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Rahit Ali Mondal

@rahitalimondal

Subject Matter Expert at British Telecom supporting repair operations, complex escalations, and advisor readiness across chat and calls.

India

Message

At British Telecom, I support advisors handling repair and fault-related customer calls, and I coordinate complex cases with engineering and back-office teams. I also manage ABR-bound inbound contact operations across chat and calls.

I deliver process refreshers, floor support, and on-the-job assistance for new hires. I monitor performance against AHT, FCR, quality, and compliance KPIs, and share feedback from quality reviews.

Earlier, I handled technical and billing support at Wipro and contributed to Sky’s FTTP Project UFO. My telecom operations experience also includes order entry, complex provisioning, complaint handling, and customer support across voice and chat.

Experience

Work history, roles, and key accomplishments

Current

Subject Matter Expert

Current

British Telecom

Apr 2023 - Present (3 years 7 months)

Provided support to advisors on repair and fault-related customer calls, ensuring accurate troubleshooting and quick resolution. Handled complex cases and escalations, coordinating with engineering and back-office teams to meet SLAs.

Troubleshooting Escalation Management SLA Adherence AHT FCR Quality Assurance Coaching Mentorship Process Improvement Customer Experience Repair Process Diagnostic Tools Service Restoration Live Chat Call Support

Customer Support Associate

British Telecom

Oct 2021 - Mar 2023 (1 year 5 months)

Handled customer queries on voice and chat channels related to technical faults, service issues, and repair requests. Performed step-by-step troubleshooting using BT diagnostic tools and guided customers through fault resolution.

Voice support Live Chat Troubleshooting BT Diagnostic Tools Repair Workflow Support SLA Adherence Compliance Escalation Management AHT FCR Quality CSAT Schedule Adherence Client Communication

Customer Support Advisor

Teleperformance Global Solutions

Sep 2020 - Apr 2021 (7 months)

Streamlined workflow documentation by updating internal knowledge bases, ensuring accurate information flow and improved team efficiency. Handled customer queries across voice and chat channels, providing troubleshooting support for service and repair-related issues.

Knowledge Base Management Voice support Live Chat Troubleshooting Fault Tickets Telecom Process Quality Standards SLA Adherence Escalation Management

Customer Support Advisor

Wipro BPS

Dec 2017 - Feb 2020 (2 years 2 months)

Handled customer queries via voice and chat, performing basic troubleshooting and logging repair requests accurately. Resolved service and fault-related issues by following standard telecom repair workflows and ensuring SLA and quality compliance.

Voice support Live Chat Troubleshooting Repair Telecom Repair Workflows SLA Compliance Quality and Compliance Escalation Management

Associate

British Telecom

Jan 2016 - Dec 2018 (2 years 11 months)

Managed order entry and jeopardy queues, specializing in complex provisioning. Part of complex complaints team, front ending with end customers, and built domain expertise across broadband, phone, and TV services.

Order Entry Jeopardy Management Complex Provisioning Complaint Management Broadband Phone TV Services

Associate

Wipro

Jan 2014 - Dec 2016 (2 years 11 months)

Provided technical and billing support, and served on the Ombudsman Liaison Desk for TalkTalk. Contributed to Sky's FTTP Project UFO and served as a SKY TV Specialist.

Technical Support Billing Support Ombudsman TalkTalk Sky FTTP TV Specialist

Rotational Management Trainee

Hilton Worldwide

Jan 2011 - Dec 2012 (1 year 11 months)

Rotational management trainee across Sales, Finance, IT, and HR. Developed leadership skills and a customer-centric approach.

Sales Finance IT Human Resources Leadership Customer Service

Education

Degrees, certifications, and relevant coursework

Rajarhat Shiksha Niketan

Higher Secondary, General

Completed Higher Secondary education.

Hatiyara Swami Vivekananda Vidya Mandir

Secondary, General

Completed secondary education.

Jetking Info-train Ltd

JCHNP Cloud, Networking

2017 -

Completed JCHNP Cloud certification covering networking fundamentals, OSI model, TCP/IP stack, IP addressing, subnetting, routing protocols, and network security.