Gaurav Gupta


Work History

Work History
Jul 2011 - Jul 2015

Coordinator command centre

Convergys india pvt ltd
  • Attend weekly/daily meetings with intraday and operations teams to review previous and current weeks actual-to-forecast performance and staffing and forecast expectations for remainder of the week and following week.
  • Maintain employee information databases.
  • Amend & maintain schedules at MU level.
  • Manage approval and denial of discretionary activities, such as vacations, trainings, meetings.
  • Work with operations teams to manage intraday staffing levels.
  • Monitor real time adherence and take actions based on the triggers.
  • Monitor real time ACD reports and take action based on the triggers.
  • Create performance report for the site and send the management.
  • Manage the Key performance indicator of the site.
  • Performs other related duties as directed by supervisor.
  • Creating tickets and STKs for any Software ID reset or requesting a new one.
  • Attending the Sit man Calls and handling Downtime on Site Level.
Jul 2010 - Jul 2011

Technical support officer

IBM global services pvt ltd
  • Assisting customers to get online.
  • creating trouble ticket to repair the connection and to replace the modem.
  • Assisting customers to setup the modem and router.
  • Assisting customers to complete the registration.


Jul 2008 - Sep 2011

Bachelor of commerce

School of open learning ( Delhi University)
May 2006 - May 2008

Senior secondary examination

St. Joseph's Convent High School




  • adapting successfully to changing situations & environments
  • Keeping calm in the face of difficulties
  • Planning ahead, but having alternative options in case things go wrong
  • Thinking quickly to respond to sudden changes in circumstances
  • Persisting in the face of unexpected difficulties
  • Anticipating & responding positively to changing environments
  • Ability to adapt to change positively in response to changing circumstances
  • Taking on new challenges at short notice.
  • Dealing with changing priorities/workloads

Computing skills

  • Basic concepts of information technology
  • Using computer and managing files.
  • Word processing (Microsoft Word)
  • Spreadsheets (Microsoft Excel)
  • Presentation (Microsoft Power point)
  • Information and communication (Email and internet)