Vivek Adlakha

Tag line

● Analysing incidents to prioritise work based on customer impact, service availability.

● Providing root cause analysis to issues and reducing number of tickets received by customer service team.

● Providing resolution to the tickets posted by users by gathering data, using knowledge from web and past experience and implementing solution

● Directly working with customers of Hollard Insurance and solving their daily requests and incidents. Coming up with new ideas everyday to solve issues more efficiently.

● Good understanding of ITIL & Service level agreements.

● Record and provide meaningful, relevant, timely and accurate updates in the Enterprise Toolset

● Provide resolution through investigation and diagnosis, using remote system management tools.

● Assign records accurately to Resolver Groups

● Actively contribute content to the Knowledge Base

● Assist other staff with the adaptation of new and changed processes.

● Proactively provide input into individual training requirements

● Understand and adhere to set Key Performance Indicators

● Ensure that customer service levels are achieved or exceeded.

● Take on any additional duties as requested by the manager in line with Business Unit objectives.

Tag line

● Develop, analyse and present quarterly financial and operational performance of locations with senior management

● Develop and execute fleet optimisation strategies and targets. Monitor and present performance against targets on a regular basis

● Monthly phone meetings with campaign managers to understand how different marketing campaigns work.

● Understood and documented regulations and laws related to Safety (Customer and vehicles) to ensure compliance and company policy alignment.

● Enhanced organisational skills by maintaining ordering and delivery processes.

● Developed planning and organisational skills through managing stock and making necessary orders.

● Collating the statements for help providing input for future targets.

Tag line

● Developing business-specific skills by preparing and analyzing reports on fleet availability and utilization based on fleet data and daily rate information.

● Forecasting market trends based on market demands, pricing, and past 3 years patterns and converting them into visualized data using Power BI, MS excel and Cars+.

● Improving current business tasks by writing in-depth reports and building a dashboard based on the reports produced by the fleet management software (Cars+).

● Determining rates for vehicles based on their classification and comparison of year-by-year trends in pricing from competitors.

● Establishing and maintaining business relationships with vendors such as insurance companies, dealerships, and banks to secure vehicles at the best possible rates.

● Managing inventory by ensuring enough rental vehicles are always available.

● Coordinating with dispatch to arrange for delivery of rental cars to customers, airport, on site as agreed.