Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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PRAFULL GAGAN

PRAFULL GAGAN

GAZIABAD

Summary

Forward-thinking Operations Specialist bringing around 7 years of expertise in Quality and leadership for Gaming (moderation) projects/businesses. Cultivate rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies. Result-driven leader accustomed to overseeing operations with strong attention to detail. History of handling several client projects & meeting demanding group objectives through employee training, motivation and performance management.

Overview

6
6
years of professional experience

Work History

Assistant Manager

iENERGIZER
NOIDA
10.2022 - Current
  • Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
  • Assisted in the development of operational strategies to ensure efficient and productive operations.
  • Conducted regular performance reviews for employees to identify areas of improvement.
  • Ensured compliance with safety regulations and company policies.
  • Monitored employee attendance records, timekeeping, and payroll information.
  • Managed customer service inquiries and complaints in a timely manner.
  • Resolved conflicts between team members in an effective manner.
  • Maintained up-to-date knowledge of company products and services.
  • Organized training sessions for new hires to familiarize them with the workplace environment.
  • Collaborated with management on developing strategic plans for achieving business goals.
  • Established processes for monitoring customer satisfaction levels.
  • Implemented new procedures or systems to improve efficiency within the organization.
  • Supervised daily operations including scheduling shifts, assigning duties.
  • Served as a liaison between staff members and senior management personnel.
  • Enforced company policies and procedures to strengthen operational standards across departments.
  • Coached team members and delivered constructive feedback to promote better productivity and build confidence.
  • Led employee performance evaluations and rewarded top performers to retain quality personnel.

Team Leader

iENERGIZER
NOIDA
10.2018 - 10.2022
  • Set clear team goals and delegated tasks and set deadlines
  • Discovered training needs and provided coaching
  • Built strong relationships with clients through positive attitude and attentive response
  • Conducted team meetings and advised members on best practices and continuing expectations
  • Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values
  • Produced weekly, daily and monthly activity reports and forecasts
  • Conducted training and mentored team members to promote productivity and commitment to friendly service
  • Supported office business development and customer service
  • Initiated timely response to emails, voicemails and written correspondence
  • Implemented new working processes to deliver multiple improvements
  • Coordinated weekly meetings for internal and external groups
  • Cross-trained and provided backup support for organizational leadership
  • Worked with colleagues to create prototypes for designs and training materials.

Quality Analyst

iENERGIZER
NOIDA
02.2018 - 10.2018
  • Administered [30+] internal monthly quality audits and assessed results to inform corrective action measures
  • Analyzed quality and performance data to support operational decision-making
  • Participated in departmental meetings to establish short- and long-term strategy
  • Created and revised procedures, checklists and job aids to reduce errors
  • Updated inspection journals and daily summary logs with quality-related data
  • Used MS Office and Google Doc sheet to create presentations, flowcharts and graphs detailing data analysis results
  • Developed and maintained quality assurance procedure documentation
  • Developed training materials, SOPs and work instructions to supplement new team member onboarding
  • Monitored KPIs to proactively address bottlenecks and quality issues
  • Defined and implemented quality initiatives to reduce risk.

Education

Master of Science - Mathematics

Radha Govind University
Ramgarh, Ranchi
04-2022

B.Ed - Mathematics Education

Sai Nath University
Ranchi
04-2019

Bachelor of Science - Mathematics

S.N.S. College
Hajipur, Bihar
01.2011

Skills

  • Organization and Time Management
  • Recruiting and interviewing
  • Operations Management
  • Employee Performance Evaluations
  • Staff Training and Development
  • Customer Relationship Management (CRM)
  • Compliance understanding
  • Project management abilities
  • Policy Enforcement
  • Microsoft Office expertise
  • Graphic and Media Design
  • Schedule oversight
  • Policy administration
  • Staff Management

Accomplishments

  • Developed Microsoft Excel & Google Doc spreadsheet skills for inventory/data tracking
  • Documented and resolved tool issues which led to speed recovery in productivity
  • Resolved product issue through client tool testing
  • Supervised span of average 60-70 staff members & 6-7 Team Leaders
  • Resolved bug issues by filling JIRA and keep updated management and client about it
  • Received several client and management appreciations for my dedication and hard work
  • Worked on several client tasks & projects
  • Lead a project of more than 500 agents in a special queue
  • Worked & lead a team of supervisors and agents on Beta testing of a New UI proposed by the client
  • Reported bugs and getting them fixed by coordinating with the Engineers and help them to launch the New UI and received appreciations for the same

Timeline

Assistant Manager

iENERGIZER
10.2022 - Current

Team Leader

iENERGIZER
10.2018 - 10.2022

Quality Analyst

iENERGIZER
02.2018 - 10.2018

Master of Science - Mathematics

Radha Govind University

B.Ed - Mathematics Education

Sai Nath University

Bachelor of Science - Mathematics

S.N.S. College

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PRAFULL GAGAN