Hi, I’m
Gaurav Dewani
Resolution Analyst
Delhi
Website
https://www.linkedin.com/in/gaurav-dewani-bab744230?lipi=urn%3Ali%3Apage%3Ad_flagship3_profile_view_base%3BMmwhqz7cTvyxiJDoFYyhtQ%3D%3D
Summary
Dedicated Resolution Analyst with a proven track record of effectively managing and resolving customer issues. Possessing exceptional communication and problem-solving skills, committed to delivering outstanding customer service while collaborating with cross-functional teams to drive continuous improvement.
Overview
5
years of professional experience
4
years of post-secondary education
Work History
iQor India Private Limited
Resolution Analyst
01.2022 - Current
Job overview
- Provided exceptional client support via phone, email, addressing inquiries, resolving issues, and ensuring positive customer experience
- Consistently met or exceeded performance metrics, including response times, resolution rates, and customer satisfaction scores, Managed over 50 customer dispute cases per day.
- Investigated and resolved customer complaints and issues in timely and efficient manner, ensuring high levels of customer satisfaction
- Utilized analytical skills to identify root causes of problems and implemented proactive solutions to prevent recurrence
- Maintained detailed records of customer interactions and resolutions, providing valuable insights for process improvement.
Dani Multi-Media Private Limited
Audio Visual Technician
01.2020 - 01.2022
Job overview
- Developed and programmed multimedia content using Watch-out software for live events, concerts, corporate presentations, and digital installations
- Collaborated with designers, producers, and technicians to conceptualize and execute creative ideas, ensuring seamless integration of visuals, audio, and lighting
- Created custom scripts and programming solutions to enhance overall functionality and interactivity of multimedia content
- Conducted thorough testing and troubleshooting to identify and resolve technical issues, ensuring flawless performance during live productions
- Installed, configured, and maintained audiovisual equipment for events, conferences, and exhibitions, including projectors, screens, sound systems, and lighting fixtures
- Provided technical support and troubleshooting assistance to clients and event staff, ensuring smooth operation of audiovisual systems
- Assisted in setup and operation of multimedia presentations, video walls, and interactive displays, optimizing visual impact and audience engagement.
Accomplishments
Consistently demonstrated outstanding performance quarter after quarter, exceeding expectations and delivering exceptional results
- Quarterly recipient for exceeding performance targets and delivering exceptional results.
- Awarded for highlighting commitment to excellence and teamwork.
- Received R&R from CEO for showcasing a track record of outstanding performance and dedication through-out the financial year (2023-2024).
Education
Monard UniversityUttar Pradesh
BBA from Business
2017 - 2020 (3 years)
NIOS
High School Diploma
2016 - 2017 (1 year)
Skills
- Strong problem-solving
- Analytical skills
- Interpersonal Skills
- Communication
- Conflicts Resolution
- Leadership
- Critical thinking
- Attention to detail
- Business Management
- Microsoft Excel
Technical skills
- Adobe Photoshop Basic
- Adobe Premier Pro Basic
- Watch-out Multi-display Software
- Dispute Case Management
- Paymentech
- Voyager
- Live Vox
- Ms-Excel
Languages
Hindi
English
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