Ashok Kumar Yadav

Execute end-to-end back-office technical support for global Cloud Communication / Telecom Services accounts, focusing on 100% non- voice/backend Number Porting operations (Port-In/Port-Out) and DID routing. • Audit and validate Letters of Authorization (LOAs), Customer Service Records (CSRs), and regulatory carrier documents to prevent rejections and ensure smooth carrier-to-carrier transitions. • Liaise asynchronously with upstream telecom carriers (Inteliquent, NetNumber) via ticketing systems to resolve carrier rejections, rejection codes, and routing delays. • Utilize Slack for real-time internal team syncs, critical escalation alerts, and asynchronous task coordination across distributed teams. • Process high-volume backend queues in Zendesk and Jira, achieving 98%+ SLA compliance and a 95%+ First Contact Resolution (FCR) without direct voice interaction.

Managed backend ticket queues and IT infrastructure support via mail/chat for enterprise clients and stakeholders. • Processed Jira-based incident lifecycles, logging technical logs, executing Root Cause Analysis (RCA), and escalating tier-3 faults. • Prioritized new work requests within defined response times, reducing average ticket resolution time by 20%. • Authored internal knowledge-base articles and standardized operating procedures (SOPs) for backend troubleshooting.

Built strong relationships with clients, leading to increased customer satisfaction and repeat business. • Communicated directly with customers and partners to build strong business networks and relationships. • Negotiated client contracts and agreements to cultivate profitable business transactions.