Summary
Overview
Work History
Education
Skills
Certification
Cricket , Martial Arts and Singing
Work Availability
Quote
Timeline
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Vibhu Gaur

Vibhu Gaur

Lead Professional
New Delhi

Summary

Multifaceted Lead Professional with proven customer service expertise, strong attention to detail and superior work ethic. Proficient in supporting customer service teams by addressing escalated issues and assisting with troubleshooting. Talented trainer and mentor with performance-oriented mindset. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Overview

8
8
years of professional experience
5
5
years of post-secondary education
6
6
Certifications

Work History

Lead Customer Service Representative

American Express
Gurugram
04.2018 - 04.2022
  • Worked with multiple Line of Business within American Express.
  • Contributed largely towards evolution of Plan It (Pilot) , unique feature launched by American Express to avoid paying high interest on large purchases.
  • Worked as Technical Support Specialist providing support to Client-users on Website managing over 100 customer calls daily .
  • Resolved concerns with products or services to help with retention and drive sales.
  • Engaged clients over phone to answer questions and address complaints.
  • Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
  • Planned schedules and workflows based on expected customer demands.
  • Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback
  • Met customer call guidelines for service levels, handle time and productivity

Senior Process Associate

Tata Consultancy Services
Gurugram
03.2017 - 04.2018
  • Part of Account Receivables Team for (ABB) tracking down inventory, Items required , payments and interacting and managing almost 30 Clients daily .
  • Met month-end reporting objectives and deadlines in Accounts Receivables.
  • Performed quality assurance checks on transactions and account actions to assess compliance with state and federal regulations reducing error rate by 6% in team.
  • Collaborated with team to define business requirements for organizational processes and adhere to accuracy standards.
  • Met month-end reporting objectives and deadlines.
  • Prioritized initiatives to increase success rates of strategic projects.

Process Advisor

Barclays
Noida
07.2013 - 04.2016
  • Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes in customer services .
  • Member of High Risk Process Lost and Stolen, maintaining and conducting verification on phone and at Branch.
  • Performed quality assurance checks on transactions and account actions to assess compliance with state and federal regulations.
  • Identified and resolved process issues to drive optimal workflow and business growth.
  • Monitored and reported on process performance to verify compliance with established standards.

Education

Bachelor of Commerce - Commerce

Swami Vivekanand Subharti University
Meerut
06.2018 - 06.2021

Higher Secondary Education (CBSE) -

Shiv Vani Model Ser Sec School
Dwarka
05.2009 - 06.2010

High School Diploma -

Shiv Vani Model Ser Sec School
Dwarka
05.2008 - 06.2009

Skills

Complaint resolution

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Certification

Lean Six Sigma Green Belt

Cricket , Martial Arts and Singing

Playing Club Cricket since 2013 . 

Trained in Martial Arts. 

Love to ride Bikes . 

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Timeline

Completed 35hrs of PDU for PMP from SimpliLearn

02-2023

Completed Certification in Introduction to Project Management

02-2023

Completed PMP Exam only and PMP Training (Certified)

02-2023

PMP (Basics) Certification from SimpliLearn

01-2023

Lean Six Sigma Green Belt

09-2022

ECIL Certified ( Excellence in Continuous Improvement Leadership) from Benchmark.

09-2022

Bachelor of Commerce - Commerce

Swami Vivekanand Subharti University
06.2018 - 06.2021

Lead Customer Service Representative

American Express
04.2018 - 04.2022

Senior Process Associate

Tata Consultancy Services
03.2017 - 04.2018

Process Advisor

Barclays
07.2013 - 04.2016

Higher Secondary Education (CBSE) -

Shiv Vani Model Ser Sec School
05.2009 - 06.2010

High School Diploma -

Shiv Vani Model Ser Sec School
05.2008 - 06.2009

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Vibhu GaurLead Professional