Chat Customer care executive

VIBHOR GUPTA Mobile: 097******** Email: ******.*********@*****.***

Seeking assignments in Operations/ Process Management with a growth-oriented organization

Snapshot

6.5 years of experience in spearheading Operations, Processes and managing Client Relationships.

Previously associated with Genpact, Delhi as Senior Process Associate.

Experience in maximizing team performance-identifying, developing and using strengths of team members, as well as locating, detecting and resolving problems and weaknesses of each team individual.

Skilled in managing operations, meet SLA’s, and working on outcome based revenue projects.

Leveraged business acumen, management experience, change management skills and domain expertise skills to provide strategic and tactical support to service delivery operations.

Possesses strong problem solving, troubleshooting skills and the ability to exercise sound judgment.

Provide support and maintenance to existing management information system (MIS).

Core competencies:

-Operations Management -SLA Management -Data Management

-Team Management & Supervision -Training and Development -Monitoring & Guidance

-Quality -Insurance Operations -Client Servicing

Employment Profile

June 2021 – Aug 2021 British Telecom, Gurgaon as Business Service Support Advisor

April 2008 – Nov 2013 Genpact, Delhi as Senior Process Associate

Process Details:

Client All State Insurance

Duration Apr 2008 – Nov 2013

Role Senior Process Associate – Team Member

Environment Windows XP

Tools Nexgen

Responsibilities:

Handled the insurance claims from “All State Insurance” company.

Provided the claim information to Insured.

Key Deliverables:

Maintaining and improving operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses.

Accomplishing organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Preparing performance reports by collecting, analyzing, and summarizing data and trends.

Accountable for data mining of the call volume to understand the daily/ weekly/ monthly trend.

Ensuring that the team meets the SLA requirement specified in terms of TAT & quality.

Setting targets for the entire team, individual team members and conducting periodic performance appraisal to facilitate performance management.

Reviewing quality reports and ensuring that there is proper feedback/ counseling to the team members.

Determining operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/ benefit analyses.

Retaining the existing knowledge within an organization.

2006 – 2007 Max New York Life Insurance, Meerut as Agent and Advisor

Responsibilities:

Identified prospects and conducted need analysis.

Provided customized solutions for long term financial protection and wealth creation.

Delivered the policy and provided after sales service and build references for future sales.

Education

2004 M.Com. from C.C.S University, Meerut

2001 B.Com. from C.C.S University, Meerut

1998 H.S.C from C.B.S.E Board

1996 S.S.C from C.B.S.E Board

Trainings

2005 Diploma in Information Technology (Information Technology) from Aptech Institute, Meerut City

2005 PGDBA from Annamalai University, Tamil Nadu

Accomplishments

Achieved “Certificate of Appreciation” for qualifying the prestigious AP AWARD in Summer GO Council (Max New York Life Insurance).

Received “2 Bronze & 1 Customer Award” for best performance in GENPACT, Delhi.

6 Six Sigma Lean Certification in Genpact, Delhi.

Got “Value Star Award” in Genpact, Delhi.

Personal Details

Date of Birth: 24th March 1981

Present Address: House # 92, Durga Bari, Sadar Bazaar, Meerut Cantt.

Passport Number: H3407285

Acknowledgement: I hereby declare that the information given above is true to my knowledge.

Signature : Vibhor Gupta

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