Tarun Kataria
Gurugram
Summary
Accomplished Solution Architect with a proven track record at Tata Consultancy Services, excelling in client engagement and strategic planning. Spearheaded digital transformation initiatives, achieving an 85% First Call Resolution rate. Expert in process optimization and leadership, holding a TCS Certified Lean Six Sigma Green Belt. Skilled in data analysis and fostering strong stakeholder relationships.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Solution Architect DWS
Tata Consultancy Services
Gurgaon
07.2023 - Current
- Led high-value deals in digital workplace services across diverse sectors and locations.
- Optimized sales performance and enhanced customer experiences through comprehensive customer lifecycle oversight.
- Managed development of service desk, deskside, and end-user computing solutions for optimal performance.
- Recognized shifts in emerging markets and analyzed their impact on product offerings.
- Collaborated with presales and related teams to address RFIs, RFPs, and RFQs.
- Conducted As-Is analysis of client environment to identify improvement areas.
- Optimized pricing strategies influenced by solution proposals and customer evaluations.
- Led client discussions using presentations, web meetings and whiteboard sessions.
- Developed pricing models and supported leadership in profit-and-loss analysis.
- Signed underpinning contracts with partners for services and products in ITSM, Chatbots, GenAI, Voice-bots, and Self-heal solutions.
Business Process Lead
Tata Consultancy Services
Gurgaon
01.2018 - 06.2023
- Managed Service Desk, Procurement, and Client (EUC) operations for the account.
- Led a team of 30 associates, achieving an 85% First Call Resolution (FCR) rate monthly.
- Achieved consistent 90% Customer Satisfaction (CSAT) rate by leading and managing team of 30 associates.
- Managed a procurement team of 10 associates for the client across all regions.
- Sustained a quarterly quality score of 90% with a team of 30 associates.
- Contributed to process improvement initiatives by providing feedback to the ITSM and EUC/Remote support teams.
- Supervised and directed a team of 30 service desk technicians, offering guidance, coaching, and performance feedback.
- Facilitated efficient recording and classification of incidents and service requests.
- Fostered strong relationships with customers, stakeholders, and end-users.
- Established and tracked service levels through SLAs and KPIs for the service desk.
- Created and updated a knowledge repository of frequently encountered issues and solutions.
- Supported transition efforts by aligning processes, reducing disruptions in service desk workflows.
- Analyzed service desk metrics to create performance reports that support data-driven decision-making.
- Evaluated training needs and scheduled workshops to boost skill sets within the service desk team.
- Conducted quarterly assessments of process documentation and workflow diagrams with Service Now Team.
- Focused on delivering effective results through understanding client objectives.
- Ensured client satisfaction through effective cross-functional collaboration.
- Deployed modern solutions for improved productivity of the service desk.
- Executed periodic reviews of team performance.
- Streamlined interactions among service desk and various IT departments.
- Assisted in recruitment efforts to expand the service desk team.
- Guided and supported during critical incidents, achieving timely resolutions.
- Engaged in cross-functional meetings to adapt to procedural enhancements with precision.
Senior Support Engineer
Convergys India
01.2016 - 07.2018
- Graduated from Associate to Supervisor in 6 Months
- Mentored new Hires during OJT (on Job training) in a tenure of 2 years
- Trained new Hires on technical aspects of the Project
- Managed Client (Dell) Queries and escalations
- Delivered Multiple sessions for Customer Service and De-escalations
- Handled Higher Group escalations for Client (Dell)
Technical Specialist
IYOGI Technical Services Pvt. Ltd
02.2014 - 11.2015
- Top Performer (CSAT) for 4 Quarters consecutively
- Top Performer (Upselling) for 3 Quarters consecutively
- Contributor to software enhancement team(testing)
- Contributor to team strategies and setting team goals
- Conducted Customer service sessions
- Oversee customer’s escalations and Co-ordinate with Team
Process Associate
APS Technology Pvt. Ltd.
01.2011 - 12.2012
- One of the top contributors for generating leads
Education
Master of Business Administration - Data Science And Analytics
Manipal University
Jaipur11-2024
Bachelor of Technology - Mechanical Engineering
U.I.E.T
Kurukshetra University01.2012
Skills
- TCS Certified Lean Six Sigma Green Belt
- TCS Certified Contextual Master
- MySQL Basic
- Microsoft applications (Excel, Outlook, PowerPoint, OneNote)
- Project Management
- Stakeholder engagement
- Process improvement
- Process optimization
- Leadership and team-building
- Client engagement and relationship management
- Risk and issue management
- Excellent communication and interpersonal skills
Languages
- English
- Hindi
Personal Information
- Date of Birth: 05/04/89
- Gender: Male
- Marital Status: Married
Affiliations
- Gardening
- Physical Fitness
- Cooking
Accomplishments
- Star of The Month Nov'18
- Special Initiative Award July'21
- Contextual Master Jan'23
- Xcelerate Warrior Award Jan'23
- Xcelerate Victor Award Feb;25
Certification
- TCS Certified Lean Six Sigma
- TCS Certified Contextual Master
Timeline
Solution Architect DWS
Tata Consultancy Services
07.2023 - Current
Business Process Lead
Tata Consultancy Services
01.2018 - 06.2023
Senior Support Engineer
Convergys India
01.2016 - 07.2018
Technical Specialist
IYOGI Technical Services Pvt. Ltd
02.2014 - 11.2015
Process Associate
APS Technology Pvt. Ltd.
01.2011 - 12.2012
Master of Business Administration - Data Science And Analytics
Manipal University
Bachelor of Technology - Mechanical Engineering
U.I.E.T
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