GAURAV GOSWAMI
Service Excellence & Quality
Gurgaon
Summary
Driven and strategic thinker with aptitude for optimizing processes and enhancing operational efficiency. Possesses deep understanding of Lean Six Sigma methodologies and robust data analysis skills. Demonstrated ability to drive impactful improvements and foster culture of continuous improvement.
I enhanced CSAT by 12% through strategic improvements. Skilled in quality management and fostering team development, my background includes impactful revenue generation and efficiency optimization. My approach combines analytical prowess with effective communication, ensuring significant advancements in operational strategies and client satisfaction.
Overview
2025
2025
years of professional experience
5
5
years of post-secondary education
5
5
Certifications
Work History
Associate Manager - Research & Analytics
Concentrix
4 2022 - Current
- Black Belt Project - Devised and implemented processes and procedures to streamline operations.(CSAT by 12%, Efficiency by 6%)
- Training & Quality - Facilitated onboarding sessions and on-the-job training for new hires, bolstering employee job position knowledge and skillset.
- Black Belt Project - Evaluated impact of process change on overall operation and determined return on investment.(New Revenue-270K $)
- Monitored project progress, identified risks and took corrective action as needed - Project Management
- Process Mapping - Developed custom value stream mapping to monitor production efficiency.
Assistant Manager - Operations
Mercer Mettl
06.2021 - 02.2022
- Black Belt Belt Project - Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.(Expenditure by 3%)
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.(Business Up by 4.7% average)
- Training & Development - Videos for online and remote instruction.
- Conducted in-depth qualitative and quantitative research to identify trends and generate insights.(Resources Utilization by 7%) Green Belt Adoption
- Enhancing Employee Training Programs - Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
Senior Associate - Client Success
Authbridge Research Services
08.2018 - 04.2021
- Evaluated customer problems, implemented resolutions and followed up with clients to manage additional problems and maintain satisfaction. (NPS moved from 6 to 9 - Lean Six Sigma Methodology )
- Contributed to design and implementation of product updates and service transformations based on feedback from customers and frontline knowledge.
- Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness. (Ticket Per Hour ~ 11%)
- Improved efficiency and effectiveness of performance and management of processes across departments.
Associate - Claims
Optum Global Solutions
08.2016 - 07.2018
- Analyzed transactions to build logical business intelligence model for real-time reporting needs.
- Extracted and interpreted data patterns to translate findings into actionable outcomes.(Automation)
- Maintained and prioritized to-do-list and followed up to complete tasks on-time.
- Developed and implemented strategies to maximize productivity and streamline operations.
- Performed regular safety audits to establish compliance regulations.(Internal Auditor)
Investment Consultant
IDBI Asset Management Company
04.2015 - 07.2016
- Established key procedures for teams preparing documentation, models and presentations.
- Met and collaborated with existing and prospective clients to ascertain financial goals and provide recommendations on investment solution. (Individual investment contribution~2.3 Cr.)
- Contacted potential clients to pursue sales and gather funds.
- Conducted detailed investment analysis, calculations and reports.
- Monitored market trends and news to identify emerging opportunities.
Education
MBA - Finance
Institute of Information Technology & Management
New Delhi 05.2012 - 05.2014
BBA - Business Administration And Management
Banarsidas Chandiwala Institute Of Professional St
New Delhi 05.2009 - 05.2012
Skills
Project Management
Quality Management Systems
Mentoring & Coaching
Operations Management
Certification
Lean Six Sigma Black Belt
Timeline
Lean Six Sigma Black Belt
09-2024
Lean Six Sigma Green Belt - Refresher
07-2024
Lean Six Sigma Green Belt
04-2022
Prince 2 - Practitioner
01-2022
Prince 2 - Foundation
11-2021
Assistant Manager - Operations
Mercer Mettl
06.2021 - 02.2022
Senior Associate - Client Success
Authbridge Research Services
08.2018 - 04.2021
Associate - Claims
Optum Global Solutions
08.2016 - 07.2018
Investment Consultant
IDBI Asset Management Company
04.2015 - 07.2016
MBA - Finance
Institute of Information Technology & Management
05.2012 - 05.2014
BBA - Business Administration And Management
Banarsidas Chandiwala Institute Of Professional St
05.2009 - 05.2012
Associate Manager - Research & Analytics
Concentrix
4 2022 - Current
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