GAURAV SUNIL KASKAR
MUMBAI
Summary
Dynamic leader with a proven track record at BOB Financial Solutions Limited, excelling in team coordination and customer relationship management. Spearheaded initiatives that boosted CSAT scores and enhanced process efficiency. Proficient in Excel reporting, with a knack for problem-solving and decision-making under pressure, driving team success and operational excellence.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Officer – Team Leader
BOB Card (BOB Financial Solutions Limited)
Mumbai
12.2023 - Current
- Directed a high-performing customer support team to guarantee seamless service delivery.
- Led daily operations, monitored KPI adherence, and initiated productivity improvements.
- Resolved escalated customer concerns swiftly to enhance CSAT scores.
- Collaborated with MIS and cross-functional teams for precise reporting using Excel.
- Contributed to process enhancement initiatives and facilitated knowledge sharing across departments.
Associate Team Leader
Tech Mahindra (Client: BOB Financial Solutions Limited)
Mumbai
04.2023 - 12.2023
- Achieved internal promotion within 12 months due to exceptional performance and leadership potential.
- Supervised over 15 customer service agents, conducting coaching sessions and performance evaluations.
- Monitored team compliance with service metrics, including AHT, FCR, CSAT, and SLA standards.
- Supported MIS activities using Excel, generating reports for enhanced process visibility.
Associate Customer Experience
Tech Mahindra (Client: BOB Financial Solutions Limited)
Mumbai
04.2022 - 03.2023
- Delivered omnichannel support for customers regarding financial products and services.
- Resolved high-volume customer inquiries, accurately documenting interactions in CRM tools.
- Served as liaison between customers and backend teams to ensure timely resolution.
Education
Bachelor of Commerce - Commerce
Mumbai University
Mumbai10-2020
HSC - Commerce
Maharashtra State Board of Secondary And Higher Secondary Education
Mumbai02-2017
SSC -
Maharashtra State Board of Secondary And Higher Secondary Education
Mumbai03-2015
Skills
- Customer service management
- Team leadership
- SLA and KPI monitoring
- CRM tools proficiency
- Call center operations
- Process improvement
- Conflict resolution
- Microsoft Excel skills
- Email communication etiquette
- Customer support
- KPI monitoring
Languages
Marathi, Hindi, English
Awards
Skill Development Vocational Training Programme by Magic Bus India Foundation Certified by NSDC (2 Months program), MS-CIT Certified professional, Tally 9 with GST Certified, 3rd place in 5th National Indoor Field Team Championship 2014., Consecutive 2nd place in District level Archery Championship 2014, 2015 and 2016., 7/Times participant in State level competition, 2nd place in Mumbai Mayor cup in 2014, 2015 & 2016
Certification
- Tally ERP 9 with GST – Certified
- MS-CIT – Certified
- Excel
- Vocational Skill Development (2 Months) – Magic Bus India Foundation (NSDC Certified)
Accomplishments
- 3rd Place – National Indoor Field Team Championship (2014)
- 2nd Place – District Archery Championships (2014–2016)
- 2nd Place – Mumbai Mayor’s Cup (2014–2016)
- 7-Time State-Level Archery Participant
Language
Marathi
First Language
Hindi
Proficient (C2)
C2
English
Advanced (C1)
C1
Timeline
Officer – Team Leader
BOB Card (BOB Financial Solutions Limited)
12.2023 - Current
Associate Team Leader
Tech Mahindra (Client: BOB Financial Solutions Limited)
04.2023 - 12.2023
Associate Customer Experience
Tech Mahindra (Client: BOB Financial Solutions Limited)
04.2022 - 03.2023
Bachelor of Commerce - Commerce
Mumbai University
HSC - Commerce
Maharashtra State Board of Secondary And Higher Secondary Education
SSC -
Maharashtra State Board of Secondary And Higher Secondary Education
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