Elias William

Mob #: +91-9731934529
D.O.B: 10th May 1970
Email: elias_william@yahoo.co.in

Service Management Specialist

Accenture Services Pvt. Ltd

Work Experience
Non BPO: 9 years
BPO: 10 years

Date
Jan05 Current
Apr04 Jan05
Aug2K Apr 04
May97 Aug2K
Jan96 Apr97
Aug94 Dec95

Organization

Profile

Accenture Services Pvt. Ltd.

CLI3L e-services Pvt. Ltd
Don Bosco Technical Institute, Kolkata
Neptune Plastic and Metal Industries
Promises Industries
Don Bosco Technical Institute, Kolkata

Service Management Representative

Customer Service Representative
Faculty Cum Supervisor
Shop Floor Supervisor
Assembling and Quality
Supervisor of Computer Dept.

Summary of Projects / Tasks Undertaken:

Project / Tasks Title

Process Re-Engineering

Transitioning of Process

Work on Process
Continous Improvements
activities

Project / Tasks Details

1. Study of all the different deals handling similar processes.

2. Identifying the best approach to standardize the processes across
deals.
3. Benefits Reduction in Cross-Training efforts and easy re-deploying
of workforce as per requirement.
1. Implement Service Management products to other existing and new
contracts
2. Check the feasiability and their current process in place
3. Transition the activities from other departments to Service
Management
1. Setup meetings with stakeholders to understand their areas of
concern
2. Analyse the current process for reasons of the concerns by
Stakeholders.
3. Suggest plans for process improvement

Areas of Specialization:
Performance Management
Incident & Problem Management
User Relationship Management
Governance
Change Management
Process Documentation
Transitioning / Re-engineering existing Processes
Creating LWIs

Trainings Attended:
Change Management Advanced
Leading a Team: Team Leadership Skills
Cultivating a High-performance Project team:
Building a High-performance Team
Governance for Service Management
Internal Controls and Compliance for Service
Management
User Relationship Management for Service
Management
Performance Management for Service
Management
Incident and Problem Management for Service
Management
ITIL V3 Foundation Certified

Present Work Profile: Service Management Representative (May 20012 till date) :

Organization

Accenture Services Pvt. Ltd, Bangalore

Tenure

9 Years 3 Months

Brief
Summary

Joined the organization as a Customer Representative to support the Motor Insurance Claims
Process worked for 43 Months, got promoted to Change Administrator in August 2008, another
promotion as Change Manager in October 2010 and again as Service Management
Representative in 2013. Currently managing the service for 2 different clients by performing the
below mentioned activities.

Current
Designatio
n

Service Management Representative (May 2012 till date) (Service

Management)

Work Profile

Performance Management
Measure and report the monthly service performance to delivery and client

Setup and Conduct the Monthly service performance review meeting with clients

Follow up and ensure that Open action items are worked on and closed as per the
outcome of the meeting.
Ensure all the process related work instructions are updated and reviewed periodically
and approval obtained from clients
Assist the delivery team to setup SLAs for measurement for new deals

Incident and Problem Management:

Ensure that all events of Incidents are tracked and monitored for closure

Analyze the historical data for a period and highlight potential problems

Report any occurred Incidents to client and provide regular updates until closure

Conduct awareness sessions for the delivery teams on Incident and Problem
Management to ensure every Incident is being reported and tracked

User Relationship Management:

Agree with the client on the types of surveys to be conducted, its frequency and
audience and get the survey setup for the deal
Ensure that Surveys are conducted as per the agreed timelines and ensure it is validated
and agreed with clients and stakeholders prior to initiation
Conduct analysis of the response post the survey and publish to stakeholders

Setup meeting for discussion to identifying improvement plans or solution on the

highlighted areas of improvement as per the survey.

Governance:
Ensure that all the governance meeting dates are agreed with clients, stakeholders and
are scheduled as agreed
Ensure the participants list are accurate and right stakeholders are invited and available
for the meeting
Chair the meetings, publish the minutes and follow up on the actions post meeting for
closure
Change Management:
Ensure that the change team is managing the changes through the process till approval

Team prepares the agenda for CAB calls

Chairing the CAB calls

Ensuring various reports for stakeholders are prepared and published

Following up with stakeholders to get the RFCs move through the process swiftly and on
time.
Communicate to change owners and stakeholders once RFCs are approved and signed
to start implementation.

Process Transitions / Mobilization:

Present the standard service management products to new clients

Prepare an Implementation plan and process documents

Obtain approval from stakeholders for the same

Implement the process and handover to the Team

Continuous Improvements:
Setup call with clients and stakeholders to understand the areas of concerns and
improvements.
Prepare analysis for a better understanding the root cause for the concerns and present
to stakeholders and obtain their suggestions for improvement.
Prepare plan and implement the improvement ideas for process enhancement.
Supervisory:
Help team members in resolving issues related to service management processes

Previous
Designatio
n

Work Profile

Share improvement ideas with teams for implementing the same in their respective
projects on feasibility.

