Summary
Overview
Work History
Education
Skills
Languages
Achievements
Timeline
Generic
NEHA GUPTA

NEHA GUPTA

Pune

Summary

Dynamic professional with a proven track record at EXL Services Pvt Ltd, excelling in leadership and audit management. I developed operational strategies that enhanced efficiency and improved customer satisfaction. Recognized for identifying process improvements, driving results, and fostering team collaboration to achieve business objectives.

Overview

5
5
years of professional experience

Work History

Assistant Manager( Back Office)

EXL services Pvt Ltd
PUNE
01.2024 - Current
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.
  • Assisted in the development of operational strategies to ensure efficient and productive operations.
  • Organized training sessions for new hires to familiarize them with the workplace environment.
  • Established processes for monitoring customer satisfaction levels.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Communicated regularly with customers to gain insights into their needs.
  • I am responsible for overseeing four distinct processes and managing their operations.Additionally, I handle monthly performance reporting, which I present to the customer during scheduled calls.
  • I am responsible for managing a team of 32 FTEs

Quality Assurance Auditor (Executive)

EXL Service Pvt Ltd
Pune
09.2020 - 12.2023
  • Developed and maintained audit procedures to ensure compliance with company standards.
  • Investigated customer complaints related to the process, identified root causes, and recommended corrective actions.
  • Provided coaching for agents based on individual performance reviews.
  • Performed detailed analysis of call recordings using various software applications.
  • Identified opportunities for continuous improvement in processes that impact the quality of incoming calls.
  • Reviewed established procedures to assess areas in need of improvement.
  • Monitored customer conversations for quality assurance purposes, ensuring that all policies were followed.
  • Audit onshore agent's calls for their different departments.

Back Office Associate

EXL services Pvt Ltd
Pune
04.2020 - 08.2020
  • Worked on 12 Threads
  • Threads such as: Heating upgrade, Exceptions, Accept to close, Schedule to close Etc.
  • Worked on Wmis, Salesforce, Agent Workbench to close the threads
  • Analyzed the Quote mentioned in the Threads using Wmis

Associate(Rescheduling)

EXL Service Pvt Ltd
Pune
01.2020 - 03.2020
  • Raised complaint on behalf of the customers
  • Rescheduled break down and annual service appointments

Education

CMA INTER - Idirect Tax

THE INSTITUTE OF COST AND MANAGEMENT ACCOUNTANT
PUNE
08.2014

B.Com(Accounts Honors) -

Gauhati University
06.2009

12th Standard -

State Education Board of Assam
06.2006

10th Standard -

Uttar Pradesh Board
06.2004

Skills

  • Leadership
  • Problem-solving
  • Analytical Mindset
  • Operational strategy
  • Customer satisfaction
  • Decision-making
  • Adaptability and flexibility

Languages

Hindi
First Language
English
Advanced (C1)
C1

Achievements

  • Promotion to Assistant Manager: Became the youngest in terms of tenure at EXL to achieve the position of Assistant Manager (AM).
  • Team Recognition: Led my team to win the Best Team of the Quarter award three times, despite team members belonging to different Lines of Business (LOBs).
  • Successful Client Visits: Successfully catered to three client visits, each of which stands as a personal success story.
  • New Account Launch: Successfully trained my team and myself for a new account assigned in March 2025, aligned resources, and ensured a smooth project go-live in April. The account has been running seamlessly under my leadership.

Timeline

Assistant Manager( Back Office)

EXL services Pvt Ltd
01.2024 - Current

Quality Assurance Auditor (Executive)

EXL Service Pvt Ltd
09.2020 - 12.2023

Back Office Associate

EXL services Pvt Ltd
04.2020 - 08.2020

Associate(Rescheduling)

EXL Service Pvt Ltd
01.2020 - 03.2020

CMA INTER - Idirect Tax

THE INSTITUTE OF COST AND MANAGEMENT ACCOUNTANT

B.Com(Accounts Honors) -

Gauhati University

12th Standard -

State Education Board of Assam

10th Standard -

Uttar Pradesh Board

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NEHA GUPTA