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Gaurav
Assistant Manager
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Professional profile
Experiencia
Assistant Manager
Led service delivery team, ensuring KPI adherence & compliance.. Analyzing metrics to identify gaps; implementing action plans to stabilize the performance.. Implementing strategies to reduce shrinkage and attrition.. Ensuring service and operational quality through audits and performance reviews with team leaders.
Assistant Manager
Led service delivery team, ensured KPI adherence & compliance.. Drove cross-functional improvement initiatives in both product and process.. Analyzed metrics to identify gaps; implemented action plans to stabilize performance.. Implemented strategies to reduce shrinkage and attrition.. Ensured service and operational quality through audits and performance reviews.
Team Leader
Managed a high-volume team of 45, delivered productivity and service excellence.. Strategized to reduce shrinkage and attrition significantly.. Strengthened SLA results through proactive monitoring & coaching.. Coordinated process optimizations across aligned departments.
Team Leader
Led a team focusing on quality enhancement & turnaround.. Enabled systematic upskilling & capability building.. Strengthened service reliability through periodic audits and root-cause action.
Assistant Manager – Service Delivery
Oversaw manpower planning, rostering & capability ramp initiatives.. Partnered with the training team to drive refresher and improvement programs.. Strengthened customer service delivery by refining operational workflows.
Back Office Manager
Led a team of 11 RSPMs & 350+ RSPs across North region.. Managed sales performance tracking & productivity plans.. Trained the distributors on company portal to upload the sales.
Assistant Manager – Service Delivery
Managed a team of 12 TLs & 10 Trainers for frontline service operations.. Incentive & productivity planning, efficiency uplift, client calibrations.. Reduced attrition while improving login efficiency and productivity.
Assistant Manager – Service Delivery
Reduced 7 days repeat issues from 45% to 33% (exceeding target threshold).. Achieved an 80% drop in wrong service requests & incorrect data capture via SOP improvements.. Led client calibrations and team capability-building initiatives.
Floor In-Charge
Directed a 35-members team, ensuring KPI achievements.. Improved productivity through coaching and structured monitoring.