Gaurav Sharma
Chandigarh
Summary
A result-oriented business professional with proven abilities in managing projects, improving efficiency of operations, team building, and detailing project information to determine effective process for operations.
Overview
17
17
years of professional experience
Work History
Associate Process Manager
eClerx Services Limited
Chandigarh
09.2012 - Current
- Overseeing the planning and execution of real-time LAT and breaks management.
- Managed the US payroll time card for the onsite Fayetteville team, including incentives, support for P&L calculations, and maintaining the revenue sheet.
- Acting as the point of contact for manpower planning, scheduling, and implementing same-day, weekly, and monthly LAT planning in collaboration with the onsite team for outbound (OB) and inbound (IB) projects.
- Serving as the dedicated point of contact for operational reporting, account management, and client interactions, ensuring timely and accurate KPI reporting for onsite projects.
- Identifying resource outliers, analyzing behavior trends, and recommending improvement actions.
- Providing insights and suggestions for process automation improvements.
- Taking ownership of automation projects from inception to user acceptance testing (UAT), ensuring successful implementation with support from software teams and other points of contact.
- Managing daily client & Internal reporting across all lines of business (LOBs).
- Conducting case studies to identify errors or trends in workflow processes, analyzing and resolving defects to enhance quality and productivity.
Team Leader
Competent Synergies Private Limited
Mohali
08.2010 - 09.2012
- Coordinated team activities and delegated tasks to ensure efficient completion of projects.
- Achieving Team Target: - Maintaining daily SL, AL, AHT, Abandon rate
- Meeting all Operational targets
- Identify & Work upon the action plan to improve the scores of the team on various parameters
- Team Management: - Ensuring attendance, punctuality, Staffing (Rostering), Shift Adherence, handling escalations
- Dealing with clients on conference call to ensure satisfactory results, managing floor
- Real time analysis, making reports, compiling data & weekly/monthly business reviews
Customer Care Officer
IBM Daksh Private Limited
Chandigarh
07.2007 - 08.2010
- Handling Inbound Customer care calls for Airtel Bharti process ( Punjab silver inbound customer care, GPRS helpline, Escalation desk)
- Achieving all operational metrics (AHT, CSAT score, Call quality, upsell & attendance)
Education
B.sc (General) - Physics, Chemistry & Mathematics
Panjab University
01.2007
12th - Physics, Chemistry & Mathematics
PSEB
01.2004
10th Standard -
CBSE
01-2002
Skills
- People Management Skills
- Data Analytics
- Logical Skills
- Communication Skills
- Presentation Skills
- Task Management
- Project Management Skills
- Cross-functional team leadership
- MS Office Suite (Excel, Word & PowerPoint)
- Basic VBA macros
- Basic SQL commands
Languages
- English
- Hindi
- Punjabi
Training
- Constructive Feedbacks
- Business Etiquette
- Conflict Management
- Time Management
- Team Lead Development Plan
- Email Writing Skills
- Call Conference Management Skills
- Advance Excel training & Basic VBA macros
- Data Visualization and Storytelling
- Introduction to basics SQL concepts
- CMS Supervisor Avaya Management
- Charting Techniques & Power point presentations
Personal Information
- Date of Birth: 07/01/85
- Gender: Male
- Nationality: Indian
- Marital Status: Single
Address
H no.: 3024/1, sector-47 D, Chandigarh, Chandigarh
Timeline
Associate Process Manager
eClerx Services Limited
09.2012 - Current
Team Leader
Competent Synergies Private Limited
08.2010 - 09.2012
Customer Care Officer
IBM Daksh Private Limited
07.2007 - 08.2010
B.sc (General) - Physics, Chemistry & Mathematics
Panjab University
12th - Physics, Chemistry & Mathematics
PSEB
10th Standard -
CBSE
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