RAHUL SONI

Post Graduate Diploma in Financial Strategy Planning (ICFAI)

Post Graduate Diploma (Personnel Management and Labor Laws)
B.A. (Hons) English: -Delhi College Of Arts and Commerce
ITIL V3 Certified Foundation
ITIL V3 Intermediary (Service Operations)
ITIL V3 Intermediary (Service Transition)
ITIL V3 Intermediary (Service Design)
Prince 2 Practitioner & Foundation Certified
National Institute of Sales Sales and Marketing
OBJECTIVE
I am looking for a career opportunity that will allow me to develop fully and
leverage my Business and IT Management Skills, expand the firms business,
improve the current processes, and conceptualize solutions based on industry best
practices.
SUMMARY

Rich and diverse functional experience in the various Infrastructure

Operations, Sales and Sales Training, ITES processes ranging from
Hardware Support, Operating System Support to ISPs
More than 12 years of experience in fields ranging from Banking, Sales,
IT&ITES and Tourism Portals.
More than 8 years experience in managing a workforce of around 25-30
support representatives in different roles.
Excellent communication, problem solving, organizational, project
management, team mentoring & training skills, with the ability to cope
with pressure

Work Experience: Accenture Services Pvt Ltd

Designation :- Service Management Lead
Date
Project :- Carillion Plc
Key Responsibilities:o
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April 2010 till date

August12 till

As a Service Management Lead I am responsible for the management of

the framework for measuring and reporting on services provided to its
customers.
This entails reporting on service performance against the agreed SLAs with
customers, as well as reporting on internal KPIs that track leading
indicators for the centre.
The Service Management Lead is also responsible for supporting processes
such as Service Level Management, Service Governance, Incident
Management, Change Request Management and Continuous Improvement
Responsible for smooth functioning of Key Service Management Processes
like Change Management, Problem Management and Incident Management
Overlooking a team of 25 Service Desk Professionals assisting the client
with level 1 and level 1.5 services as a part of Incident Management
Process
Adhoc deliverables include preparing and delivering presentations to
client, prospective clients, Senior Leadership team, chairing of conference
calls on key aspects
Responsible for assisting the quality team with the CMMI Audit preparation

for my project
Achievements: Awarded ACE (Accenture Celebrates Excellence) Award for superior
delivery Guiding Star
Awarded IO Super Star Award for exemplary dedication and focus on
responsibilities
Designation :- Service Delivery Lead
Project :- Thomas Cook
Key Responsibilities:o
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April10 till July 2012

Leading a team of 20 -25 Service Desk Technologists for handling,

isolating, assigning and mobilizing the resources towards effective
handling of users issues and requests
Ensure that the Key Deliverables for the Desk are achieved by responding
to the various modes of interaction in a timely manner
Prepare and manage high volume during change intervals with minimum
slippage in terms of attending to users
Ensure that the Quality Standards are adhered to while handling different
modes of interaction
Maintaining rigor around handling high Priority Incidents by working
closely along with the Client and the onshore teams
First Point of Contact for any change in process and deliverables and
responsible for percolating the same to the Level 2 teams
Liaise with the Clients on weekly basis for frequently occurring issues and
decide upon a Plan of Action
Involved in daily and weekly calls with the client around the key issues and
deliverables
Responsible for ensuring that resources are updated and trained on all the
concepts pertaining to changes to the Infrastructure set up
Consistently drive initiatives around the whole project for better delivery.
Example:- Drive to reduce Pending Incidents and Increase Focus on
improving Customer Satisfaction Scores Identifying resources across the
project and impart VnA cum Customer Handling Skills Training

Achievements:
Awarded Key Contributor Award for the Project 2012
ACE Award Guiding Star - 2012
IO Super Star Award - 2013
0% Attrition till date 2010 - 2013
WORK EXPERIENCE: DELL INTERNATIONAL SERVICES
Designation: - Program Lead Total Solutions
(Chandigarh)

July08 till March 2010

Key Responsibilities:o
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Single Point of Contact for all Revenue, Margin and Refund Related Issues
Responsible for working with the key stakeholders in ensuring that the
business achieves targets
Identify and Arrange trainings to the Middle Level Workforce for further
dissemination of updates
Identify and Point out Quality Related Concerns to the key stake holders
Manage the Audit Team which conducts Audits revolving around Quality,
PnPs, Legal Guidelines and Structure

POC for Out-Sourced Partners; Monitor Performance, identify gaps and

provide suggestions

Achievements:
Recognition from Business for assisting and ensuring that Week on Week
targets are met
Recognition from the Program Team on successful completion and
implementation of planned objectives
Recognition from the Out-Sourced Partners on providing coaching and timely
feedback

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Designation: Home Sales Manager

March06 till June08

Key Responsibilities:o
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Catering to the Computing Needs of Home and Small Business Segment of

UKI Region (United Kingdom and Ireland)
Led a Workforce of 15-20 Sales Representatives who were responsible for
handling the call traffic and act as consultants cum account managers to
individual customers and fulfill their current and future computing needs
Liaison with different departments and ensure End to End Customer
Satisfaction resulting in a favourable Purchase Experience
Ensure that the Revenue and Margin Goals are met for by employing various
Sales Principles like Farming and Hunting during lean periods
Ensure that the Team Delivers on the Priority Metric During a specific Quarter
and see the business division green
Identify Gaps and Plug them by providing training and coaching to the Team
Members
Suggest and Recommend Branding Division on various top selling items and
drive it successfully

Projects Undertaken:I.

