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
10
10
years of professional experience
4029
4029
years of post-secondary education
1
1
Certification
Work History
Project Lead (Assistant Manager)
Wipro
07.2023 - Current
- Led a high-performing 40-member Service Desk team operating in a 24/7 support environment, ensuring seamless IT service delivery.
- Prepared and presented Weekly Status Reports (WSRs), Monthly Business Reviews (MBRs), and Quarterly Business Reviews (QBRs) to internal leadership and external clients.
- Demonstrated consistent success in maintaining Service Level Agreements (SLAs), Key Performance Indicators (KPIs), Customer Satisfaction (CSAT), and Net Promoter Score (NPS) targets.
- Excelled in client relationship management and escalation handling, ensuring timely resolution and stakeholder satisfaction.
- Managed monthly rosters, optimized team productivity, and effectively addressed and resolved ticket backlogs.
- Facilitated performance appraisal discussions, providing constructive feedback and career development guidance to team members.
- Oversaw resource planning and attrition management, ensuring team stability and continuity.
- ICP-certified member of the interview panel for L1 and L2 Service Desk hiring, contributing to talent acquisition and team building.
- Monitored daily productivity against defined service level standards, ensuring operational excellence.
- Conducted regular audits to ensure compliance with client-defined requirements and internal quality standards.
- Coached and mentored Team Leads in operational management and people leadership.
- Analyzed and generated performance reports to track team efficiency and identify areas for improvement.
- Ensured strict adherence to process deliverables and conducted transaction audits for quality assurance.
- Supervised and supported team members to consistently meet or exceed client quality service standards.
- Collaborated closely with Team Leaders to manage both team and individual performance effectively.
- Implemented best practices in documentation management systems that improved efficiency, accessibility, and security of project-related information.
- Ensured timely delivery of critical deliverables by closely monitoring progress against milestones and adjusting plans as necessary.
- Improved overall team performance by conducting regular performance evaluations and providing constructive feedback to facilitate professional growth.
Quality Analyst
Wipro
05.2022 - 06.2023
- Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.
- Identified process inefficiencies through meticulous data analysis, leading to streamlined operations and increased productivity.
- Developed and maintained quality assurance procedure documentation.
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
- Handling Motor,Property and Marine claims
- Claim Adjudication
- Setting up new business
- Resolving queries over calls & email with internal IAG employees.
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
12th - Maharashtra, English
Bytco College
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
Project management
Resource allocation
Quality control
Process improvement
Mentoring
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 (Assistant Manager)
Wipro
07.2023 - Current
Quality Analyst
Wipro
05.2022 - 06.2023
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
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