Mayuri Gupta
Noida
Summary
Dynamic and results-oriented professional with over 8.5 years of extensive experience in operations, order management. quality management and SAP ECC/C4C/CRM. Proven expertise in analyzing issues, managing escalations, and negotiating solutions while fostering strong relationships with onshore partners to enhance productivity and accuracy. Demonstrated ability to lead teams in managing workload, addressing customer escalations and queries, and providing comprehensive training. Committed to driving continuous improvements in operations by streamlining workflows, understanding processes, and establishing strong interdepartmental connections to consistently meet and exceed service level agreements (SLAs).
Overview
9
9
years of professional experience
Work History
Process Expert
Agilent Technologies
04.2020 - Current
- Along with regular processing activities training & mentoring new hires.
- Manage KPIs, SLAs, process TAT. Establish & manage process hygiene activities like Control Reports.
- First Level escalation point of contact for EMEAI Region.
- Lead and guide the team throughout the year to maintain the quality and efficiency.
- Involved in cross functional team knowledge to reduce the team dependency.
- Identify and implement process simplification ideas from customer’s perspective using Lean six – sigma approach.
- Build & maintain good relations with Stakeholders by calling them & taking their regular feedback.
- Involve with higher management for transition of different processes in ATI.
- Support the management in upcoming projects and effective implementation of strategies.
- Created SharePoint for team database and responsible for administering this.
- Project Experience
- Worked on simplification of Spain Customer care mailbox and North Region Customer care mailboxes.
- Delivered 2000+ hours of savings through Lean & Kaizen projects in the process.
- Introduced Paathshaala program for continuous improvement to cross trained individuals across Team in phase 1 and now in phase 2 to conduct it across GCFS.
- Total 205 number of employees are being cross trained in this GCFS level initiative.
- Collaborating with different functions to standardize the process.
Business Analyst
Accenture Pvt. Ltd.
09.2018 - 01.2020
- Provided exceptional support for Google Play users, addressing app downloads, payments, and account management issues.
- Expert in troubleshooting Android and iOS devices, resolving software and hardware compatibility challenges.
- Acted as a liaison between users and app developers, enhancing communication and conflict resolution.
- Managed high volumes of customer inquiries via email, chat, and phone, ensuring timely and accurate responses.
- Assisted customers with technical issues related to Google hardware products, diagnosing problems and guiding through repair/replacement processes.
- Gathered and analyzed customer feedback, prepared reports, and implemented surveys to enhance support services and customer satisfaction.
Tech Support executive
IN Solutions Pvt. Ltd.
07.2017 - 08.2018
- Provided expert QuickBooks support, addressing software functionality, account management, and technical issues.
- Acted as a dedicated point of contact, resolving customer complaints promptly and enhancing satisfaction.
- Conducted product training, maintained detailed records, and collaborated with team members to improve customer support efficiency.
Education
B.Tech -
Maharishi Markandeshwer University Ambala
12th - undefined
L.L.SD inter school
01.2010
10th - undefined
T.R Girls Inter school
01.2008
Skills
- Mailbox management
- Order acceptance
- Installation Orders Logging
- Training for the team as SME
- Stakeholder connects
- Lean Certified
- SAP ECC/SAP CRM
- Business Communication
- Escalation-Investigation & Documentations
- Project Coordination
- Collaboration
- MS Office (Word, PPT & Excel), Outlook, & Internet – Proficient
- ERP SAP/CRM - End User/Working Knowledge
- Quart Tool – for installation order purpose
Achievements / Highlights
“Quarterly Ace, Gems, Extra Miler & Budding Star Award” - 5 quarterly star award received for outstanding performance during entire quarter., “Project Awards & Certifications- Received 3 great going awards for exemplary performance & outstanding contributions through Lean & Kaizen implementation., Attended training sessions: Attended Agilent Life trainings and got cross trained within GCFS., Appointed as the SPOC for EMEAI region for any internal team activities in GCFS., Active member of Learning & Development team in GCFS., Submitted Idea in Agilent Innovates 2023 and got recognition.
Timeline
Process Expert
Agilent Technologies
04.2020 - Current
Business Analyst
Accenture Pvt. Ltd.
09.2018 - 01.2020
Tech Support executive
IN Solutions Pvt. Ltd.
07.2017 - 08.2018
12th - undefined
L.L.SD inter school
10th - undefined
T.R Girls Inter school
B.Tech -
Maharishi Markandeshwer University Ambala