Work Preference
Summary
Overview
Work History
Education
Skills
Languages
Hobbies and Interests
Timeline
Generic
SONAL GUPTA
Open To Work

SONAL GUPTA

Gurgaon

Work Preference

Work Type

Full Time

Location Preference

On-SiteRemoteHybrid

Summary

Dynamic operations professional with a proven track record at Delhivery Ltd., excelling in process optimization and customer satisfaction. Proficient in MySQL and MS Excel, I effectively resolved client issues and implemented continuous improvement initiatives, enhancing service levels and operational efficiency. Strong communicator with a commitment to excellence in every interaction.

Overview

9
9
years of professional experience

Work History

Associate in Operation Control Department

Medanta-The Medicity
08.2023 - Current
  • Handled inbound calls from Medanta Hospital patients, providing accurate information and assistance regarding appointments and services.
  • Scheduled patient appointments in alignment with their requirements, while adhering to specific doctor protocols and availability.
  • Supported new hires by sharing process knowledge, offering on-the-job guidance, and helping them adapt to workflow standards.
  • Prepared and maintained Excel reports and trackers in accordance with process and operational requirements to ensure smooth coordination.
  • Monitored and analyzed call performance metrics such as Average Handling Time (AHT), After-Call Work (ACW), and adherence to breaks and login schedules to maintain operational efficiency.

Associate in LTL FMS Team

Delhivery Ltd.
03.2023 - 07.2023
  • Managed registrations of all pickups across PAN India based on details shared by clients and shippers.
  • Coordinated and ensured the timely completion of all PAN India pickups, maintaining high service standards, and on-time performance.
  • Collaborated with ground teams to ensure a smooth and efficient pickup process, resolving any operational bottlenecks.
  • Pacified and resolved issues raised by irate clients or shippers, ensuring customer satisfaction and service recovery.
  • Implemented and supported continuous improvement initiatives within procurement and logistics operations to enhance efficiency.
  • Contributed to improving the service level and overall performance of the center team through proactive communication and process optimization.

Executive in Regulatory & Compliance Department

Delhivery Ltd.
12.2018 - 03.2023
  • Conducted PAN India Root Cause Analysis (RCA) on regulatory issues within operations to identify gaps and implement corrective actions.
  • Committed to identifying and executing continuous improvement initiatives to enhance procurement and operational efficiency.
  • Coordinated with multiple internal teams and handled escalations, ensuring prompt resolution of operational and regulatory concerns.
  • Monitored and escalated E-waybill-related issues to the concerned teams, ensuring timely follow-up and closure of all escalations.
  • Ensured zero shipment holds due to regulatory issues by proactively tracking compliance and addressing potential bottlenecks.

Executive in Customer Relationship

Delhivery Pvt Ltd.
08.2017 - 12.2018
  • Handled inbound calls from Delhivery end customers, providing accurate information and support regarding shipment and delivery queries.
  • Addressed and pacified irate customers, ensuring prompt issue resolution and maintaining a high level of customer satisfaction.
  • Generated service tickets for the Track & Trace (TNT) team to ensure timely escalation and fulfillment of customer expectations.
  • Acted as floor in-charge during the absence of supervisors, managing team coordination and ensuring smooth workflow continuity.

Executive as a Financial Advisor

Policy Bazar
05.2016 - 08.2018
  • Handled outbound calls to PolicyBazaar customers to understand their needs and provide suitable insurance or policy solutions.
  • Analyzed customer requirements to recommend the most appropriate products and services.
  • Provided accurate and detailed information to customers, ensuring clarity and satisfaction throughout the interaction.
  • Worked on Microsoft Office tools for maintaining customer data, preparing reports, and tracking daily activities.

Education

B. TECH - CSE

01.2016

XII - CBSE

01.2012

X - CBSE

01.2010

Skills

  • MySQL
  • MS Excel
  • MS PowerPoint
  • Java
  • Call handling
  • Issue resolution
  • Customer support

Languages

  • English
  • Hindi

Hobbies and Interests

  • Badminton
  • Table Tennis

Timeline

Associate in Operation Control Department

Medanta-The Medicity
08.2023 - Current

Associate in LTL FMS Team

Delhivery Ltd.
03.2023 - 07.2023

Executive in Regulatory & Compliance Department

Delhivery Ltd.
12.2018 - 03.2023

Executive in Customer Relationship

Delhivery Pvt Ltd.
08.2017 - 12.2018

Executive as a Financial Advisor

Policy Bazar
05.2016 - 08.2018

B. TECH - CSE

XII - CBSE

X - CBSE

SONAL GUPTA