Gaurav Maggon
Process Lead|Fidelity International
New Delhi,DL
Summary
Analytical Process Lead with extensive knowledge of Retail Pension -UK production. Competent in gathering and reviewing information to evaluate quality and reliability of different products, processes and procedures. Devoted to completing in-depth reviews and proposing strategic solutions. Proficient with company tools like GFAS, WorkHub, SONATA. Have a strong professional history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
10
10
years of professional experience
18
18
years of post-secondary education
2
2
Languages
Work History
Process Lead-Operations
Fidelity International
Gurgaon, Haryana
03.2022 - Current
- Conducted statistical studies to analyze or compare production costs for sustainable and nonsustainable designs.
- Mapped process workflows to enhance understanding of procedures.
- Developed automation tools to improve efficiency, eliminate waste and free up labor hours for other needs.
- Actively involved in process improvement of projects within the team giving tangible benefits to the organization
- Enhanced data gathering, extraction and analysis for diverse workflows and procedures.
- Prepared reports and technical documentation of day-to-day production processes.
- Monitored employee actions for adherence to safety procedures.
- Observed safety practices and upheld standards.
- Created training guides and in-person and online training courses for new recruits
- Deeply Involved in senior management business discussions.
- Scheduled appropriate number of employees to complete production line tasks.
- Investigated processes to develop maps and determine optimal improvement approaches.
Process Specialist-Operations
Fidelity International
Gurgaon, Haryana
12.2017 - 03.2022
- Pension Funds, Reporting to Manager for Retail pensions (UK)
- Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes.
- Performed visual assessment of products to evaluate conformance with quality standards.
- Collaborated with team to define business requirements for organizational processes, achieve productivity standards and adhere to accuracy standards.
- Performed quality assurance checks on transactions and account actions to assess compliance with state and federal regulations.
- Accepted and processed account payments.
- Internally supported peers, new hires on training and professional growth.
Senior Associate-Operations
Fidelity Investment
Gurgaon, Haryana
12.2015 - 11.2017
- Managed one of the world's largest providers of financial services, Pension Funds, Reporting to Manager for Retail pensions (UK
- Conducted product demonstrations to highlight features and redirect objections to positive aspects.
- Monitored customers for signs of security concerns and escalated issues to management.
- Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
- Managed training for new hire for up skilling them as per business requirements.
Customer Relationship Specialist
Convergys
Gurgaon, Haryana
10.2013 - 11.2015
- Used consultative techniques to understand customer needs and make strategic referrals to business partners
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
- Handling client corrections and complaints and providing updates to the management through PowerPoint presentations on how we can reduce these and improve our client’s experience
- Actively involved in process improvement of projects within the team giving tangible benefits to the organization
- Bringing innovative ideas onboard to enhance customer and end user experience
- Productivity, capacity utilization and daily/weekly report creation by using MS excel and MS PowerPoint
- Processed exceptionally high volume of applications during peak season with 0.0% error vs 0.5% allowance
Senior Customer Care Officer
Convergys
Gurgaon, Haryana
03.2013 - 09.2013
- Voice Process (Orange), Reporting to Manager for UK process
- Evaluated interactions between associates and customers to assess personnel performance.
- Coordinated timely responses to online customer communication and researched complex issues.
- Kept accurate records of all customer interactions and transactions.
- Provided customers with updates and periodic statements on service developments and changes in trends.
- Resolved concerns with products or services to help with retention and drive sales.
Customer Care Executive
Convergys
Gurgaon, Haryana
06.2012 - 02.2013
- Voice Process (Orange), Reporting to Manager for UK process
- Key result areas
- Measured on Customer satisfaction and Customer care
- Issues resolved in the first call and average handling time of an issue
- Achievements
- Exceeded expectations and achieved highest score on all parameters of handling customers in Jan 2013.
Education
BBA - General Studies
Trinity Institute of Professional Studies, GGSIPU
New Delhi 06.2009 - 06.2012
Senior Secondary -
St. Martins Public School
New Delhi 06.2007 - 06.2009
Junior Secondary -
Bal Bharti Public School
New Delhi 06.1994 - 05.2007
Skills
MS Excel
MS PowerPoint
Additional Information
- ACHIEVEMENTS , 2009, Participated in Inter-College Football Competition. 2007, Won Gold medal in Avantika Essay Writing Competition. 2005-2006, Participated in Inter School Cricket Competition.
Accomplishments
- Supervised & trained 20+ team members.
- Recieved "Excellence Award" for exceptional performance throughout the quarter
- Awarded with "Creating a Difference" for initiatives taken for process improvement & enhancement.
Timeline
Process Lead-Operations
Fidelity International
03.2022 - Current
Process Specialist-Operations
Fidelity International
12.2017 - 03.2022
Senior Associate-Operations
Fidelity Investment
12.2015 - 11.2017
Customer Relationship Specialist
Convergys
10.2013 - 11.2015
Senior Customer Care Officer
Convergys
03.2013 - 09.2013
Customer Care Executive
Convergys
06.2012 - 02.2013
BBA - General Studies
Trinity Institute of Professional Studies, GGSIPU
06.2009 - 06.2012
Senior Secondary -
St. Martins Public School
06.2007 - 06.2009
Junior Secondary -
Bal Bharti Public School
06.1994 - 05.2007