Gourav Sharma
Assistant Manager
Delhi
Summary
Detail-orientated Assistant Manager adept at making critical decisions, managing deadlines and conducting team reviews. With expertise in analysis and quantitative problem-solving skills, dedicated to company growth and improvements. Reliable in exceeding expectations for quality, safety and efficiency. Skilled in leading and motivating team members to success.
Overview
11
11
years of professional experience
3
3
Certifications
Work History
Assistant Manager
Concentrix daksh pvt ltd
Gurgaon
12.2022 - Current
- Responsible for the day-to-day supervision of a group of associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements.
- Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly.
- Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment.
- Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations.
- Communicate expectations to employees and provide timely updates and provide subject matter expertise in handling escalated customer cases as needed.
- Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities.
- Stay current on internal work processes, policies and procedures. Attend required manager development training.
- Promote the company values through both behaviour and attitude, including being an advocate for team members.
- Collect Data, perform analysis and RCA on metrics and publish reports. Drive Process control & Compliance in addition to managing the audit requirements.
Lead Operations
Concentrix
Gurugram
01.2021 - 10.2022
- Role includes managing a team of 20 associates and supporting with their day to day tasks. Maintaining their monthly stack parameters and providing them training when required.
- Helping advisor to find out issue related to payment and identify any fraud dispute in order to escalate it accordingly.
- Effective planning and prioritisation to drive performance.
- Provide mentorship to new hires. Effective knowledge sharing through timely cascade of all client quality updates.
- Attended regular training and research to maintain an extensive understanding of subject matter updates and developments.
- Data collection, analysis and reporting.
- Participated in performance review meets with clients along with the training process for newly launched products and compliance activities.
- Offered constructive feedback to employees in response to quality assurance measures, ensuring consistently exceptional service.
Advisor
Concentrix
Gurugram
09.2019 - 12.2020
- Interacting with US customers for resolving their issues related to carrier network.
- Assisting with troubleshooting in order to resolve coverage issues and escalating where needed.
- Used excellent listening skills to process customer queries and complaints, offering effective solutions to maintain customer satisfaction.
- Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
- Grew customer base by acquiring new customers and identifying needs to deliver relevant products.
- Shared comprehensive brand and product knowledge to maximise sales.
Quality Analyst
Zomato Media Pvt Ltd
Gurugram
03.2019 - 09.2019
- Managing quality parameters of associates and providing guidance to enhance cusomer experience.
- Initiating Daily audits and providing feedback where required.
- Creating action plans for BQ associates and helping them to achieve daily targets.
- Monitoring associates under PIP and supporting them to achieve given targets.
Associate
Zomato Media Pvt Ltd.
Gurugram
08.2017 - 02.2019
- Addressed customer’s questions, problems and complaints over chat, mail and calls.
- Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
- Actively participated in internal committees and team building activities.
- Assisted customers with product-related questions, feedback, and complaints.
- Maximised customer satisfaction by resolving service issues promptly.
- Performed well at quality assurance evaluations by continuously actioning performance feedback to drive personal improvement.
Retail Sales Associate
Sawdust
09.2013 - 06.2017
- Demonstrated products to customers to show features and promote items.
- Built displays of items for special promotions and updated signs with correct pricing.
- Assisted with shop inventory management and completed routine stock taking.
- Shared new products and promotions with customer to encourage sales.
- Displayed outstanding personal presentation and customer service in customer-facing role.
Education
PGDMM - Marketing
Narsee Monjee Institute of Management Studies
Bachelor of Commerce -
School of open Learning, Delhi University
12th - Commerce
Kendriya Vidyalaya
10th - NA
Kendriya Vidyalaya
Skills
Excellent verbal and written communication skills
Work well under pressure and follow through on items to completion
Ability to lead team in multi-tasking and meeting timelines on deliverable
Experience in coaching individuals via observation, feedback, mentoring and task demonstration
Proficient with MS office (PowerPoint, Excel, Word, etc)
Ability to analyse data and extract insights
Ability to provide leadership, direction and motivation to build high performing teams
Decision-making and problem-solving abilities
Certification
Certificate for International Webinar- Post COVID- 19: Opportunities and Challenges for Education, Industry and Economy.
Timeline
Assistant Manager
Concentrix daksh pvt ltd
12.2022 - Current
Lead Operations
Concentrix
01.2021 - 10.2022
Advisor
Concentrix
09.2019 - 12.2020
Quality Analyst
Zomato Media Pvt Ltd
03.2019 - 09.2019
Associate
Zomato Media Pvt Ltd.
08.2017 - 02.2019
Retail Sales Associate
Sawdust
09.2013 - 06.2017
PGDMM - Marketing
Narsee Monjee Institute of Management Studies
Bachelor of Commerce -
School of open Learning, Delhi University
12th - Commerce
Kendriya Vidyalaya
10th - NA
Kendriya Vidyalaya