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moni chandrou

@monichandrou

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Customer Support Specialist at Prodapt solutions who resolved telecom service issues and maintained SLA compliance.

India

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At Prodapt solutions, I monitored process operations, resolved operational issues, and supported high-volume service requests while maintaining SLA compliance and quality standards.

As a Process Associate, I processed customer orders and service requests for broadband and telephone provisioning and disconnection using Neustar and Citrix. I collaborated with internal teams to help resolve issues and complete requests on time.

I also created and maintained SOPs, prepared performance reports, and supported quality audits. I received the Spotlight Award in 2022 and 2023, the Peers to Cheers Award in 2023, and the Star Quarter of the Award in 2024.

Experience

Work history, roles, and key accomplishments

Process Executive (SME)

Prodapt Solutions

Mar 2023 - Sep 2024 (1 year 6 months)

Monitored process operations to uphold quality control standards and resolved operational issues through troubleshooting and stakeholder collaboration. Created and maintained SOPs, developed performance reports, and supported high-volume service requests while maintaining SLA compliance.

Customer Support SLA Management Troubleshooting Root Cause Analysis Documentation SOP Development Excel PowerPoint Stakeholder Communication Quality Audits

Senior Process Associate

Prodapt Solutions

May 2022 - Mar 2023 (10 months)

Supported day-to-day operations while ensuring adherence to client requirements and service standards. Managed multiple processes, conducted quality audits, shared performance reports, and assisted in onboarding and mentoring new associates.

Process Improvement Quality Audits Reporting Team Mentoring Training Escalation Management Stakeholder Communication

Process Associate

Prodapt Solutions

Apr 2020 - Apr 2022 (2 years)

Processed high-volume customer orders and service requests using Neustar and Citrix applications. Ensured accuracy and timely completion of transactions while meeting productivity targets and supported process improvement initiatives.

Neustar Citrix Excel PowerPoint Microsoft Word Order Management Request Processing Data Analysis