Gaurav Marwah

MIS Analyst: Generate Agent Daily Performance Report, Daily Collection Report, Call Media (Aspect) Management (Unified IP), Data View for Daily Call Report, Business Usage Monitor to manage call queues and prepare agent call reports. Macro in Excel about cleaning raw data before uploading it to SQL data base. Saves nearly 110 hours of monthly administrative work by recommending new CRM software and technical updates to existing systems. Actively participate in the Copper database (Convert the entire current system into a SQL database). SME: Worked as SME in ISP Process. Responsible for taking calls escalated by the agents on the floor. Managing call queue for my team and preparing daily performance report.

Provide strategic advice and recommendations to management in developing, implementing, and improving new or changed operating practices and processes. Processes designed, implemented, and monitored to drive long-term business success and increase profits by 10%. Oversaw day to day business operations on operations floor by fastening deep professional relationships with wholesale contacts and customers. Developed and cultivated profitable relationships with new and existing clients through effective communication and exemplary communication skills. Monitor and inspire team members with strong team management skills that align with the company's value system. Achieved 95% customer satisfaction rating.

Lead, motivate and support a large team in an urgent and demanding environment, including establishing and implementing career development plans for all direct reports and problem solving subject. Manage timely data collection to update performance metrics to meet productivity goals, reduce unit costs, eliminate errors, and deliver outstanding customer service. Collaborate with cross-functional support teams to improve proprietary tools and systems, and work closely with legal and security departments to ensure operations stay compliant. Coordinate with customers to maintain good and healthy relationships in a professional manner as required and manage customer requests and resolve inquiries in accordance with terms and conditions set forth by the organization. Responsible for the full recruitment cycle, including screening CV’s and interviewing candidates. Led and delivered change initiatives, such as process improvement projects, across the organization.

Monitor and evaluate business policies and operating practices, including continually reviewing and improving applicable policies, internal controls, operating standards and procedures. Monitor reports and track organizational performance indicators. Develop and use forward-looking predictive models and performance-based financial analysis to provide insights into the Fund's operations and business plans. Reports were made to the contractor to identify areas for improvement resulting in a 7% increase in performance. Advise key senior management on inventory planning, budgeting, target priorities and policy issues. Serve as the board's liaison to management and the audit committee; effectively communicate and present important operational issues at selected Board and Committee meetings. Led and directed all aspects of the day-to-day operation of the business, including sales, marketing, operations, human resources, and information technology.

Plan and control inventory and conveniently remap inventory allocation as needed. High-level monitoring of efficient allocation, sales, document cycles. Create a coaching strategy for the customer support team, leading to new business performances. Control and guide for teamwork and good coordination between sales force and operations team. Board Resolutions - Authority to sign MOUs, BBAs, and all other client documents and emergency approvals affecting client relations. Implementing process changes that have led to an increase of customer satisfaction by 2% and a reduction of support costs by 10%.

Observe and evaluate daily operations of the management department and coordinate with teams from 7 departments to increase efficiency. Coordinate with management to ensure smooth work processes and operations. Organize a group meeting before the start of the shift with the team leader and the manager after the end of the shift to update the operation.