Instrumental Songs
Rahul Gupta
OPERATIONS MANAGEMENT PROFESSIONAL
Noida
Summary
Seeking a challenging option in the organization where I can utilize my knowledge and skills & contribute to the maximum in achieving the Long-term Goals of the Organization while enhancing my own skills.
Multi faceted experience in, operations, process management, client management was with EXL Services Ltd in capacity of Quality control analyst.
CORE COMPETENCIES
Operations Management + Team Management + Client/Customer Relationship Management
Overview
17
17
years of professional experience
2
2
Languages
3
3
years of post-secondary education
Work History
Sr. Customer Care Executive (QCA)
EXL SERVICES PVT LTD
09.2008 - 05.2025
- Bring Process Performance into Dashboards.
- Handle Escalation Mail Box Associated with onshore via responding or taking actions on high level complaints. Additionally responsible for complete critical billing.
- Involve in weekly calls with the process holders to ensure we are updated with the process knowledge.
- Provide timely feedback to agents and help them to make them understand end to end process.
- Manage aging bucket & assigned tasks weekly in order to avoid any hit on SLA.
- Received “Delivery Champions certification” in 2019 for resolving complex queries of UK Business customers.
- Energy Expert Certification 2019 from EXL Utility Academy & Yellow Belt Certification in 2021.
- Multiple Service Excellence Award throughout the journey & also nominated for “Enterprise Operations Weekly Update” by UKB onshore 2021.
- Great experience by working with multiple threads in UK Utility domain.
- Also assigned with Logistics domain with US process. Where in responsibility was to analyses & process the claims basis on their loss happened, Involved in few other threads in the same domain.
- Exceeded performance targets consistently, earning recognition as a top performer within the department.
- Collaborated with cross-functional teams to address complex customer inquiries, resulting in timely solutions.
Education
Bachelor in Art -
CSJM University
Kanpur, UP 06.1997 - 06.2000
Skills
Yellow Belt Certified
Lean Competency System Certification
Power BI
Root cause analysis
SAP CRM
Call center operations
SOP writing
Conflict management
Feedback collection
Escalation handling
Client relationship building
Excellent problem-solving skills
MS office
Calm under pressure
Multitasking Abilities
Calm and professional under pressure
Problem-solving abilities
Time management
Problem-solving skills
Customer service
Interests
Timeline
Sr. Customer Care Executive (QCA)
EXL SERVICES PVT LTD
09.2008 - 05.2025
Bachelor in Art -
CSJM University
06.1997 - 06.2000
Languages
Hindi
English
Personal Information
- Passport Number: Yes
- Date of Birth: 01/01/81
- Nationality: Indian
- Marital Status: Married
- Religion: Hindu