Gurpreet Singh Bansal
New Delhi
Summary
A competent professional with over 14 years of experience in Operations, Team Management, Process Management, Training & Development, Client Relationship Management and Vendor Management.
Good interpersonal relationship skills, responsible, creative, organized, ability to make tough jobs quickly, interest in professional development, extensive experience in the field of finance, leadership and decision making, knowledge about the management of the systems and the handling of the Internet, experience in the area of computer science.
I count with the following characteristics: Outgoing, leadership, staff management, good handling in the development of friendly and respectful relationships. Listening skills, and force sales administration, Vendor Management, sales closing, with many types of customers, negotiation skills with a lot of initiative to solve problems efficiently and achieve the goals set by the company.
Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
18
18
years of professional experience
Work History
Manager ML Data Operations
Amazon Development Center
12.2021 - Current
- Delivered training for staff development, change management and materials, process and technical controls
- Conducted performance reviews each quarter, offering praise and recommendations for improvement
- Improved success of program by making proactive adjustments to operations
- Coached team members on productivity strategies, policy updates and performance improvement plans to accomplish challenging goals
- Planned and executed meetings to connect organizational representatives, community members and clients
- Met with project stakeholders on regular basis to assess progress and make adjustments
- Assessed performance and scheduled cost control while maintaining contractual and internal performance requirements
- Directed day-to-day operations focused on attainment of key business metrics, continuous improvement initiatives and 28-member management team with related direct reports.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Onboarded new employees with training and new hire documentation.
Level 10 - Team Leader - Operations (Data Management Analyst)
Accenture Services
06.2016 - 12.2021
- Responsible for ensuring compliant delivery of customer services
- To build, support, sustain and motivate a high performance team
- Currently handling the team of 27 direct reporting members (25 analyst) handling tickets related to Device issues - Performance Issues, Order Management, Emerging issues & App issues - In App purchases / refunds, Content not delivered etc
- Responsible for Performance management, Team Engagement, minimizing attrition & shrinkage and maintain scorecard involving CSAT, AHT, Resolution Rate etc
- Adherence to weekly PKT, compliance audits, quality calibrations and preparation of weekly performance reviews with client
- Handle escalations with management and clients
- Creation of Process SOP's and Business Excellence/Ops Maturity Spoc.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Collected, arranged, and input information into database system.
- Developed effective improvement plans in alignment with goals and specifications.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
Customer Service Executive
Serco Global Services - Operations
03.2015 - 04.2016
- Handling customer queries
- Handling end to end travel requirements for the travelers
- Making new reservation and amend existing reservation
- Cancellation and refunds
- Invoice and emailing itinerary to passenger, outbound call to the passenger and airline for any query
- Maintain the standards and procedures in the entire premises
- To ensure all staff under his/her control is properly deployed and utilized
- Ensure that all forms and registers/Checklists are updated, that is required by the management
- Identifying and developing a dedicated and alternate vendor source for, achieving cost effective purchases of raw materials and reduction in delivery time
- Vendor selection involving identification of vendors, rate negotiations and contract finalization
- Troubleshooting internet connectivity issues and logging landline faults to BT Open Reach.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Promptly responded to inquiries and requests from prospective customers.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Customer Service Associate
Lufthansa Airline
01.2010 - 12.2011
- Supervising Check-in Counters and attending to and solving all problems and situations at passenger and baggage check-in
- Supervision of baggage handling and Lost and Found procedures
- Supervising reservations and bookings and handling of telephone calls
- Responsible for provision of quality services and ensuring maintenance of superlative standards of Ground handling
- Administrative functions include - Liaising with various authorities (Immigrations, Customs, Security, Airports Authority etc.), other airlines and handling agencies
- Independently handling various administrative functions, checking and approving invoices for payments
- Baggage Handling includes - Handled Baggage Irregularities, such as tracing of mishandled baggage
- Handled the claims and settlements of mishandled and damaged bags, independently, following the Lufthansa's policy and IATA rules and regulations.
- Monitored customer feedback channels, identifying areas of improvement for enhanced service quality.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer calls and emails to answer questions about products and services.
Senior Customer Service Executive
HCL Technologies LTD
01.2009 - 02.2010
- Speaking with customer and convincing them to make payment for their long due account
- Training agent on customer service skills
- Giving presentation to Management about changes and innovation that could be made in company.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Assisted marketing team on short-term and long-term promotional projects and provided regular updates on status and progress.
- Trained new personnel regarding company operations, policies and services.
Operation Officer
SRC AVIATION
06.2008 - 10.2008
- To obtain landing / over flying permissions for non-schedule aircraft from D.G.C.A (INDIA)
- To ensure consistent compliance of safety and security measure
- To co-ordinate and liaison with all the airport agencies to achieve the objective
- To get the ATC clearance by filing flight plan & taking metrological clearance.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Worked flexible hours across night, weekend, and holiday shifts.
- Applied effective time management techniques to meet tight deadlines.
- Demonstrated leadership skills in managing projects from concept to completion.
Supervisor
Concord Enterprises
11.2005 - 03.2008
- Passenger and Baggage Check-In for Air France airline
- Performing Reservation and ticketing functions
- Baggage Handling and performing Lost and Found Procedures
- Liaising with Customs and other authorities
- Service delivery in compliance with company standards and procedures
- Maintained and planned the monthly staff roster for my department.
- Championed continuous improvement efforts within the organization by promoting best practices for processes, tools, or technologies.
- Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
Skills
- Performance management
- Project development and life cycle
- Risk analysis and management
- Lean manufacturing and quality systems
- Operations management
- Project planning and development
- Relationship Development
- Team Leadership
- Ability to work effectively in team with focus on team goal
- Fast learning, motivated & hard working
- Always eager to learn new things & willing to apply them to create better results
- Complex Problem-Solving
- Time Management
- Operations Management
- Business Administration
- Task Delegation
- Brand Management
- Good Judgment
- Goal Setting
- Employee Coaching and Mentoring
- Performance reviewing
- Documentation And Reporting
- Customer Relationship Management (CRM)
- Verbal and written communication
- Project scope
- Calendar Management
- Marketing
Academic Qualification
- Senior Secondary from CBSE, New Delhi (2004)
- Secondary from CBSE, New Delhi (2002)
- Graduation in B.com from Delhi University (2008)
- Masters in Business Administration from SMU ( 2015)
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Punjabi
Bilingual or Proficient (C2)
Hobbies Extra Curricular Activities
- Devouring Books and reading articles to enhance internal beauty.
- Interacting With People and Networking
- Listening to Music
Personal Information
- Father's Name: Davinder Singh Bansal
- Date of Birth: 02/06/87
- Marital Status: Married
Timeline
Manager ML Data Operations
Amazon Development Center
12.2021 - Current
Level 10 - Team Leader - Operations (Data Management Analyst)
Accenture Services
06.2016 - 12.2021
Customer Service Executive
Serco Global Services - Operations
03.2015 - 04.2016
Customer Service Associate
Lufthansa Airline
01.2010 - 12.2011
Senior Customer Service Executive
HCL Technologies LTD
01.2009 - 02.2010
Operation Officer
SRC AVIATION
06.2008 - 10.2008
Supervisor
Concord Enterprises
11.2005 - 03.2008
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