Beena Nair
Christchurch,Spreydon
Summary
Dedicated Voice Delivery Specialist with 5+ years of experience in voice communication solutions. Skilled in deploying and managing Cloud PBX, MAX UC and SIP protocols. Known for effectively integrating systems and managing projects from conception to completion. Excellent problem-solving skills with a focus on minimizing downtime and enhancing service quality and proven track record in troubleshooting complex issues. Strong customer service orientation and ability to work collaboratively with cross-functional teams.
Overview
18
18
years of professional experience
Work History
Voice Delivery Specialist
Two Degrees Mobile Limited
07.2021
- Gather critical information like customer’s current call flow, system features, user list, site details for installations, hardware /software requirements etc
- Setup system features like SIM ring, Auto Attendant, Customized recording for Auto Attendant, Call manager to schedule business hours and after hours call routing
- Setup hardware, if any, and VoIP applications like MAX UC
- Complete installation of hardware, if any, at customer site along with Downer Technician
- Ensure all phones and applications are up and running
- Complete necessary checks and tests to ensure customers services are working as per their requirement
- Provide in-depth training on the products and online portals
- Provide end-to-end support over calls and emails after the deployment.
Managed Voice Engineer
Two Degrees Mobile Limited
11.2018 - 07.2021
- Configuring and servicing cloud PBX setup through in-house exchange
- Configuring SIM cards to fixed APN to maintain backup on modems
- Configuring static IP addressing to SIM cards
- Configuring Mitel handsets (various models) to make them work with in-house PBX exchange
- Configuring 0800 numbers and call routing setup for 0800 to inline them with designated trunk
- Using in-house maintenance core tool for troubleshooting VOIP/0800 numbers and call routing
- Working on core tool to perform porting and liaising with Solution delivery teams to setup billing for ported range
- Responsible for resolving Voice fault and MAC requests on CPE/managed voice devices, and hosted service platforms
- Working with IPMS while troubleshooting issues
- Delivery of quality service to Managed Voice customers by ensuring incidents are managed
- Dealing with mobile coverage faults, liaising with Core Network teams to troubleshoot enterprise level faults with call quality.
Government and National Support Specialist
Two Degrees Mobile Limited
06.2015 - 11.2018
- Provide Tier 1, 2, and 3 services to largest revenue generating government entities and corporate customers while maintaining strict SLAs
- Provide Tier 1, 2, and 3 services to sales and business account managers
- Activate new connections for new customers with complex requirements like MPI, Nelson DHB, IHC, and Price water Cooper House
- Identify, isolate, and resolve complex billing anomalies
- Visit customer locations for transitions and to locate and identify issues
- 1-month transition and onboarding visit to Watercare Services.
Activations Specialist
Two Degrees Mobile Limited
04.2014 - 04.2015
- Liaise with Business dealers, account managers to activate new connections for business accounts
- Liaise with transition manager, business support team, client managers before and at the time of initial onboarding of Corporate and Taas customers
- Vett out team member forms and communicate clearly with Business Sales representatives, Business Account Managers regarding any incomplete documents or missing information which are critical for business.
Data Support Agent
Two Degrees Mobile Limited
11.2011 - 04.2014
- Provide Tier 1 support to customers
- Communicate complex troubleshooting steps in simple language and layman term.
Customer Service Representative - Provisioning
Chorus
05.2010 - 02.2011
- Interpret customer requests and translate into delivery of Telecom services
- Analyze if it is feasible to provide UCLL service
- Utilize tools and techniques to ensure all deadlines are met
- Respond to client queries through email.
Sales Assistant - Part time
Australian Way Pty Ltd
09.2009 - 01.2011
- Present alternative and additional product suggestions to every customer in order to enable an add-on sale and achieve the highest possible sales results
- Achieved 100% result in Mystery Shopper Audit for the month of December 2009.
Team Leader
Citigroup Global Services Ltd
02.2003 - 03.2009
- Manage a team of 18 associates
- Track and monitor agent performance
- Monitor agents’ quality through file reviews and provide appropriate feedback
- Conduct daily team briefings
- 360 degrees feedback: Take feedback from managers, colleagues, and conduct appraisals
- US Mortgage Banking and Basics
- Underwriter – Underwriting for Home equity products
- Approve / Decline Home loans based on customers income documents, credit score.
Education
National Diploma in Computing - Information Technology
New Zealand School of Education
New Lynn, AUK01.2010
Bachelor of Arts - Psychology
Mumbai University
Mumbai, India05.1995
Skills
- Excellent verbal and written communication skills
- Good analytical skills
- Strong stakeholder management skills
- Good organizational, work planning, and time management skills
- Quick learning and adapting to change easily
- Proficient in communicating complex processes in simple language
- Ability to work under pressure and meet tight deadlines without compromising on quality
- Task Prioritization
- Problem-solving aptitude
- Self-motivation and discipline
- Patience and Tolerance
References
Available on request
Languages
English
Full Professional
Hindi
Native or Bilingual
Timeline
Voice Delivery Specialist
Two Degrees Mobile Limited
07.2021
Managed Voice Engineer
Two Degrees Mobile Limited
11.2018 - 07.2021
Government and National Support Specialist
Two Degrees Mobile Limited
06.2015 - 11.2018
Activations Specialist
Two Degrees Mobile Limited
04.2014 - 04.2015
Data Support Agent
Two Degrees Mobile Limited
11.2011 - 04.2014
Customer Service Representative - Provisioning
Chorus
05.2010 - 02.2011
Sales Assistant - Part time
Australian Way Pty Ltd
09.2009 - 01.2011
Team Leader
Citigroup Global Services Ltd
02.2003 - 03.2009
National Diploma in Computing - Information Technology
New Zealand School of Education
Bachelor of Arts - Psychology
Mumbai University
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