Sunil Kumar Gaurav
New Delhi
Summary
Adept at driving customer satisfaction and improving retention rates, I leveraged exceptional problem-solving and communication skills at Barclays Shared Services to enhance service delivery. Specializing in complaint handling and CRM software, my strategies significantly boosted team performance, showcasing a commitment to excellence and a profound ability to innovate and lead in challenging environments.
Overview
18
18
years of professional experience
Work History
Assistant Manager
Wipro HR Shared Services
01.2023 - Current
- Supervised daily operations including scheduling shifts, assigning duties.
- Assisted in the development of operational strategies to ensure efficient and productive operations.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Managed customer service inquiries and complaints in a timely manner.
- Maintained up-to-date knowledge of company products and services.
- Delegated work to staff, setting priorities and goals.
- Organized training sessions for new hires to familiarize them with the workplace environment.
- Created and managed budgets for travel, training, and team-building activities.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Coordinated with other departments to ensure smooth flow of operations.
- Resolved conflicts between team members in an effective manner.
- Proposed or approved modifications to project plans.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Assigned work and monitored performance of project personnel.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Communicated regularly with customers to gain insights into their needs.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Recruited and trained new employees to meet job requirements.
- Produced thorough, accurate and timely reports of project activities.
- Reviewed completed work to verify consistency, quality, and conformance.
- Analyzed business performance data and forecasted business results for upper management.
- Collaborated with management on developing strategic plans for achieving business goals.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Conducted regular performance reviews for employees to identify areas of improvement.
- Established processes for monitoring customer satisfaction levels.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Implemented quality control measures to uphold company standards.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Senior Customer Care Executive
barclays shared services
Noida
07.2014 - 09.2015
- Resolved escalated customer complaints within established time frames.
- Identified opportunities for process improvements based on data analysis results.
- Handled customer complaints, providing appropriate solutions and alternatives within time limits.
- Created detailed reports on customer service metrics for management review.
- Conducted customer satisfaction surveys and recommended product improvements to management based on feedback.
- Managed multiple projects simultaneously while adhering to tight deadlines.
- Maintained detailed records of customer interactions, feedback, and resolutions in CRM software.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Monitored customer satisfaction levels through surveys and feedback forms.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Assisted with the implementation of new software systems related to customer service operations.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Provided detailed product and service information to customers, enhancing customer understanding and satisfaction.
- Conducted regular team meetings with customer care staff to review performance and discuss areas of improvement.
- Processed customer orders, forms, applications, and requests efficiently.
- Drafted reports summarizing key performance indicators such as average response times, resolution rates.
Senior Customer Care Executive
Convergys India Services Pvt. Ltd
Gurgaon
06.2011 - 07.2014
- Handled inbound calls, addressing customer queries and providing effective resolutions
- Ensured customer satisfaction by delivering accurate and timely solutions to all inquiries
- Interacted with customers via phone calls, gathering feedback to improve services
- Enrolled customers in the new 'Pay As You Go' services, explaining product benefits and eligibility
- Managed customer accounts by creating, deleting, verifying, and recertifying as needed
- Provided detailed information on tech support services and help desk assistance
- Collaborated with various departments to resolve customer issues and ensure smooth service delivery
- Generated daily reports using ERP and Excel to track performance and meet quality parameters
Senior Business Development Executive
VINSYS IT SERVICES (I) PVT Ltd
Pune
10.2008 - 04.2011
