Gunjan Gola
New Delhi
Summary
Operations Executive with hands-on experience in insurance and claims processing backend operations, maintaining a 100% error-free work streak over the past year. Specializing in operational management with expertise in Jira, QPS, and Case Manager. Demonstrated success in leading cross-functional teams and generating data-driven reports that enhance productivity. Strong analytical and organizational skills drive operational efficiency and excellence. Knowledgeable in Property & Casualty insurance operations, including policy lifecycle management and claims workflows, effectively aligning business needs with operational execution.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Junior Process Associate
Sun Life
Gurugram
07.2024 - 07.2025
- Coordinated team activities via Jira, ensuring timely task completion and prompt resolution of roadblocks.
- Tracked customer cases using Case Manager, facilitating issue resolution through departmental collaboration.
- Compiled operational performance reports using Excel, highlighting key metrics for analysis and review.
- Provided insights on process improvements to enhance operational workflows with Compass.
- Monitored Quality Process Support (QPS) processes, gathering feedback to maintain compliance with company standards.
- Collaborated cross-functionally to ensure seamless operations and adherence to company policies.
Back Office Executive
Wipro (Payroll of Pyramid IT Consulting Pvt Ltd)
Gurugram
10.2023 - 04.2024
- Assisted in daily operations management tasks, including project updates in Jira and maintaining data on Excel and sharing with ops teams.
- Supported customer case management and addressed client queries using Case Manager software.
- Provided administrative support to the operations team, including preparing reports and documentation for senior executives.
- Gained exposure to operational workflows and contributed to process improvement initiatives.
Education
Bachelor of Arts - Economics
Delhi University
Delhi08.2021
Skills
- QPS
- Compass
- Microsoft Office
- Trello
- Collaboration
- Compliance monitoring
- Customer collaboration
- Quality assurance
- Cross-functional teamwork
- Operational analysis
- Process improvement
- Case management
- Jira management
- Excel reporting
- Data tracking
Certification
- Operations Prototyping (2024)
- Lynda.com
Languages
ENGLISH: Proficient, HINDI: Native
KEY ACHIEVEMENTS
- Quality Assurance: Maintained 100% accuracy and error-free performance on all JIRA cases, consistently delivering high-quality results within deadlines.
- Process Optimization: Led a process optimization project that resulted in a 20% reduction in operational cycle time, improving overall team efficiency and reducing costs.
- Cross-Department Collaboration: Successfully worked with cross-functional teams to align business processes, leading to a 10% improvement in the integration of client services.
- Client Satisfaction: Played a key role in resolving client escalations, achieving a customer satisfaction rate of 95% by providing prompt and effective solutions.
Languages
English
First Language
Hindi
Proficient (C2)
C2
References
References available upon request.
Timeline
Junior Process Associate
Sun Life
07.2024 - 07.2025
Back Office Executive
Wipro (Payroll of Pyramid IT Consulting Pvt Ltd)
10.2023 - 04.2024
Bachelor of Arts - Economics
Delhi University
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