Gaurav Kaushik

• Improved customer satisfaction by addressing and resolving complaints promptly.
• Supervised day-to-day operations to meet performance, quality and service expectations.
• Developed strong working relationships with staff, fostering a positive work environment.
• Maintained a clean, safe, and organized store environment to enhance the customer experience.

Preparing Daily, Weekly, Monthly performance reports and analysis of the Production/ Quality scores and hence planning improvements in opportunity areas.

Effective transmission of information to the higher management.

Providing hands on assistance and plan roving support, overall development through intervention and mentoring to team.

Continuous analysis of strengths & weaknesses of team members.

Planning transaction monitoring and rebuttals.

Lead weekly conference and monthly/ bi- monthly performance calls. Handling all other client calls related to both LOB's (GUL and EPSILON).

Motivating, listening and addressing team issues, encouraging them to be innovative and dynamic, overall team development.

Trained New hires Customer Care Specialists on product, prepared exhaustive Training manuals/ Flow charts for process training purposes, worked as auditor.

Ensuring Timely and accurate processing of Customer requests as per the client instructions.

Timely escalations of exceptional issues to the client.

Ensuring that service levels are met and strive to exceed service levels.

Holding regular team meetings, review work status and provide relevant process updates.

Motivate team members for cohesive working & to control attrition.

Assist new hires such that they are productive on the floor in the shortest possible time frame.

Ensure compliance with internal policies and procedures, external regulations and information security standards.

Ensure that all associates in the process know their goals and how they are linked to the Organization’s policy.

Leave monitoring, feedback, Work In Progress Management, measuring Performance of the associates on daily basis / requirement basis.