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Subhash Gore

Subhash Gore

Senior Consultant

Pune, Maharashtra, India

@subhash_gore

0 followers

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About

Senior Consultant in Business Operations with 5+ years of experience specializing in business operations, workflow execution, program coordination, and operational delivery governance. Proven track record leading and mentoring cross-functional teams, managing enterprise SLA adherence, and establishing scalable standard operating procedures. Adept at transforming complex, fragmented processes into structured workflows through data analytics, automated reporting, and continuous process improvement.

Experience

  • Senior Consultant
    Aligned Automation Services · Pune, Maharashtra, India
    Jul 2021 – Aug 2026

    - Multi-Project Account Governance: Served as the central operational leader managing service delivery across multiple technical support project lines for Dell Technologies (Client & Enterprise). – People Leadership & Team Management: Directed, mentored, and managed cross-functional support teams of 25–30 technical engineers; supervised weekly shift rosters, 24/7 coverage planning, and resource allocation. – Business Requirements & Queue Optimization: Led stakeholder requirement-gathering workshops across multi-region operational lines (APJ/EMEA); translated complex business needs into functional specifications, customized ticket-handling lifecycles, and automated queue-routing rules in ServiceNow and Salesforce (SFDC) to maintain 99%+ SLA adherence. – Failure Analysis & Dispatch Optimization: Analyzed hardware diagnostic patterns across enterprise and client support queues, identifying failure trends in system motherboards, backplanes, memory modules, and RAID controllers to reduce Repeat Dispatch Rates and cut unnecessary parts dispatches. – Process Governance, Functional Documentation & UAT: Authored detailed Business Requirement Documents (BRDs), Standard Operating Procedures (SOPs), and operational workflow maps; designed comprehensive User Acceptance Testing (UAT) test scripts, facilitated test execution with cross-functional stakeholders, and secured sign-off for critical workflow automation enhancements. – Technical Interviewing & Hiring: Spearhead technical interview panels to evaluate candidates' troubleshooting capabilities and recruit top talent for operational support roles. – Performance & Appraisal Management: Conducted year-end performance appraisal discussions, delivered structured constructive feedback, and set clear annual KPIs to drive team performance and retention. – Agile Backlog Grooming & Workflow Automation: Partnered with engineering teams to conduct sprint planning and backlog grooming in JIRA; defined user stories

Education

Skills

2 to 5 years 2 to 5 years Several years of experience.
Presentation Team handling KPI Management Microsoft Excel Team Leadership Customer Support Queue Management Technical Support Project Management Incident management Microsoft PowerPoint Process Optimization Operations Management Technical troubleshooting Real-time queue monitoring Customer service management Customer Escalation Handling Attendance & Leave Management Data analysis and KPI reporting Risk identification and escalation Cross-functional project management CRM Tools (Salesforce, Dynamics 365) Standard Operating Procedures (SOP) Compliance
6 to 12 months 6 to 12 months Most of a year behind them.
Business Intelligence Dashboards

Tools / apps / platforms

2 to 5 years 2 to 5 years Several years of experience.
ServiceNow Microsoft Excel Salesforce.com Salesforce CRM
1 to 2 years 1 to 2 years A year or two of steady use.
Microsoft Power BI
<3 months <3 months Just getting started - under three months. This is also what shows when a level has not been set.
Dell Boomi Platform

Languages

Fluent Fluent Comfortable using it for work.
English Speak · Read · Write
Conversational Conversational Can hold an everyday conversation.
Hindi Speak · Read Marathi Speak · Read

Projects

  • NA

Courses & certifications

  • Advance Excel
  • Microsoft Certified: Power BI Data Analyst Associate

🏆 Achievements & awards

  • Best Performer of the Year

⚽ Extracurricular activities

  • Cricket, Marital Arts, Volleyball, Kabbadi, Football

    Represented at nations and University level Tornaments

🤝 Volunteering

  • NCC, Naval Wing, Maharashtra

🎯 Hobbies & interests

  • Trekking
  • Adventure
  • Driving
  • Playing Sports
  • Camping

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