Avinash Kumar Anand

IT Service Delivery Manager

• Spearheaded team of 30 IT support specialists, providing top-tier technical aid to users within North South Europe (NSE)
• Vigilantly developed, tracked, and reported on Service Level Agreements (SLAs), enforcing adherence, and persistently pushing for service delivery enhancement
• Regularly scrutinized SLA performance, instigating necessary corrective measures to ensure optimal service
• Pivotal in ensuring swift and efficient resolution of incidents and problems, mitigating business operation disruptions
• Established ITIL processes to normalize incident and problem management protocols

Customer Satisfaction and Support

• Pioneered in delivering swift, proficient, and impactful IT support services, ensuring high customer satisfaction
• Acted as primary point of escalation for intricate technical issues, assuring satisfactory resolution
• Identified and acted upon opportunities for process enhancements to boost efficiency and effectiveness
• Collaborated with IT teams to optimize workflows and enhance service delivery

Performance Analysis and Knowledge Management

• Produced and scrutinized reports on service desk performance, focusing on key metrics such as ticket resolution duration, customer satisfaction indices, and SLA adherence
• Established and maintained extensive knowledge base to aid support team and end-users in resolving recurring issues

Stakeholder Engagement and Compliance

• Engaged with stakeholders across organization to comprehend their IT requirements and address any concerns
• Ensured all service desk activities adhered to organizational policies, industry regulations, and security standards
• Regularly conducted audits and reviews to uphold compliance and minimize risks.
• Led hiring, onboarding and training of new hires to fulfill business requirements
• Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes

• Leading a headcount of 20 and ensuring the staff is motivated, monitored and measured in line with company targets and performance standards
• Primary liaison to clients: Operations, training & quality deliverables
• Collaborating with clients on quarterly & annual basis for Quality Framework and compliance
• Responsible for operations-level reporting on the performance of quality framework to management for review as a basis for improvement to the quality
• Interpreted and implemented processes, regulations and SOPs for quality control and overall regulatory compliance, making independent decisions and modifications as required
• Analyze training requirements Providing inputs to the Learning and Development team
• Evaluate the team's performance to facilitate performance management, merit increases, promotions, and job transfers
• Review quarterly & annual quality reports for all operations at Hyderabad center
• Master Certified Lead For core service business at Accenture (Google Client)
• Working knowledge of process improvement methodologies, such as six sigma or business process management.

• Auditing and feedback
• Reviewing customer support interactions and sharing feedback with agents
• Create action plans
• Strategic planning for agents performing below par
• D-sat learning
• D-Sat feedback to agents across teams
• Interactive learning sessions
• Conduct programs for excellent customer handling techniques
• WBR and MBR decks
• Conducting client business review meetings
• Delivering presentations
• To help build effective customer relationship
• Quality control
• Monitoring project progress
• Achievements: Helped improve C-sat scores percentage across teams
• Trained and certified 13 Quality Analysts for the project
• Developed internal quality assessment sheet to track progress and efficiency.

• Assisting customers over calls to resolve issues and help with required information
• Achieving all the performance goals
• Auditing cases and sharing peer-to-peer feedback
• Giving presentations on topics for a better understanding of customer support
• Achievements: Was selected as part of the first phone pilot team in India for Amazon
• Promoted as SME within 6 months of joining
• Moved to the process training department to train new hires on various processes.

• Supporting the sales team to ensure all sales and service objectives are met
• Finding solutions to real-time issues
• Installation, maintenance and support of all applications and communications software
• RCA for the project
• Identifying operational gaps
• Achievements: Created an efficient job tracker
• Played a prominent role in making company brochures
• Won 'Best employee of the year' for my role in taking the company with 25 IT consultants to more than 100 IT consultants
• Built credibility, established rapport and communicated with stakeholders at multiple levels.

• Firm Level Activities
• Singing at office events
• Conducting Fun Sessions
• Hosting Townhall
• Answering customer queries on new products
• Completed assignments 50% ahead of schedule, achieving all goals in just 3 months
• Worked with new customers to develop new accounts and implement new systems
• Contributed ideas for t development of new policies and procedures.