Navin Kumar Goyal
Dubai
Summary
Experienced professional with a proven track record at Transguard Group, enhancing operational efficiency by spearheading the Salesforce CRM implementation and reducing logistics costs by up to 15% at ShivDurga Transport Company. Expert in ITSM Process Management and adept at fostering team growth, I excel in strategic planning and client service, ensuring project success and stakeholder satisfaction.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Supervisor
Transguard Group
07.2023 - Current
- Led the implementation of the new Order Management System (OMS) Fareye from inception to completion
- Directed the organizational change management process to ensure smooth transitions and adoption of new systems • Developed and implemented new operational policies and procedures to enhance efficiency and compliance
- Spearheaded the implementation of Salesforce CRM, improving customer relationship management and data tracking
- Created and implemented standard operating procedures (SOP) for customer service, enhancing service quality and consistency
- Conducted comprehensive training sessions for all staff on the usage of the new OMS, ensuring effective utilization and proficiency
Cloud Operations Lead
Wipro Ltd
03.2022 - Current
- Managing Microsoft Azure cloud infrastructure services with overall governance of BAU operational activities for the team of Cloud Engineers (L2/L3/L4), along with ITSM process management
- Establishing strong relationship between client service manager, account managers & multiple service owners through seamless operations
- Providing service improvement plans via Lean methodologies and value addition to client environment through various Cloud based solutions
- Utilizing Strong analytical skills to offer better cost effectiveness for customer and generating revenue for project team too
- Managing complete Azure inventory subscription-wise through customized values, in order to deliver effective cost management and Billing
- Accountable for Cloud security & compliance process for overall project and managing efficiently for external audits & quality performance
- Leading the multi-platform team of DB (SQL/PostgreSQL), Linux and Windows
- Handling critical KPIs & SLAs for Monthly & Quarterly Review client meetings
- Effectively handled transition, post transition activities & reverse transition process without any issues & zero escalations
- Proactive analysis of complex issues, managing effectively with collaborative approach and efficiently handling client leadership team
- Managing overall problem, change, service & critical incident management activity
Asst: Operations Manager (Logistics)
ShivDurga Transport Company
03.2018 - 03.2022
- Develop and executed strategy for logistics and inventory management across 8 stations(states) and 15 agents
- Developed plans to create positive supply chain and powerful logistics across network
- Developed detailed logistics schedules and coordinated shipments to ensure that everything was delivered in a timely manner
- Analyzed and evaluated all existing logistics processes and procedures in order to identify potential areas for improvement - decreased average logistics costs by 10-15%
- Assigned responsibilities and delegated tasks when needed, recruited and supervised new staff, and pro-actively participated in weekly team meetings with executives
- Implemented new safety rules and regulations, maintained relevant files and records, communicated with clients, and resolved any customer issues
- Supported the Logistics manager with various tasks as required and managed and maintained relevant documents and records
- Assisted in the inventory management, inspected all incoming goods and items and executed various data entry tasks, ensuring the accuracy of all information
Sr. Process Associate
TCS LTD
03.2015 - 02.2018
- Incident Management
- Real Time & continuously follow-up with support teams for relevant notification updates per SLA, and drive resolution
- Manage and coordinate activities during overall ticket life cycle & ensure that the Incident records are fully updated
- Responsible for sending all Incident notifications as per agreed process
- Work as first point of contact between technical teams and service desk to resolve all incidents within agreed SLA
- Work as a first point of contact for customer escalations and handle escalations within the accepted perimeter
- Managed the team and shift roster
- Handle stakeholder communication as per set protocol
- Co-ordinate appropriate responses, bridge calls, client/respective stake holder communication, co-ordination with L2 teams and vendors for major/critical incidents processes
- Invoke related process/protocols to ensure appropriate escalation when required
