Kunal Porwal
Bangalore
Summary
A result-oriented professional with proven success of over 17+ years in Process Management, Customer Relationship,
and Team Management in the Service Industry. Proven expertise in Incident and Problem management, service
delivery, customer engagement and team leadership.
Proficient at managing & leading team for running successful process operation, service standards for business
excellence.
Overview
22
22
years of professional experience
Work History
Service Delivery Manager
Tata Consultancy Services Ltd
Bangaluru
12.2016 - 08.2025
- Led Problem management initiatives for P1/P2 incidents, driving permanent solutions and reducing recurrence.
- Endured SLA compliance through proactive engagement and weekly client connects.
- Handle any foreseen / upcoming escalations internally and avoid customer dissatisfaction.
- Weekly connect with Client, ongoing RCAs and the steps to improve on the existing process.
- Managed RCA coordination and internal team alignment thorough regular team meetings and sharing updates.
- Spearhead escalations prevention by anticipating client impacting risks early.
- Organized 'All Hands' meetings for entire project to align goals and reduce process inefficiencies.
- Acted as SPOC for Nestle Builds under SAP SE, handling pre-sales support and demo readiness.
- Mentored new hires, conducted business communication trainings, and tracked learning progress.
Senior Operations Analyst
First Advantage
Bangaluru
09.2013 - 12.2016
- Handle queries from clients and candidates for Premier, General background, Premier tech Support and Priority queue.
- Answer to queries in a timely manner and if required escalate issues and be the point of contact for the client.
- Liaise with different departments to help resolve client queries and escalations.
- Communicate with managers and Team leaders on changes required on tools like Confluence.
- Maintaining effective client/user relationship by providing resolutions in a timely manner.
- Trainings for new team members and bridged process gaps. Conducting Quality audits for phone and Emails for team members and provided feedback in the presence of Team Lead.
- Analyzed and coordinated operations for Business Improvement towards business with more than 100 employees.
Senior Consumer Technical Support
Dell Inc.
Bangaluru
05.2010 - 09.2013
- Assist customers with technical help and general information regarding the systems.
- Diagnose all technical related issues with systems and offer solutions.
- Help customers to track their orders placed online and follow-ups.
- Feedback from the customers once they had received their Orders.
- Troubleshooting pertaining to issues like Battery, Adaptor, Display and others.
- Track of team's performance in whole and publish reports to the Team and Floor on a daily basis.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Worked flexible hours across night, weekend, and holiday shifts.
Support Analyst
Aegis
Bangaluru
01.2004 - 08.2009
- Heading teams of 15 - 25 agents, 1 Subject Matter Expert.
- Review and closely monitor the generated WPM (Weekly Performance Management) reports of the team.
- Track and Analyze KRA'S to identify gaps and implement corrective actions as required.
- Responsible for enhancing the performance of the team by doing IPS (Interactive Parallel Sessions), skills transfers and PSM (Professional Success Meetings).
- Help and drive set standards of quality performance through constant monitoring and providing specific and timely feedback.
- Regular feedback to team on performance.
- Working in conjunction with individuals, teams and stakeholders to enhance the Business Processes to meet Business requirements and to establish benchmarks and standards and facilitate implementation of evidence-based practice.
- Monitoring and undertaking business process reviews including the evaluation of processes and make recommendations for improvements.
- Collaborated with cross-functional teams to troubleshoot and resolve client inquiries effectively.
- Provided technical support for software applications, resolving issues and enhancing user experience.
- Developed training materials to assist users in navigating software tools effectively.
- Conducted regular system audits to ensure compliance with organizational standards and protocols.
- Improved customer satisfaction by promptly addressing and resolving support issues.
- Trained new support analysts, contributing to the overall growth and success of the team.
- Managed multiple projects simultaneously, ensuring timely completion within scope and budget constraints.
Skills
- Incident investigation
- Customer satisfaction
- Client relationship management
- Mentoring and training
- Training and coaching
- Schedule coordination
- Performance improvement
- Project implementation
Timeline
Service Delivery Manager
Tata Consultancy Services Ltd
12.2016 - 08.2025
Senior Operations Analyst
First Advantage
09.2013 - 12.2016
Senior Consumer Technical Support
Dell Inc.
05.2010 - 09.2013
Support Analyst
Aegis
01.2004 - 08.2009