Gaurav Kumar
New Delhi
Summary
Results-driven professional with 8+ years of experience in team management and customer support. Expertise in performance monitoring, staff development, and coaching, leading teams to consistently exceed KPIs and financial targets. Proven ability to foster communication, mitigate risks, and handle client escalations effectively. Aiming to leverage leadership skills to drive organizational success in the operations sector.
Overview
8
8
years of professional experience
1
1
Certificate
Work History
Assistant Manager - CRM Operations
Concentrix
Gurugram
03.2024 - Current
- Led and motivated team members to achieve shared goals and objectives.
- Fostered positive, inclusive team culture while supporting professional growth through coaching.
- Managed daily operations, ensuring team met service goals effectively.
- Conducted performance evaluations to inform employee development plans.
- Facilitated regular team meetings for progress updates and feedback sharing.
- Ensured compliance with safety regulations and company policies consistently.
- Resolved conflicts between team members to maintain a collaborative environment.
- Evaluated operational metrics to identify improvement areas and implement corrective actions.
Lead Operations - Sr. SME
Concentrix
Gurugram
01.2022 - 02.2024
- Provide regular coaching to direct reports to meet performance metrics.
- Guided team members in professional growth through effective coaching techniques and clear expectations, resulting in improved team competencies.
- Addressed performance-related issues with targeted action plans and corrective measures, enhancing overall team performance.
- Maintain service levels to meet contractual KPIs and financial targets.
- Provided specialized knowledge to resolve customer escalations, improving customer satisfaction and retention.
Subject Matter Expert - SME
Concentrix
Gurugram
01.2020 - 12.2021
- Consistently exceeded all quality benchmarks such as AHT, CSAT, SL, and TPH.
- Addressed escalated chat queries, maintaining customer satisfaction.
- Delivered constructive feedback to team members, fostering improved individual performance.
- Established clear priorities to boost team efficiency.
- Cascaded client and quality updates promptly to enhance team communication.
- Guided new hires through onboarding process.
Sr. Customer Service Representative
Concentrix
Gurugram
07.2019 - 12.2019
- Guided customers based on specific needs to ensure tailored support.
- Addressed inquiries on products, services, and company information to promote customer satisfaction.
- Educated customers on charge card and loyalty programs to enhance their engagement.
- Utilized company troubleshooting resolution tree to assess technical issues.
Customer Service Representative
Concentrix
Gurugram
05.2018 - 06.2019
- Handled high volume of customer calls, ensuring timely resolutions.
- Improved customer satisfaction by promptly addressing concerns and delivering accurate information.
- Addressed customer needs and resolved concerns to improve experience.
- Responded to customer requests for products, services, and company information.
- Evaluated technical problems via company troubleshooting resolution tree, utilizing personal expertise to find solutions.
Education
Bachelor Of Arts - English Language & Literature
Indira Gandhi National Open University, IGNOU
12-2023
Sr. Secondary Education -
Central Board Of Secondary Education - CBSE
New Delhi 03-2018
Secondary Education -
Central Board Of Secondary Education - CBSE
New Delhi03-2016
Skills
- Strong Communication Skills
- Effective Leadership Skills
- Creative & Problem Solving
- KPI Monitoring
- Conflict Resolution
- Strategic Planning
- Process Optimization
- Cross-Functional Coordination
Certification
- Generative AI
- GROW & FRAME Coaching Model
- SPOT Training for People Managers
- COEBC Guardian
- Six Sigma - Yellow Belt
- Mental Wellness Partner
Timeline
Assistant Manager - CRM Operations
Concentrix
03.2024 - Current
Lead Operations - Sr. SME
Concentrix
01.2022 - 02.2024
Subject Matter Expert - SME
Concentrix
01.2020 - 12.2021
Sr. Customer Service Representative
Concentrix
07.2019 - 12.2019
Customer Service Representative
Concentrix
05.2018 - 06.2019
Bachelor Of Arts - English Language & Literature
Indira Gandhi National Open University, IGNOU
Sr. Secondary Education -
Central Board Of Secondary Education - CBSE
Secondary Education -
Central Board Of Secondary Education - CBSE
Self Declaration
I hereby declare that all the information shared above is true to the best of my knowledge & capability.
Personal Information
- Date of Birth: 01/25/99
- Gender: Male
- Nationality: Indian
- Marital Status: Single
Self Declaration
I hereby declare that all the information shared above is true to the best of my knowledge & capability.