Rahul Khatwani
Bengaluru
Summary
Dynamic client relationship and incident management leader with a track record of driving service improvements and managing risks. At Vodafone India Pvt Ltd, significantly enhanced customer experience, earning recognition as Top Performer of the Year. Proficient in ITIL and technical troubleshooting, consistently delivering strategic solutions to complex challenges. Aiming to leverage expertise to further enhance client satisfaction and operational efficiency.
Overview
15
15
years of professional experience
Work History
Manager
Vodafone India Pvt Ltd
03.2019 - Current
- Customer Relationship Management: Cultivate and maintain strong relationships with clients, understanding their pain points and delivering customized solutions to enhance their satisfaction
- Incident Management: Oversee the lifecycle of incidents and service requests, ensuring timely escalation and resolution to meet service level agreements (SLAs)
- Escalation Management: Address and resolve customer and stakeholder escalations concerning billing, incidents, and service delivery
- Change Management: Collaborate with internal and client teams to schedule and implement changes effectively
- Service Improvement: Identify and execute service improvement initiatives to optimize customer experience and operational efficiency
- Order Delivery & Transition: Manage the seamless handover of new services and ensure timely delivery while coordinating with project and transition teams
- Customer Engagement: Lead monthly and quarterly service reviews to provide transparency and strategic insights to clients
- Billing Review: Ensure accurate billing and revenue protection by reviewing and validating invoices
- Risk Management: Proactively identify and mitigate risks, communicating potential impacts to stakeholders
- Recognized with a 'Cash Reward' twice for proactive customer management (2021, 2023)
- Awarded 'Hi-Fi Award' for exceptional customer experience enhancement (2022)
- Honored as Top Performer of the Year (2018-2019) and received multiple performance awards
Senior Executive
Vodafone India Pvt Ltd
03.2016 - 03.2019
- User Access Management: Administered user accounts and access permissions across multiple applications and systems
- Technical Support: Provided comprehensive support for MS Outlook, VPN configurations, and various IT issues
- Training & Escalations: Facilitated training for new employees and managed escalations effectively
- Awarded ABC Award for outstanding performance (2014)
- Acknowledged for teamwork and contribution to company activities
Program Member
TIMKEN Engineering & Research India Pvt Ltd
04.2012 - 08.2015
- Delivered technical support for email and network issues, configuration, and VPN
- Managed ticketing systems and provided support for IT peripherals
- Led a team, managed ticket queues, and addressed technical and non-technical issues
- Earned ABC Award for three consecutive months (2014)
- Recognized for exceptional teamwork and participation in company events
Technical Support Representative
IBM India Pvt Ltd
04.2010 - 02.2012
- Provided technical support for IBM’s internal and external clients, focusing on email and internet connectivity issues
- Managed high call volumes and ensured high standards of customer service and issue resolution
- Received IBM Blue Thanks for outstanding service quality
- Consistently achieved high CSAT scores and contributed to process improvements
Education
Bachelor - commerce
Rajasthan University
01.2009
Diploma - Computer Networking & Hardware
Jetking
Jaipur, RAJ02.2005
Skills
- Client Relationship Management
- Incident & Escalation Management
- Service Improvement and Change Management
- User Access and Onboarding Management
- Technical troubleshooting
- Billing & Risk Management
- Scrum Master, Agile
- Prince2
- ITIL
- CCNA
Disclaimer
I hereby declare that the information provided is true to the best of my knowledge.
Languages
- English
- Hindi
- Sindhi
Personal Information
- Father's Name: Mohan Khatwani
- Date of Birth: 12/23/84
- Gender: Male
- Marital Status: Married
Timeline
Manager
Vodafone India Pvt Ltd
03.2019 - Current
Senior Executive
Vodafone India Pvt Ltd
03.2016 - 03.2019
Program Member
TIMKEN Engineering & Research India Pvt Ltd
04.2012 - 08.2015
Technical Support Representative
IBM India Pvt Ltd
04.2010 - 02.2012
Bachelor - commerce
Rajasthan University
Diploma - Computer Networking & Hardware
Jetking
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