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Rahul Reghunath, Team Manager Operations

Rahul Reghunath

Team Manager Operations·Zellis India HR Ltd

United Arab Emirates

Master's degree, Finance

Work experience

Total years of experience: 11 years, 5 months

Team Manager Operations

February 2024 - October 2025

Zellis India HR Ltd

Cochin, India

February 2024 - October 2025

Managed a cross-functional support team of 24 members through a period of significant operational change. Restructured escalation workflows and SOPs to improve handling times and first-contact resolution. Introduced real-time queue monitoring and proactive workforce planning across all support channels. Built a QA audit framework to identify and address recurring service issues. Led new analyst onboarding in collaboration with UK leadership and overhauled KPI reporting to support faster decision making at leadership level.
Company industry:
IT Services
Job role:
Information Technology

Team Lead

February 2024 - October 2025

RR Donnelley India Outsource

Cochin, India

February 2024 - October 2025

Managed a cross-functional support team through a period of significant operational change. Restructured escalation workflows and SOPs to improve handling times and first-contact resolution. Introduced real-time queue monitoring and proactive workforce planning across all support channels. Built a QA audit framework to identify and address recurring service issues. Led new analyst onboarding in collaboration with UK leadership and overhauled KPI reporting to support faster decision making at leadership level.
Company industry:
IT Services

Client Service Manager

August 2022 - April 2023

Williams Lea India Pvt. Ltd

Cochin, India

August 2022 - April 2023

Managed time-critical workflows for Goldman Sachss investment banking division, ensuring accuracy, timeliness, and full SLA adherence. Reviewed recurring error patterns and worked to eliminate root causes of rework. Improved communication between onshore and offshore teams to reduce delays and strengthen client satisfaction.
Company industry:
IT Services
Job role:
Customer Service and Call Center

Client Service Associate Manager

June 2018 - February 2023

RR Donnelley India Outsource Ltd

Cochin, India

June 2018 - February 2023

Served as the primary escalation point for key client accounts across multiple concurrent support workflows. Ensured SLA compliance and consistent delivery quality throughout. Conducted a workflow audit that identified several process gaps and worked with internal teams to close them within a defined timeframe.
Company industry:
IT Services
Job role:
Customer Service and Call Center

Service Desk Specialist

July 2012 - March 2017

Mckinsey & Company

Chennai, India

July 2012 - March 2017

Supported global McKinsey stakeholders across phone, email, and ticketing — handling routine requests through to complex service issues requiring fast, accurate resolution. Focused on first-contact resolution and structured ticket governance to maintain high service standards. Worked closely with technical teams on root-cause analysis to permanently fix recurring incidents. Consistently met SLA targets on high-priority tickets throughout the engagement.
Company industry:
Business Consultancy Services
Job role:
Customer Service and Call Center

Education

St. Joseph College of Engineering & Technology

January 2013

January 2013

Master's degree, Finance

India

Rajagiri College of Management & Applied Sciences

January 2008

January 2008

Bachelor's degree, Commerce

India

Skills

Ticketing
Expert
Ticketing
Expert
Performance Management
Expert
Performance Management
Expert
Client Relationship Management CRM
Expert
Client Relationship Management CRM
Expert
Client Management
Expert
Client Management
Expert
Customer Service
Expert
Customer Service
Expert
Microsoft Powerpoint
Intermediate
Microsoft Powerpoint
Intermediate
Microsoft Office
Intermediate
Microsoft Office
Intermediate
Servicenow
Intermediate
Servicenow
Intermediate
MS Office
Expert
MS Office
Expert
escalation management
Expert
escalation management
Expert
conflict management
Expert
conflict management
Expert
Ticketing
Expert
Ticketing
Expert
Performance Management
Expert
Performance Management
Expert
Client Relationship Management CRM
Expert
Client Relationship Management CRM
Expert
Client Management
Expert
Client Management
Expert
Customer Service
Expert
Customer Service
Expert
AUDITING
Intermediate
AUDITING
Intermediate
BUSINESS OPERATIONS
Intermediate
BUSINESS OPERATIONS
Intermediate
ISSUE TRACKING
Intermediate
ISSUE TRACKING
Intermediate
KEY PERFORMANCE INDICATORS KPIS
Intermediate
KEY PERFORMANCE INDICATORS KPIS
Intermediate
OPERATIONS
Intermediate
OPERATIONS
Intermediate
QUALITY ASSURANCE
Intermediate
QUALITY ASSURANCE
Intermediate
USER EXPERIENCE UX
Intermediate
USER EXPERIENCE UX
Intermediate
WORKFORCE MANAGEMENT
Intermediate
WORKFORCE MANAGEMENT
Intermediate

Social profiles

Personal Website
Personal Website

URL removed due to policy violation. Please contact support for further information.

Languages

English
Expert
Hindi
Intermediate
Malayalam
Expert
Tamil
Intermediate

Training and Certifications

Certifications
ITIL V4 Foundation in IT Service Management
Peoplecert
Jul 2019 - Jul 2023
Training
Geerative AI for Business Leaders
LinkedIn Learning
Jun 2026
Show credentials