Gaurav Chopra Email and Phone Number

An exceptional team player who is proactive, efficient, methodical and has strong interpersonal and people management skills. Gaurav is a creative problem solver and team player who thrive in a collaborative and dynamic environment and he is able to provide innovative, customer focused ideas to Key Customers by understanding their brands, platforms and strategies. He is confident, tactful, possesses a persuasive manner along with great business sense and has the ability to work to budgets. Having successfully advanced his career with a large global organization.

• Supervise the safe use of the system by the various operators, with respect of the procedures of your company and per the accounting rules and principles.• Edit and Print frequently the appropriate management reports while checking and inspecting the results; the reports programmed on a daily, weekly or monthly basis and distributed the concerned departments• To submit on regular basis a set of reports to the management and head of departments (Weekly, Monthly, Quarterly…); while checking and auditing the results.• Finally: Make sure adequate backups are done properly and regularly require a monthly backup from the branches data to be stored in the head office server for financial consolidation purposes and part of the end of month reports that need to be audited and controlled.• Looking after the team of 9 education counselors, responsible for their performance.• Taking training for floor and field persons for Online, offline test series and Tablet (Digital course).

• Handling Team of new ATL’s (Asst Team Leader) and also team of 15 – 20 CSA’s.• Take care of the Team’s Productivity & Quality.• Take the One on One session with Team at the end of the week and give the weekly feedback on Performance.• Call Monitoring and CRM Errors auditing of the Agent.• Responsible for handling Breaks and RTA.

Quality Specialist Feb 2007 – Sep 2008• Monitoring the Calls and giving the feedback.• Responsible for performance of 90 CCE.• Generating the Reports on Daily/Weekly/monthly basis related to Process.• Taking regular Shift Briefing/Debriefing for the regarding new updates.• Giving training of Quality Parameter Sheet to new CSA’s.• Reviews with clients (External) / Internal Reviews.• Calibration with Operation and Client.• Taking Certifications of new CCEs.• Also Took 4 Training batches For the UP WEST Process. Customer Care Executive Feb 2006 – Jan 2007• Outbound calls in AIRTEL process.• Responsible to close the tickets for AIRTEL Postpaid customers