Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Personal Information
Certification
Timeline
Generic
Ajay Bhushan Gupta

Ajay Bhushan Gupta

Greater Noida West

Summary

Career Goals: To contribute my knowledge and experience towards maximizing the level of efficiency at personal and corporate level to meet organizational goals. Also at the same time take up the challenge as an opportunity to learn and diversify oneself in varied fields of work.

Overview

22
22
years of professional experience
1
1
Certification

Work History

Sr. Team Leader

HCLTECH
06.2019 - Current
  • 5.5 years of work experience with HCLTECH Telecom (Order Management Team) and Utility Process for North American client as Sr.Team Leader
  • Operation Management- taking care of all CPI and KPI related to Order Management
  • Quality control and Audit and ensuring compliance adherence
  • Ensuring communication, negotiation, customer service and problem skills working with internal and external clients to drive customer satisfaction
  • Participating in monthly quality calibration along with clients
  • Weekly Voice Call and Back Office calibration with client to ensure deliverable are up to date and focused on customer satisfaction
  • Motivating and handling the team to achieve high standards and KPI targets
  • Handling new client enquiries and acting as the face of the business
  • Providing guidance to the team in real time operational performance, ensuring service level targets are achieved
  • Creation and presentation of weekly and monthly process report
  • Bottom quartile management for operation teams

Assistant Manager

EXL Service (India) Pvt Ltd.
10.2015 - 05.2019

Process Trainer (Utilities)

EXL Service (India) Pvt Ltd.
04.2014 - 09.2015

Sr. Customer Care Executive

EXL Service (India) Pvt Ltd.
05.2012 - 03.2014

Customer Care Executive

EXL Service (India) Pvt Ltd.
01.2007 - 04.2012

Data Analyst

Competent Software
02.2003 - 12.2006

Education

B. Com-Pass. -

Delhi University
01.2000

Master of Business Administration - undefined

ICFAI University Dehradun

XII - undefined

C.B.S.E. Board
01.1997

X - undefined

C.B.S.E. Board
01.1995

Skills

  • Project Management
  • People Management
  • Team Management
  • Conflict Management
  • SLA Management
  • Process Transition
  • Team motivation
  • Workflow management
  • Problem-solving
  • Employee evaluation
  • Change management
  • Process improvement

Accomplishments

  • Process Transition through Webinars for current client (Canada/UK based Client)
  • Successfully Migrated(Transition) process from Onshore for UK based client
  • Analyzed Requirement, identified solutions, Created workflow
  • Documented business activities along with recommendations & way forward
  • Closely monitored implementation, risks and concern, proposed mitigation
  • Ensured adherence to project plan and timelines
  • Helped MI team to identify the various reporting with frequency and timeline

Personal Information

  • Date of Birth: 11/16/78
  • Gender: Male
  • Nationality: Indian
  • Marital Status: Married
  • Religion: Hindu

Certification

  • Project Management Professional (PMP) - Project Management Institute.

Timeline

Sr. Team Leader

HCLTECH
06.2019 - Current

Assistant Manager

EXL Service (India) Pvt Ltd.
10.2015 - 05.2019

Process Trainer (Utilities)

EXL Service (India) Pvt Ltd.
04.2014 - 09.2015

Sr. Customer Care Executive

EXL Service (India) Pvt Ltd.
05.2012 - 03.2014

Customer Care Executive

EXL Service (India) Pvt Ltd.
01.2007 - 04.2012

Data Analyst

Competent Software
02.2003 - 12.2006

Master of Business Administration - undefined

ICFAI University Dehradun

XII - undefined

C.B.S.E. Board

X - undefined

C.B.S.E. Board

B. Com-Pass. -

Delhi University

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Ajay Bhushan Gupta