Richard A Email & Phone Number

Bengaluru, Karnataka, India

 Overseeing, facilitating, and administers ITIL based service support on a 24x7 basis.  Management of service delivery processes which may include incident management, problem management, request management, change management, service level management and configuration management. Compiles, analyzes and reports statistical data and trends relating to service level compliance and operational effectiveness. Lead, managed account and worked towards building client relations with strong organizational skills, utilising technical knowledge and experience. Focusing on Gaps, process improvements, prioritize tasks, resource planning and escalation procedures. Suggesting and sharing ITIL framework best practices and help implement the same. Adapting communication techniques for audiences at multiple internal and external levels Monitoring alerts and manage the Critical Incidents from SM perspective and not technical. Managing vendor relationship, ensuring timely delivery of service. Transitioned over 15000+ Resources with 110+ Projects. Allocated work to my colleagues, mentored and guided junior team members. Applications Worked on – Service Now, RTMS, BMC Helix, Remedy, RUM

 Planned, conducted, coordinated, and implemented a comprehensive training program for consultants and trainers. Training components will be geared toward new hires, existing members and individuals who seek one-on-one assistance Conceptualised and implemented career management, leadership development and succession planning processes Prepared new representatives by conducting orientation service processes; developed individual coaching plans; provided resources and assistance; scheduled orientation and ongoing training Determined training needs by observing service encounters; studying data, technical, service and customer experience results reports; conferring with management Developed individual results by maintaining policy and procedure resources; provided coaching; conducted training sessions; developed outcome improvement resources  Improved training effectiveness by developing new approaches and techniques; integrated support with routine job functions Supported training financial objectives by recommending budget items; controlling costs Updated job knowledge by participating in educational opportunities; analysing professional publications; maintaining personal networks; participating in professional organisations Engaged in all service-related tasks, including but not limited to process improvement, group and individual call observation, quality calibration and mentoring activities  Thorough understanding of competition within the industry, technical support and new product development and launches  Provided customer-centricity training and monitoring the observation on the implementation

Bengaluru, Karnataka, India

 Interacted with the Clients & vendors in regard to the new training content & modules. Also, updated or altered the contents Used intentional language when giving instructions, feedback, conducting one on one sessions etc. Supervised trainers while they conducted the training for the newly hired advisors on Process, pre-process and monitoring their activities during On Job Training Maintained trainer's performance report for trainers Worked on AI –Level 4 process flowchart for process flow as a part of automation organisational goal Analysed operational gaps and identified solutions, aided in a smoother experience for both applicant and client Contributed to SLA standardisation project  Quickly and effectively assessed client and applicant queries to optimise workflow and eliminate delays resulting in a quicker turnaround for pre-employment background screenings Own tasks like tracking the trainers & new trainers' activities and handholding process, web rosters and diminishing the shrinkage and attrition of trainers Identified the issues with the bottom performers through training need analysis and conducted refreshers on the focus area Conducted the calibration among the training, operations and QA  Conducted classroom and online training on WEBEX