Gaurav N. Ruparel
Mulund (W)
Summary
Delivery Operations Sr. Analyst (Team Lead) at Accenture Solutions Pvt Ltd., leading a 20-member team to exceed client targets. Expert in data analysis and performance coaching, achieving significant cost reductions while fostering a collaborative environment. Proficient in conflict resolution, driving team success through proactive leadership and continuous skill enhancement.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Delivery Operations Sr. Analyst (Team Lead)
Accenture Solutions Pvt Ltd.
11.2015 - Current
- Leading a team of 20 to consistently achieve client targets since April 2022.
- Conducting huddles for real-time business updates and issue resolution.
- Ensured completion of internal training, enhancing team skills regularly.
- Preparing data for internal and client review meetings to facilitate informed decisions.
- Sharing team statistics via email to highlight improvement areas.
- Providing one-on-one performance feedback weekly and monthly.
- Offer coaching on skill development and process improvement opportunities.
- Managing transport cost project, achieving significant cost reductions.
Sr. CSR
Radius Global Solutions
05.2014 - 11.2015
- Generating contacts.
- Collecting outstanding dues.
- Providing the best payment options to resolve the outstanding bill.
- Coaching & Training new recruits on the grounds of system and product knowledge.
- It is a third-party collections process for American Express. (Unsecured Debts)
Sr. CSR
Veldos BPO Pvt Ltd.
09.2012 - 04.2014
- Generating contacts.
- Collecting outstanding dues.
- Providing best payment options to resolve the outstanding bill.
- Coaching & Training new recruits on the grounds of system and product knowledge.
- It is a third-party collections process for American Express. (Unsecured Debts)
Sr. CSR
Firstsource BPO Pvt Ltd.
05.2009 - 09.2012
- Generating contacts.
- Collecting outstanding dues.
- Providing the best payment options to resolve the outstanding bill.
- Coaching & Training new recruits on the grounds of system and product knowledge.
- It was a third-party collections process for American Express. (Unsecured Debts)
CSR
Zenta BPO Pvt Ltd.
04.2008 - 09.2008
- Generating contacts.
- Collecting outstanding dues.
- Providing best payment options to resolve the outstanding bill.
- It was JPMorgan’s Collection process known as CD-Exhaust for the collection of Total amounts due on Credit Card payments. (Unsecured Debts)
Executive / Team Coach
Adventity BPO Pvt Ltd.
06.2006 - 02.2008
- As an Executive for 8months: Outbound customer calls to collect EMI for the current month as well as previous month(s)
- Regular follow up with the various departments in the bank to resolve customer queries / disputes if any
- Helping Customer in getting EMI collected as per their convenience by scheduling a pickup executive
- Helping customers by getting them provided with receipts for the payments made and other relevant documents pertaining to their loan account e.g.: - NOC post closure of loan, etc.
- As Team Coach for 11months: Coaching team members & Training new recruits
- Handling escalation and Queries of the team members
- Streamlining the process and procedures for attaining greater efficiency in operational workflow and operational deliverables
- Handling dialer for frequent reminders calls to the unpaid account holders
- Performing internal audits for the team by listening to their calls and giving real time feedbacks
- A joint venture between Adventity and ICICI Bank For collections of EMI of all types of loans (Secured and Unsecured Debts)
Education
B. Com -
Mumbai University
05-2009
HSC -
N.E.S Junior College of ARTS, SCIENCE & COMMERCE
Bhandup, W05-2005
SSC -
Mulund High School
Mulund, W05-2003
Skills
- Effective communication
- Data analysis
- Performance coaching
- Team leadership
- Performance monitoring
- Cost reduction
- Conflict resolution
- Leadership abilities
- Proactive approach
- Team collaboration
Certification
• Stakeholder Management:- Attended the training session of Stakeholder management
• ELEVATE CERTIFICATION:- Customer Interaction-Certification from British council on Upper Intermediate level
• ELEVATE CERTIFICATION:- Customer Interaction-Certification from British council on Upper Intermediate level
Languages
- English
- Hindi
- Marathi
- Gujrati
Computer Knowledge - Applications
- MS Office
- Outlook
Personal Information
- Father's Name: Naresh Bhagatsinh Ruparel
- Date of Birth: 06/17/87
- Marital Status: Married
Timeline
Delivery Operations Sr. Analyst (Team Lead)
Accenture Solutions Pvt Ltd.
11.2015 - Current
Sr. CSR
Radius Global Solutions
05.2014 - 11.2015
Sr. CSR
Veldos BPO Pvt Ltd.
09.2012 - 04.2014
Sr. CSR
Firstsource BPO Pvt Ltd.
05.2009 - 09.2012
CSR
Zenta BPO Pvt Ltd.
04.2008 - 09.2008
Executive / Team Coach
Adventity BPO Pvt Ltd.
06.2006 - 02.2008
B. Com -
Mumbai University
HSC -
N.E.S Junior College of ARTS, SCIENCE & COMMERCE
SSC -
Mulund High School