Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Websites
Timeline
Generic

Rahul Asswani

Nagpur

Summary

Goal-driven Service Manager offering over 7 years of successfully establishing and maintaining good working relationships with customers to encourage customer retention and referrals. Maintains high-quality service repairs and minimizes comebacks. Communicative and team player oriented with skills in coaching and task delegation.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Service Manager

Orion Network Solutions
Nagpur
12.2023 - Current
  • Owned and enhanced key metrics, including First response time, resolution time, and customer satisfaction rate, driving continuous improvement and excellence in service delivery.
  • Identified and implemented strategic process improvements, leveraging data-driven insights to elevate the efficiency and effectiveness of our customer service operations.
  • Developed and refined the support strategies to ensure high quality service experience across all regions.
  • identified and managed project risk and issues and developed mitigation strategies.
  • Managed Initiation, scheduling, tracking, reporting and execution of project as per the agreed schedule, scope using standard templates.

Sr. Team Lead

HCL Technologies
Nagpur
02.2022 - 11.2023
  • Ensured the process is executed as per client contract
  • Interact with the client and share updates and changes with the team.
  • Reviewed the performance with the key process matrices and conduct RCA to improve Quality parameters.
  • Prepared weekly and monthly operation Presentations.
  • Identified the opportunities for automation within the account.
  • Provided feedback and coached the outliners.
  • Identified the Training needs for the new joinners.
  • Coordinated between internal and external stakeholders.
  • Closely governed CSAT and DSAT for the entire project
  • Meeting the daily KPI and SLA.

Process Analyst

Gallagher Services
Pune
10.2020 - 02.2022
  • Maintained customer satisfaction with forward thinking strategies focus on addressing client needs and concern.
  • Provided support to internal and external clients.
  • Assisted global based firms with medical claims and settlement.
  • Assisted end users over voice and video with medical claims and settlement.
  • Handled highly vulnerable customers by understanding the criticality of the situation.
  • Helped the project with multiple kaizens for process improvement.
  • maintained a smooth communication between the firm and client.

Sr. Ops Representative

Concentrix Daksh Pvt Ltd.
Pune
06.2017 - 09.2020
  • Assisted UK based users with Broadband technical issues over VOIP and remote control.
  • Resolved 100+ service tickets per day.
  • maintained VOC targets and ensured user experience is not impacted.
  • provided Second line support to internal agents.
  • Trained 8 batches of 24 resources each batch by providing adequate process training.
  • Audited calls for the aligned resources to strive improvement.
  • Conducted feedback sessions for the defaulters.
  • Worked as Sr. RDS specialist in field support team to ensure services are resumed on time.
  • Worked as a tier 2 specialist to support printer and other gaming consoles.
  • Assisted the field engineers with the network and telephone switches.

Education

BBA - Marketing

City Premier College
Nagpur
05-2017

HSC - Science Education

Yahoda Jr. College
Nagpur
04-2013

SSC - State Board

St. Xaviers High School
Nagpur
05-2011

Skills

  • Project Management Skills
  • Analytical skills
  • Managing complexity
  • CRM & Strong communication skills
  • Execution excellence
  • Resource management

Accomplishments

  • RNR - 2017 & 2018
  • Voice of Customer - 2018
  • Xtramiler of the year - 2018

Certification

  • Business Analysis Foundation Basics
  • ITIL 4 Foundation Certified.
  • Persuing PGBA with advance Excel
  • Persuing Prince 2 foundation.

Languages

English
First Language

Websites

Timeline

Service Manager

Orion Network Solutions
12.2023 - Current

Sr. Team Lead

HCL Technologies
02.2022 - 11.2023

Process Analyst

Gallagher Services
10.2020 - 02.2022

Sr. Ops Representative

Concentrix Daksh Pvt Ltd.
06.2017 - 09.2020

BBA - Marketing

City Premier College

HSC - Science Education

Yahoda Jr. College

SSC - State Board

St. Xaviers High School

Similar Profiles

CREATE PROFILE
Rahul Asswani