GAURAV KUMAR
Senior Analyst
Summary
Five years of industry experience, currently Senior Analyst at McDonald's UK and Ireland. Prior experience at Wipro in US healthcare sector and Amazon USA through Teleperformance. Proficient in ITIL practices, , ServiceNow, network systems, web applications, Revenue Cycle Management (RCM), US healthcare claims adjudication, and customer support.
Overview
6
6
years of professional experience
3
3
years of post-secondary education
2
2
Certifications
Work History
Senior Analyst
Capgemini Technology Services India Limited
08.2024 - Current
- Worked on ServiceNow, reviewing and analyzing technical issues for McDonald's stores in the UK and ROI.
- Provided remote technical assistance for critical devices, including servers and computers, with a consistent QoS of 98%.
- Functioned as a liaison between onsite engineers and store teams, significantly reducing escalation rates.
Senior Associate
Teleperformance Global Services Private Limited
05.2023 - 08.2023
- Served as a Senior Associate at Teleperformance, managing customer escalations for Amazon, USA.
- Collaborated with supply chain vendors to ensure prompt deliveries, streamlining operations, and reducing delays.
- Resolved 80% of cases related to refunds, delays, and general queries, enhancing customer satisfaction.
Senior Associate
Wipro Limited
12.2019 - 01.2023
- Managed claims adjudication, backlogs, and billing processes, keeping the KPI at an average of 98%.
- Resolved on-site customer escalations, significantly enhancing client satisfaction and retention.
- Qualified for Wipro's Team Lead exam and served as a temporary Subject Matter Expert (8 months) and Team Leader (10 months), improving operational efficiency.
Education
Bachelor of Business Administration -
NSHM College of Technology And Management
Kolkata, West Bengal 01.2015 - 01.2018
Skills
IT service management skills
Certification
Agile Methodologies
Timeline
Microsoft Excel
08-2025
Agile Methodologies
07-2025
Senior Analyst
Capgemini Technology Services India Limited
08.2024 - Current
Senior Associate
Teleperformance Global Services Private Limited
05.2023 - 08.2023
Senior Associate
Wipro Limited
12.2019 - 01.2023
Bachelor of Business Administration -
NSHM College of Technology And Management
01.2015 - 01.2018
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