Services Key Initiative Champion for the UKI Region (Gurgaon)

Role Comprised the Following:o Act as a champion with colleagues in all team meetings/forums (weekly
meetings, etc.): review teams performance, communicate latest
marketing news for my respective Key Initiative (Services- The
Hardware Warranty)
o Interface with marketing to understand Key Initiative action plans
(offers, incentives, etc.) and provide sales floor feedback, attend Key
Initiative calls
o Review performance (attach rates, pen rates, volume, etc.) for Key
Initiative on a daily/weekly basis

II.

Poc for the Call Mix during a particular launch of a Product Line for effective
planning and decision making so as to reap the maximum benefit from the
opportunities available( Hyderabad)
Role Comprised the Following:o Brief all the Teams about the Intent
o Educate on the methodology employed
o Collate data at the end of the day/week
o Deduce findings and share it with the key decision makers

Follow through and report results

Achievements:Awarded Manager of the Quarter (FY07 Quarter 3)

0% Attrition Rate for 2 Years
Highest Revenue Generating Team since the Last 3 Quarters(FY08 Q1,Q3,Q4) in
Dell Home Sales
WORK EXPERIENCE: ICICI BANK LTD

Designation: Manager Retail Loans

(Oct 05 Till March 06)

Key Responsibilities:Originating loans through solicitation of builder/developers, real estate

brokers/agents, and possibly financial institutions by selling the advantages
of the bank
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Mobilizing direct selling teams / representatives for selling loans

Follow through loan process till closing by working within fairly standardized
methods/processes and utilize company standard rates as outlined by their
region
Responsible for generating business originating from walk in customers
Handling a team of dedicated personnel assigned to various business heads
(Example Housing Loans, Personal Loans etc)
Actively responsible for servicing and maintenance of existing accounts,
providing information, and resolving banking problems for clients.

WORK EXPERIENCE: CLI3L (CLI3L-AJVBETWEENI ITC-INFOTECH

04 JULY05
Designation: Team Leader

Achievements:-

AND

CLIENTLOGIC)

DEC

Process: - BT Telecom

Developed symbiotic relationships with clients which resulted in new and

increased business
Managed to control Attrition to almost 0% for the major part of my tenure for my
respective team
Identified new prospects and formulated value proposition for clients
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Was awarded TL of the Quarter in May05

Was awarded TL of the Month twice March & April05

WORK EXPERIENCE: DAKSH E-SERVICES

PVT LTD
DEC02-NOV04
WORK EXPERIENCE: CONVERGYS INDIA SERVICES
JUN02-NOV02
WORK EXPERIENCE:-SPECTRAMIND
WORK EXPERIENCE: MCDONALDS FAMILY RESTAURANT
NOV99-APR01

MAY01-JUN02

Professional Qualifications:
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Completed a Diploma in Web Development and Designing from Asset International (A

Division of Aptech Computers)

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Diploma in C, C++ programming language on SCO UNIX Platform from SSI Computer
Institute
Completed a 2- year Diploma in Sales and Marketing from National Institute of Sales
and marketing
Yellow Belt Training in Quality
White Belt Training in Quality
Acer Soft-Skill Training

Extra Curricular Activities and Involvements

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Member of Toastmasters International (Public Speaking Platform)

Vice-President, Education Firebirds Toastmasters Club July 2012 Present
Vice-President, Education Delhi Advanced Toastmasters Club July 2012 Present
o Am responsible for providing and maintaining the positive environment and
the programs through which members can learn and grow. My performance is
directly linked to the number of satisfied members in my club and
organizational growth.
Vice-President, Public Relations JPKU Toastmasters Club
o Responsible for coordinating an active public relations and publicity program.
My job was vital to the growth and success of the club; my efforts directly
impacted the club's workforce.
Youth Leadership Coordinator - August 2012
o Served as the Youth Leadership Coordinator for the 2012 edition of this
prestigious program sponsored by Toastmasters International in coalition
with the American Embassy's Regional English Language Office. The objective
of this program was to help kids meet the challenges of adulthood and
leadership successfully. Youth Leadership helps young people build their
communication and leadership skills so they may become tomorrow's leaders
in business, industry and the community by undergoing a unique eightsession, workshop-style design that enables participants to develop this
potential through practical experience.
Second Runner up in Public Speaking Club Level Contest 2012
Trained on Six Thinking Hats module
Trained and Cleared High Impact Presentations Module conducted in Accenture
Certified on Dale Carnegie Train the Trainer methodology

Permanent Address:
House # 573/16A
Faridabad,
Haryana 121006
India
Mobile : +919999157861
Landline : 0129-4001515
Email : [email protected] & [email protected]