Rahul Sk
Service Support Manager
Bengaluru
Summary
Senior Business and Operations Analyst with extensive experience in customer service management, process improvement, and data analytics. Proven track record in supporting EMEA Service Management and PEGA portal operations at Accenture Salutations PVT LTD, enhancing customer satisfaction through effective case management and stakeholder collaboration. Demonstrated leadership effectiveness and ethical judgement in previous roles at Alorica, Transworld Systems India Pvt Ltd, Concentric, and Quirk India PVT LTD. Skilled in LEAN principles, risk management proficiency, and business intelligence tools to drive operational excellence. Committed to leveraging expertise in financial modelling and workflow optimizations to achieve organizational goals.
Overview
9
9
years of professional experience
1
1
Language
Work History
SSM
Gallagher
03.2025 - Current
- Senior Business and Operations Analyst with extensive experience in customer service management, process improvement, and data analytics.
- Evaluated new insurance products, assessing suitability for client portfolios.
- Advised existing and prospective clients on different insurance policies.
- Excellent communication skills, both verbal and written.
- Recommended insurance strategies to reduce or control risk, enhancing protection.
- Proven ability to learn quickly and adapt to new situations.
- Managed time efficiently in order to complete all tasks within deadlines.
- Proved successful working within tight deadlines and a fast-paced environment.
Senior Business and Operations Analyst
Accenture Salutations PVT LTD
09.2021 - Current
- Supporting the EMEA Service Management mailbox distribution and now the PEGA portal, Finance and Accounts tickets.
- Assist random clients on various issue types: billing, repairs, ordering, online VEC, invoice, aged debt, collections, and more.
- Case management, providing end-to-end governance on each assigned case.
Tracker ownership such as OAI, ageing trackers to monitor and follow up on open items periodically. - Partner with external and various internal stakeholders, such as customer, sales, billing, repair, ordering, and VEC support.
- Participate in weekly recurring meetings to discuss cases, challenges, and updates with Verizon clients.
- Conducted OJT sessions for new hires and trained employees on latest software tools
- Create AYS tickets and track the status of incidents to resolve technical issues.
- Secured discounts to prevent disconnection of accounts
- Provided accurate and comprehensive information utilising appropriate techniques and resources
- Responsible for governing overall customer satisfaction scores, upholding good customer relationships.
SR DRBO Dec 2020 to Jul 2021
Alorica
12.2020 - 07.2021
- Deliver timely, accurate, and professional customer service to all Door Dash customers.
- Resolve customer order enquiries through incoming chats.
- Manage refunds and replacements to achieve customer satisfaction.
- Ability to explain technical procedures and delivery regulations clearly to the customers.
- Worked individually to reach the organisational goals, and manage escalations.
US Mortgage Insurance Document Verification
Transworld Systems India Pvt Ltd
10.2019 - 09.2020
- Provide outstanding customer service to clients, and help customers with insurance claims.
- Insurance Claims and Fundamentals.
- Homeowners' insurance and business insurance.
(Etisalat UAE) SR Customer Support
Concentrix
11.2018 - 07.2019
- Manage a large volume of incoming calls for network and internet enquiries, and tech support.
- Customer Service Management and Service Quality Management.
- Contact centre quality monitoring and qualitative user research.
CRM Customer Service Consultant
Quirk India PVT LTD
07.2016 - 11.2018
- Customer care, doorstep scheduling for deliveries and pickup.
- Multi-Channel Customer Interaction Management and Customer Satisfaction.
- Call routing and scripting, and Microsoft Power Virtual Agents.
- Customer Satisfaction Management, and Call and Conversation Management.
Education
Bachelor of Business Administration - Bcom
ARNI university
Tanda, Himachal PradeshCertificate of Higher Education - CEBA
Karnataka State Open University
Mysuru, IN-KAPreethi English Medium School
Bengaluru, KASkills
Process improvement strategies
Qualification
B.com, ARNI University
Hobbies and interests
- I like to watch movies and web series at my free time.
- I like to travel a lot.
- always trying to learn new things and keeping myself busy.
- Last but not the least I like playing sports and going to Gym
Personal Information
- Nationality: Indian
- Marital Status: Single
- Gender: Male
- Date of Birth: 26/12/1994
Education
other,other,other
Languages
6,C2
Timeline
SSM
Gallagher
03.2025 - Current
Senior Business and Operations Analyst
Accenture Salutations PVT LTD
09.2021 - Current
SR DRBO Dec 2020 to Jul 2021
Alorica
12.2020 - 07.2021
US Mortgage Insurance Document Verification
Transworld Systems India Pvt Ltd
10.2019 - 09.2020
(Etisalat UAE) SR Customer Support
Concentrix
11.2018 - 07.2019
CRM Customer Service Consultant
Quirk India PVT LTD
07.2016 - 11.2018
Certificate of Higher Education - CEBA
Karnataka State Open University
Preethi English Medium School
Bachelor of Business Administration - Bcom
ARNI university