Open To Work
SONAL GUPTA
Gurgaon
Work Preference
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