Harsh Rawat
Customer Service
Faridabad
Summary
Service Delivery Ops Senior Analyst with over 9 years of comprehensive experience in management, tactical business leadership, and end-to-end operations. Skilled in SLA Management, People Management, and Change Management, driving business growth, profitability, and strategic alliances. A diplomatic leader and analytical thinker, adept at inspiring and cultivating productive relationships with employees and partners. My expertise lies in competent planning, organization, and a solutions-oriented approach to achieve optimal results. Ready to leverage my extensive experience and skills to excel as a Team Leader, driving success through strategic leadership and collaborative team management.
Overview
10
10
years of professional experience
6
6
years of post-secondary education
Work History
Service Delivery Ops Senior Analyst
Accenture
2 2017 - Current
- Worked as a Team Leader for Google as a client to support Order Management/Last Mile Delivery Support.
- Enhanced team productivity by streamlining workflow processes and implementing time-saving strategies.
- Mentored junior analysts, fostering professional development while enhancing overall team performance.
- Collaborated with cross-functional teams to identify areas of improvement, leading to increased operational effectiveness.
- Nurtured strong working relationships with clients, ensuring their needs were met while exceeding expectations on deliverables.
- Optimized project management, resulting in timely deliverables and improved client satisfaction rates.
- Performed audits of subsidiaries to protect shareholders and potential investors from fraudulent or unrepresentative financial claims.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Provided technical support for troubleshooting analytics and reporting issues.
Subject Matter Expert
Convergys
06.2014 - 02.2017
- Managed team performance and progress
- Identified and resolved operational problems using expertise and judgment.
Education
Bsc. Physical Sciences -
Delhi University
06.2011 - 05.2014
Intermediate - undefined
St.Columbus School
05.2009 - 05.2011
High School Diploma - undefined
St.Columbus School
04.2008 - 05.2009
Skills
Technical Support
Customer Service
Operations
Planning
Leadership
People Management
Customer Satisfaction
Key Performance Indicators (KPIs)
Client management
Performance monitoring
Knowledge of business operations
Technical understanding
Data Analysis
Languages
English
Hindi
Details
Faridabad, India, 9818649878, rawoutharsh@gmail.com
Corecompetencies
Operations Planning, Leadership, People Management, Planning, Daily Operations Management, Daily Operations, Daily Report, Human Resources, SLA management, Team Management, Customer Satisfaction, Customer-focused Service, Customer Service Training, Supply Chain Management, Order Management, Presales, Risk Mitigation Planning, RCA, SWOT analysis, Pareto Analysis, Team Performance Management, Team Performance Optimization, Monitoring Performance, Performance Metric, Metric Management, Scorecard Management, Performance Improvement Plan
Awards
- Star of business, Accenture, 06/01/24, 06/01/24
- Best Team Lead, 01/01/24, 06/01/24
Projects
AHT Reduction, Gurugram (04/01/23 to 06/01/23)
- Pilot the AHT reduction project on a process level. Identified the outlier TUI's and outlier agents who were giving an impact on the AHT and launched the action plan for 4 weeks to curb down the AHT by daily traction.
Customer Satisfaction - CSAT improvement, Gurugram (01/01/24 to 03/01/24)
- Lead the project to improve the customers satisfaction over chat contacts. Identified the lagging and leading metrics which were impacting the overall business CSAT. 4 weeks coaching and rigorous trainings on lagging TUI's and improved communications skills during those sessions.
Timeline
Subject Matter Expert
Convergys
06.2014 - 02.2017
Bsc. Physical Sciences -
Delhi University
06.2011 - 05.2014
Intermediate - undefined
St.Columbus School
05.2009 - 05.2011
High School Diploma - undefined
St.Columbus School
04.2008 - 05.2009
Service Delivery Ops Senior Analyst
Accenture
2 2017 - Current