Summary
Overview
Work History
Education
Skills
Certification
Projects
Hobbies and Interests
Languages
Timeline
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TUSHAR NAGARE

Pune

Summary

Accomplished Project Lead with a proven track record at Wipro, adept in Operations and Team Management. Excelled in enhancing service delivery, achieving SLA and KPI targets, and fostering client relations. Skilled in ServiceNow Ticketing and adept at coaching teams to exceed performance standards. Demonstrates a strong ability to manage large teams and complex projects, ensuring client satisfaction and service improvement.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Project Lead

Wipro
10.2024 - Current
  • Closely monitoring daily productivity against the defined Service Level standards
  • Perform regular audit checks on client defined compliance requirements
  • Coach & monitor Team leads in day-to-day operations & people handling
  • Analyze and generate reports for team performance on processes
  • Ensure adherence to the process deliverables (SLA's)
  • Review / audit transactions performed by team leads
  • Supervise and support team members to ensure that delivery is consistent with or exceeds client's quality service standards
  • Work closely with Team leaders to manage team and individual performance

Team Lead

Wipro
05.2022 - 10.2024
  • Led a 40-member service desk team operating 24/7
  • Prepared and presented comprehensive reports including WSRs, MBRs, and QBRs to leadership and clients
  • Proven experience in maintaining SLA's, KPI's, CSAT & NPS
  • Expertise in client handling and escalation management
  • Managed monthly roster and productivity, effectively resolving backlogs
  • Facilitated appraisal discussions for team members
  • Resources and attrition management
  • ICP certified member of the interview panel for service desk L1 & L2 hiring

Service Desk Analyst L2

Accenture
07.2021 - 05.2022
  • Worked with American International group (AIG) as a service desk analyst

Senior Associate

WNS GLOBAL SERVICES PRIVATE LIMITED
05.2019 - 07.2021
  • Motor Property and marine claims

Technical Support Representative 2

Convergys India
01.2018 - 02.2019
  • Worked with Dell and handled queries & tickets related to Windows10 and Dell Latitude systems over email and calls

Technical Support Representative 2

Convergys India
08.2015 - 01.2017
  • Worked with EE UK( Telecom & Broadband) as a level 2 technical support and handled queries over email and calls

Education

B.A - English

Pune University
Pune, India
01.2016

12th - Maharashtra, English

Bytco College
01.2012

Skills

  • Team Management
  • Operations Management
  • SLA and KPI Management
  • Process Management
  • Escalation Management
  • People management
  • Team Operations
  • Customer Service Management
  • ServiceNow Ticketing
  • CSAT and NPS
  • Service Improvement
  • Staffing and roster management
  • Client communications
  • Employee coaching
  • Client relations
  • Stakeholder management

Certification

Lean Six Sigma Green Belt

Projects

Quality Improvement-LEAN, 90 Days, Quality compliance for Honeywell was below 85%, Initiated this project to meet the compliance percent of 95% CSAT Improvement-LEAN, 92 Days, CSAT compliance was 85%, This project helped Honeywell to meet the CSAT compliance of 95%.

Hobbies and Interests

Tackling new challenges, Learning new skills 

Languages

  • ENGLISH
  • HINDI
  • MARATHI

Timeline

Project Lead

Wipro
10.2024 - Current

Team Lead

Wipro
05.2022 - 10.2024

Service Desk Analyst L2

Accenture
07.2021 - 05.2022

Senior Associate

WNS GLOBAL SERVICES PRIVATE LIMITED
05.2019 - 07.2021

Technical Support Representative 2

Convergys India
01.2018 - 02.2019

Technical Support Representative 2

Convergys India
08.2015 - 01.2017

B.A - English

Pune University

12th - Maharashtra, English

Bytco College
TUSHAR NAGARE