Sagar Roy

• Managed end-to-end service delivery process, maintaining SLA and KPI compliance for consistently high service standards.
• Created and executed plans to enhance levels of customer satisfaction.
• Directed Service Management Professionals to ensure delivery of Critical Incident, Configuration, Change and Problem Management.
• Automated routine tasks as a mentor, leading to 450 hours saved annually due to efficient service enhancements.
• Built and maintained strong client relationships, serving as the primary point of contact to address concerns, gather feedback, and align services with business objectives.
• Led service delivery teams in CIM, CFGM, CM, and PM and fostered a collaborative high-performance culture through mentorship.
• Monitored team performance, identified areas for improvement, and provided feedback and coaching.
• Identified opportunities for process enhancements and implemented best practices to streamline operations and increase efficiency.
• Developed and presented service performance reports to stakeholders, leveraging data to inform decision-making and strategic planning.
• Proactively identified potential risks and developed mitigation strategies to ensure uninterrupted service delivery.
• Resolved escalated customer issues in a timely manner according to established procedures.
• Assisted in external hiring by conducting interviews for various accounts, contributing to team growth and skill enhancement.
• Collaborated closely with Technology Teams, Governance, and project management teams to ensure seamless integration and delivery of services.
• Managed communications between internal teams and external customers regarding product updates or changes in services offered.
• Reviewed existing service level agreements and proposed changes when necessary.
• Developed comprehensive reports to present data-driven insights to key stakeholders.
• Generated monthly performance metrics documents for executive review meetings.
• Prepared PowerPoint presentations summarizing findings from detailed reports.

• Responsible for handling major incidents until resolution, thereby ensuring that service is restored at the earliest.
• Driving the efficiency and effectiveness of the incident management process.
• Producing management information, including KPIs and reports.
• Monitoring the effectiveness of incident management and making recommendations for improvement.
• Developing and maintaining the incident management system.
• Reviewing and auditing the process.
• Ensuring that all IT teams follow the incident management process for every incident.
• Also responsible for handling all other incidents towards closure and providing regular updates to stakeholders during the course of the incident.
• Analysis of incident trends and presentation of various reports and data for weekly, monthly, and quarterly reviews.
• Mentoring and allocating daily tasks to various team members, and segregating high-aged incidents to ensure greater emphasis is laid on them for progression towards closure.

Incident Management:

Managing all the P4 to P1 tickets on the Global Remedy Tool.

Managing notification and hourly updates for priority tickets, such as P1 and P2.

Involving the concerned teams to fix the root cause of the issue by joining technical bridge calls.

Managing RCA and updating the same on Incidents for Priority Tickets.

Continuous follow-up on P4 to P1 tickets and getting the aged ticket closed by the team members.

• Attaining queries from corporate users.

Assigning the issues to the concerned Dept and Engineers.

Queue Management:

Solely managing Level 2 Support Remedy (Ticketing tool) Queue and providing 100% resolution to all the issues assigned to the queue.

Weekly and monthly reports are sent to Leads and management for the Level 2 queue.

• Registering their incidents/requests and giving reference incident number (Ticket No).
• Following up on the basic troubleshooting steps and transferring them to the concerned department.
• Monitor voice calls to evaluate communication and technical skills of Agents, as per set quality parameters.
• Participate in internal quality audits and recommend changes.
• Responsibilities also include creating training modules and assessment papers to assess the product knowledge of the agents from time to time and keep them updated on various new additions in the policies, if any.
• Keeping a close track of meeting daily, as well as monthly, numbers.
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• Daily updates should be given to the team on the line items that are in red.
  Using the bucketing method and increasing internal audits for advisors who are in the red for these line items.
  Also, doing partial audits for the team on the seven red line items identified on a daily basis.
• Support the team in delivering quality and reliable service to customers or colleagues, enable people growth, and drive innovation. Spend time auditing calls, meeting and coaching people, reviewing data for the team, managing the call queue, and managing/escalating outstanding issues. Always deliver and exceed SLAs and KPIs, and continually improve. Motivate the team and control attrition.
• Regularly report to stakeholders on team's performance and KPIs. Ensure that team is updated on all process changes on time and keep up to date.
• Help the team leader identify the issues within the team and address them.

• Understanding all processes completely and finding better ways to improve efficiency, quality, and TAT.
• Managing a group of team members and providing professional support and guidance.
• Generated reports to track performance metrics of team members.
• Defined team directions and provided guidance to members.
• Managed and resolved incidents according to service agreements.

• Verifying vesting, mortgages, liens, and judgments reflecting on Title, preparing HUD 1 settlement statements, and managing queues for various processes.
• Developed and implemented curative strategies to ensure compliance with legal requirements.
• Reviewed documents and performed title searches to determine ownership, encumbrances, liens, deeds, mortgages and other property interests.