Gaurav Verma

A highly motivated in professional field, with good analytical and communication skills. Problem solving capabilities and ready to take-up challenging positions, that involves constant exposure to a variety of opportunities and customer interaction which promotes self-development combined with commendable team spirits for the progress and prosperity of the organization.

10+ years experience in BPO (Customer Service industry) and more than 7 years of experience in Quality department. Worked in a inbound calling process for 3 months Transferred to chat process on the basis of good writing skills where used to handle technical, sales and service enquires of customers across the country over the chat. Moved to email team after observing the good e-mail etiquettes and respond to renowned customer‘s of Samsung over emails. Worked on escalation desk for 1 year where used to handle the escalated customers and deescalate them in order to make them satisfied under company’s norms. Promoted as a quality analyst in for chat and email process where used to handle chars and emails done to Samsung customer’s and share the feedback to advisors in order to enhance the reverts and replies to customers. Worked as quality analyst in Samsung process for voice process where used to gauge the technical T/S of Mobile Phones, Home Appliances and Television over the call (Inbound & Outbound Process), Worked with Apollo 247 as Quality Analyst where used the gauge the quality checks of Apollo customer’s tickets. Currently working as a Sr. Quality Analyst in Flipkart Email Process in Tech Mahindra from last 1+ year.

• Date of Birth: 03/03/91
• Nationality: Indian
• Marital Status: Married

• Project started to reduce the process AHT (being team member)
• Project run on C-Sat improvement in Post call surveys.
• Project done with Apollo Team to improve the productivity of the associates.
• Also worked closely with the customer’s query to make the Email templates so that advisors can use them directly even without editing.
• Working closely on the process level gap and run the Quality Score Improvement Plan with BQ agents (identified on basis of 3 months data) and manage to get the result of 90% improvement in continuous 3 quarters.
• Following the same approach with CSAT & RR scores and getting the outcome in the positive manner.