.

JUNE 2015 - JUNE 2018 - Remarkable experience in translation, conversation and
interpretation of German document.
- Comprehensive knowledge of German language and culture
- Quick learning, detail oriented, customer service-oriented attitude
- Pro active, logical reasoning ability, problem solving and analytical
mindset
- Hands on practice on Jira for scheduling of meetings and follow-ups

PROJECTS
DEVELOPER PORTAL PROJECT LEAD FROM INDIA
NOVEMBER 2020 - JUNE 2021 - Lead the project for 7 months and helped all the UK Developers for
their telecom services and plot registration procedures.
- Provided training to more than 15 members team including SME and
manager for developer portal applications and tools.
- Handled more than 100 cases on daily basis
- Call handling with the stakeholders from UK, thrice a week.
- Discussion on problems related to the new developer portal faced by
customers.
- Received multiple appreciation emails from the UK customers

ACHIEVEMENTS
JULY 2018 BEST PERFORMER IN OJT at iEnergizer

SEPTEMBER 2018 BEST PERFORMER OF THE MONTH at iEnergizer

NOVEMBER 2019 BEST PERFORMER OF THE MONTH at British Telecom

MARCH 2021 BEST PERFORMER OF THE MONTH at British Telecom

INTERESTS SKILLS
MUSIC TIME MANAGEMENT
BADMINTON
STAKEHOLDER MANAGEMENT
TRAVELLING
OWNERSHIP

MS OFFICE

ESCALATION HANDLING

REPORTING AND ANALYTICS

CONFLICT MANAGEMENT

CUSTOMER SERVICE

DATA MANAGEMENT

LEARNING AND DEVELOPMENT

PEOPLE MANAGEMENT

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