Gaurav Gupta

  • House no: 44 B, 1st floor savitri nagar, New Delhi- 110017.

8586969900

Objectives

Aspire to join a career- profession, where opportunities are open to meet the challenges with Profession growth in the line with the organization objective. 

Work History

Work History
Jul 2011 - Jul 2015

Coordinator command center

Convergys India Pvt Ltd
  • Joined as a TechSupport Officer for US Inbound technical support.
  • On paper Coordinator command center w.e.f June 2014
  • Host weekly/daily meetings with intraday, Program management 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.

SOPs and Documents Created

  • Created SOPs for AT&T Bogota spanish, US Bank, Anthem Medicare.
  • Created absenteeism and AHT file for AT&T spanish and Anthem Medicare.

Education

Education
Jun 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

Tools used by the Analysts in Command center.

Skills

RTA TOOLS:

  • IEX
  • CMS AVAYA
  • Aspect RTA Tool
  • WFM NOW

Chatrooms:

  • Q- Link Messenger
  • Quick Connect

Microsoft Tools:

  • MS Excel
  • MS Word
  • MS Outlook/Outlook Express/Windows Mail
  • MS Windows XP/Vista/7/8.

Interest

  • Listening Music.
  • Hang out withFriends.

REFERENCES

  • References available upon request