Rohit Kale
Pune
Summary
Subject Matter Expert and trusted advisor skilled in research, analysis and examination of company technology and standard operating procedures. Interface and collaborate with clients and internal team members, providing consultative enhancement recommendations based on industry research. Improve existing processes, procedures, technical enhancements, incident management,resource requirements and stakeholder engagement procedures to align with strategic goals.
Overview
11
11
years of professional experience
1
1
Certification
Work History
SME Lead for Google Cloud Learning Services
Cognizant technology solutions India Pvt. Ltd
Pune, India
09.2021 - Current
- Improved communication skills among students through regular group projects and presentations.
- Supporting Qwiklab's issues via chat and email support and updates which is learning platform from Google
- Managing Learning Support Team to meet all SLA's and tracking KPI's for team members
- Analyzing ticket volume and allocate resources according to capacity availability and SLA targets
- Accountable for adhering to defined Service Level Agreements for key KPIs like Customer Satisfaction (CSAT), Customer Effort, Score and productivity
- Participate and present data to client (WBR, MBR, QBRs) and discuss trends, status and action plans to meet targets
- Point of contact for escalations and requirement change from client
- Ensuring staffing and performance levels are correct to handle appropriate amounts of work volume
- Working closely with leads to decide team roster, shifts and team allocation.
- Day to day communication with internal and external stakeholders on Operation status and changes
- Performance management of team: Define, track and monitor KRAs for team
- Played a pivotal role in crisis management efforts, coordinating resources and serving as a trusted advisor to senior leadership during high-profile incidents.
- Streamlined incident response processes by developing and implementing effective incident management protocols.
- Hiring support- Proactively working with recruitment team to ensure right team is in place
- Working with program management team on automation model for process improvement.
- Developed engaging curriculum for diverse learners, adapting materials to meet individual needs.
- Mentored new teachers on best practices for effective classroom management and instructional techniques.
- Designed innovative assessments that effectively measured student mastery of course objectives while minimizing test anxiety.
- Evaluated student progress regularly, providing timely feedback for continuous improvement in academic performance.
- Contributed to the development of organizational policies related to Incident Management, ensuring alignment with industry best practices.
- Improved service quality, consistently meeting Service Level Agreements through diligent monitoring of incident queues.
- Reduced incident resolution time with efficient coordination of cross-functional teams and timely communication.
- Increased customer satisfaction ratings by effectively addressing and resolving critical incidents in a timely manner.
- Proactively conducted post-incident reviews, identifying areas for process improvement and sharing lessons learned across the organization.
- Implemented continuous improvement initiatives, refining incident management processes to drive efficiency gains.
SME for UK Telecom Process
Techmahindra business services Pvt.Ltd
Pune, India
02.2017 - 09.2021
- Managed customer relations by responding promptly to inquiries, complaints, and feedback.
- Identified areas of improvement in operational processes and procedures.
- Assisted in developing strategic plans for long-term success of the company.
- Provided training sessions for new employees classroom as well as on job trainings.
- Conducted in-depth research to stay current with market trends and emerging technologies.
- Offered one-on-one support for team members and managers to drive continuous improvement.
- Identified needs of customers promptly and efficiently.
- Wrote and submitted reports on industry trends, prompting managers to develop business plans.
- Analyzed key performance indicators to identify effective strategies.
- Evaluated needs of departments and delegated tasks to optimize overall production.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Maintained positive working relationship with fellow staff and management.
- Created plans to propose solutions to problems related to efficiency, costs or profits.
- Identified cost saving opportunities by recommending alternative solutions.
- Identified areas where operational efficiency could be improved and developed strategies for implementation.
- Won the superstar of the year award for 2019 and 2020.
Gap
NA
Pune
10.2016 - 02.2017
In search of Job
Quality Analyst for CapitalOne Collections Process US
Wipro BPS LTD
Pune
07.2013 - 10.2016
- SME Quality Analyst – Floor audits
- Maintaining Quality of transactions and adherence to High Quality Standard
- Monitoring transactions and conducting coaching sessions for teams
- Conduct Refresher training on challenging/difficult transactions types
- Conducting Audits and data analysis for entire operations
- Was responsible to create new SOPs to process transactions by following flow
- Was first to achieve 100% quality compliance percentage for queue
- Leading Quality calls with clients and Calibrations calls.
- Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.
Education
B.S.C. (Bachelor's in Computer Science) -
Pune University
HSC -
Maharashtra Board
SSC -
Maharashtra Board
Skills
- Compliance Management
- Time Management
- Problem-Solving
- Self Motivation
- Multitasking
- Team building
- Incident Detection
Certification
Google cloud digital leader
Timeline
SME Lead for Google Cloud Learning Services
Cognizant technology solutions India Pvt. Ltd
09.2021 - Current
SME for UK Telecom Process
Techmahindra business services Pvt.Ltd
02.2017 - 09.2021
Gap
NA
10.2016 - 02.2017
Quality Analyst for CapitalOne Collections Process US
Wipro BPS LTD
07.2013 - 10.2016
B.S.C. (Bachelor's in Computer Science) -
Pune University
HSC -
Maharashtra Board
SSC -
Maharashtra Board
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