Summary
Overview
Work History
Education
Skills
Accomplishments
Hobbies and Interests
Tools Knowledge
Disclaimer
Timeline
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Apurva Misra

Apurva Misra

Gurgaon

Summary

Experienced operations professional with a proven track record of success in team management and client relations. Over the past 7 years, I have upgraded my skills in managing client relationships and optimizing operational efficiencies and delivering exceptional client service.

Overview

7
7
years of professional experience

Work History

Business Analyst

Genpact
Gurgaon
10.2022 - Current
  • Maintained and updated the weekly dashboard for the client, providing critical performance insights
  • Identifying process improvement opportunities and apply lean principles to boost efficiency and productivity of the process
  • Closely interacting with customer and provide timely status and feedback
  • Trained the new hires
  • Conducted monthly audits to recommended corrective actions and to improve data accuracy
  • Creating SOP for the client
  • Taken initiative in Genome training sessions within the team to enhance skill sets and professional development.

Senior Representative

Concentrix
Gurgaon
10.2018 - 10.2022
  • Handling the critical cases Tier 2 level regarding User Appeal for their channels Suspension
  • Individual Impersonation, Content review and privacy Complaints for their appearance in YouTube videos
  • Resolving Legal Cases regarding privacy complaints for appearance and personal information
  • Handled complex queries, providing high quality, accurate service within stated timescales
  • Continually reviewed and improved processes and procedures to maintain service levels
  • Implemented processes in line with company policies, regulatory and legal requirements
  • Meet all agreed client SLA's and performance parameters
  • Identify training need of the quality team members and accordingly impart training
  • Coordinate with the operation team to ensure all parameters are met
  • Client interaction for policy making and betterment for user experience.

Analyst

Intelenet Global Services (Now Teleperformance)
Gurgaon
07.2017 - 10.2018
  • Ensured product listings, reviews and user-generated content comply with platform policies, community standards and regulatory requirements
  • Conduct quality assurance reviews to maintain high standards
  • Data Analysis and Asset management
  • Respond to customer inquiries and problem escalations.

Education

Bachelor of Engineering - Information Technology

Model Institute of Engineering & Technology
Jammu
01-2015

Skills

  • Decision Making Capability-Effective problem-solving skills, Process orientation & structured thinking with good understanding of audits & Coaching process
  • People Management-Ability to dispense, motivate, give constructive feedback & manage employee performance
  • Mentor-A good trainer with excellent interpersonal skills, ensuring new employee transition as smooth as possible into their jobs
  • Time Management-MIS, submit weekly reports & dashboards
  • Client Handling
  • Teamwork

Accomplishments

  • Received quarterly RnR awards in Genpact
  • Lean Certification in Genpact
  • Received Client Appreciation in Genpact
  • Received RnR awards (Platinum Award) in two Quarters for performance in Concentrix
  • Received good performance award in Intelenet Global Services
  • Received NCC certificate in my school
  • Awarded in Dance Competitions in College level

Hobbies and Interests

  • Badminton
  • Dancing
  • Travelling
  • Listening to music

Tools Knowledge

  • MS office
  • Power BI
  • Siebel
  • EOM
  • Glprod
  • YT Flows

Disclaimer

I hereby certify all the information provided here is correct to the best of my knowledge and beliefs and I promise to abide by the norms laid down by your esteemed organization.

Timeline

Business Analyst

Genpact
10.2022 - Current

Senior Representative

Concentrix
10.2018 - 10.2022

Analyst

Intelenet Global Services (Now Teleperformance)
07.2017 - 10.2018

Bachelor of Engineering - Information Technology

Model Institute of Engineering & Technology

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Apurva Misra