Change Manager (Sep 2010 May 2012) (Service Management)

Change Management:
Responsible for managing the change through the process till approval

Preparing the agenda for CAB calls

Chairing the CAB calls

Preparing the various reports for stakeholders

Following up with stakeholders to get the RFCs move through the process swiftly and on

time.
Communicate to change owners and stakeholders once RFCs are approved and signed
to start implementation.

Process Transitions / Mobilization:

Present the standard change process to new clients

Prepare an Implementation plan and process documents

Obtain approval from stakeholders for the same

Implement the process and handover to the Team

Continuous Improvements:
Setup call with clients and stakeholders to understand the areas of concerns and

improvements.
Prepare analysis for a better understanding the root cause for the concerns and present

to stakeholders and obtain their suggestions for improvement.

Prepare plan and implement the improvement ideas for process enhancement.

Supervisory:
Help team members in resolving issues related to change process

Share improvement ideas with change administrators for implementing the same in their

respective projects.

Achievements

Previous
Designati
on

Successfully implemented process improvements to reduce time and cost.

Have been selected as one of the Top Talents for Accenture India BPO
Was selected for Transitioning a process from On-Shore

Change Administrator(Aug 2008 Sep 2010) (Service Management)

Change Management:
Responsible for managing the change through the process till approval

Preparing the agenda for CAB calls

Following up with stakeholders to get the RFCs move through the process swiftly and on

time.
Preparing the various reports for stakeholders

Communicate to change owners and stakeholders once RFCs are approved and signed

Work Profile

to start implementation.

Achievements
Previous
Designati
on
Work Profile

Had been appreciated by various stakeholder for managing the process diligently

Was awarded the Numero Uno twice

Customer Service Representative (Jan 2005 Aug 2008) (Operations)

Customer Support:
Attend to customer calling for setting up of motor accident claims

Processing of the claims and arranging for garages to service their involved vehicles.

Attend to follow up calls of customers on the status of their claims or complaints.

Mentoring new representatives

Achievements

Providing process updates to Team members

Helping Team Lead in the day to day activities (Quality Monitoring, Reporting)

Was awarded for automating of the Reports

Was awarded the Numero Uno twice

Previous Work Profile: Customer Support Representative (April 2004 January 2005) :

Organization

CLI3L e-Services Pvt. Ltd, Bangalore

Tenure
Brief
Summary
Designation

9 Months

Work Profile

Joined the organization as a Customer Support Representative in Apr 2004 and provided support
to customers for activating Microsoft Products

Customer Support Representative (Operations)

Attended the calls for MS product activation

Was also up skilled later for handling Server activation

Previous Work Profile: Faculty cum Supervisor (August 2000 March 2004)
:

Organization

Don Bosco Technical Institute, Kolkata

Tenure

48 Months

Brief
Summary
Designation
Work Profile

Training students in subjects of Mechanical Engineering Technician Course, along with managing
the Computer Department of the institute

Faculty cum Supervisor

Training students in Mechanical trade subjects (Trade Theory, Engineering Maths,

Mechanical Drawing and Trade Practical)

Conducting and providing short term professional trainings in AutoCAD and CNC
Programming

Previous Work Profile: Shop Floor Supervisor (May 1997 July 2000)
:

Organization

Neptune Plastics and Metal Industries, Kolkata

Tenure
Brief
Summary
Designation

39 Months
Managing of part production, workforce supervision and creating drawing for the parts produced

Shop Floor Supervisor

Maintain the stock of machinery parts by production of the same for machine assembly

Manage the shop floor workforce (shift timings, production activities and production
plan)
Create part drawings of machinery parts for production

Work Profile

Achievements

Prepare the Time and effort estimation for part production and machine assembling
Was awarded for digitizing of old drawings

Previous Work Profile: Assembly and Quality Control (January 1996 April 1997)
:

Organization

Promises Instruments, Kolkata

Tenure

16 Months

Brief
Summary
Designation
Work Profile

Assembling of digital weighing scales, electronic safes and doing a Quality Check for digital
weighing scales assembled by colleagues

Assembler and Quality Controller

Assemble digital weighing scales and electronic safes

Maintenance of spare part stocks for production

Calibration of digital weighing scales

Checking the quality of digital weighing scales produced

Previous Work Profile: Supervisor for Computer Section (August 1994 December 1995)
:

Organization

Don Bosco Technical Institute, Kolkata

Tenure
Brief
Summary
Designation

17 Months

Work Profile

Managing the computer section of the institute

Supervisor Computer Section

Managing of Faculty (Workforce)

Planning of short term courses for students

Managing the administrative activities of the section

Educational Qualification :

Diploma in Mechanical Engineering Technician from Don Bosco Technical Institute, Park Circus, Kolkata
ITI (Mechanical) of DGE&T from Don Bosco Technical Institute, Park Circus, Kolkata
C.H.S.E (Council of Higher Secondary Education) from Jatni College, Orissa
Matriculation from Andhra University, Vishakapatnam

Certification :

ITIL V3 Foundation

Technical Skills & Tools Used :

MS Office (MS-Word, Excel, Power Point & Visio)

AutoCAD
SharePoint