Abhishek Vaid

• Selected for Customer Experience team as a part of Airtel’s Leadership Development Program. This team designs, develops & implements best-in-class processes to enhance the “Airtel Experience” for customers. • Currently I am heading the Service Recovery vertical for Airtel Digital TV, which mainly involves customer complaints reduction and devising the processes for the same. This subsumes Process Design, KPI Management and Product Management

1. To act as a liaison between the business and technical teams 2. Responsible for completion of required documentation (BRS, Use-cases, Workflows etc.) under SDLC (Software Development Life Cycle) methodology. 3. Participate in user acceptance testing and testing of new system functionalities 4. Conduct change impact analysis, and assist in developing overall change management strategy to assess potential implications of new or modified business process, policy, and procedure