Karan Rathod

Karan has around 15+ years of experience in the industry. Initiatives taken by projects and sessions for continuous improvement. Worked as a Quality Analyst in Bank of America, ITO Service Desk, and Request Management. Karan has strong conversation skills and excels at communicating with Business Partners and colleagues. Has a Diploma in Project Management

• Peoplesoft Oracle, 04
• Remedy, 04
• Nice Perform, 04
• Citrix client, 04

• Professional Services - Hi-Tech, Support Function – BPS, Responsible for creating consolidated data reports on new and existing contract with TCS Hi-Tech department. Supports with Weekly status report and summary of all work done while the key stages of contract negotiations and how these activities contributed to the completion of a successful business deal. Analyzed reports of revenue information from the accounting and leadership team to create financial projections and forecasts revenue outlook. Coordinated, created, assembled, and edited presentations for managers and senior leadership on business reviews.
• Manpower, Invoicing Professional, To define the process, and step-by-step procedures that are essential for the TCS team to provide the required services to Manpower Group. Activities to be performed are operating models, service levels, escalation matrix and project. Accountable for the management and execution of all assigned contingent workforce program level functions. Satisfied operational goals by accomplishing human resources objectives. Gained best performer recognition for consecutive two months. Achieved 98% Customer satisfaction. Cultivated and maintaining existing relationship with clients and employees. Also organized team building events.
• Telstra Australia, Client Case Management, Managing technician appointments for infrastructure installation at customer premises. Work on the smooth transition from the Copper line technology to New Fiber technology for locations across Australia.
• Credit Card Fraud, Risk Management, Analyzing customers credit card account and detect fraud activities. Help customer in creating their preferred spending pattern to avoid possible fraud activity. Be in constant touch with the various merchants in USA for action plans to bridge the gap in fraud and recovery. Managed a team as an SME to drive performance by delegating performance actions plans for individual growth.
• BOA ITO Service Desk, Quality Analyst, Performing Audits for the Data Tickets logged by the associates in Request Management. Provide Constructive Feedbacks to the associates to improve their scores and knowledge about quality. Create RCA’s and work on the CSI (Customer Satisfactory Index) Details for Continuous Improvement. Analysis on CSI Survey Scores for Continuous Improvement. Conduct Calibration session with the Leads, associates, and the management to ensure everyone is on the same page. Projection of scores and create action plans to achieve the projected goal.
• Infrastructures Technology Shared Services, Quality Analyst, Troubleshooting on desktop related issue. Creating incident tickets to rectify client’s issue on timely and effective manner. Provide faster service by taking desktop access and work on issues real time. Performing Audits for the Data Tickets logged by the associates in Request Management. Provide Constructive Feedbacks to the associates to improve their scores and knowledge about quality. Create RCA’s and work on the NPS (Net Promoter Score) Details for Continuous Improvement. Analysis on NPS Survey scores for continuous Improvement. Conduct Calibration session with the Leads, associates, and the management to ensure everyone is on the same page. Projection of scores and create action plans to achieve the projected goal. Managed a team and provide daily feedback to team on key performance indicators including quality, attendance, and average handle time of fielded calls.
• Outbound Sales (Home Call, One tell, Carphone Warehouse), Customer Service Associate, Sell various Telephone Tariff plans to the existing British Telecom customers. Conduct Training Sessions for the new joiners and conduct training plans for the process.

• Project Management Support, BPS Hi-Tech, Jan 2020 till present
• Invoicing Professional (Accounts Payable/Accounts Receivable), Tata Consultancy Services, November 2016 to Dec 2019
• Client Case Management, Tata Consultancy Services, April 2014 to November 2016
• Quality Assurance / Risk Management, J P Morgan Chase, Sep 2012 to Feb 2014
• Quality Analyst, Mphasis ITO Service Desk, Feb 2010 to March 2012
• Quality Analyst, Bank Of America Continuum Pvt Ltd., Mar 2006 to Feb 2010
• Customer Service Associate, Respondez Spanco Telesystems and Solutions, Sep 2004 to Feb 2006

• Diploma in Project Management