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Tushar Motwani (tushar.motwani@gmail.com)

Tushar Motwani (tushar.motwani@gmail.com)

Technology Manager - Projects, Transition & IT Outsourcing

Reliance Communications

Professional with Telecom, IT Outsourcing, Customer Experience & Contact Center Technologies expertize

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Reliance Communications

Technology Manager - Projects, Transition & IT Outsourcing

Managing & co-coordinating end to end technology project requirements of Reliance Communications PAN India Customer Service (10000 + agents across 12 + vendor sites) for Wireless, Enterprise, Entertainment, Energy & BFSI business. Expertise in outsourcing technology & operations processes through RFP documentation, release, solution designing & bid finalization phases

Key Responsibilities:-
1. Managing all high-stake technology related projects dealing with customer experience
2. Structuring Outsourcing Initiatives
3. Customer Experience Management
4. Planning & Business Solution Delivery
5. Research & Development
6. Vendor & Client co-ordination


Technologies Involved: Avaya, Nortel, Genesys, Nice, Huawei, Clarify
Business Skills: Customer Care Technology Project Management, Technology Support & Wireless Business Customer Care Technology Planning

Career medium 05
Career
Career medium 02

HOV SERVICES

Manager- Dialer, IVR & Voice Networks

Managing a team of 6-8 people looking over the global technology voice, data & dialer infrastructure with a capacity of 1000 + agents in 2 continents

• Technical Responsibilities: Responsible for all voice & data interoperability, CRM, SQL & Dialer related applications including software and hardware. Responsible for regular database backups, network monitoring and maintenance
• Research & Development: Evaluating the entire network operations on a regular basis and recommending strategies to increase productivity, reduce telephony costs and optimize use of network & server resources
• Driving Operational Excellence: Executing & implementing successful dialer strategy (inbound, outbound & blasting) based on the operational requests to exceed monthly targets. Working closely with the MIS Team to continuously analyze data to deliver information with solutions supporting business needs & ensuring client satisfaction
• Vendor Co-ordination: Maintaining healthy relationship with IT vendor /management and the telecom carrier

Career

HOV Services

Dialer Analyst & Systems Administrator

• Handled all administrative & technical issues related to TouchStar Dialers (Predictive & Non Predictive) in the Collections Industry (Call Center Environment) for 200 agents (approx.)
• Planned & managed the Dialer Strategy for campaigns in Pune, India & Denver, CO to exceed call center goals through maximization of resources
• Solved Network, System & Server Support Issues for the call center agents on a daily basis
• Managed the PBX, Routers, Switches, Exchange & Mail Servers
• Maintained the dialer database, campaigns, agents and recovered the inbound call & blasting routines after a major dialer/network crash
• Designed the Interactive Voice Routine (IVR) system for agents in India to transfer right party contact calls to US which resulted in a higher number of success and contacts
• Executed & implemented the process of customizing IVR to leave agent specific answering machine messages. The process resulted in saving 3-4 hours of agent time and higher number of call backs

Career medium 06
Career

University Of Colorado at Boulder

Masters Candidate (Telecommunications & Management)

Masters Of Science in Interdisciplinary Telecommunications Program
Graduation: May 2008

TIAA-CREF (Fortune 100)

Client Technologies Analyst Intern

•Responsibility:
Awarded full responsibility of the front and back office tasks within a month

• User Support: Developed expertise in configuration and security implications of mail servers, printers, Blackberry and Verizon Air Cards and the ability to train and support remote users (VPN)

•Asset Management:
Set up and supported IT equipment, and trained other employees to use

• Tools: Managed IT resources and services through IBM Tivoli software and developed expertise in Software Deployment, Data Backup and User Accounts Profile

Career medium 04
Career
Career medium 05

University Of Colorado at Boulder

Student Assistant II

Student Assistant II Sep 2006 – Present Information Technology Services, University of Colorado at Boulder

•Provide classroom technical support and computer assistance through out the campus for students and faculty

Career

ITP - University Of Colorado at Boulder

Spring Challenge 2007

Spring Challenge 2007 - Interdisciplinary Telecom Program at CU Boulder

In August, 2006, the FCC filed a public notice seeking comment on the merits of using auctions to determine universal service support. The 2007 Spring Challenge exercise involves a hypothetical panel of FCC Commissioners appointed to more fully consider the prospect of reverse auctions for universal service. Our team ( comprising of Cecil Sunder and Tushar Motwani )Mobile Telephony Organization (supporting wireless carriers) had been selected to testify in front of the Commissioners on February 24, 2007.

Career medium 05
Career

University of Colorado Boulder

Master Of Science, Interdisciplinary Telecommunication Program

Thadomal Shahani Engineering College, Mumbai

Bachelors in Engineering, Electronics and Telecommunications