---
title: "Sujith BT - Associate Manager – HCLTech | Client: Verizon (Service Manager) in Bengaluru | Tal"
description: "Meet Sujith BT, Operations Manager | Service Delivery & Customer Experience | SLA & Escalation Governance | Team Leadership | Process Improvement | Bengaluru based in Bengaluru."
image: "https://tal.club/meet/sujith-bt/share-image"
---

# Sujith BT on Tal

## Headline

Operations Manager \| Service Delivery & Customer Experience \| SLA & Escalation Governance \| Team Leadership \| Process Improvement \| Bengaluru

## About

Operations and Customer Experience leader with 10\+ years of experience driving enterprise service delivery, SLA governance, and escalation management in B2B telecom environments\. Currently working as an Operations Manager with experience leading cross\-functional operations teams \(14\+ members\), managing high\-impact customer escalations, and strengthening SLA/KPI performance across enterprise accounts\. My core focus areas include: ✔ SLA / KPI / CSAT Governance ✔ Escalation & Incident Management ✔ Enterprise Client Lifecycle Management ✔ Process Optimization & Workflow Efficiency ✔ Cross\-Functional Stakeholder Collaboration ✔ Operational Reporting & Performance Monitoring I am passionate about building structured, performance\-driven operations that improve service delivery, enhance customer experience, and deliver measurable business outcomes\. Currently exploring leadership opportunities in Operations, Service Delivery, and Customer Experience in Bengaluru\.

## Location

Bengaluru

## Work experience

Associate Manager – HCLTech \| Client: Verizon \(Service Manager\) at HCLTech, Apr 2024 \- Present · 2 yrs 4 mos, Bengaluru, Karnataka, India, Key Responsibilities: • Managing high\-priority customer escalations, ensuring timely resolution and effective service recovery • Driving customer experience and service delivery operations aligned with SLA / KPI governance • Conducting Root Cause Analysis \(RCA\) to reduce repeat issues and improve operational efficiency • Coordinating with cross\-functional teams including Sales, Billing, Finance, Credit, Collections, and Technical Support • Handling customer lifecycle operations including billing disputes, credit/rebill scenarios, and disconnect management • Monitoring performance metrics, operational trends, and service quality indicators • Maintaining accurate documentation and workflows across CRM systems \(Verizon CRM, SFDC, internal platforms\) Key Achievements: • Reduced repeat customer issues by 15% through structured RCA and workflow optimisation • Improved stakeholder communication and operational visibility via KPI dashboards and tracking mechanisms • Strengthened escalation handling framework, leading to improved resolution efficiency

Junior Team Leader – Service Delivery & Provisioning at TURNINGPOINT SOFTWARE SOLUTIONS PRIVATE LIMITED, Mar 2014 \- Mar 2024 · 10 yrs 1 mo, Bangalore, Key Responsibilities: • Led and developed a 14\-member provisioning and customer service team supporting US telecom operations\. • Delivered daily briefings, monitored SLA adherence, and ensured consistent team performance\. • Conducted quality audits, case reviews, and training sessions to improve accuracy and efficiency\. • Coordinated with internal and client teams to resolve provisioning issues \(ASR/LSR/CSR\)\. Achievements: • Improved order accuracy and reduced fallout through training, coaching, and process corrections\.

[View the original profile](https://tal.club/meet/sujith-bt)

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