- Conducted in-depth internet research to identify potential companies through various internet portals and employment sites
- Developed and implemented new marketing strategies within the existing system
- Managed customer interactions through emails, phone calls, and in-person meetings, collecting feedback and addressing queries
- Sold ITSM, PMP, and Six Sigma training programs to both corporate clients and individuals
- Organized workshops in key locations such as Pune, Mumbai, Bengaluru, Delhi, and Hyderabad
- Customized products and courses based on customer requirements, focusing on high-income professionals and corporate clients, including developing and presenting corporate presentations
- Increased foot traffic in branches by offering tailored courses to meet client needs and resolving customer concerns
- Followed up with business leads, generating sales through both skilled and non-skilled personnel to meet targets
- Prepared proposals, promotional materials, and supported seminars and symposiums to drive sales
- Maintained effective communication with clients and associates to ensure smooth operations and satisfaction
- Created awareness about Vinsys IT Services as a brand
- Significant revenue generated
- New markets mapped for high income group professionals
Internet Research Marketing Executive
InfoWorld Consultancy Pvt. Ltd
Pune
08.2007 - 10.2008
- Internet Research
- Select Companies from different Internet Portals and yellowpeges.com
- Customer interaction through E-Mails & Phone Calls
- Direct customer interaction & taking feedback
- Act on customer grievances
- Requirement Analysis and pass information to development team
Marketing Executive
India mart Intermesh Ltd
Pune
01.2007 - 08.2007
- Customer service
- Achieving sales target
- Sales of Our Company's BHP, Web Site Internet Space
- Customer interaction through E-Mails & Phone Calls
- Co-ordination and co-operation among the team
Education
MBA - IT & Marketing
Indira Institute of Management Studies
Pune01.2007
B.Com - Foreign Trade
Vinoba Bhave University
Hazaribagh01.2004
H.S.C -
CBSE Board
01.2000
S. S. C -
Bihar School Examination Board
01.1998
Skills
- Floor supervision
- Complaint handling
- Database research
- Excellent problem-solving skills
- Employee monitoring
- Call auditing
- Escalation management
- Exceptional communication
- SOP writing
- Call center operations
- CRM software usage
- Escalation handling
- Client relationship building
- Conflict management
- Feedback collection
- Call control
- Documentation and reporting
- Performance improvement
- True problem-solver
- Staff training
- Quality assurance
- Exceptional organizational skills
- Data entry
- Well-organized
Personal Information
- Date of Birth: 04/08/83
- Marital Status: Single
References
Available on request.
Extracurricular Activities
Completed Digital Marketing Training program from Delhi School Of Internet Marketing. Attended Training for ITIL(R) V3 Foundation. Attended Training of 'Successful Selling' Blended Learning Program. Won Allocation (Hindi) Competitions in school for Swami Vivekananda Society. School People Leader for St. Anthony Church & School, Dhanbad.
Educational Professional Development
- MBA (IT & Marketing), 2007, Indira Institute of Management Studies, Pune, 75%
- B.Com (Foreign Trade), 2004, Vinoba Bhave University, Hazaribagh, 76%
- H.S.C, 2000, CBSE Board, 64%
- S.S.C, 1998, Bihar School Examination Board, 63%
Profiles Strengths
- Astute and results driven professional with 12 plus years experience.
- Dynamic and proactive.
- Assiduous Management Professional with the ability to integrate IT & Marketing skills with overall operating strategy.
- Excellent communication and inter-personal skills with talent for problem solving through reasoned thought processes, as attested by client loyalty and employer satisfaction.
Affiliations
- Star performer on every quarter.
- Appreciated by direct client for my best perform
Accomplishments
- Best Employee award for quality assurance.
- Great mind for process improvement ideation.
Languages
English
First Language
Hindi
Advanced (C1)
C1
Bangla
Beginner
A1
Marathi
Beginner
A1
Timeline
Assistant Manager
Wipro HR Shared Services
01.2023 - Current
Senior Customer Care Executive
barclays shared services
07.2014 - 09.2015
Senior Customer Care Executive
Convergys India Services Pvt. Ltd
06.2011 - 07.2014
Senior Business Development Executive
VINSYS IT SERVICES (I) PVT Ltd
10.2008 - 04.2011
Internet Research Marketing Executive
InfoWorld Consultancy Pvt. Ltd
08.2007 - 10.2008
Marketing Executive
India mart Intermesh Ltd
01.2007 - 08.2007
MBA - IT & Marketing
Indira Institute of Management Studies
B.Com - Foreign Trade
Vinoba Bhave University
H.S.C -
CBSE Board
S. S. C -
Bihar School Examination Board
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