Mayuri Gupta
Process Expert
Noida
Summary
An ambitious, dynamic and result oriented professional with around 8 years of extensive experience in Operations, Customer care management & Technical support, B2B, Quality, Training, Customer relationship management (CRM), installation order logging. Exposure to Global work culture like EMEAI countries. Excel in analyzing, damages/causes, handling escalations and negotiating. Strong problem solving & organizational abilities with a flexible & detail-oriented attitude. Successfully partnered with onshore partners to deliver best in class productivity and accuracy. Effectively dealing team members to manage volume, handling customer’s escalations & queries, providing trainings. Possess business acumen with a track record of meeting and exceeding SLAs, establishing strong links with all departments to ensure delivery, understanding processes, streamlining workflow and suggesting modes of value addition. Committed to identifying and implementing continuous improvements in Operations for all lines of businesses
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Professional with strong background in customer relations, adept at resolving complex issues and enhancing client satisfaction. Skilled in communication, problem-solving, and time management, ensuring seamless service delivery. Collaborative team player, adaptable to changing requirements, consistently driving results and fostering positive work environment.
Overview
9
9
years of professional experience
2
2
Languages
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.
- Oversee full Order-to-Cash lifecycle for new product purchases—managing order capture, fulfilment, invoicing, and payment collection, while optimizing cash flow and streamlining operations.
- Coordinate aftermarket service operations, including trade-order processing, installation scheduling, and cross-functional collaboration to ensure seamless customer delivery and minimize delays.
- 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 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.
- Streamlined processes for increased productivity through the use of automation tools.
- Developed process documentation to maintain standardization and knowledge sharing among team members.
- Trained team members on new processes to ensure seamless adoption and maintain operational excellence.
- Conducted root cause analysis to identify issues and develop corrective actions for process optimization.
- Collaborated with cross-functional teams to ensure consistent process execution.
- Communicated effectively with stakeholders to align expectations, gather requirements, and provide updates on project progress.
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 devices, resolving software and hardware compatibility challenges.
- 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.
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
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
Bachelor of Science - Computer Science
Maharishi Markandeshwer University
Ambala 04.2001 -
No Degree - Science
L.L.SD Inter School
Aligarh 04.2001 -
No Degree - Science
T.R Girls Inter School
Aligarh, India 04.2001 -
Skills
Inbox optimization
Order management
Logging of installation requests
Conducting team training sessions
Stakeholder collaboration
Certified in Lean methodologies
Experience with SAP ECC and CRM
Professional communication skills
Escalation management
Effective knowledge sharing
Process improvement expertise
Quality management
Operational efficiency management
Career Related Skills
- Mailbox management
- Order acceptance
- Installation Orders Logging
- Training for the team
- Stakeholder connects
- Lean Certified
- SAP ECC/SAP CRM
- Business Communication
- Escalation-Investigation & Documentations
- Project Coordination
- Collaboration
- Order Management
- After market Services
- Order to Cash
Achievements Highlights
- Quarterly Ace, Gems, Extra Miler & Budding Star Award - 5 quarterly star awards 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 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.
Personal Interests
- Reading
- Travelling
- Cooking
Personal Traits
- Positive attitude
- Adaptable
- Flexible
- Open for new learnings
Personal Information
- Date of Birth: 29th October 1993
- Nationality: Indian
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
Bachelor of Science - Computer Science
Maharishi Markandeshwer University
04.2001 -
No Degree - Science
L.L.SD Inter School
04.2001 -
No Degree - Science
T.R Girls Inter School
04.2001 -