Gaurav Mehta
Quality Manager
Bengaluru,KA
Summary
Talented Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
20
20
years of professional experience
Work History
Manager – Quality
Deluxe Entertainment Services
09.2015 - Current
- Managing a team of 30 Quality specialists
- Making sure reports from the department are delivered on time and are error free.
- Department reports creation & presentation
- Attrition, Absenteeism control and driving performance.
Assistant Manager (Acting)
Infinite Computer Solutions India Ltd
09.2010 - 09.2015
- Responsible for Managing the SLAs and delivering in the best profitable interest.
- Apart from the above managing the Call flow and ensuring the Best Service Lever Delivery %.
- Mentoring juniors and New Joiners.
- Also, part of the interviewing team dedicated to hire talents for the team.
- Also, a part of the Team (for managing Profit & Loss)
- Acting as Individual Contributor for the development team.
- Led project management efforts for various initiatives.
- Duration: 60 Months
- Team Size: Current Team Size (60+)
- Role: Assistant Manager (Acting)
Team Leader (Started as FLA)
WIPRO BPO Ltd., Hyderabad
05.2006 - 06.2010
- Coordinated technical sessions for FLAs to enhance customer handling skills.
- Achieved client-level KRAs by the team.
- Conducted technical refresher trainings for the FLAs.
- Facilitated the smooth transition of the OJTs into production.
- Managing the various outliers teams Basically the BQ’s in different client level KRA’s
- Collaborated with team members to maximize productivity and achieve team goals.
- Participated in various client-level training programs.
- Managed project execution
- Collaborated with HP
- Utilized technical voice process
- Duration: 12 months as a Tech & rest as Team Leader.
- Supported team of 20 FLA’s
- Served as FLA, later promoted to Team Leader
Education
Bachelor of Arts - Business Accountancy
Delhi University
New Delhi, India 04.2001 -
Skills
Quality management
Process optimization
Performance metrics
SLA management
Operational oversight
Transition management
Cost reduction
Team leadership
Workforce engagement
Employee retention
Client communication
Report generation
Executive Highlights
- As a Manager for the current team, has set up processes and workflows which has improved the overall functionality of the department.
- Best Team Leader awards for performing beyond expectations during the tenure as TL 2007-2014
- Set up the HP Desktop process on deputation in Hyderabad during 2008.
- Got Appreciation from Clients in the current organization for conducting whole set of New Refresher Training Program to enhance the process output.
- Got Appreciations from Internal Project team& Clients for fixing the BQ’s in various Client related SLA’s
Timeline
Manager – Quality
Deluxe Entertainment Services
09.2015 - Current
Assistant Manager (Acting)
Infinite Computer Solutions India Ltd
09.2010 - 09.2015
Team Leader (Started as FLA)
WIPRO BPO Ltd., Hyderabad
05.2006 - 06.2010
Bachelor of Arts - Business Accountancy
Delhi University
04.2001 -