Bindhiya duraisamy

As a Senior Process Associate with 6 years of experience in telecom, I am deeply committed to upholding accountability and reliability in all operations, ensuring strict compliance with established protocols. My approach is driven by a pragmatic mindset, balanced with empathy, as I continuously strive for ambitious improvements in process efficiency and effectiveness.

Experience

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Senior Process Associate (Telecom)

Prodapt Solutions Pvt. Ltd. · Jul 2022 – Jul 2026

Not yet confirmed

• Network design and fiber installation requiring precise handling of UPRN data in IQGeo to facilitate seamless infrastructure development and reliable connectivity.
• Utilized Web-based application IQGeo to update accurate routing from the DN node to the UPRN and track routing to the TE.
• Managed accurate entry, routing, and configuration setups for network design areas, fiber cables, and equipment.
• Maintained strict process consistency to reduce implementation errors and optimize network performance.
• Coordinated the end-to-end delivery of new customer service requests, spanning from original order acceptance to service activation initiation and final billing setups across custom, private, and black fiber networks.
• Acted as a central communication bridge between external suppliers and partners via email, ensuring completely accurate information exchange.
• Collaborated across internal departments and third-party vendors to verify order details and consistently advance workflows.
• Monitored delivery schedules tightly, keeping clients and partners informed and actively flagging blockers impacting timelines.
• Managed operational applications including Salesforce (Ticketing review), Outlook (Joint Survey email tracking), RingCentral (Supplier/Partner calls), and Parcelforce/DPD (Router dispatching).
• Fetched essential internal operational notes utilizing tools including TTB, V1, ZEN, VMB, and BT.
• Provided complete technical troubleshooting and order management support for customer-facing internet and broadband connectivity issues.
• Carp Fallout Management: Directly oversaw order queues to manage actions including additions, modifications, suspensions, restorations, and removals.
• Ticket & Chat Support: Handled active support queues addressing technical failures such as No IP, slow internet speeds, lack of connectivity, inability to maintain IP, and ONT status.
• Technical Troubleshooting: Logged into diverse DSLAM platforms (ADTRAN, Calix C7, Calix E7, Calix E3, Nokia, and Cable) to diagnose and resolve performance faults.
• Verified critical customer network infrastructure attributes including PINs, ports, cross-connects, and MAC addresses, escalating unresolved complex issues systematically.
• Applications Used: BTAC Dashboard, Call Logger, Carp Fallout, CSR/ISPP, Mtools, Salesforce, Mirror, Broadband Vision, Wincare.

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Network Analyst

Prodapt · Jul 2022 – Jul 2026

Not yet confirmed

• Project: BTAC - Broadband Technical Assistance Center
• Project Description:
• The BTAC project involves technical troubleshooting for customer-facing internet issues, including
• managing orders and resolving problems related to connectivity.
• Responsibilities include handling
• various orders such as add, modify, suspend, restore, and remove, and addressing ticket issues like no
• IP, no internet, slow speed, and ONT status.
• Roles and Responsibilities:
• • Carp Fallout Management: Oversaw various aspects of order management, including
• additions, modifications, suspensions, restorations, and removals.
• • Ticket Management: Managed queues for issues such as NO IP, ONT status, no internet
• connectivity, inability to maintain IP, slow speeds, and other related troubleshooting tasks.
• • Chat Support: Provided support through chat channels, addressing and resolving similar
• issues in a timely manner.
• • Troubleshooting:
• o Log into DSLAMs (ADTRAN, Calix C7, Calix E7, Calix E3, Nokia, and Cable) to
• diagnose and resolve technical issues.
• o Verify customer details, including PINS, ports, DSLAM, cross-connects, and MAC
• addresses.
• o Investigate performance issues such as slow speeds by examining potential drops in
• ports or IP.
• o Escalate unresolved issues to the appropriate next steps in the workflow after
• thorough troubleshooting.

Senior Executive / Subject Matter Expert (SME)

Hexaware Technologies · Sep 2020 – Jul 2022

Not yet confirmed

• Provided live chat and email support for customers of Myntra, one of India's largest e-commerce platforms.
• After 1 year of consistent top-tier performance, informally promoted to Subject Matter Expert (SME) to lead team enablement; directly supported 2 incoming batches by providing comprehensive process training, running continuous calibration audits, and ensuring all agents successfully cleared final assessments to securely enter production.
• Resolved complex customer queries regarding damaged, used, missing, or entirely wrong products delivered.
• Addressed transactional issues concerning product returns, refunds, item exchanges, and promotional coupon or offer inquiries.
• Managed delivery logistics updates including requests for expedited shipping, delivery delays, and delivery partner behavior complaints.
• Reviewed backend customer account details and transaction histories securely to process appropriate resolutions and refunds in compliance with guidelines.

Specialist

Hexaware Technologies · Sep 2020 – Jul 2022

Not yet confirmed

• Project: Myntra
• I have been working as a email and chat support for the customers of Myntra.
• Addressing queries and issues they are facing through Email and chat.
• I have worked as a SME and handling 2 batches.

Consultant (Non-Voice Process)

Sutherland Global Services · Apr 2016 – Oct 2017

Not yet confirmed

• Delivered email-based customer support utilizing Zendesk for Uber application users across South East Asian countries.
• Handled critical driver and trip queries, managing complaints regarding driver misbehavior, unclean vehicles, rude conduct, and incorrect routing leading to fare inflation.
• Analyzed background trip issues systematically by auditing order numbers, driver details, and historical complaints.
• Issued customer refunds or promotional coupons adhering strictly to company standard operating rules.
• Drafted professional, contextual, and empathetic email replies communicating specific actions taken to resolve user issues.

Consultant

Sutherland · Apr 2016 – Oct 2017

Not yet confirmed

• Provided efficient email support to customers, resolving queries and issues in a timely
• manner.
• • Maintained a high level of customer satisfaction by addressing concerns with accuracy and
• empathy.
• • Analyze and documented recurring issues to aid in the development of improved support