Deven R Parab
Ambernath,Thane
Summary
Dedicated professional knowledgeable about best practices in field, especially effective leadership strategies to motivate employee performance and job satisfaction. Well-organized in approaching problems to investigate causes and determine optimal solutions. Detailed understanding of organizational and regulatory expectations to drive performance.
Overview
9
9
years of professional experience
Work History
Business Operations Analyst
Accenture
Mumbai
03.2022 - Current
- Addressed queries and issues from agents and escalations, providing expertise that facilitated resolution.
- Lead team by addressing concerns and promoting cohesion through regular check-ins to discuss challenges.
- Managed daily team huddles, performance reviews, and workload allocation for 35+ member support team.
- Conducted end-to-end training, SRT, and post-training assessments for enhanced team readiness.
- Maintained team rosters, transport schedules, and shift planning while tracking attendance and productivity.
- Assigned tickets and tasks among team members, ensuring timely completion per SLA requirements.
- Designed and delivered presentations to clients on team performance, ticket volume, and issue trends weekly.
- Managed escalations, prepared DTP and RCA documents, and led daily stakeholder calls.
- Developed workflows for AI chatbot project to streamline handling of queries from calls and email.
- Presented a webinar to over 600 HR professionals and payroll administrators in U.S. and Canada.
- Performed quality audits for emails, calls, and additional incidents managed by team while offering consistent feedback on performance improvement and quality criteria.
- Providing daily reports to stakeholders and team, highlighting previous day's volume inflow, customer satisfaction metrics by agent, key volume drivers, and aging tickets distribution, etc.
Customer Support Representative
ConnectWise (via IPS Vantage Tech Services)
Mumbai
12.2019 - 03.2022
- Assisted MSPs via calls, emails, tickets, chat, and LMI sessions to resolve technical issues promptly.
- Resolved user issues by following knowledge-based documents and connecting users with L1/L2 teams.
- Notified MSPs of malfunctions and warnings related to servers, desktops, and peripherals to facilitate timely resolutions.
- Triaged service tickets among technical teams based on issue type to facilitate timely resolutions.
- Coordinated with MSPs to track scheduled downtime or maintenance, ensuring team was updated on status.
- Managed entire shift operations to maintain effective workflow and adhere to service level agreements.
- Performed daily quality audits to evaluate compliance with company standards. on calls, emails, and incidents to ensure compliance with company standards and improve service quality.
Customer Support Representative
Tech Mahindra
Mumbai
07.2017 - 12.2019
- Customer Support Representative. Projects: Domestic (Idea Postpaid Service Plus), and International (HostStar OTT Platform).
- Provided customer support for billing, data plans, and mobile services.
- Enhanced customer retention by addressing complaints and informing customers about relevant offers.
- Resolved subscription issues and technical errors while guiding customers through setup on multiple devices.
- Delivered streaming and account support for international users via voice and email.
- Addressed poor CSAT ratings through follow-ups to ensure timely issue resolution.
- Maintained high-quality standards and CSAT targets consistently.
Education
Bachelor of Science - Information Technology
Chandrabhan Sharma College
Mumbai06-2017
Skills
- Microsoft Excel
- Training development
- Service level agreements
- Teamwork and collaboration
- Operations management
- Quality auditing
- Team leadership
- Ticket management
- Staff education and training
- Knowledge base management
- Technical troubleshooting
Training & Tools
- Microsoft Excel - (VLOOKUP, Pivot Tables, Index function, Match function, Macros)
- Trained as an MCSA
- UKG Atlas Enhanced
- mHUB
- SERVICENOW ( For ticketing )
- Currently learning Power BI
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