Rehan Karimi
Summary
I am an individual driven by high motivation, adept at embracing extreme challenges and turning them into deliverables with substantial returns. Proficient in overseeing operations, optimizing processes, and implementing cost-saving measures. As a Tech Enthusiast equipped with a broad range of skills across technologies, frameworks, and practical applications, I transform ideas into reality.
Overview
7
7
years of professional experience
Work History
Service Delivery Operations Senior Analyst
Accenture
04.2021 - Current
- Collaborated with stakeholders to build product roadmaps for a Telecoms Process
- Optimized project management, resulting in timely deliverables and improved client satisfaction rates.
- Nurtured strong working relationships with clients, ensuring their needs were met while exceeding expectations on deliverables.
- Led Project Management functions including Initiation, Requirement Analysis & Finalization, Project Scoping, Planning (Estimation, Scheduling & Milestones), Quality, Risk management, Execution Control & Delivery
- Well-organized with a record of assisting management to achieve measurable performance improvements through requirements definition and transparent reporting and focus on leveraging technology for business process improvement
- Accelerated the success of organizations by bridging the gap between Architecture and Delivery Teams to ensure value-driven delivery & product development of high quality employing Agile & Scrum development techniques and delivery of projects
- Recognized as the Change Agent by analyzing core business issues, devising continuous process improvements and incorporating business process initiatives which increases the efficiency, streamlines the operations and decreases the aggregate expenses with limited resources
- Expertise areas including Product Development, Risk Management & Customer Relationship Management with key focus on top-line and bottom line profitability
- Recognized for leading development teams through successful deliveries and providing technical and functional support
- Provided technical support for troubleshooting analytics and reporting issues.
- Proficient in analyzing statistical data, recording market behaviors, and generating valuable insights for strategizing and forecasting future business plans
Service Delivery Operations Analyst
Accenture
09.2018 - 03.2021
- Led cross-functional teams in strategic planning sessions, aligning efforts with company goals.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency
- Proven ability to foster a positive and engaged work environment, leading to low turnover and high productivity
- Developed and deployed chatbots
- Successfully reduced SME support by and improved quality and KPI scores through the deployment of a cutting-edge chatbots solution
- Increased efficiency by streamlining data analysis processes and implementing automation tools.
- Streamlined reporting procedures by creating user-friendly dashboards for easy access to key performance indicators.
- Managed multiple projects simultaneously while adhering to strict deadlines and quality standards.
Business Consultant
Sutherland Global
12.2017 - 08.2018
- Acting as a primary interface with Technical Managers for all technical clarifications, dependencies and escalations
- Utilized advanced CRM tools to track client interactions efficiently while maintaining detailed records of their individual goals, preferences, and concerns.
- Keeping the team informed about updates and new releases in telecommunications, including training them on new systems and processes
- Increased customer satisfaction through diligent troubleshooting and resolution of network-related issues.
Subject Matter Expert
Navi
12.2017 - 08.2018
- Observing and analyzing chat interactions to identify root causes of problems and provide guidance to the team
- Keeping the team informed about updates and new releases in telecommunications, including training them on new systems and processes
- Working in the back office to resolve errors related to orders, using both chat and call support as necessary
- Collaborating with other team members and stakeholders to find efficient and effective solutions to problems, and to continuously improve processes and systems
- PROJECTS Slack Chat bot
- This Bot is integrated with an exisiting Citrix App, Slack
- Easy to use Bot within slack helps agents to get quicker answer to their question to resolve customers concern
- Using an existing database, this chatbot can respond to a search query
- Enjoyable and easy to learn
- Decrease in customer repeat by 4% & Improved CSAT KPI by 10%
- A 40% reduction in the need for SME support and a quicker resolution of issues
- Pros: Cost effective Quick and precise resolution Less SME support Stay updated with latest news and learning
- Value Per Hour (KPI Improvement) To better grasp the aim, a reverse formula was developed
- This made it possible for team members to better understand the KPI
- It provides a Hit rate card for one day, one week, and one month
- Achievement:
- Project's first-ever achievement of the VPH target for the entire site in
Education
Bachelor Of Science - Information Technology, Commerce & Science
Pillai College Of Arts
Diploma - Computer Engineering
Pillai College Of Engineering
Skills
- Fundamental Analysis
- Client Relationship Management
- Process and procedure development
- Time Management
- Quick decision-making abilities
- Cost analysis and savings
- Performance Improvements
- Project Management
- Stakeholder management
- Training and mentoring
Accomplishments
- Presented with the Star of Business and Award for 2 consecutive years.
- Improved customer satisfaction ratings by 20% by Developing AI Chat Bot.
- Presented with Emerging Team lead for 2 consecutive years (FY2020 & FY2021)
Additional Information
- AWARDS, Start of the business, Emerging Team leadAccenture Pvt Ltd
Timeline
Service Delivery Operations Senior Analyst
Accenture
04.2021 - Current
Service Delivery Operations Analyst
Accenture
09.2018 - 03.2021
Business Consultant
Sutherland Global
12.2017 - 08.2018
Subject Matter Expert
Navi
12.2017 - 08.2018
Bachelor Of Science - Information Technology, Commerce & Science
Pillai College Of Arts
Diploma - Computer Engineering
Pillai College Of Engineering
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