Gaurav Naagar
Team Manager
Pune City
Summary
Results-driven leader with over 20 years of experience in SaaS, e-commerce, telecom, and insurance industries. Specializes in People Management, Performance Optimization, and Customer Success. Adept at leading global teams, driving operational excellence, and implementing data-driven decision-making strategies. Expertise in process improvement, cross-functional collaboration, and workflow automation for sustainable business success.
Overview
22
22
years of professional experience
2
2
Certifications
Work History
Assistant Manager
Tattva CX LLP
08.2022 - 01.2025
- Managed a global customer support team spanning 14+ languages across Europe, North America, and Asia.
- Leading weekly, monthly, performance reviews with client stakeholders, managing specialty projects for performance, and productivity enhancements.
- Spearheaded performance management initiatives, ensuring KPI achievement and continuous process improvement.
- Led training programs, upskilling initiatives, and structured coaching systems to enhance employee capabilities.
- Developed and presented performance dashboards and reports, identifying key trends and improvement areas.
- Orchestrated cross-functional training programs, improving operational agility and efficiency during peak demand.
- Fostered a culture of continuous learning, mentoring employees for long-term career growth.
Team Manager
Amazon Development Center India Ltd.
07.2020 - 07.2022
- Led a team of Customer Service Associates supporting Amazon’s North American customers.
- Designed and implemented training programs, improving productivity and reducing escalations.
- Developed MIS reports and dashboards, leveraging data insights to address trends and risks.
- Managed cross-functional skill development initiatives, enhancing workforce adaptability.
- Served as liaison for Weekly Business Reviews and coordinated the PNQ site newsletter.
- Oversaw Training SDL initiatives, ensuring structured execution and impact assessment.
Senior Business Development Manager
Question Pro Pvt. Ltd.
05.2019 - 06.2020
- Managed Inside Sales operations for the US and North America region in a SaaS environment.
- Led lead qualification, sales pipeline tracking, and customer success management efforts.
- Directed product demonstrations, ensuring seamless client onboarding and satisfaction.
- Conducted periodic audits of sales processes, ensuring 97% compliance with sales guidelines.
- Oversaw AR monitoring, refresher training sessions, and revenue tracking.
Assistant Manager
WNS Global Services Pvt. Ltd.
07.2018 - 03.2019
- Managed a Total Loss Recovery Insurance process, overseeing daily trend analysis and SLA adherence.
- Supervised a back-office team handling claims processing and customer interactions.
- Conducted regular performance reviews, improving process efficiency and reducing risks.
Assistant Manager
Fareportal Ltd.
04.2017 - 06.2018
- Led a travel consultant team, overseeing the migration and setup of a new ticketing process.
- Developed training structures and reporting mechanisms to enhance team efficiency.
Team Manager
Tech Mahindra Business Services Pvt. Ltd.
08.2011 - 02.2017
- Managed customer service operations in an inbound telecom process, ensuring CX and operational KPIs.
- Conducted attrition and absenteeism risk profiling, improving team stability and engagement.
Retentions Manager
IIPM Pvt. Ltd.
11.2009 - 06.2011
- Established a retention team in Pune to enhance customer engagement and retention rates.
Associate Manager
IT Cube Solutions Pvt. Ltd.
06.2003 - 09.2008
- Led a team of 40+ advisors handling sales, customer support, and technical support for a U.S.-based logistics client.
- Conducted product demonstrations and managed Level 1 & Level 2 troubleshooting.
- Developed comprehensive documentation, including white papers, flyers, and product reviews.
- Implemented process improvement initiatives, leading to increased efficiency and reduced service downtime.
Education
Diploma in Business Management - Entrepreneurship
Indian School of Business Management & Administration (ISBM)
B.Sc. - Computer Science
Kanpur Vidyapeeth
Diploma in Computer Hardware and Networking - Nashik
Y.C.M.O.U.
Skills
Performance evaluation and KPI monitoring
Certification
Six Sigma Foundations
Accomplishments
Event Leadership
Co-founded “SUR” and “Crescendo,” spearheading local and national events to drive organizational visibility, cultural engagement, and cross-functional team collaboration.
Collections Management
Directed high-performing teams in managing delinquent and charged-off accounts, consistently surpassing collection targets with industry-leading RPC rates while upholding strict FDCPA compliance standards.
Process Improvement & Automation
Designed and deployed data-driven workflow optimizations, introducing automated tracking systems to minimize delinquency roll-forwards and strengthen inventory oversight controls.
People Development
Championed team capability building through tailored coaching and skills-based training programs, driving operational excellence and elevating client satisfaction scores. Conducted robust Training Needs Analysis (TNA) to align team development with organizational goals.
Timeline
Assistant Manager
Tattva CX LLP
08.2022 - 01.2025
Team Manager
Amazon Development Center India Ltd.
07.2020 - 07.2022
Senior Business Development Manager
Question Pro Pvt. Ltd.
05.2019 - 06.2020
Assistant Manager
WNS Global Services Pvt. Ltd.
07.2018 - 03.2019
Assistant Manager
Fareportal Ltd.
04.2017 - 06.2018
Team Manager
Tech Mahindra Business Services Pvt. Ltd.
08.2011 - 02.2017
Retentions Manager
IIPM Pvt. Ltd.
11.2009 - 06.2011
Associate Manager
IT Cube Solutions Pvt. Ltd.
06.2003 - 09.2008
B.Sc. - Computer Science
Kanpur Vidyapeeth
Diploma in Computer Hardware and Networking - Nashik
Y.C.M.O.U.
Diploma in Business Management - Entrepreneurship
Indian School of Business Management & Administration (ISBM)
Similar Profiles
Karan SharmaKaran Sharma
Assistant Manager - Finance & Accounts at Tattva Developers Pvt LtdAssistant Manager - Finance & Accounts at Tattva Developers Pvt Ltd
Sailavanya ThotaSailavanya Thota
Senior Nutritionist at Nutrition TattvaSenior Nutritionist at Nutrition Tattva
SHYAMTANU SHARMASHYAMTANU SHARMA
Sales Officer (Team Lead) at SRI SRI TATTVA (SREVEDA SATTVA PRIVATE LIMITED)Sales Officer (Team Lead) at SRI SRI TATTVA (SREVEDA SATTVA PRIVATE LIMITED)
Siddhi Sanjay ManjareSiddhi Sanjay Manjare
Procurement Associate at WESCO | AnixterProcurement Associate at WESCO | Anixter
Kusum JadhavKusum Jadhav
IT Project Manager & Scrum Master at AkzoNobel GBS LLPIT Project Manager & Scrum Master at AkzoNobel GBS LLP