Summary
Overview
Work History
Education
Skills
Disclaimer
Personal Information
Certification
Languages
Websites
References
Timeline
Generic
RAHUL REGHUNATH

RAHUL REGHUNATH

Kottayam

Summary

Seasoned Team Manager with history of leading successful project teams in diverse industries. Strengths include effective communication, strategic planning, conflict resolution and fostering team unity towards common goals. Proven ability to drive performance improvement through innovative leadership strategies and process optimization. Committed to creating collaborative environments that inspire team members to achieve organizational objectives.

Overview

13
13
years of professional experience
1
1
Certification

Work History

TEAM MANAGER

ZELLIS INDIA HR, Ltd
Kochi
02.2024 - Current
  • Leading and managing a team of 24 members, handling product support via ServiceNow, calls, and chats.
  • Streamlined individual case handling and conducted training programs on call handling, increasing the daily resolve rate from 0.75 cases per day in February 2024 to 2.5 cases per day by February 2025.
  • Conducted daily spot audits, increasing the volume share of the location from 28% to 62% in Tier 2 alone within 1 year.
  • I guided my colleagues with best practices, and productivity increased by 100% in seven months.
  • I conducted a process knowledge test, identified the knowledge gaps, and devised effective training programs, reducing the average resolution time from 4 days to 2.5 days.
  • Identified a revenue leak in the process, thereby creating an annual revenue gain of 100,000 GBP for the company.

CLIENT MANAGER

WILLIAMS LEA INDIA PVT. LTD
Kochi
08.2022 - 04.2023
  • Managed 36 workflow planners, consistently achieving a 98% on-time service delivery rate through optimized scheduling and resource allocation.
  • Served as the primary client liaison, resolving an average of 15 critical issues per week with a 92% client satisfaction rating, as measured by post-resolution surveys.
  • Implemented a data-driven performance review system for 36 planners, leading to a 20% improvement in team efficiency and a 15% reduction in workflow errors over two quarters.
  • Streamlined cross-functional collaboration, cutting project delays by 15%.

SENIOR ANALYST

KPMG GLOBAL SERVICES
01.2022 - 07.2022
  • Leverages statistical methods to forecast staffing needs across multiple engagements, achieving an average 90%+ accuracy rate in resource demand predictions.
  • Collaborates with engagement leaders to understand pipeline projections and integrate these into rolling 3-6 month capacity plans, identifying potential resource gaps or surpluses 2-4 weeks in advance.
  • Develops and maintains key performance indicators (KPIs) for workflow efficiency (e.g., "hours per deliverable'), and reports progress to management bi-weekly.
  • Maintains data integrity and consistency within planning systems, ensuring accuracy for reporting and analytical purposes.

ASSOCIATE CLIENT MANAGER

RR DONNELLEY INDIA OUTSOURCE PVT. LTD
03.2021 - 12.2021
  • Acts as the primary liaison for assigned clients, managing project briefs, expectations, and feedback across multiple design projects. Regularly communicates project status updates to clients, ensuring transparency and managing expectations on timelines and deliverables, achieving client satisfaction scores consistently above 90%.
  • Translates client requirements into clear, actionable design briefs and specifications for the design team, aiming for a reduction in design rework by 15% due to clear initial understanding.
  • Proactively identifies and resolves client issues or concerns, tracking resolution times and aiming for an average issue resolution time of under 24 hours.
  • Oversees daily project workloads of the design team, balancing assignments to ensure optimal resource utilization and adherence to Service Level Agreements (SLAs), consistently meeting 95%+ of project deadlines.
  • Collects and analyzes quantitative data related to design project performance, client feedback, and operational efficiency to generate insights and recommendations for continuous improvement.

TEAM LEADER

RR DONNELLEY INDIA OUTSOURCE PVT. LTD
08.2017 - 03.2021
  • Actively coached and managed the daily work of 20 team members. This helped us improve team output by 15% over one year.
  • Organized and assigned tasks, making sure projects moved forward without hiccups. This led to a 20% faster turnaround on key deliverables by catching and solving problems early.
  • Developed and led communication training sessions for the entire team. This effort directly boosted our client satisfaction (CSAT) scores by an average of 12 points in just six months, showing clients felt much better about our service.
  • Closely watched our team's performance data, such as how quickly we finished tasks and our accuracy rates. This helped us lower our error rate to below 1%, ensuring high-quality work for clients.

SERVICE DESK SPECIALIST

MCKINSEY DESIGN SERVICES
07.2012 - 03.2017
  • Handled an average of 50+ inbound calls daily, maintaining an average talk time of under 8 minutes per incident and achieving a First Call Resolution (FCR) rate of 88% for common technical issues.
  • Engaged in 20-30 live chat sessions per day, consistently achieving an initial response time of under 20 seconds and resolving 80% of chat inquiries within the first interaction.
  • Prioritized and swiftly resolved critical technical issues from partners and directors, addressing 98% of high-priority escalations within 30 minutes to minimize business disruption for key stakeholders.
  • Monitored personal performance metrics daily, including ticket volume, resolution times, FCR, and customer satisfaction scores, making real-time adjustments to optimize service delivery.
  • Played a significant role in achieving an overall Service Desk User Satisfaction score of 4.6 out of 5 stars, reflecting consistent, high-quality support.

Education

MBA - FINANCE & MARKETING

St. Joseph College of Engineering and Technology
Kottayam, Kerala

BACHELOR OF COMMERCE -

Rajagiri College of Management and Applied Sciences
Cochin, Kerala

HIGH SCHOOL -

The Asian School
Kingdom Of Bahrain

HIGHER SECONDARY -

The Asian School
Kingdom Of Bahrain

Skills

  • Process improvement
  • ServiceNow expertise
  • Team management
  • Data analysis
  • Project management
  • Client relationship management
  • Performance evaluation
  • Service delivery
  • Cross-functional collaboration
  • Recruitment strategies
  • Stakeholder management
  • Quality assurance

Disclaimer

I hereby declare that the above-mentioned information is true and I bear the responsibility for the correctness of the above-mentioned particulars.

Personal Information

Certification

  • ITIL V4

Languages

Malayalam
First Language
English
Proficient (C2)
C2
Hindi
Beginner
A1
Tamil
Beginner
A1

References

References available upon request.

Timeline

TEAM MANAGER

ZELLIS INDIA HR, Ltd
02.2024 - Current

CLIENT MANAGER

WILLIAMS LEA INDIA PVT. LTD
08.2022 - 04.2023

SENIOR ANALYST

KPMG GLOBAL SERVICES
01.2022 - 07.2022

ASSOCIATE CLIENT MANAGER

RR DONNELLEY INDIA OUTSOURCE PVT. LTD
03.2021 - 12.2021

TEAM LEADER

RR DONNELLEY INDIA OUTSOURCE PVT. LTD
08.2017 - 03.2021

SERVICE DESK SPECIALIST

MCKINSEY DESIGN SERVICES
07.2012 - 03.2017

MBA - FINANCE & MARKETING

St. Joseph College of Engineering and Technology

BACHELOR OF COMMERCE -

Rajagiri College of Management and Applied Sciences

HIGH SCHOOL -

The Asian School

HIGHER SECONDARY -

The Asian School

Similar Profiles

CREATE PROFILE
RAHUL REGHUNATH