- Identifying known errors and resolution and projecting workarounds to problem managers for KEDB updates
- Operational Management
- Contribution to ongoing process & operational improvements
- Ensure the volume of work produced by the Service Desk meets Customer’s Service Level Agreements (SLA) and exceeds quality standards
- Responsible for assuring customers are provided efficient and timely first and second level support on a 24/7 basis
- Understanding specific requirements of new services and projects that impact on service delivery
- Ensure that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department
- Ensure decisions made to improve the overall customer support of the Helpdesk are continually carried through
- Provide leadership by projecting a positive attitude, and providing learning incentives
Logistics Administrator
ShivDurga Transport Company
07.2012 - 03.2015
- Acted as a liaison between the company and suppliers and was in charge and monitored multiple daily logistics activities to ensure that all policies were followed
- Supported the Logistics manager with various tasks as required and managed and maintained relevant documents and records
- Assisted in the inventory management, inspected all incoming goods and items and executed various data entry tasks, ensuring the accuracy of all information
- Implemented new procedures to increase the logistics efficiency and decrease the costs as much as possible - increased the efficiency by 15%
- Significantly improved the company's logistics system, recruited and supervised new personnel, and performed other duties as assigned
Process Associate
TCS E-Serve
04.2011 - 06.2012
- Incident Management
- Real Time & continuously follow-up with support teams for relevant notification updates per SLA, and drive resolution
- Manage and coordinate activities during overall ticket life cycle & ensure that the Incident records are fully updated
- Responsible for sending all Incident notifications as per agreed process
- Work as first point of contact between technical teams and service desk to resolve all incidents within agreed SLA
- Co-ordinate appropriate responses, bridge calls, client/respective stake holder communication, co-ordination with L2 teams and vendors for major/critical incidents processes
- Invoke related process/protocols to ensure appropriate escalation when required
- Identifying known errors and resolution and projecting workarounds to problem managers for KEDB updates
Process Executive
Infosys BPO Ltd
05.2009 - 07.2010
- Service Operations
- Investigate technical problems to determine the root cause, research and answer customer questions, and provide front-end technical support
- Interact and Work with customers to fix and answer the technical issues for a great customer experience
- Escalate problems as per the process
- Log and sufficiently document all contacts with customers in designated tools
- Provide performance feedback to the associates
- Assist with training and identify training needs within the group and provide feedback
- Compilation of various reports to analyze the agent productivity and customer experience
Voice and Accent Trainer
Key Institute, Thrissur, Kerala
11.2007 - 11.2008
- Voice and Accent
- Soft Skills
- Effective Communication
- Interview Training
- Customer Service and Culture (US & UK)
Education
Bachelor of Arts - Literature
University Of Lucknow
01.2007
Skills
- Team Leader and Mentor
- IT Strategy and Planning
- Escalation Management
- Resource management
- Analytic & Strategic
- Project Management
- ITSM Process Management
- Incident Management
- Client service
- Team Management
- Process training
Certification
- ITIL Intermediate Service Operations Certified
- ITIL Foundation Version 3 Certified
Locations
Ernakulam, Ernakulam, Kerala
Personal Information
- Passport Number: C0186767
- Passport Expiry Date: 19/07/2036
Disclaimer
I hereby declare that the above-mentioned information's are true to the best of my knowledge and belief. Assure that I will discharge my duties and responsibilities to the best of my capacity for the betterment of the organization.
Timeline
Supervisor
Transguard Group
07.2023 - Current
Cloud Operations Lead
Wipro Ltd
03.2022 - Current
Asst: Operations Manager (Logistics)
ShivDurga Transport Company
03.2018 - 03.2022
Sr. Process Associate
TCS LTD
03.2015 - 02.2018
Logistics Administrator
ShivDurga Transport Company
07.2012 - 03.2015
Process Associate
TCS E-Serve
04.2011 - 06.2012
Process Executive
Infosys BPO Ltd
05.2009 - 07.2010
Voice and Accent Trainer
Key Institute, Thrissur, Kerala
11.2007 - 11.2008
Bachelor of Arts - Literature
University Of Lucknow
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