Vikas Gupta
Process Specialist
New Delhi
Summary
Professional with robust background in process improvement and optimization, ready to drive efficiency and effectiveness in operations. Strong analytical skills, adept at identifying bottlenecks and implementing solutions. Skilled in team collaboration, adaptable to changing needs, and focused on delivering measurable results. Known for reliability and strategic approach to achieving organizational goals.
Overview
10
10
years of professional experience
Work History
Senior HR Coordinator
Wipro (Client : Google)
06.2022 - Current
- Worked as a HR Coordinator for Google employees for their queries related to Visa & Verifications letters on different tools such as Workday and Pops connect.
- Achieved targets by handling queries promptly, and sharing comprehensive product knowledge.
- Identified and implemented appropriate strategies to increase employee satisfaction and trust.
- Reduced process gaps while supervising employees to achieve optimal productivity.
- Delivered exceptional employee support, improving satisfaction, and reducing query resolution time.
- Recognized a number of times for consistently delivering accurate and timely visa verifications support.
- Provided reliable support to Google employees, resulting in a high employee satisfaction score.
- Collaborated with management to revise and update SOPs, ensuring alignment with process knowledge and closing operational gaps.
- During the transition to Accenture, supported the training team in handing over process knowledge to the Accenture team.
- Conducted audits of live cases for the Accenture team, helping maintain process integrity and smooth functioning.
Technical Support Executive
Tech Mahindra
07.2018 - 12.2021
- Worked as a Service Manager for US based client AT&T on several tools such as UD, SNOW, WMT and OTIS.
- Communicated effectively with technical support teams to resolve escalated issues swiftly and efficiently.
- Utilized root cause analysis to diagnose and troubleshoot commonly reoccurring issues.
- Provided real-time support to the team members on how to deal with the customer's query on their issues.
- Assisted team leads and Manager on creating day to day reports on team's performance and SLA.
- Ensured daily customer service stayed helpful and efficient by closely monitoring operations and flagging areas for improvement.
Customer Service Representative
Hinduja Global Solutions
07.2016 - 11.2017
- Addressed customer service enquiries quickly and accurately. Handled Inbound calls for Airtel titanium process.
- Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention.
- Delivered outstanding customer service for India based retail company in inbound and outbound call center.
Education
Bachelor of Engineering - Mechanical Engineering
Sunderdeep Engineering college
Ghaziabad01.2015
Intermediate science - undefined
Govt boys senior secondary school
New Delhi, DL01.2010
Skills
Problem-Solving & Critical Thinking
Time Management & Multitasking
Transition & Change Management Support
Workflow Optimization & Process Improvement
Task Prioritization
Effective communication
Accomplishments
- Recognized by the client with numerous CSAT certificates for outstanding efficiency and service quality.
- Recognized with awards for successfully meeting performance targets and adhering to SLA commitments.
- Earned the Stellar Award twice in 2024 for working effectively and helping the team members.
- Volunteered to provide customer service support and training to all Accenture team during the transition in 2025.
Timeline
Senior HR Coordinator
Wipro (Client : Google)
06.2022 - Current
Technical Support Executive
Tech Mahindra
07.2018 - 12.2021
Customer Service Representative
Hinduja Global Solutions
07.2016 - 11.2017
Intermediate science - undefined
Govt boys senior secondary school
Bachelor of Engineering - Mechanical Engineering
Sunderdeep Engineering college