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
4
4
Languages
1
1
Certification
20
20
years of professional experience
Work History
ASSISTANT MANAGER/Customer Care Client Specialist
Wipro HR Shared Services
09.2015 - Current
- Process & Team Improvement: Drove continuous improvement initiatives across India, North America, and Canada, enhancing colleague performance and service delivery.
- Client Collaboration: Represented Customer Care in client discussions, led quarterly stewardship reviews, and conducted monthly calibrations to align expectations.
- Customer Satisfaction Analysis: Evaluated DSATs, escalation metrics, and repeat caller trends to identify gaps, training needs, and improvement opportunities; shared insights with clients and managers.
- Escalation & Real-Time Support: Managed mailbox escalations, performed root cause analysis, recommended corrective actions, and provided real-time support to agents via team chats.
- Operational Excellence: Monitored SLAs, staffing, and daily performance; prepared weekly and monthly client review meetings; coordinated cross-functional teams to reduce turnaround times.
- Reporting & Knowledge Management: Consolidated analytical reports for executive summaries, updated SharePoint/Knowledge Central, and maintained knowledge repositories for ongoing projects.
- Training & Development: Updated SOPs, workflows, and HR training content; identified training requirements and supported cross-training initiatives.
- Transformation Projects: Executed service-enhancement projects, created action plans, and implemented process/tool improvements to meet contractual performance guarantees.
- Client Engagement: Maintained daily client calls for collaboration, project updates, and proactive communication on ongoing initiatives.
SENIOR CUSTOMER CARE EXECUTIVE
Barclays shared services
Noida
07.2014 - 09.2015
- Customer Complaint Resolution: Handled escalated issues promptly, improving satisfaction scores.
- Process Improvement: Identified gaps through data analysis, DSATs, and feedback; implemented corrective actions.
- Reporting & Metrics: Prepared detailed KPI reports (response times, resolution rates) for management review.
- Customer Engagement: Maintained CRM records, conducted surveys, and recommended product/service enhancements.
- Team Collaboration: Led meetings, shared performance insights, and supported staff development.
- Operational Efficiency: Managed multiple projects under tight deadlines; assisted in new software rollouts.
- Service Excellence: Delivered accurate product information, processed orders efficiently, and boosted customer satisfaction.
SENIOR CUSTOMER CARE EXECUTIVE
Convergys India Services Pvt. Ltd
Gurgaon
06.2011 - 07.2014
- Customer Support: Handled inbound calls, resolved queries, and ensured timely, accurate solutions.
- Service Enrolment: Assisted customers with 'Pay As You Go' services, explaining benefits and eligibility.
- Account Management: Created, verified, and maintained customer accounts.
- Technical Assistance: Provided detailed information on tech support and help desk services.
- Cross-Department Collaboration: Coordinated with teams to resolve issues and deliver smooth service.
- Reporting & Analysis: Generated daily performance reports using ERP and Excel.
- Customer Engagement: Gathered feedback to improve services and enhance satisfaction.
SENIOR BUSINESS DEVELOPMENT EXECUTIVE
VINSYS IT SERVICES (I) PVT Ltd
Pune
10.2008 - 04.2011
- Business Development: Researched potential companies via portals and employment sites; generated leads and followed up to drive sales.
- Sales & Marketing: Sold ITSM, PMP, and Six Sigma training programs to corporate clients and individuals; developed and implemented marketing strategies.
- Client Engagement: Managed customer interactions through email, calls, and meetings; customized courses and presentations to meet client needs.
- Workshops & Events: Organized training workshops across major cities (Pune, Mumbai, Bengaluru, Delhi, Hyderabad).
- Operational Support: Prepared proposals, promotional materials, and supported seminars/symposiums to increase branch foot traffic and meet targets.
- Reporting & Feedback: Collected customer feedback, addressed queries, and tracked performance metrics to improve service delivery.
INTERNET RESEARCH MARKETING EXECUTIVE
InfoWorld Consultancy Pvt. Ltd
Pune
08.2007 - 10.2008
- Internet Research: Identified potential companies via portals and YellowPages.
- Customer Interaction: Managed queries through email, phone, and direct meetings; collected feedback and addressed grievances.
- Requirement Analysis: Analysed client needs and communicated requirements to the development team.
MARKETING EXECUTIVE
India mart Intermesh Ltd
Pune
01.2007 - 08.2007
- Customer Service: Delivered responsive support and resolved client queries effectively.
- Sales Achievement: Consistently met and exceeded sales targets.
- Product Sales: Promoted and sold company offerings including BHP and website internet space.
- Client Interaction: Managed customer communications via email and phone, ensuring satisfaction.
- Team Collaboration: Coordinated with colleagues to maintain smooth operations and achieve shared goals
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 centre 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
Certification
- Digital Marketing Training program, Delhi School Of Internet Marketing
- ITIL(R) V3 Foundation
- 'Successful Selling' Blended Learning Program
Languages
English
Hindi
Bangla
Marathi
Custom Section
Astute and results driven professional with 15 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., Star performer on every quarter., Appreciated by direct client for my best perform, Best Employee award for quality assurance., Great mind for process improvement ideation.
Websites, Portfolios and Profiles
- https://www.linkedin.com/in/sunil-kumar-gaurav-3b6280b/
Interests
- 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.
References
Available on request
Timeline
ASSISTANT MANAGER/Customer Care Client Specialist
Wipro HR Shared Services
09.2015 - 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