Shivshankar Ghanshyam Gupta
Dupty Manager
Ambarnath
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
12
12
years of professional experience
3
3
Languages
Work History
Aditya Birla Health Insurance (Email Process)
Dupty Manager - Non Voice Process (Direct Payroll )
07.2025 - Current
- Developed and implemented process improvements that enhanced operational efficiency and streamlined email communication workflows.
- Led a team in resolving complex customer inquiries, significantly improving response times and customer satisfaction ratings.
- Trained new staff on email management systems, contributing to a more knowledgeable and efficient team environment.
- Collaborated with cross-functional teams to align email processes with organizational objectives, ensuring timely and effective communication.
- Passionate about learning and committed to continual improvement.
- Managed time efficiently in order to complete all tasks within deadlines.
- Worked well in a team setting, providing support and guidance.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
Aditya Birla Health Insurance (Email Process)
Assistence Manager - Non Voice Process (Direct Payroll )
08.2023 - 06.2025
- Led the email processing team to streamline communication workflows, significantly enhancing operational efficiency and response times.
- Implemented quality assurance protocols for email correspondence, resulting in improved accuracy and reduced error rates.
- Collaborated with cross-functional teams to develop training materials, fostering a deeper understanding of email processes among new staff.
- Utilized CRM software to track customer interactions, ensuring timely follow-ups and improved customer satisfaction metrics.
- Analyzed email process performance data to identify trends, driving initiatives that improved response rates and customer engagement.
- Mentored junior team members, providing guidance on best practices for email management and customer communication.
- Assisted in the development of standard operating procedures, enhancing consistency and compliance across email processing tasks.
- Conducted regular audits of email correspondence, ensuring adherence to regulatory standards and organizational policies.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Resolved problems, improved operations and provided exceptional service.
Aditya Birla Health Insurance -Welcome Call
Customer Service Exeuctive (Third Party Payroll)
08.2020 - 08.2023
- Initiated welcome calls to new policyholders, ensuring a smooth onboarding experience and enhancing customer satisfaction.
- Provided comprehensive information regarding policy features, resolving inquiries effectively to promote customer retention.
- Collaborated with cross-functional teams to streamline onboarding processes, improving operational efficiency and response times.
- Conducted follow-up calls to assess customer satisfaction, gathering feedback to refine service delivery and support strategies.
- Assisted in training new customer service representatives, sharing best practices to enhance team performance and knowledge.
- Managed customer databases, ensuring accurate information and compliance with internal policies and regulatory requirements.
- Developed and maintained positive relationships with clients, fostering trust and loyalty through attentive service and communication.
- Analyzed common customer issues, contributing to process improvements that enhanced overall service quality and efficiency.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Lifestyle International Pvt Ltd
Sr. Customer Service Exeuctive
03.2014 - 07.2020
- Led customer service initiatives to enhance client satisfaction and streamline resolution processes, resulting in improved service efficiency.
- Developed and implemented training programs for new staff, contributing to a more knowledgeable and proficient customer service team.
- Collaborated with cross-functional teams to identify and resolve recurring customer issues, enhancing overall service delivery and client retention.
- Analyzed customer feedback and service metrics to recommend operational improvements, driving increased customer loyalty and brand reputation.
- Managed escalated customer inquiries effectively, ensuring resolution satisfaction and fostering long-term customer relationships.
- Coordinated workflow processes to optimize service delivery times, improving response rates and minimizing customer wait times.
Education
Bachelor of Commerce - Financial Accounting
R. J. Thakur Degree College of Arts And Commerce
Thane, India 04.2001 -
Bachelor of Commerce - Commerce
R. J. Thakur Degree College of Arts And Commerce
Thane 04.2001 -
Skills
Email management
Accomplishments
- Used Microsoft Excel to develop customer email and resolve cases tracking spreadsheets.
Additional Information
- I am highly adaptable and comfortable learning new tools, systems, and workflows quickly.
- I take initiative and enjoy solving problems independently while still collaborating effectively with a team.
- I am dependable, punctual, and committed to delivering high-quality work consistently.
- I maintain a positive, solutions-focused mindset even under pressure or tight deadlines.
- I value clear communication and am always open to feedback for improvement.
- I consistently look for opportunities to add value and streamline processes.
- Strong ability to handle confidential information with professionalism and discretion.
- Strong organizational and multitasking skills.
- I am goal-oriented and motivated to contribute to the company’s success.
Listning Music
- I often listen to music as a way to improve my focus and productivity during tasks that require concentration.
- Music helps me maintain a calm and balanced mindset, which supports better decision-making and stress management.
- Listening to music has strengthened my creativity and ability to think outside the box.
- Music keeps me positive and brings a calm, grounded presence to my work environment.
- I enjoy creating focused playlists that help with time management and task organization.
Timeline
Aditya Birla Health Insurance (Email Process)
Dupty Manager - Non Voice Process (Direct Payroll )
07.2025 - Current
Aditya Birla Health Insurance (Email Process)
Assistence Manager - Non Voice Process (Direct Payroll )
08.2023 - 06.2025
Aditya Birla Health Insurance -Welcome Call
Customer Service Exeuctive (Third Party Payroll)
08.2020 - 08.2023
Lifestyle International Pvt Ltd
Sr. Customer Service Exeuctive
03.2014 - 07.2020
Bachelor of Commerce - Financial Accounting
R. J. Thakur Degree College of Arts And Commerce
04.2001 -
Bachelor of Commerce - Commerce
R. J. Thakur Degree College of Arts And Commerce
04.2001 -