Vikas Gupta
Mumbai
Summary
Dynamic customer service professional dedicated to creating exceptional client experiences through innovative strategies and collaborative teamwork. Proven ability to implement effective methods that enhance customer satisfaction while fostering strong relationships with colleagues across interdisciplinary teams. Committed to continuous improvement and delivering results that align with organizational goals. Eager to leverage a passion for service excellence in a challenging new role.
Overview
15
15
years of professional experience
Work History
Asset Manager
SS&C Fintech Pvt. Ltd.
India
04.2025 - Current
- Managed inventory levels and stock distribution to optimize resource allocation across various management companies.
- Administered account opening procedures and provided comprehensive management services for multiple clients.
- Conducted regular reviews of accounts to guarantee adherence to anti-money laundering (AML) compliance.
- Reviewed contract reports, bid proposals and requirements with senior management for accuracy and processing.
- Mentored junior analysts, fostering skill development and ensuring adherence to best practices.
- Led cross-functional teams to enhance risk management protocols and compliance standards.
Learners' Experience Expert
upGrad Education Pvt. Ltd.
India
03.2024 - 01.2025
- Delivered comprehensive support to enhance student experiences at various universities.
- Conducted troubleshooting of learning platform issues, facilitating uninterrupted access to educational resources.
- Engaged with learners through chat and email to address inquiries and support their learning needs.
- Collaborated with cross-functional teams to design impactful learning pathways for diverse audiences.
- Led workshops and seminars, fostering knowledge sharing among faculty and staff.
- Worked with internal matrix partners to triage issues and submit work requests.
Senior Customer Care Executive
Randstad India Pvt. Ltd.
India
03.2020 - 01.2024
- Managed customer support operations for Execulink Telecom, addressing concerns and providing solutions efficiently.
- Conducted troubleshooting procedures for internet issues, enhancing overall network performance.
- Provided detailed solutions to customer billing issues, focusing on clarity and efficiency.
- Implemented training programs for new representatives, improving service quality and efficiency.
- Analyzed customer feedback to identify trends, driving strategic improvements in service delivery.
- Coordinated escalated issues with management, ensuring timely resolutions aligned with company policies.
Voice & Accent Trainer
Sodlan Tech Pvt. Ltd.
Mumbai, India
07.2017 - 02.2020
- Organized comprehensive orientation programs detailing company policies and team introductions.
- Facilitated cultural understanding of the United States, resulting in improved team collaboration. Delivered insights on time zone differences, enhancing communication strategies. Promoted awareness of cultural diversity, leading to more effective teamwork.
- Implemented strategies to assist new employees in overcoming mother tongue influence, promoting effective communication skills.
- Developed and delivered customized voice training programs for diverse client groups.
- Conducted workshops to educate teams on effective communication strategies and techniques.
- Collaborated with fellow trainers, sharing best practices and refining training approaches.
Customer Care Executive
Barclays
Mumbai, India
07.2013 - 06.2017
- Guided customers through online banking processes to ensure efficient account management.
- Managed the process of sending bank statements to ensure accurate and prompt customer access.
- Clarified credit limit and overdraft terms to assist clients in making informed financial decisions.
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Managed complex customer accounts, ensuring accuracy and compliance with company policies.
- Responded to customer requests for products, services, and company information.
Tier1 Tech Support
Teleperformance
New Delhi, India
02.2011 - 05.2013
- Delivered effective remote support to customers, addressing technical challenges and fostering positive interactions.
- Analyzed and addressed user-reported technical challenges related to multiple Adobe products.
- Evaluated performance metrics to consistently achieve client SLAs and optimize service efficiency.
- Led Adobe software utilization for project execution.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
Education
High School Diploma -
C.B.S.E.
Delhi, India04.2004
Senior Secondary -
NIOS
Delhi, India02.2010
Bachelor of Arts -
S.G.V.U. University
Jaipur, Rajasthan, India03.2026
Skills
- Advocacy for NGO education initiatives
- Proficient in Hindi and English
- Skilled in utilizing multiple CRM platforms
- Problem-solving
- Teamwork
- Qualitative analysis
Interests
Play badminton and table tennis, Play games on computer
Awards and Activities
1st prize for English essay writing competition at zonal level, 1st prize National science Olympiad at school level
Additional abilities
- Well versed with computer and its various application (software and hardware)
- Worked on Freshdesk, Oracle, AWD (Automated Work Distributor), Microsoft Office, Google Suite etc.
Strengths
Candid, Diligent and Ambitious
Declaration
I hereby, declare that the above mentioned information is best and true to my knowledge. Date: Place: (VIKAS GUPTA)
Timeline
Asset Manager
SS&C Fintech Pvt. Ltd.
04.2025 - Current
Learners' Experience Expert
upGrad Education Pvt. Ltd.
03.2024 - 01.2025
Senior Customer Care Executive
Randstad India Pvt. Ltd.
03.2020 - 01.2024
Voice & Accent Trainer
Sodlan Tech Pvt. Ltd.
07.2017 - 02.2020
Customer Care Executive
Barclays
07.2013 - 06.2017
Tier1 Tech Support
Teleperformance
02.2011 - 05.2013
High School Diploma -
C.B.S.E.
Senior Secondary -
NIOS
Bachelor of Arts -
S.G.V.U. University