Deven R. Parab
Business Operations Analyst
Ambernath West
Summary
Detail-oriented and results-driven Business Operations Analyst with over 7 years of experience in Business Operations, IT Support, Client Service, and People Management across global clients in the US and Canada. Proven success in process optimization, SLA governance, team leadership, and cross-functional stakeholder engagement. Adept at managing large-scale operations, leading strategic transitions, and designing automation solutions to boost efficiency.
Overview
8
8
years of professional experience
16
16
years of post-secondary education
Work History
Business Operations Analyst
Accenture
03.2022 - Current
- Company Overview: Business Operations Analyst / Acting Operations Manager. Client Base: Payroll Processing & HR Services for US and Canada.
- Managed daily team huddles, performance reviews, and workload allocation for a 35+ member support team.
- Conducted new hire onboarding, end-to-end training, SRT (Structured Readiness Training), and post-training assessments.
- Maintained team rosters, transport schedules, and shift planning while tracking attendance and productivity.
- Owned hourly monitoring of ServiceNow ticket queues to maintain SLA and TAT adherence.
- Designed and delivered weekly presentations to clients on team performance, ticket volume, issue trends, and SLA.
- Responsible for managing escalations, preparing RCA documents, and leading weekly client calls.
- Created and led the MIA Chatbot AI project to streamline query handling and reduce live call volumes.
- Spearheaded the transition from Atlas Legacy to Atlas Enhanced, coordinating training, communication, and client reviews.
- Maintained DMS, CE, ISO, and Data Protection reports and ensured timely completion for 100% audit compliance.
- Managed asset allocation, onboarding/offboarding documentation, and internal tracker updates.
- Served as Point of Contact for all UKG Timeclock-related queries and presented team performance in client calls.
- Supported Payroll Admins across 600+ properties by ensuring timely payroll completion and error mitigation.
- Presented a webinar to 600+ HRs and Payroll Admins across US and Canada.
- Led training batches and support for new UKG tool launches (Atlas Enhanced).
- Business Operations Analyst / Acting Operations Manager. Client Base: Payroll Processing & HR Services for US and Canada.
Customer Support Representative
ConnectWise (via IPS Vantage Tech Services)
12.2019 - 03.2022
- Company Overview: Customer Support Representative. Project: Remote Infrastructure Monitoring.
- Managed client-facing IT alerts and proactive communication on server risks.
- Triaged support tickets and coordinated with L2/L3 teams for incident management.
- Oversaw end-to-end shift responsibilities: task allocation, SLA tracking, and ticket closure.
- Contributed to operational efficiency through shift optimization and escalation management.
- Conducted QA audits and submitted weekly team performance reports.
- Customer Support Representative. Project: Remote Infrastructure Monitoring.
Customer Support Representative
Tech Mahindra
07.2017 - 12.2019
- Company Overview: Customer Support Representative. Projects: Domestic (Idea Postpaid Service Plus) and International (HostStar OTT Platform).
- Provided customer support for billing, data plans, and mobile services.
- Improved customer retention by resolving complaints and educating on available offers.
- Followed up on poor CSAT ratings and ensured issue resolution and service recovery.
- Delivered streaming and account support for international users via voice and email.
- Resolved subscription issues, technical errors, and guided setup across multiple devices.
- Maintained high-quality standards and exceeded CSAT targets consistently.
- Customer Support Representative. Projects: Domestic (Idea Postpaid Service Plus) and International (HostStar OTT Platform).
Education
Bachelor of Science - Information Technology
Chandrabhan Sharma College
Mumbai, India 04.2001 - 01.2017
Skills
Operations management
Proficient in handling multiple tasks
Quality control
Payroll management
Quality assurance initiatives
Documentation and reporting
Workforce coordination
Coordinating team discussions
Troubleshooting and technical guidance
Effective task management
Continuous process evaluation
Management of service level agreements
Strategic task assignment
In-depth cause evaluation
Personal Information
Date of Birth: 04/May/1997
Timeline
Business Operations Analyst
Accenture
03.2022 - Current
Customer Support Representative
ConnectWise (via IPS Vantage Tech Services)
12.2019 - 03.2022
Customer Support Representative
Tech Mahindra
07.2017 - 12.2019
Bachelor of Science - Information Technology
Chandrabhan Sharma College
04.2001 - 01.2017
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