Vikas Kumar Kawatra Email & Phone Number

Gurugram, Haryana, India

Gurugram, Haryana, India

Gurugram, Haryana, India

Gurgaon, Haryana, India

Gurgaon, India

Gurgaon, India

Gurgaon

Process Management - Monitoring overall functioning of Processes, identifying Improvement areas - Initiating Process improvement through feasible System changes, Process migration, Process realignment & Efficiency Management - Mapping client's’ requirements and coordinating in Developing, Implementing and Transitioning processes in line with the guidelines specified by the client - Quarterly/Monthly Business reviews with the Process Owners while maintaining the agreed SLA & thereby focusing widely on maximizing Productivity Output, Customer Experience while optimizing costsManaging Operations.- Monitor, Analyze, Report and Develop Effective Processes - Ensure & drive consistent delivery on Service Levels across Processes - Discipline and Rigor around Error tracking & analysis, Feedback and Knowledge ManagementTeam Management - Review performance of the team members and responsible for conducting training or development opportunities for them - Devising a training plan for the new recruits to impart Product & Process Knowledge - Organizing team events, activities to boost employee morale and engagementStaffing Contributions - Collaboration with the HR Manager in mass recruiting activities such; Hiring for Analyst/ SME positions, Operations Leads and Peer Interviews - Design and coordinate training programs for employees in order to enhance work efficiency Operations Consulting - Build strong framework to deliver efficiency and effectiveness towards Partner Support Oriented Projects - Transitions & Stabilizing processes, BCP, A/b testing, Operations readiness and Cross functional leadership

Noida

Team Management, Training Management, Knowledge Base Management, Outage Management, Self Service Queue ManagementPrimary Knowledge Base focal- Providing coaching & feedback and Conducting Process related training - Managing and Resolving all Client Escalations and resolutions.- Responsible for Transitioning of new processes & applications within the account.- Managing 2 separate teams- Client and People Management- Managing Daily Team activities to ensure the daily operations run smoothly- Managing Key Business Metrics (SLAs and SLOs)- Run reports and conduct thorough analysis of SLA Misses- Performance Management and appraisals for the team- Weekly, Monthly and Quarterly reviews to the Management- Knowledge Management and Quality Control- Apply Performance Management strategies - Action Plan and BQ Management

Gurgaon

Worked as an SME for Service Desk (Ally)Primarily responsible for - Team management, Training to the new resources, Managing and updating the Knowledge base, Daily, weekly, Monthly reports to the clients, Daily/Weekly Con call with clients.Involved in Transitioning of this Account (End to End)

Gurgaon

Primary Responsibilities - - Assisting SME with training sessions for the new joinees- Rolling out process updates- Floor Support to the new team mates

Gurgaon, India

Worked as Level1 Customer Care Executive with IBM - Projects worked on - HP (Printer Support - US Customers), Virgin Media (UK ISP customers)Primary responsibilities - Level 1 Calls, - Assisting technical issues with Printers, Desktop, Laptop, Internet- Revenue Generation through Sales

New Delhi Area, India

Worked as a Private Home Tutor - Mathematics for CBSE 10th to 12th, Statistics - Upto BCOM - Final year

B.Sc.It, Information Technology, A

Diploma In E-Commerce, E-Commerce/Electronic Commerce, A+

Completed ECommerce diploma from Informatics - Course Primarily included - C, C++, Visual Basic, Java, ASP, JSP,

High School, Commerce, A+ (84% In Aggregate)

Activities and Societies: Opening bowler in School Cricket Team