Ravi Rai

● Managing a team strength of 35 people.

● Setting up the expectation of client from team and expectation of team to management focusing on service portfolio management, financial management for IT services, demand management, and business relationship management with coordination of Project manager.

● Planning for shift alignment, Production efficiency by providing tasks to individual members in a team, Supervising the production on floor including Quality Auditing, making sure required service should be delivered on time as per time span provided. AND In case there is any backlog for the same providing the assured to be completed on said time as required further changes.

● Leading the evolution of Global Service Desk operations, ensuring the highest standards of service management and delivery, driving a culture of continuous improvement.

● Managing a team in supervising the service desk and IT operations, serving as the Single Point of Contact for global customer incidents and service requests escalations.

● Coordinated with hiring and recruitment team to track and maintained Joiners, Leavers and Transfers requests and maintain strategy to streamlined the process.

● Spearheading organizational technology to help business to grow by conceptualizing roadmap, strategy & framework revamping the entire IT Infrastructure while facilitating company transformation into secure enterprise class organization.

● Coordinating with problem owners, SMEs and other stakeholders to identify problem scope and escalate IT service outages to specialize engineering Organizing IT process milestones and activities pertaining to all support functions; spearheading IT service processes such as Incident, Problem and Change Management

● Spearheading several operations including KPIs, OLAs & SLAs Management (Service Level Agreement), Volumes Management, Team Utilization, CSAT (Customer Satisfaction), Resolve & Closure Rate, RCAs (Root Cause Analysis), Head Count & Forecasting

● Directing all critical/major incidents & service requests; supervising critical incidents from inception to closure within SLA; managing & coordinating with multi-functional teams to expedite the technical recovery process after major incidents

● Performing impact analysis to determine the severity of an incident, generating incident report on major incidents for upper management review.

● Delivering trainings to the technology & platform teams on Incident and Problem Management Process.

● Proficient in end-user support, helpdesk management and Service desk operations. Demonstrated expertise in remote desktop support. Active Directory, windows-based systems.

● Updating remedy/SNOW/Cherwell tickets for change & incident management to document monitoring and recovery steps; capturing incident follow-ups and completing formal post-implementation reviews.

● Providing on-call floor support and handling Supervisor Escalations

● Handling the team of 15 members

● Sharing the reports of productivity and CSAT, sharing the updates and process improvement plans

● Auditing the calls and chats of agents and providing feedback regarding quality

● Weekly auditing calls and chats according to quality framework in order to ensure quality improvement.

● Sharing documented feedback on critical parameters of quality with agents and finding root cause analysis of DSAT for customer satisfaction

● Supports agents in terms of quality improvement as well as process related concerns

● Specify, implement, and test quality management procedures and controls to ensure organizational compliance with regulatory and customer requirements.

● Conduct audit on audit of organizational processes, operations, and systems to identify and recommend changes and improvements.

● Evaluate the effectiveness of internal controls, operational procedures, and risk management processes.

● Establish and maintain an internal audit plan to verify that organizational internal controls, operational procedures, and risk management processes comply with regulatory requirements.

● Train personnel about quality management

● Develop and implement procedures and controls to manage quality processes.

● Maintain accurate documentation to support policies and procedures.

● Assist Project Manager and Operations Manager with quality control.

● Maintain and record records of employee qualifications, certifications, and licenses, and document training and work history.

● Perform random, scheduled, and surprise quality audits of jobsites, vendors, and other subcontractors.

● Interact with suppliers, customers, and contractors to resolve quality issues.

● Ensure that policies and procedures are followed, and that all work is documented in the company's document management system.

● Track issues through to closure including reviewing the corrective action taken.

● Problem Solving: Develops solutions to a variety of technical problems of moderate scope and complexity where analysis of situation or data requires a review of identifiable factors.

● Supervision and Decision Making: Works under general supervision regarding the direction and progress of projects and special assignments. Receives limited instruction on standards issues, and detailed instruction on new assignments. Work is reviewed for soundness of judgment and overall adequacy and accuracy.

· Insurance Processing for the requests received.

· Commission Transfer to the agents selling insurance policy.

● Selling Insurance Policies

● Learn to achieve targets in a stipulated time

● Significantly contributed in 100% customer satisfaction