Kavita Rana
Noida
Summary
Dynamic individual with hands-on experience in Service management and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Service Management Lead
Clorox
01.2024 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Process efficiency in Change Management, Request Management, Problem Management, Knowledge Management and MIM.
- Work closely with various teams to gather insights and feedback, fostering a culture of continuous improvement.
Change Manager
Fujitsu Consulting India Private Limited
08.2022 - 12.2023
- Apply a structured methodology and lead change management activities
- Identify, analyze, and prepare risk mitigation tactics
- Create actionable deliverables for the core change management plans: Sponsor Plan, People Manager Plan, Communications Plan, and Training Plan
- Create actionable deliverables for any required 'Extend' plans, such as the Resistance Management Plan
- Support and engage senior leaders
- Coach people managers and supervisors
- Support organizational design and definition of roles and responsibilities
- Participated in work streams and outcomes in change initiatives for systems and technologies.
- Oversaw day-to-day operations and assisted in challenge resolution to reduce potential downtime.
- Supported development, execution and monitoring of system change management plan in collaboration with key stakeholders.
Service Process Manager/ Change Manager
NTT Data Global Delivery Services
04.2019 - 08.2022
- Collaborating with management to gather and analyze operational information
- Preparing change management strategies to reduce expenses, increase revenue, and maximize efficiency
- Evaluating cost structures and budgetary impact of the proposed changes
- Consulting with staff members and identifying and managing anticipated resistance
- Creating communication and training plans to enable smooth implementation of the strategy
- Assisting with the restructuring of the staff component to optimize the effective implementation of the project
- Tracking implementation progress and reporting back to management
- Coaching managers and supervisors to improve implementation communication.
- Drafted reports to inform senior decision-makers and guide operational strategy.
- Prepared reports in service Now & Remedy by collecting, analyzing and summarizing information.
Change Manager
Convergys India Services Pvt. Ltd
10.2017 - 10.2018
- To Maintain SLA/KPIs for self
- To enhance Customer Satisfaction by providing quality deliverables
- Contribution to knowledge management by updating/creating the knowledge articles
- Opening service orders for each issue and ensuring accuracy of information
- Adherence to security and compliance requirements
- Assists in constantly improving processes and procedures as it relates to client support.
- Led training and communication for stakeholders impacted by change initiatives to application or system processes for specific capabilities.
- Led stakeholder meetings to promote awareness of project implementation and progress across stakeholder groups surrounding business capabilities.
- Improved employee skills and increased team value with new training opportunities and empowering leadership.
Service Process Controller
SMC Pneumatics Ind. Pvt. Ltd
03.2012 - 06.2016
- Responsible for daily help desk functions, addressing all incoming support requests via remotely email, phone and website based on ITIL Service Strategy and Service Improvement
- To act as a Service desk analyst responder remotely addressing various end-user network support requests coming into our office from client sites
- Enhanced teamwork, time, personnel, and project management, problem-solving, and leadership skills
- Assists in disseminating information including maintaining and updating technical calendars, updating client information, and keeping current on department status
- Assists in constantly improving processes and procedures as it relates to client support
- Keep client informed of status, timing, and options for support
- Completed required compliance documentation to meet industry regulations.
- Calculated defect percentages or averages to help locate root cause of problems.
Education
Engineering - Electronics Engineering
Board of Technical Education
Delhi06.2011
High School Diploma -
Sarvodaya Vidyalaya
Delhi03.2008
GED -
Sarvodaya Vidyalaya
Delhi03.2006
Skills
- Effective Communication
- Team building and Training
- Cost Reduction & Waste Elimination
- Performance reviewing
- Reporting and documenting
- Collaborate cross-functionally
Certifications And Technical Training
- ITIL V3 and V4 certified
- Certified Scrum Master (CSM)
- Certified Scrum Product Owner (CSPO)
- Certified Service now Administrator (CSA)
- Virtual Knowledge Management certification
Personal Information
- Date of Birth: 08/21/89
- Marital Status: Married
Hobbies and Interests
- Reading
- Listening to music
- Yoga
Certification
- ITIL V3 and V4 certified Certified Scrum Master (CSM)
- Certified Scrum Product Owner (CSPO)
- Certified Service now Administrator (CSA)
- Virtual Knowledge Management certification
Timeline
Service Management Lead
Clorox
01.2024 - Current
Change Manager
Fujitsu Consulting India Private Limited
08.2022 - 12.2023
Service Process Manager/ Change Manager
NTT Data Global Delivery Services
04.2019 - 08.2022
Change Manager
Convergys India Services Pvt. Ltd
10.2017 - 10.2018
Service Process Controller
SMC Pneumatics Ind. Pvt. Ltd
03.2012 - 06.2016
Engineering - Electronics Engineering
Board of Technical Education
High School Diploma -
Sarvodaya Vidyalaya
GED -
Sarvodaya Vidyalaya
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