Summary
Overview
Work History
Education
Skills
Software
Accomplishments
Certification
Timeline
Hi, I’m

Rahat Anand

HYDERABAD
Rahat Anand

Summary

With 9 years of experience offering outstanding support to users of various levels. Exceptional skills and knowledge in Service Management/Customer Experience and subject matter expert on Audit Applications. Established reputation as sharp technology expert when working with customers to identify and deploy solutions. Highly motivated Service Manager with 9+ years of Technology experience. Consistently drives results by building and leading high-performance teams. Excellent communication skills with proven history of effectively collaborating across all organizational levels.

Overview

13
years of professional experience
6
years of post-secondary education
1
Certification
2
Languages

Work History

Deloitte
Hyderabad

Assistant Service Manager
03.2016 - Current

Job overview

  • Provide input to Service Desk Owner and Incident Management Owner regarding Continuous Improvement opportunities
  • Provide process and management support, advice, and direction to Service Desk team
  • Provide leadership for communication, both, internally within Enterprise Services among all service stakeholders and externally to business
  • Compile data through Incident entry that will be used for management information and reporting
  • Establish and maintain relationships with internal technology teams and business users
  • Maintain established service level agreements to meet customer expectations and quality standards
  • Strive for continuous improvements of incident management and service request processes as well as integration of both with other IT operations management processes (problem, change, asset)
  • Direct, guide and support IT Operations Managers / Service Owners regarding all IT service portal related topics, uncertain situations or conflicts
  • Provide regular management reporting on IT activities, business projects and initiatives to International IT Service Management lead
  • Provide input into development and improvement of processes and procedures for preventing, detecting and responding to malware threats
  • Guide/Perform benchmarking, trend analysis and other input to drive continuous improvement and elevate service performance
  • Trained 80 less-skilled service workers on standards, efficiency, and conflict resolution for best-in-class customer service

24[7] Private Lmtd
Hyderabad

Team Leader
11.2011 - 12.2015

Job overview

  • Handled team of 30 advisors/executives for day to day operations.
  • Communicating updates to processed/procedures/Compliance/daily changes to advisors.
  • Simplifies customer interactions and mentors by experience and knowledge of product.
  • Empowers and help advisors obtain evaluate all relevant information to evaluate all relevant information to handle customer enquiries.
  • Identify factors impacting ones performance and prepare coaching/action plan to improve performance.
  • Been part of calibration sessions/update sessions.
  • Interact with client Unit Manager(UM) in efficient manner to get resolutions.
  • Real time monitoring and coaching on for both chat and emails.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service
  • Built strong relationships with customers through positive attitude and attentive response
  • Worked with team to identify areas of improvement and devised solutions based on findings

Sitel India
Hyderabad

Senior Technical Specialist
01.2010 - 04.2011

Job overview

  • Complete troubleshooting on all internet related queries.
  • Working from Dial up to Broadband for both Personal and business consumers.
  • Data backup and restore after complete operating system installation along with installing drivers and software's offered by Bell Canada for customer support.
  • Installing Printers and connecting via network and troubleshooting if any errors.
  • Removal of Virus and complete trouble shooting in installing the Security software to ensure no further issues.
  • Up-selling, including upgrading internet packages and creating new accounts.
  • Assigning packages depending on the area/locality where customer resides.

Education

Mahatma Gandhi Institute of Technology
Hyderabad

B-Tech Engineering from Mechatronics
06.2005 - 11.2009

Narayana Junior Colelge
Hyderabad

Intermediate Degree
06.2003 - 06.2005

Niraj Public School
Hyderabad

10th ICSE Secondary Education
06.2003 - 06.2003

Skills

Service Planning

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Software

Azure

Windows

Accomplishments

    · Led an initiative to migrate a member firm and the users from a legacy third-party app into an existing proprietary multimillion Audit apps

    · Lead and oversee a specialized support team in US/India supporting 18,000 users internally/externally

Certification

Certified Scrum Master

Timeline

Certified Scrum Master

08-2022

Assistant Service Manager

Deloitte
03.2016 - Current

Team Leader

24[7] Private Lmtd
11.2011 - 12.2015

Senior Technical Specialist

Sitel India
01.2010 - 04.2011

Mahatma Gandhi Institute of Technology

B-Tech Engineering from Mechatronics
06.2005 - 11.2009

Narayana Junior Colelge

Intermediate Degree
06.2003 - 06.2005

Niraj Public School

10th ICSE Secondary Education
06.2003 - 06.2003

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Rahat Anand