Sundeep S Pandha

Dynamic professional with extensive OSS/BSS expertise, adept at optimizing telecom billing operations and enhancing customer satisfaction. Proven track record in business intelligence reporting and incident management, leading teams to achieve 100% compliance with SLAs. Strong communicator and strategic thinker, driving successful project outcomes through effective collaboration and innovative solutions.

• CCNA
• ITIL
• LINUX
• PMP

· CIO appreciation for successful reporting migration from oracle to snowflake.

· Rogers' Director's Challenge Recognition for April 2019 and October 2019 for hitting the maximum sales of VAS and achieving ‘Day of 300’ target.

· IBM Manager's Choice Award for leading the team and providing automated reports and hence reducing cost expenditures by 10%

· R&R Award by Airtel CEO for achieving Zero-Penalty status during CDR Availability Audit (100% availability of Ericsson/Comverse CDRs in DWH)

· R&R Award by Airtel CEO for smooth roll out of 4G & bill plan launch

· R&R Award by Airtel CEO for smooth IDOC launch for new activation

· Excellence Award by SPS management for leading the smooth installation of Automation/ERP Tool reducing cost by 33% & achieving 99.9% accuracy

· Backfill for managers at Rogers Technical Department during their absence – Team Coaching, Performance Management, Feedback and Handling Escalations (Team Size: around 25 employees)

· Identify, recommend and support the implementation of various programs using fact-based data analysis and clear business cases for the improvement of contact centre processes.

· Subject matter expert (SME) - EERO Mesh Network and Bill Plan expert (Sales, Installation & Troubleshooting) with rise of 80% from 60%

· Primed Proactive Outbound Calling – For customers facing issue related to EERO firmware upgrade (Team Size: 12-15, achieved CSAT: 95%)

· Contributed as a team member to the launch and testing of AI-powered chatbots

· Lead the implementation of Kibana and Grafana across various LOBs.

· Created organisation wise dashboard alerts through Superset.

· Launched 4G, tested end to end provisioning and launched 4G bill plans

· Launched IDOC, tested end to end new activation process of customer

· Lead the Kenan/Arbor-FX migration (Became the first circle to do so) with an eye on software development lifecycle (SDLC) transition, through API solutioning, Agile/Scrum training, s/w & h/w upgrade.

· Primed the project for migration of rated and non-rated CDRs from Ericsson to Comptel during mediation handover

· Executed UAT for Airtel postpaid launch in Sri Lanka and ensured proper bill plan discount for greater customer satisfaction.

· Implemented converged billing and primed the team for merging different billings to one for corporate clients.

· Lead the team in conducting business analysis to develop the business logic for analyzing VAS usage trends and forecasting market potential for various VAS and data-related products, which enhanced the client's Go-To-Market (GTM) strategy by 85%

· Launched AirtelMoney platform to encourage customer to avail the benefits of autopay which reduces the customer churn.

· Primed the team during FTA process implementation for identifying and deduping the duplicate customers for 100% accuracy of financial reports.

· Lead the project of eliminating data discrepancy to achieve 100% reporting accuracy and lowering customer churn.

· Lead the project for identifying operator wise usage/revenue, product effectiveness, fraud management and elimination of revenue leakage

· Initiated daily stand-up meetings, leading to improved problem solving and faster issue resolution.

• Volunteer Member – Rotary International
  Supported community development, outreach programs, and youth mentorship initiatives through Rotary International events and fundraisers.
• Actor & Volunteer – Punjabi Arts Association, Brampton
  Participated in multiple sold-out theatre productions; collaborated with a diverse team to promote cultural arts and local engagement.