Rahul Reghunath
Team Manager @Zellis
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WORK HISTORY
Team Manager @Zellis
Kochi, IN
Lead and motivate a high-performing team of 20 cross-functional support analysts, driving exceptional service delivery- Foster strong client relationships by managing escalations and ensuring customer satisfaction through quality audits and timely resolutions- Oversee workforce planning, resource allocation, and performance management to meet service level agreements (SLAs) and client expectations- Spearhead process improvements that enhance operational efficiency and reduce response times- Collaborate cross-functionally with UK leadership and internal teams to align on strategies and optimize service delivery. Drive talent acquisition and successful onboarding to ensure a skilled, effective team- Implement training and development initiatives to close skill gaps and boost team performance- Lead data-driven reporting, analyzing performance metrics to identify areas for improvement and inform strategic decisions- Optimize service delivery through continuous monitoring and process adjustments, ensuring client satisfaction and operational efficiency- Support change management initiatives, adapting processes to evolving client needs and business goals.
EDUCATION
Mahatma Gandhi University, Kottayam
Master of Business Administration - MBA
Mahatma Gandhi University, Kottayam
Bachelor of Commerce - BCom
Rajagiri College of Management & Applied Sdences, Kakkanad, Kochi - 682 039
Bachelor of Commerce (B.Com.)
ABOUT RAHUL REGHUNATH
With over a decade of experience in the ITES sector, currently contributing as a Team Manager at Zellis to drive customer success initiatives. Leading a high-performing team of 20 cross-functional analysts, the focus remains on delivering exceptional service, managing escalations, and aligning workforce planning with organizational goals. Collaborative efforts with UK leadership and internal teams ensure service delivery optimization and adherence to SLAs. Expertise encompasses customer relationship management, operational efficiency, and resource allocation. Process improvement initiatives reduce response times, while talent acquisition and training programs empower teams to achieve sustainable performance excellence. Dedicated to fostering client satisfaction through strategic leadership and a commitment to impactful outcomes.
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