Shubham Bansal
Senior Analyst (Operations)
Gurugram,Haryana
Summary
Knowledgeable and dedicated customer service professional with 6 years of experience in service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Excellent Reputation for resolving problems and improving customer satisfaction. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. .
Overview
6
6
years of professional experience
7
7
years of post-secondary education
Work History
Senior Analyst
HCL Technologies
Noida, Uttar Pradesh
08.2019 - Current
- Discovered root causes of problems and identified appropriate solutions.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Processed customer adjustments to maintain financial accounts.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Advanced productivity KPIs to achieve key business goals and objectives.
Senior Operations Executive
Concentrix
Gurgaon , Haryana
07.2016 - 07.2019
- Increased company profits through performance optimization strategies and efficiency improvements.
- Improved employee satisfaction rating by realigning and enforcing policies.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Oversaw projects to help goals, tasks and milestones align with organizational strategy.
- Collaborated on operational support tasks to achieve common goal.
- Applied excellent problem-solving, process development and strategic implementation skills to lead and support all areas of operations.
- Tended to urgent correspondence to facilitate communication or resolution.
- Set clear goals to monitor targets and offered real-time input on performance and motivation.
- Drove team engagement to achieve aggressive company targets.
- Efficiently and effectively identified and solved all problems that impacted direction of business.
- Leveraged meeting minutes to measure progress and accountability.
Education
Master Of Business Administration - Finance & HR
Kurukshetra University
Kurukshetra 07.2014 - 06.2016
Bachelor Of Business Administration - Business Management
Budha College of Management
Karnal 07.2011 - 06.2014
Intermideat - Commerce
Govt.Senior Secondary High School
Pundri, Haryana 06.2009 - 07.2011
Skills
Knowledge of business operations
Technical understanding
Data analysis
Information gathering
Finance
Financial Management
Business Development
Operations analysis
Complaint resolution
Technical Support
Resource Planning and Scheduling
Human resources
Planning and Coordination
Problem-Solving
Active Listening
Teambuilding
Written Communication
Critical Thinking
Excellent Communication
Employee coaching
Employee training
Organization and Time Management
Attention to Detail
Claim Management
Team Handling
SLA Management
Project Management
Natural leader
Mail handling
Accomplishments
- Supervised team of 30 & 10 staff members.
- Telephone Service - Professionally processed 20+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Monetary Transactions - Handled credit and automatic debit card transactions with 100% accuracy.
- Training & Coaching - Trained two different groups (20 people each) on the product.
- Subject Matter Expertise - Helped the team by providing assistance for handling client queries with 100% customer satisfaction rate in given SLA's.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Senior Analyst
HCL Technologies
08.2019 - Current
Senior Operations Executive
Concentrix
07.2016 - 07.2019
Master Of Business Administration - Finance & HR
Kurukshetra University
07.2014 - 06.2016
Bachelor Of Business Administration - Business Management
Budha College of Management
07.2011 - 06.2014
Intermideat - Commerce
Govt.Senior Secondary High School
06.2009 - 07.2011