Udit Gautam
Gurgaon
Summary
People-oriented team leader successful in monitoring performance, delegating work and motivating members. Versed in managing daily direction and team communication. Collaborative and resourceful professional dedicated to identifying needs to develop and deliver creative solutions.
Overview
6
6
years of professional experience
Work History
Team Lead Operations
Concentrix Daksh Services India Pvt. Ltd.
10.2023 - Current
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Sr. Subject Matter Expert
Concentrix Daksh Services India Pvt. Ltd.
10.2022 - 09.2023
- Successfully reduced process errors by 95% through targeted knowledge sessions and RCA-based improvements.
- Led floor support during peak workload periods, ensuring SLA adherence, and zero escalations.
- Trained 50+ associates, improving process accuracy, and reducing dependency on senior staff.
- Recognized with Best SME for the month and quarter for exceptional subject knowledge and team support.
- Implemented a streamlined knowledge repository, reducing query resolution time by 98%
Senior Technical Advisor
Concentrix Daksh Services India Pvt. Ltd.
06.2021 - 10.2022
- Performed systems testing on hardware setup and software programmes to detect inefficiencies and vulnerabilities.
- Reviewed KPIs throughout IT department and implemented improvements for underperforming areas.
- Assisted users with network access and technical troubleshooting to reduce downtime.
- Supporting Customers with Software related issues specifically with iPhone, iPad and Mac's.
- Advised on software and hardware usability and accessibility.
Senior Customer Service Executive
Kochar Infotech Pvt. Ltd.
01.2020 - 06.2021
- Motivated and mentored high-performing service teams to consistently provide excellent customer care.
- Monitored issue resolution timeframes, seeking continual improvements to avoid further customer complaints.
- Managed high-volume customer calls, providing efficient service to continually meet timeframe targets.
- Collaborated effectively with customers to ascertain future requirements, adapting services accordingly to retain loyalty.
Customer Service Executive
Globiva Services India Pvt. Ltd.
07.2019 - 12.2019
- Assisted customers with product-related questions, feedback and complaints.
- Addressed customer service enquires quickly and accurately.
- Maximised customer satisfaction by resolving service issues promptly.
- Performed well at quality assurance evaluations by continuously actioning performance feedback to drive personal improvement.
Education
Bachelor of Science - Computer Science
Jiwaji University
Gwalior, MPintermediate - Science
LBS Sr. Sec. English Medium School
Chittaurgarh, RJHigh School - All
LBS Sr. Sec. English Medium School
Chittaurgarh, RJSkills
- Team leadership
- Performance management
- Technical troubleshooting
- Process improvement
- Data analysis
- Coaching and mentoring
- Conflict resolution
- Employee engagement
- People management
Hobbies and Interests
Travelling
Reading
Binge Watching
Languages
- Hindi
- English
Declaration
I do hereby declare the authenticity of all the information in my resume. I hereby insist that all information furnished is correct to the best of my belief. I sincerely proclaim that all the facts in my resume are accurate, and I am responsible for their accuracy.
Timeline
Team Lead Operations
Concentrix Daksh Services India Pvt. Ltd.
10.2023 - Current
Sr. Subject Matter Expert
Concentrix Daksh Services India Pvt. Ltd.
10.2022 - 09.2023
Senior Technical Advisor
Concentrix Daksh Services India Pvt. Ltd.
06.2021 - 10.2022
Senior Customer Service Executive
Kochar Infotech Pvt. Ltd.
01.2020 - 06.2021
Customer Service Executive
Globiva Services India Pvt. Ltd.
07.2019 - 12.2019
Bachelor of Science - Computer Science
Jiwaji University
intermediate - Science
LBS Sr. Sec. English Medium School
High School - All
LBS Sr. Sec. English Medium School