Harish Gupta Email & Phone Number

Gurgaon, India

Responsibilities as Team Lead in the Product Development domain at iYogi included the following:• Managing a distinguished team of Product specialists, developers and designers.• Spearheading PoC (Proof of concept) efforts for innovative IoT related products.• Involvement in all stages of the SDLC from conceptualization to end of life. • Participating in crucial technical and strategic product related decision meetings and discussions.• Initiating conceptualization discussions for new product requirements presented by the Business/Clients.• Creating an effective Business case based on the requirements and convincing stakeholders to invest resources in the project.• Documenting Software requirement specifications including detailed Functional requirements.• Market research and analysis to study latest market trends and competitor products.

Gurgaon, India

My responsibilities as the head of the conceptualization team for DSC was:• Spearheading market study for IoT enablement platforms and IoT enabled devices.• Suggesting the approach we need to follow to build a robust and easily marketable device enablement platform.• Created intuitive user stories and detailed wireframes to explain the required feature set.• Introduced the concept of UI based rule engine and explained it with detailed wireframes.• Facilitating conceptualization discussions with stakeholders.• Gathering stakeholder inputs and incorporating them in the requirements.• Charting on-boarding strategy for IoT enabled device companies (like smartrhomes.com).• Currently supervising the Sprints as one of the product owner as some enhancements are being implemented in the product.

Gurgaon, India

• Lead, coach and mentor a team of Escalation Engineers which is responsible to resolve all the complexe and unresolved technical issues, escalated by Level 2 technicians.• Being an integral part of the Technical Team providing High Quality Service to the iYogi Customers and achieving the targets set by the iYogi Management to maximize the revenue generation.• Provide technical know-how, support, mentoring & coaching to Escalation Engineers on technology, business & other project specific aspects whenever required.• Provide project specific performance feedback to my team members.• Interpersonal skills, Counseling/ motivating team and addressing their concerns.• Co-ordinate with the Quality team to ensure all feedback provided to Agents are strictly implemented and followed.• To prepare schedule for tracking of the tasks. Conduct regular/periodic team meetings to provide project specific plan and status update.• Conduct Internal Job Posting for selection Escalation Engineer.

Gurgaon, India

• Handling L2 escalation Call,• Apart from the Broadband Escalation calls also handling the TV and the Telephone escalation calls,• Taking the Supervisory calls on Escalation Calls,• Helping first line agents in rapping up the call,• Managing the breaks of the team with the help of WFM,• Managing week-offs for the team• Driving the team in maintaing the AHT (Average Handling Time).• Driving the team in bettering the Quality Scores by providing counseling and Quality sessions with the help of the Team Leader• Updating the team with the Process Updates.

Gurgaon, India

• Successfully handled B2C and maintained high standards of quality and service.• Doing the Verifications of the sales made by the team.• Enhancing business through "Out Sourcing" and taking Supervisory calls.• Sending daily floor plan to the client, and making daily reports.

Gurgaon

• Enhancing business through "Out Sourcing".• Dialing in B2C for US based process (like PBC, FBC & RNR etc.)

• Looking after Corporate and Tele sales.• Teaching & Training of the new staff.• Solving the queries of the Telesales Executives, Corporate Sales Executives & The Clients.• Fixing appointments in Firms for corporate Executives.

Gurgaon

• Enhancing business through "Out Sourcing".• Dialing in B2C for US based process like PMP.

New Delhi Area, India

• Responsible for commercial launch of Company's Product.• Looking after the quality of the product manufactured by the company.• Responsible for appointing dealers networks in Delhi, Agra, Ludhiana, Chandigarh, Panipat, Meerut and Mumbai.• Procuring & processing orders of dealers.• Increased distribution channel of sub-dealer under one distributor.• Maintain of statistical records, receipts/dispatches.• Maintain the relation’s "dealer with distributors"​ & "distributor with company.• Co-ordination & organization of periodical meeting with sale staff.

B.Sc. (Gen), 1997

Intermediate, Intermediate

Matriculation, Matriculation