Gautam Gupta Email & Phone Number

Chennai, Tamil Nadu, India

• Five9 and Salesforce CTI Integration• Implemented IVR Routing for LiveVox System.• Implemented IVR Routing for Katabat CRM System.• Integration with AppDesk (Inhouse CRM) with IVR • Successfully handling VoApps Collection (Voicemail Drop)• Successfully setup and implemented IVR Based SMS routing from OneReach system.

India

Free Lancing.

Noida Area, India

Five9 Dialer ManagementEmail Performance ReportingMarket AnalysisBusiness ReportingWorking on Performance Summary Report for the sales team.Agent Incentives summary report.Investor ReportingComparison Report and Top 5 Callers of day Reports.Sales Report and Expense Reports.Graphical Representation of Monthly and Quarterly Analysis.Analyzing the progress of the organization by helping to set new goal.Data RejuvenationDay-to-day management and upkeep of records and accountsList creation for campaignsConversion of legacy or otherwise unusable data into marketing listsData cleansing, de-duplication, and standardizationCRM data cleansing for applications such as Salesforce.comManage Users/Agent, Skills and List for Inbound and Outbound Both Process.Ticket Raising and solving issues.Manage Campaign and Dispositions.Created Inbound and Outbound Campaign.Business Leads Using Internet, Online tools, Web Analytics for high level lead generation.Updating the Leads into Database.Evenly distribution of those Leads into Marketing and Sales Process.Agent Performance summary report on Daily, Weekly and Monthly Basis.Sales Report and Incentive Reports.Graphical Representation of Annually and Quarterly Analysis for the Leaders.Cloud Based ComputingWorking and Maintaining Salesforce.com (Cloud based CRM Tool) to ensure all the data is available on move.Updating and modifying the data insuring all information are available on go.Day-to-day management and upkeep of databases

Gurgaon, India

Software Development:Highly appraised and awarded tool by Client and Hewitt Associate, design and developed by me called: Centrica Knowledge Bank Software, an A.I.O (All In One) Software as it contains all the information, tools, SAP templates, dates, shortcuts, copies, personalized software system, which is used widely by the team for their day to day processing and compilation, improved the process quality and accuracy and reduced the errors. Business Operations DesignSupporting Internal reporting team by preparing, reviewing and consolidating all Accuracy Report, Error Sheets etc.Extracting Report from SAP and MS Access.Worked on doing business forms & applications analysis, validation and consolidation of the financial submissions in coordination with the inputs from the Business Reference along with understanding the needs of employees and acting as a single point contact to provide them various analytical solutions related to their submissionsSupported UK Employee based Forms & Application in validating and preparing the consolidated reports.Content Design – Developed desk instructions, SOP & capability presentations for the customers that will help them in preparing their financial submissions.Maintain and design the database and applications which are used for the S.C GOA Team in the submissions of customers.Process TransitionLearn and Transition the complete Pilot process through conference and developed desk instructions, SOP & capability presentations for the future reference and training.Operations ManagementWorking in Service Centre Team as single point of contact for validation and authorization of forms and applications.