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Work experience

Aug 2006Present

Service Delivery Manager

CSC - Computer Sciences Corporation

I am playing a dual role of the Service Delivery Manager (heading India operations for the account) and the Cross Functional manager since October 2008.I have visited the client headquarter (Aon Center, Chicago, IL) to work with the CSC management on process improvement & improving customer satisfaction.My current responsibilities include:

  • Keeping India billing under control
  • Offshoring roles to India from North America locations to bring down the account’s cost
  • Ensuring offshore’s small to mid size projects are being handled within specified budget and timelines
  • Align and manage CSC India performance against account SLAs
  • Systematically and proactively manage CSC India and account relationship
  • Support growth of CSC India and the account
  • Maximize the value India brings to CSC and the client
  • Manage escalation(s) from account on service delivery
  • Regular process improvements and streamlining

“I am account’s advocate within CSC India and CSC India’s advocate within the account”

I have also worked as the Cross Functional lead for 2 years and 2 months.  My job responsibilities include:

  • Maintaining & updating Request Management, a web based tool.  Wherein I was the only point of contact for making changes in the tool.  I was involved with the CSC-RM project from its inscription.
  • Actively participated in transition of a business unit of the client to CSC.
  • Updating CSC’s & client’s senior management about the priority 1 outages.
  • Worked with the client in getting root cause analysis (RCAs) approved within SLA to avoid financial penalties.
  • I used to chair & scribe weekly RCA call that includes CSC’s & client’s senior management.
  • Ensuring all product lines follow the Management Escalation & Notification process.
  • I was representing the account in the ‘Global Severity 1 Reduction Program’ from Americas region.
  • I have also prepared reports like – Monthly Account Dashboard, Weekly Trend Analysis, Monthly Unplanned Outage report etc.  Some of these reports are used by finance for invoicing
Sep 2002Aug 2006

Team Mentor

vCustomer Services India Pvt. Ltd.

I have also worked with vCustomer Services India Pvt. Ltd. for 4 years. I worked as a Team Mentor in Upromise. I have also worked with Marshall Field's Direct & Buy.com (U.S. based accounts) as traffic supervisor & process trainer. I was the member of the Upromise Leadership team during its transition to vCustomer.

Job Responsibilities: I have managed two teams comprising of 38 team members in total & below were my responsibilities:

  • Team management
  • Service Level management
  • Process update dissemination
  • Rostering, Staffing & Scheduling
  • Reporting
  • Client communication
  • Dealing with the client's partners like Citibank, Avis, Whirlpool, McDonalds etc.

Education

Bachelor in Commerce

Delhi University

PGDBM

Jagan Institute of Management Studies

Skills

Six Sigma
Microsoft Office
Information Technology Infrastructure Library (ITIL)
I am Information Technology Infrastructure Library (ITIL) foundation certified with 95% score

Career Objective

To work with the team of professionals where I can utilize my skills and where I get ample opportunity to learn and grow.

Other Achievements

  • I have received a trophy, American Express gift cheque and a letter signed by the account executive as a token of appreciation of my dedication towards my work in CSC.
  • I have been acknowledged as the employee of the month, star of the week & champion of the quarter in vCustomer.
  • I have also received several appreciations from the client for ‘out of the box' initiatives

Key Skills

  • Transition & Transformation
  • Seamless Service Delivery
  • Process improvement
  • Good interpersonal skills
  • Active team player
  • Inquisitive by nature and will be very resourceful for the organization.

During My Personal Time

  • I collect intellectual quotes
  • I read new words alongwith their meaning
  • Listen to music
  • Gaze stars at night :)

Appreciations

Here are some of the appreciations I have received:

If CSC keeps an "A" list, I hope Abhi is on it.Sr Director (Client)North America==========================The email below is an example of the work that I see consistently from Abhishek Gulati, it is  complete, well documented, and inclusive.Account's Service Delivery Manager

(United States)==========================There are so many times in a week that I find myself thinking, if it weren't for Abhishek, we could have never got this done.Account Service Executive

(United States)==========================Recently,  As one of our SDMs (who helped facilitate DSRs and SRTs), left the account - Abhishek was critical in reinforcing key cross functional processes such as the DSR and SRT processes so that the departure of the SDM was smoother than I could have hoped!Account Service Executive

(United States)

==========================Many thanks Abhishek for taking your time out and traveling at a very short notice.  I would say his account is much disciplined than others, I would say its is all because of his leadership.General Manager - New Business & Transition

(India)==========================Dinesh Pal has put forth a request to reward you with Gemstone Painting with Gold Plated Watch (Quantity=1), as a token of appreciation and in recognition of your efforts.Product Line Manager - Unix

(India)==========================I wanted to take a moment and compliment the fine work performed consistently by Abhishek Gulati.  Time and time again, we have called upon Abhishek to help us out in a variety of situations.  Without fail, Abhishek can ALWAYS be counted on to work with us resolve our issues, but also to communicate resolution and also to educate us on how best to avoid such situation in the future.  My team has come to rely on Abhishek as our offshore "go to guy" and he has never let us down.Abhishek brings an important quality to this partnership; he treats Aon as if it were his own company.  This is a work ethic that is too often rare and I compliment Abhishek for having this type of approach.  Whether running the RCA calls or helping us out with escalations, it is always a pleasure working with Abhishek.Vice President (Client)

(United States)