Gourav Sarkar Email & Phone Number

Durgapur, West Bengal, India

Indore, Madhya Pradesh, India

▶ Provided continuous support to team members, promptly addressing their concerns or inquiries to ensure their focus on assigned tasks.▶ Efficiently coordinated resources to meet Key Performance Indicators (KPIs) and attain desired outcomes.▶ Conducted regular performance reviews, evaluating team members' progress against predefined objectives, and offering commendation for accomplishments while identifying areas necessitating further development. ▶ Established transparent performance standards, delivered consistent feedback, and executed performance assessments to uphold accountability and foster professional growth among team members.▶ Developed and deployed performance management protocols to monitor individual and team achievements, pinpoint training requisites, and acknowledge exceptional contributions.

Jaipur, Rajasthan, India

▶ Directed a team of 15-32 members, overseeing daily activities, including client deliverables, rosters, and Business Quotient (BQ) management, while ensuring adherence to deadlines and quality standards.▶ Managed performance evaluations and provided DSAT feedback, facilitating continuous improvement in team performance and client satisfaction.▶ Mapped clients' requirements and coordinated with stakeholders to ensure alignment and successful project execution.▶ Implemented processes in line with established guidelines to enhance operational efficiency and maximize customer satisfaction.▶ Administered service operations, providing first-line customer support, resolving queries and issues within minimum Turnaround Time (TAT) and with high accuracy.▶ Enforced quality standards across operational areas, driving a high-quality customer experience while meeting SLAs and work processes.▶ Identified improvement opportunities, justified projects, negotiated resources, and led project teams to successful execution.▶ Monitored breaches and complaints, ensuring compliance with deadlines, procedures, and service agreements.▶ Conducted employee care and exit discussions, fostering a supportive work environment and managing transitions effectively.▶ Facilitated coordination between workforce management, quality assurance, IT, payroll, and administrative departments for seamless daily operations.▶ Spearheaded the setup of a work-at-home (WAHA) model and system configuration on the production floor, enhancing flexibility and efficiency in operations.

Kolkata, West Bengal, India

 Managed Domestic Voice Support for Make My Trip process Managed customer queries and vendor queries in a timely and accurate way via inbound call Identified customers’ requirements like amendments, date change, cancellation of the flight, hotels bookings and helpedthem in correct manner Analysed and gave the services request resolution Managed social media escalations, processed refunds and coached coach BQs Successfully worked on live Ticketing Software Amedeus & Galileo