Vandana Gabur
Gurgaon
Summary
Experienced Specialist adept at problem-solving, data analysis, and customer service. Proven track record in managing multiple projects, streamlining operations, and reducing costs. Skilled in learning new technologies quickly and developing innovative solutions. Reliable, organized, and detail-oriented team player with strong organizational skills. Seeking full-time position to utilize interpersonal, time management, and problem-solving skills in a challenging professional environment.
Overview
7
7
years of professional experience
Work History
Resource Optimisation Specialist
Google Operations Center
Gurgaon
06.2022 - Current
- Oversaw and manage the forecasting and planning of resource capacity across internal departments.
- Strategized production workflows to enhance cost-effectiveness per agent.
- Authorized final decisions in TAT management, resource optimization, and alignment.
- Addressed issues proactively to ensure projects stayed on schedule.
- Evaluated project feasibility and determined the need for additional resources.
- Communicated with clients via email and Google Video Conferencing to grasp their requirements.
- Offered product-related assistance and training to the operations team.
- Assisted quality and training teams in establishing process-related SOPs.
- Maintained direct communication with Account Managers through email and Chat to optimize search campaign accounts.
- Collaborated closely with Team Leads and Managers to establish and optimize process workflows.
- Implemented new training programs for staff, leading to higher employee retention rates and better overall performance.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Oversaw daily operations of a busy office environment, ensuring tasks were completed efficiently and accurately.
- Enhanced team productivity by streamlining processes and implementing time-saving strategies.
- Earned recognition as a top performer consistently exceeding targets throughout my tenure as a specialist in the field.
- Developed strong client relationships through consistent communication and attentive service.
- Mentored junior team members, fostering professional growth through guidance on best practices in the industry.
- Interpreted clients' needs and introduced services to fit specific requirements.
- Listened and responded to customer requests and forwarded necessary information to superiors.
- Followed all company policies and procedures to deliver quality work.
- Attended training programs to deepen professional skillset and assisted in training fellow store associates on existing and new training programs.
- Built and managed relationships with key clients and partners to drive growth.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Evaluated customer needs and feedback to drive product and service improvements.
Subject Matter Expert
Cognizant Technology Solutions
Gurgaon
06.2017 - 05.2022
- Creating succinct and intriguing content following editorial guidelines for an expansive array of industries including, technology, real estate, hospitality, law firms, e-commerce and much more.
- Ensuring continuous updation of collateral in line with the brand essence, market demand and client requirements.
- Writing, proofreading and editing high-quality modules for training new recruits.
- Applying company standards to content and leveraging standard tools, processes and methodology.
- Updating and formatting existing training documentation to a more user-friendly format.
- Drafting modules for client (Account Managers) communication to furnish process' guidelines, protocols and updates.
- Creating, designing and editing newsletters, reports and presentations for the management.
- To manage a team of 16-20 members in the absence of my team lead.
- Internally audit the content to maintain the quality of the content created by team members.
- Process/product related floor support to associates.
- Experience in providing on-floor training to new associates.
- Formulated protocols for handling client escalations through effective communication and assurance.
- Created and published team's periodic reports & deep dived for Root Cause Analysis (RCA).
- Optimized subject matter content by conducting extensive research and incorporating industry trends.
- Conducted comprehensive assessments of organizational needs, identifying areas for improvement and implementing targeted solutions.
- Supported the implementation of new systems or tools by providing specialized knowledge on functionalities and potential improvements.
- Provided thought leadership on industry-specific topics, establishing a reputation as an authority within the field.
- Improved workflow efficiency by developing standardized procedures for task management and resource allocation.
- Designed custom curricula tailored to specific client requirements, leading to higher engagement rates during training sessions.
- Collaborated with cross-functional teams to develop innovative solutions, leading to successful project outcomes.
- Mentored junior team members, contributing to their professional growth and development.
- Spearheaded internal training initiatives that led to increased employee proficiency in critical skills.
- Influenced decision-making processes by presenting data-driven insights into key organizational issues.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Evaluated existing resources and developed new strategies to maximize effectiveness in addressing identified gaps.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Evaluated customer needs and feedback to drive product and service improvements.
- Felicitated with Spotlight and Unicorn awards for exceptional quality and productivity.
- Provided support to the quality team. Key responsibilities included case auditing, final implementation, constructive feedback to the writers and BQ management.
Education
Bachelor's in Journalism & Mass Communication -
Jagannath Institute of Management Sciences
10th and 12th under C.B.S.E Board -
Kendriya Vidyalaya Air Force Station Tughlakabad
Skills
- Resource Allocation
- Quality Assurance
- Written Communication
- Adaptability
- Process Improvement
- Team Collaboration
- Time Management
- Interpersonal Skills
- Data Analysis
- Problem-Solving
- Relationship Building
- Effective Communication
- Analytical Thinking
- Decision-Making
- Attention-to-Detail
- Organizational Skills
- Multitasking
Software Skills
- Proficient in MS Office Suite
- Adobe Premiere Pro
- Corel Draw
- Adobe Photoshop
- Sony Vegas Pro
- Audacity
- Edius
Timeline
Resource Optimisation Specialist
Google Operations Center
06.2022 - Current
Subject Matter Expert
Cognizant Technology Solutions
06.2017 - 05.2022
Bachelor's in Journalism & Mass Communication -
Jagannath Institute of Management Sciences
10th and 12th under C.B.S.E Board -
Kendriya Vidyalaya Air Force Station Tughlakabad
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