Buddakara Paul Dinakaran has over 10 years of experience in customer service and operations roles. He has worked at ICICI Bank, Tata Consultancy Services, and currently serves as a Business Process Lead at Tata Consultancy Services. He holds an MBA in Finance and a Bachelor's degree in Commerce. His responsibilities have included customer support, issue resolution, training, process documentation, and people management. He is proficient in English, Hindi, and Telugu and has strong communication, problem-solving, and teamwork skills.

1. Curriculum Vitae
Name: Buddakara Paul Dinakaran
Email: dinakaranmba@gmail.com
Mobile: +91-8019285441
Phone: +91- 8019285441
CAREER OBJECTIVE
Looking forward to work in an organization that will allow me to showcase my administrative skills and my growth oriented
experience to benefit the organization.
ACADEMIC PROFILE:-
 MBA (Finance) from JNTU Hyderabad in the year of 2007
 Bachelor of Commerce In The Year of 2005
Work Experience: -
• Started Career in 2008 and worked for ICICI Bank as Phone Banking Officer
• Joined Tata Consultancy Services ( TCS ) as Associate in 2009
• Promoted as Senior Process associate in the Year 2012
• Based on the Expertise Management assigned the Tasks of Trainer and SME ( Subject Matter Expertise)
• Finally taken the Role as Business Process Lead in the Current Year (2015) for the 10 Member team and reporting to
Delivery manager.
Client Information:
Telecom Project:-
® BICS (Belgacom International Carrier Services) operates in the telecommunication industry as a subsidiary
of Belgacom SA, and provides wholesale carrier services to wire line and wireless operators and service
providers globally.
Roles and Responsibilities:-
© As a Customer Care Executive and Service Engineer:-
Being the Primary contact to the customers the basic job is to analyse the content of the mail and act accordingly.
Below are the processes handled and Various Tools and techniques as used to resolve the Issues:
Voice Products:-
• Handled the Wholesale and Premium Products of the Voice routes managed by the clients.
• Analyse the Problem based on the Statistics and find out the root cause based on the QVIEW report.
• Q- View Table is the 3rd
party tool which supports the Client through which we could be able to analyse the Metrics of
Average Success rate ( ASR) and Average Call duration ( ACD)
• Based on the Tool we use to determine what factors causing the issue for the customer and compare with the
average KPI Statistics and ascertaining the issue and benchmarking levels based on the price of the route.
• Coordinating with the traffic Carriers (Suppliers) and making the issue sort out, ensuring the feedback and solution
with in the SLA promised to Customers.
• Checking with the Account Managers and Traders and doing the necessary in adapting the new suppliers in the route
considering the Price factors and Performance.
• Using I- Net traces and Pulling out the SIP Traces and assuring the customer with necessary traces if required.
• If the reported issue has to be technically dealt we use to involve Specialist Client Engineers and ensure the Solution
with in mentioned SLA.

2. Messaging products:-
• Handling of SMS A2P, P2P cases analysing the traces and Performance of SMS received to our Hub finding out the
Errors and Blockings which avoids message delivery to end user.
• Conducting test SMS and analysing the Carrier which has a real issue and raise the ticket with respective supplier to
check further and notify the customer once the issue resolved.
• Handling of disputes with respect to high Usage and Invoice pre-checks based on the data base available.
• Signalling Connection Control Part ( SCCP ) cases – which includes the activity of analyse the Traces based on the
international mobile subscriber identity ( IMSI) and Mobile Station International Subscriber Directory Number
(MSISDN)
• Pre checks based on the IR21 with respect to relation between the customer and Roaming Partner and analyse the
numbering Plan changes.
• Notify the Customer and Roaming partner to check the issue at their level.
• If Customer asks us to establish the link we used to inform the respective team to settle the link.
Signalling Products:-
• Based on the data and Voice Trunks stability we use to find out the issue at what time the link was down and
analysing if there is any proactive monitoring tools has identified earlier or not.
• We use to check the reported issue (if detected earlier at client level) with respective Infrastructure teams and IP
teams.
• On the proactive tool we use to identify the affected Customers and use to send them the proactive notification’s and
alert them accordingly, similarly with messaging tools.
• Analyse the Errors and Check if there is any End network issues and act accordingly in assisting Customers.
Monitoring Tools:-
• Proactive Checks for Voice ,SMS, Signalling metrics and creating Proactive tickets
• Ascertain the Guard Duty’s if necessary during Out of office Hours and notify the Client.
• Specific rules during High traffic loaded events like Ramadan and Christmas and client specified days.
Mobile Remittance Products:
• Check the International Remittance done Via Platform of BICS and Checking the Status notes and refund and
cancellations.
• Handling the international cash remittances which have an issue and check with respective partners.
Planned Works and Outage Notification Management:-
• Once we receive any notifications with respect to planned works and Installations and Outages with network and sea-
cables and Marine faults we will plan and notify to respective teams to prepare accordingly.
• Managing the views of such outages and schedule the Visits of Engineers and coordinate with respective locations
which provides approval.
© As a Trainer:-
• Actively involved in the transitioning of processes & knowledge transfers in adherence with the client's requirements
• Undertaking responsibilities of removing unnecessary procedures in process for efficient functioning.
• Ensuring uniformity in the process understanding at the client's and the organization's end.
• Preparing various presentations / documentation / Reports for clients / management for pre / post assessment
activities.
• Coordination with onsite team / managers to understand process needs and transition and knowledge transfer
related activities
• Preparing training plan for new hires. Preparing monthly Performance report of the team which includes calculating
(TAT, Manpower Utilization).
© As an SME:

3. • Preparing and maintain all process related to documents
• Will train the employees about new updates provide by the client
• Processing and Quality checking of all the activities in the process
• Creating production and analysis report
© As a HR Catalyst:
• We have our HR located in Chennai, so to connect with HR I was nominated as a HR Catalyst and acting as a barrier
between HR and the team members
• Taking weekly calls with HR and updating the status of the team
• Updating and conducting HR activities to the team
• Discussions with the team members and understating and helping out with the some HR related tasks/activities
Extra Initiatives and Responsibilities:-
 Preparing monthly budget KPI data
 Preparing and maintaining shift roasters for the team
 Taking Care of Team in Absence of Team Leader
 Helping my TL and Manager with internal documents
Achievements:-
o Achieved employee of the month award 3 times in TCS.
o Won on the spot award from the client several times
o Achieved some rewards and appreciation certificates from the client
Computer skills:-
Proficient in MS Office Package [MS Word, MS Excel, MS PowerPoint, MS Access and MS Outlook]
TRAININGS:-
Operational Risk
KYC - Know Your Customer - KYC Guidelines
AML - Anti Money Laundering
HSE - Health Safety & Environment
Linguistic abilities:
English
Hindi
Telugu
Strengths:
Good oral and written communication skills
Good Interpersonal Skills, Good Team Player, Quick Learner & Positive Attitude
Ability to work logically, analysis and take decision
Willing to take responsibilities
Personal Details:

4. Date of Birth: 16/03/1984
Passport: Yes
Marital Status: Married
Address: 584/B Gulmohar Park Serilingampally Hyderabad-500019.