Dear Sir/Madam,

Ref: Application for XXX Customer Service Operations Manager

I am a full time WBS MBA student who has seven and half years of work experience, mostly in the IT/Telecom sector in
customer facing roles and have been responsible for accounts of global Telecom clients. My areas of specialisation include
Operations Strategy, Strategic Advantage, Service Management and Management of Change.

Prior to entering WBS, I worked as an Associate Manager for xxxx, a telecom software products organisation in India. One
of my key successes was to build a world class operations support team from a group of inexperienced fresh recruits and
successfully bring up customer issue resolution service level adherence (SLA) from 60% to over 90% in less than a year. This
boosted customer satisfaction, and eventually made my team one of the most valued in its division that supported over 30
major global telecom operators who were all customers in the EMEA region.

Prior to my leadership role, I successfully demonstrated good cognitive ability, logical thinking and a drive to successfully
execute challenging assignments. A key success in this role was a support consultancy project for a telecom operator in
Nigeria. Huge gaps in the Billing system estimated at 40% from actual value had made the system unusable and I was able
to successfully identify some of the root causes and bring the gap to under the minimum acceptable level of 2%. The
resolution of such long outstanding operational problems and my success in building a fantastic rapport with the customers
(who vocally applauded my effort) subsequently lead to my promotion.

Another example was a difficult client project in Malaysia (refused by many engineers) which I turned around dramatically
that won me the organisation’s highest award in 2012. This project that was considered a failure in its first phase and in its
second phase I strategically analysed key underlying problems which included a major communication breakdown,
inconsistency in timeline adherence and software releases problems. Learning from mistakes, adapting to the situation,
bringing in transparency in communication, keeping an inclusive relation with the customer and pre-anticipating and fixing
potential problems beforehand helped me close the project successfully in good time in its second phase. These methods
helped me turn around a dissatisfied customer into a very satisfied and appreciative customer against all expectations.

My respect and interest in xxxxx was greatly enhanced after speaking with Fred Blogs, General Manager, during your
presentation in WBS on the 22nd February xxx. In addition to being fascinated by the company’s informal yet result
oriented work culture, I am fascinated by your risk appetite and its ability to constantly innovate from the time it started
as an online book seller till today as it ventures into Cloud computing and Tablet computers. Jeff Bezos’ words “Many of
the problems we face have no textbook solutions, and so we happily invent new approaches” have been very inspirational.

However, what I relate to best in xxxxx is its vision of becoming earth’s most customer centric organisation. I worked in
customer oriented roles throughout my career and I understand very well that for any organisation to be the best in its
business, it should not just be technically competent but should also be perceived by its customers to be the best. To
achieve this, I know that every business unit should consider how it can contribute eventually towards customer delight.

Please find my CV attached for your consideration and I look forward to your favourable response.

Yours faithfully