Gaurav Mishra
Operation Analyst
Gurugram
Summary
Highly experienced operation analyst known for exemplary team-building and project oversight skills. Gifted at working with all types of personalities. Performance history of developing strong collaborative relationships and delivering impressive results.
Overview
8
8
years of professional experience
7
7
years of post-secondary education
Work History
Sales Associate
Convergys
Gurugram
07.2016 - 08.2018
- For, Billing chat process with 2 years of experience in,
- (Joined, )
- Involved into Sales, Services and to resolve the Customer Billing concerns.
- Solved customer challenges by offering relevant products and services.
- Engaged with customers to build rapport and loyalty.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Negotiated prices, terms of sales and service agreements.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Informed customers of promotions to increase sales productivity and volume.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
Senior Analyst
R1 RCM
Gurugram
09.2018 - 10.2019
- Completed projects including-
- Follow up with the insurance payer to check on claim status
- Identify denial reason and work on resolution
- Save claim from getting written off by timely following up
- Work on Epars requests
- Work on Contractual adjustments & write off projects
- Cash collected/Resolution Rate
- Investigated system issues and implemented resolutions to reduce downtime.
- Recommended process improvements to continually identify, analyze and fix constraints and challenges.
- Identified and resolved problems through root cause analysis and research.
- Collaborated with stakeholders to identify business needs and data sources.
Sr. Relationship manager
ICICI securities Ltd, NISM
Allahabad
07.2015 - 04.2016
- And NCFM Certified
- Job description and key result areas:-
- Involved into Relationship Building & Management with the customer for Sales & Services of Financial Products of ICICI group
- To manage customers in the branch or through client visits & provide Financial / Investment Advisory,
- Process of service request.
- Researched current trends to identify prospective customers and determine specific needs.
- Developed new banking relationships with business prospects.
- Worked with branch partners to maximize sales efforts to business customers and cross-sell other products and services.
- Gave exciting presentations to prospects and leads in effort to build business opportunities.
- Developed strategic plans for day-to-day financial operations.
- Planned and attended meetings with clients to cultivate and grow partnerships and opportunities.
Customer Contact Associate
Accenture
Gurugram
03.2020 - 05.2023
- Interpreted contracts and communicated terms and conditions.
- Worked with multiple screens and programs to resolve customer issues.
- Utilized inbound and outbound telephone techniques to solidify and build client relationships.
- Provided excellent customer service and provided answers to client questions within set standards.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Increased efficiency and team productivity by promoting operational best practices.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted available products and services to customers during service, account management, and order calls.
- Created and maintained detailed database to develop promotional sales.
- Investigated and resolved customer inquiries and complaints quickly.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Sought ways to improve processes and services provided.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
- Implemented and developed customer service training processes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Trained staff on operating procedures and company services.
- Reached out to customers after completed sales to suggest additional service or product purchases.
Education
MBA - Marketing/International Business
Doon Business School
Dehradun 07.2013 - 07.2015
BBA - Management/Marketing
United Institute of Management
Prayagraj 07.2010 - 05.2013
12th - Physics,Chemistry, Biology,English,Hindi
Children Public Sr. Sec. School, Fatehpur
Fatehpur 03.2008 - 05.2010
10th - Science, Mathematics
Police Modern School
Fatehpur 03.2006 - 1 2007
Skills
Computer Proficiency
Windows, MS office,Internet,DBMS
Sales trends
Excellent people skills
Sales expertise
Client Service
Relationship building
Upselling
Multi-tasking strength
Professional demeanor
Exceptional customer service
Product and service sales
Service standard compliance
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The price of anything is the amount of life you exchange for it.
Henry David Thoreau
Timeline
Customer Contact Associate
Accenture
03.2020 - 05.2023
Senior Analyst
R1 RCM
09.2018 - 10.2019
Sales Associate
Convergys
07.2016 - 08.2018
Sr. Relationship manager
ICICI securities Ltd, NISM
07.2015 - 04.2016
MBA - Marketing/International Business
Doon Business School
07.2013 - 07.2015
BBA - Management/Marketing
United Institute of Management
07.2010 - 05.2013
12th - Physics,Chemistry, Biology,English,Hindi
Children Public Sr. Sec. School, Fatehpur
03.2008 - 05.2010
10th - Science, Mathematics
Police Modern School
03.2006 - 1 2007