
Shikha Verma
ID: CCE868561
Shikha Verma
ID: CCE868561
- Service delivery operations senior analyst, British Telecom

Shikha Verma
ID: CCE868561
- Service delivery operations senior analyst, British Telecom

About Shikha Verma
Productive professional with a proven track record of successful project management and delivering high-quality outcomes through effective leadership and team motivation. Experienced in collaborating with clients to determine complex requirements and providing exceptional service. Expert in managing service requests, pricing, and end-to-end order management within strict SLAs.
Employment History
2022
BT
British Telecom
1st Apr 2022 to Present
Service delivery operations senior analyst
1st Apr 2022 to Present
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Salary Hidden
Roles & Responsibility
Serve as a key performer for the end-to-end management of complex service requests and inquiries on BT contracts. Ensure all deliverables meet required Service Level Agreements (SLAs). Prepare quotations and detailed pricing for client-selected services. Maintain comprehensive order management systems, tracking all initiated and completed requests within the contract. Utilize advanced coordination and planning skills to consistently achieve results according to schedule.
Skills
- Project Co-ordination
- Pricing & Margin Management
- Strategic thinking and planning
- MS Outlook)
- Order processing & follow-ups
2020
Service delivery operations senior analyst
1st Jan 2020 to 1st Apr 2022
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Salary Hidden
Roles & Responsibility
Resolved high-volume technical and service queries for UK-based clients via email. Identified and analyzed client-reported problems to provide tailored, high-quality resolutions. Conducted detailed problem research and testing to ensure long-term issue resolution. Maintained exceptional quality standards for all client interactions and ticket resolutions.
Skills
- Claim Investigation
- Client Co-ordination
- Email Management
- Delivery mangement
Education
2026
Master of Business Administration
Dr. D.Y. Patil Vidyapeeth
1st Jan 2024 to 31st Mar 2026
2011
Bachelor of Arts in English Literature
Govt. P.G. College, C.C.S. University – Noida, UP
1st Jun 2008 to 1st Jan 2011
2008
Intermediate
Kanya Pathshala – Noida, UP
1st Jun 2006 to 1st Jan 2008
2006
High School
Sengar Public School – Noida, UP
1st Jun 2005 to 1st Jan 2006
Expertise
Project Management
5/5
Customer Relations
5/5
Operational Excellence
5/5
Leadership
5/5
Lingo
English
Verbal
5/5
Written
5/5
