Adarsh Gupta
Mumbai
Summary
Dynamic Team Leader with a proven track record at Firstsource Solutions Limited, excelling in coaching and process improvement. Successfully built high-performing teams and enhanced operational efficiency through strategic project management. Recognized for fostering strong client relationships and achieving service level agreements, driving exceptional customer satisfaction and performance outcomes.
Overview
7
7
years of professional experience
Work History
Team Leader
Firstsource Solutions Limited
05.2024 - Current
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Assisted in recruitment to build team of top performers.
- Conducted regular reviews of operations and identified areas for improvement.
- Created and managed project plans, timelines and budgets.
- Maintained database systems to track and analyze operational data.
- Educated staff on organizational mission and goals to help employees achieve success.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Evaluated staff performance and provided coaching to address inefficiencies.
Customer Service Representative
Firstsource Solutions Limited
01.2021 - 04.2024
- Responded to customer requests for products, services, and company information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
- Cross-trained and provided backup support for organizational leadership.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Account Executive - Payables and Receivables
Gebbs Healthcare Solutions Pvt.Ltd.
08.2019 - 07.2020
- Maintained records by imaging invoices, debits, and credits.
- Handled day-to-day accounting processes to drive financial accuracy.
- Streamlined bookkeeping procedures to increase efficiency and productivity.
Customer Service Representative
Datamatics Business Solutions Ltd.
10.2018 - 07.2019
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Cross-trained and provided backup support for organizational leadership.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
Education
Bachelor Of Multimedia And Mass Communication - Media
Reena Mehta College
Mumbai03.2024
HSC - Commerce
Thakur Vidya Mandir
Mumbai04.2018
SSC -
Thakur Vidya Mandir
Mumbai04.2016
Skills
- SMART goals
- Project management
- Service level agreements
- Flexible schedule
- Shift scheduling
- Strategic planning
- Schedule management
- Performance monitoring
- Client communication
Accomplishments
1. I have been rewarded employee of the month 14th times as best customer service representative.
Languages
Hindi
Advanced (C1)
English
Upper intermediate (B2)
Marathi
Intermediate (B1)
Timeline
Team Leader
Firstsource Solutions Limited
05.2024 - Current
Customer Service Representative
Firstsource Solutions Limited
01.2021 - 04.2024
Account Executive - Payables and Receivables
Gebbs Healthcare Solutions Pvt.Ltd.
08.2019 - 07.2020
Customer Service Representative
Datamatics Business Solutions Ltd.
10.2018 - 07.2019
Bachelor Of Multimedia And Mass Communication - Media
Reena Mehta College
HSC - Commerce
Thakur Vidya Mandir
SSC -
Thakur Vidya Mandir
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