Jira
Hi, I’m
Rahul Pawar
Bengaluru,KA
It’s not what happens to you, but how you reach to it that matters.
Epictetus
Summary
Highly organized Team Leader with 12+ years of experience leading teams and delivering results. Skilled in problem solving, team motivation, and process improvement. Managing teams and driving performance. Proven ability to build strong relationships with customers through positive attitude and attentive response. Skilled in conducting training and mentoring team members to promote productivity and commitment to friendly service.
Overview
13
years of professional experience
Work History
Dell TechnologiesBengaluru, Karnataka
Team Leader, Business Operations
03.2021 - Current
Job overview
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Built strong relationships with customers through positive attitude and attentive response.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Maintained response times to support business continuity.
Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities. - Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
Dell Technologies
Business Operations Analyst
07.2017 - 03.2021
Job overview
- Monitor daily assignments, including e-Support ownership transfers, Moxie Chat productivity, and Fusion intakes.
- Provide floor assistance, process updates, audits, and handle escalations, while fostering a culture of feedback.
- Generate productivity reports to evaluate team performance.
- Publish weekly and monthly productivity/performance reports to motivate the team and improve efficiency and quality of work.
- Conduct monthly and quarterly recognition and rewards (R&R) programs.
- Engage with business owners to expedite resolutions and reduce Time to Resolution (TTR).
- Collaborate with technical support trainers and coaches to achieve business deliverables.
- Create feedback forms for process standardization, including Root Cause Analysis (RCA), areas of improvement, and process gaps.
- Actively participate in User Acceptance Testing (UAT) and Pre-integration (PIT) testing on a quarterly basis to gain knowledge of new features and updates.
Dell Technologies
Business Operations, Sr. Associate
01.2015 - 06.2017
Job overview
- Promptly Respond to Customers: Address customer inquiries and issues in real-time through chat support, ensuring quick and efficient resolution.
- Provide Accurate Information: Offer detailed and accurate information about products, services, and policies to customers.
- Resolve Issues: Handle and resolve customer complaints and issues, escalating them to higher support levels when necessary.
- Document Interactions: Maintain detailed records of customer interactions, including issues raised and solutions provided.
- Upsell and Cross-Sell: Identify opportunities to upsell or cross-sell products and services to customers.
- Feedback Collection: Gather customer feedback to help improve products, services, and overall customer experience.
- Collaborate with Teams: Work closely with other departments to ensure comprehensive customer support and issue resolution.
- Maintain Best Practices: Adhere to best practices in live chat support to ensure high-quality service delivery
Dell Technologies
Technical Support Associate
09.2011 - 01.2015
Job overview
- Diagnose and Resolve Issues: Identify and troubleshoot technical problems related to hardware, software, and network systems.
- Customer Interaction: Communicate with customers via phone, email, or chat to provide step-by-step solutions.
- Escalate Complex Issues: Appropriately escalate unresolved issues to higher-level support teams.
- Documentation: Maintain detailed records of customer interactions and technical issues using tracking software.
- Product Knowledge: Stay updated on the latest products and technologies to provide accurate information and support.
- Remote Support: Use remote diagnostic tools to analyze and resolve customer issues.
- Collaboration: Work closely with other departments to ensure comprehensive support and issue resolution.
- Training and Development: Participate in training programs to enhance technical skills and knowledge.
Education
Karnataka State Open UniversityDharwad, India
Bachelor of Commerce from Finance
08.2011
Skills
- Problem-Solving
- Team Supervision
- Teamwork and Collaboration
- Performance Improvement
- Documentation And Reporting
- Staff education and training
- Leading Team Meetings
- Coaching and Mentoring
- Quality Improvement
- Analytical Thinking
- Time Management
- Process Improvement
Websites
Accomplishments
- Recipient of the Bronze Award on two occasions, recognizing outstanding performance and dedication.
- Awarded the Dell Champion Award, highlighting exceptional contributions and excellence within the organization.
Timeline
Team Leader, Business Operations
Dell Technologies
03.2021 - Current
Business Operations Analyst
Dell Technologies
07.2017 - 03.2021
Business Operations, Sr. Associate
Dell Technologies
01.2015 - 06.2017
Technical Support Associate
Dell Technologies
09.2011 - 01.2015
Karnataka State Open University
Bachelor of Commerce from Finance
Certification
ITIL® V3 Foundation
Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteHybridImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursHealthcare benefitsPersonal development programsPaid time offTeam Building / Company RetreatsWork from home optionAvailability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
SFDC Lightning
Microsoft Office
Languages
English
Advanced (C1)
Hindi
Advanced (C1)
Marathi
Advanced (C1)
Interests
Music
Sci-Fi Movies
Technology
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