Princy Rathinam

Ø Ensure that the RTO complies with the NVR and ESOS standards for

Registered Training Organizations across its student management systems by PRISMS and VET Trak

Ø Delegating work and workload planning

Ø Liaising with members of the senior management team, review office performance.

Ø Dealing with complex queries and complaints on the telephone, by email and in person.

Ø External reporting and submissions

Ø Providing Front line remote assistance to customers worldwide using Navico Navigation System

Ø Keep customers Priority of problem status, set clear expectations, and provide timely follow-up daily

Ø Create and communicate action plans to the customer as well as to the service agents

Ø Providing Service to vessels in required port through the service agents situated around worldwide

Ø Coordinating between service agents and customers for smooth workflow

Ø Utilize internal guidelines for effective call processing and escalation of reported problems to next level of support analysts.

Ø Document all communications with customers and inter departmental constituents related to outstanding technical issues in order to resolve or escalate to next level

Ø Providing Front line remote technical support assistance to customers worldwide through phones and mail.

Ø Part of International Long Distance (ILD) Network Operations Team dealing with Reliance Network optimization through Active Fault Management & Troubleshooting to achieve

Ø When SLAs are not met, escalating to higher level to manager and directors.

Ø Providing technical support to Global carriers connected at NGN platform which includes IP connectivity as well as TDM connectivity at NGN.

Ø Providing technical support to escalated complaints related to NRI customers using RCOM prepaid/postpaid global card to connect to different countries.

Ø Providing technical support to PPU customers who are using RCOM IPCC link as well as RCOM PRI link for dialling outbound/inbound process.

Ø Providing technical support for taking online traces on ILT switches and NGN (P Trace utility) to identify the root cause of the call failures.

Ø Co-ordination with customers and providing technical support at the time of commissioning of new link.

Ø Document all communications with customers and inter departmental constituents related to outstanding technical issues in order to resolve or escalate to next level

Ø Co-ordination with global carriers for interconnection of IP and TDM connectivity.

Ø Co-ordination with NLD switch teams for troubleshooting of the local MDN customers who are not able to make international calls.

Ø To check the alarms on ILT switches and NGN. To take appropriate action in case of alarms received.

Ø Co-ordination with different vendors in case of any Hardware related alarms comes on NGN/ILT/SBC.

Ø Providing technical support to escalated complaints related to NRI customers using RCOM prepaid/postpaid global card to connect to different countries.

Ø Routing Management at ILT switches for international switching