GAURAV MISHRA

Mobile No.: +91-860*******

E-Mail: adrpcy@r.postjobfree.com

Address: 529d/0116, Ring road, Khurram nagar, Lucknow, Pin-226022 Good interpersonal, Highly motivated and enthusiastic and capable of working on own initiative. A Good Team Player who enjoys a Challenging, fast-paced work Environment. OBJECTIVE

Diplomatic individual with strong leadership and decision making skills. Looking to work in a Quality and Management capacity to oversee the planning and Organization of company resources.

Highly Motivated to Join a Progressive Organization which offers enhanced opportunity for career growth and development.

To secure a challenging Position in an estimate Organization, where I can use my current skill to activate organization with my goals.

Proficient and forward-thinking professional well versed in conducting forecasts and surveys to identify the requirements of a product market. Currently looking to meet company needs in the quality and management capacity.

To work in a challenging atmosphere by exhibiting my skills with utmost sincerity and dedicated smart work for the growth of your esteemed organization along with mine. CORE SKILLS

● Strategic Planning

● Problem Solving

● Product Management & Improvement

● Time Management

● Decision Making

● Team Building

● MS Excel & Spreadsheets

● Quality check

EXPERIENCE

Jan’22–till now Clear Tax Customer Support Manager- Key Roles & Responsibilities:

Email and call support to our clients.

Working proactively to resolve clients issues and to bridge the gap between the client and the concerned department.

Helping clients and solving queries related to investment in Mutual funds, filing of ITR and GST.

Handling Social media escalations i.e Playstore, Twitter, etc.

Drive operational excellence in the areas of on-boarding, adoption, usage, and churn reduction.

Handling of customers’ business and program objectives.

Develop a deep understanding of the Clear t ax product. Sep’19–Oct’21 WAPCOS Limited (Operations)-Senior Associate Key Roles & Responsibilities:

Email and call support to our clients.

SaaS, products, Upselling/Cross selling of the product, Product management, Working on product development.

Making of Progress report, Monthly and Quarterly reports, Monitor team’s production and SLA delivery and submission of reports.

To supervise the team to work on Assigned cases & monitoring of work progress.

Maintaining of TAT, Recommending and ideas to automate the process.

Ensure Quality metrics & Service level standards are met with SaaS.

Handling Clients Escalations, Customer follow ups. Marketing of product and building good business relationships.

Regular updation of MIS and Maintaining CRM work.

Work with quality to identify, recommend and implement process improvement projects. March’18 – Aug’19 S.S Traders Quality Assurance- Customer Support Key Roles & Responsibilities:

Monitoring, resolving issues of clients in all aspects specifically in Investments and Staffing.

International support to our clients with SAAS.

Resolving issues of customers and convincing strategy for our new product.

Regular maintenance of payments made from different modes on excel and uploading the same on portal.

Monitor customers interactions and providing timely feedback.

Quality audits on weekly basis.

Chat and email support to our clients.

Regular follow up with international clients.

March’17 – March’18 I-energizer Customer Service Executive Key Roles & Responsibilities:

Chat and email support for international clients.

Billing work & payments processing.

Investigation of Hacked or suspicious accounts.

Upselling/CrossSelling of Product.

Suggestions on product development for better customer satisfaction.

Working on Product development.

Verification of Refund, Payment failed cases with channel partners.

Testing of glitch.

Regular coordination with higher management.

PROJECTS

Customer support Specialist

Product development

Billing work

Fraud accounts

Operations work

SCHOLASTICS

2016 B.tech (Civil Engineering) from BN College of Engineering & Technology (UPTU), Lucknow.

2011 12th from Career Convent College (Lucknow) – Grade: - A

2009 10th from S.T Fidelis College, (Lucknow, UP) – Grade: - A CERTIFICATIONS

Autocad

Stadd Pro

TRAINING

Civil Training

Title: 45 days Training at C.M Residence (Civil dept), Lucknow. Description: A period in which I learned and experienced basic civil works and the technical and financial skills needed for building construction, roads, highways, etc. An exposure of sites and working under highly qualified engineers was an amazing experience

TECHNICAL SKILLS

MS Office – PowerPoint, Excel, Word and Internet Application.

Auto Cad

Stadd Pro

Basic Computer Hardware and Trouble Shooting Knowledge. EXTRA CURRICULAR ACTIVITIES

2nd Position in Technical Presentation of Total Station, 2015.

3rd Position in Tug of War Winner (3rd Nov’2019, Wapcos Limited)

Cricket League Winners (20th Dec’2019, Wapcos Limited) PERSONAL SNIPPETS

Date of Birth : 20th April, 1992

Languages Known : English and Hindi

Hobbies : Travelling & Exploring, Cycling.

Location Sign

Lucknow (Gaurav Mishra)

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