Aruj Recriwal

• Working effectively as Operation Manager for big clients (Tenet, Deutsche Bank) and as a face to customer
• Managed and supervised approximately 70 full-time employees across multiple L1/L2 teams, including IAM, RDS, and User Provisioning.
• Dutifully prepared and presented SLA Report, Stack Ranking, and Agent Productivity Reports every week to Top Leadership.
• Regularly created and delivered Project Performance Decks to foster effective communication with clients and HCL Leadership.
• Produced regular reports to monitor team's weekly/monthly achievements and progress
• Provided training sessions for new associates in the account and mentored team members
• Developed key performance indicators to measure effectiveness of operational processes.
• Played a key role in transferring knowledge from Tenet and Deutsche Bank to HCL as part of an effective transition team.
• Conducted analysis of headcount for each track based on one-year historical data.
• Collaborated with the Automation Team to automate various applications.
• Streamlined escalation for entire project through development of an efficient escalation management process
• Successfully managed all escalations pertaining to accounts, resolving issues promptly for internal and external stakeholders.
• Collaborated with clients to enhance satisfaction levels and minimize service delays by streamlining exception processes
• Implemented problem management strategies that led to a 97% incident resolution rate within 3 business days, surpassing the previous rate of 95%.
• Enhanced team CSAT scores by implementing empathy and sentiment analysis programs, resulting in a significant increase from 78% to 85%
• Coordinated ticket distribution among teams while monitoring queues.
• Proactively identified process gaps and recommended improvements to account management
• Cultivated customer satisfaction through building strong relationships and proficiently managing accounts.
• Actively engaged in frequent meetings with account and service management
• Updated Standard Operating Procedure and runbook.

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• Ensured all unresolved cases were transferred promptly to the appropriate personnel for further investigation.
• Created detailed reports that outlined the results of each resolution process used by the escalation team.
• Conducted research into customer service issues and presented findings to management team.
• Developed and implemented new procedures for resolving customer issues quickly and efficiently.
• Developed and implemented a successful strategy to achieve the intended results.
• Delivered all required training to team members.
• Streamlined and coordinated operational tasks effectively.
• Create reports to update the company on the team's progress.
• Creating awareness about the rules and regulations of the organization.
• Conducting and scheduling a meeting for the project, and providing feedback to the team members.
• Handling escalations and prompt resolution of issues as per requirements.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Planned, organized, facilitated and promoted diverse recreational programs.
• Organized monthly meetings with key stakeholders to discuss progress, challenges, best practices, and changes needed within the escalation department.

• Worked on Pine Labs' Payment Controller (PCUI) live server
• Collaborated with state coordinator to promptly resolve all field related queries
• Monitored and published daily field TAT report by collecting and compiling data from multiple files.
• Diligently fulfilled daily responsibilities such as EDC hygiene checkup, TID initialization, IP configuration, and monitoring NTP POS status.
• Delivered proactive support to address queries from Merchants and Field Engineers
• Developed and maintained Live server Interface for Quick support
• Effectively handled customer accounts for Pine Labs, solving payment-related concerns and providing prompt assistance with EMI rate inquiries on POS.
• Collaborated in monitoring and reporting the payment data of financial institutions including American Express, HDFC, and Axis.
• Managed the configuration of Bank Terminal ids on live Server with Microsoft Navision.

• Managed three separate accounts with teams ranging from 15-20 members.
• Managed Request Management and Incident Management Queue to ensure strict adherence to SLA
• Consistently upheld an error rate below 0.5% across all request types, with a flawless track record of 0% errors in terminations.
• Handled escalations and promptly resolved issues as per requirements
• Contributed to process improvement by ensuring up-to-date Standard Operating Procedures were available on SharePoint.
• Assisted in generating User IDs and Passwords to grant user access across various servers, domains, and applications.
• Created User IDs, Service Accounts, and Groups in Active Directory while also resetting passwords and providing group access to users
• Created and managed user IDs, passwords, and group access in AS400 under series navigator.
• In-depth knowledge in basic networking, internet troubleshooting, desktop troubleshooting, expository writing skills and quality assurance.