Ashish Gupta
Noida
Summary
Results-driven Business Process Lead with a track record in enhancing operational efficiency through process improvement and workflow optimization. Demonstrated ability to mentor teams and implement best practices in business process documentation.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Business Process Lead
Tata Consultancy Services
Noida
07.2017 - 08.2025
- Led process improvement initiatives, enhancing operational efficiency and effectiveness.
- Coordinated cross-functional teams to align on business process changes.
- Analyzed workflows to identify optimization and standardization opportunities.
- Facilitated workshops for stakeholder feedback to refine process designs.
- Implemented best practices for documentation and tracking of business processes.
- Mentored junior team members in process management techniques.
- Collaborated with IT teams to integrate technology solutions into operations.
- Prepared project progress reports for senior management review.
Senior Technical Advisor
Dimension India Network P Ltd.
Noida
03.2014 - 07.2017
- Aligned project goals with client needs through effective technical discussions.
- Developed and implemented best practices to enhance technical operations.
- Mentored junior staff in troubleshooting and problem-solving techniques.
- Analyzed client requirements to propose efficient technical solutions.
- Evaluated emerging technologies to inform strategic decision-making processes.
- Conducted system integration testing, identifying defects in software applications before production release.
Technical Support Advisor
Teleperformance
Gurgaon
01.2013 - 03.2014
- Delivered technical support for software and hardware issues through phone and chat.
- Resolved customer inquiries by diagnosing problems and recommending effective solutions.
- Collaborated with engineering teams to escalate complex technical issues efficiently.
- Documented troubleshooting steps and solutions in the knowledge base system.
- Trained new team members on support processes and customer interaction techniques.
- Conducted remote desktop assistance to address user-specific issues promptly.
- Maintained up-to-date knowledge of product updates and industry trends for optimal support.
Technical Support Officer
Convergys
Gurgaon
04.2010 - 11.2012
- Delivered technical assistance for software and hardware issues to customers.
- Resolved customer inquiries via phone, chat, and email communication.
- Documented troubleshooting procedures in company ticketing system.
- Collaborated with cross-functional teams to optimize support processes.
- Analyzed recurring issues to enhance knowledge base content.
- Addressed escalated customer complaints promptly and professionally.
- Resolved network connectivity issues for users both onsite and remotely.
Customer Service Executive
Spice BPO
Noida
08.2009 - 03.2010
- Handled customer inquiries through phone, email, and chat channels.
- Resolved complaints effectively to enhance customer satisfaction.
- Documented customer interactions in the ticketing system accurately.
- Collaborated with team members to ensure consistent service delivery.
- Provided product information and guidance to assist customer decisions.
- Conducted follow-up communications to ensure issue resolution.
Education
Master of Computer Applications - Computer And Information Systems
Punjab Technical University
Kapurthala09-2013
Bachelor of Computer Applications - Information And Computer Systems
MCRP University
Bhopal06-2009
Skills
- Project management
- Business process documentation
- Change management
- Cross-functional collaboration
- Workflow optimization
- Process improvement
- Stakeholder engagement
- Data analysis
- Client relationship management
- Business analysis
- Lean six sigma
- Operational risk management
- Business strategy development
Certification
- ITIL V4 Foundations
- Agile at Work: Building Your Agile Team
- Project management skills for Leaders
- Lean Six Sigma - Green Belt
Timeline
Business Process Lead
Tata Consultancy Services
07.2017 - 08.2025
Senior Technical Advisor
Dimension India Network P Ltd.
03.2014 - 07.2017
Technical Support Advisor
Teleperformance
01.2013 - 03.2014
Technical Support Officer
Convergys
04.2010 - 11.2012
Customer Service Executive
Spice BPO
08.2009 - 03.2010
Master of Computer Applications - Computer And Information Systems
Punjab Technical University
Bachelor of Computer Applications - Information And Computer Systems
MCRP University
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