Gaurav Sandil

About Gaurav Sandil

Over 16+ years of varied and diverse experience across multiple portfolios and domains. Excellent coaching and mentoring skills. Able to motivate and establish good working relationships at all levels of organization. Excellent technical, analytical, planning and organizational skills. Adaptable and flexible to learn new technologies. Email: g••••••••@gmail.com Phone : 09•••••••49

Experience

1. Operations Team Lead

   Tech Mahindra

   Jul 2018 — Present · Chandigarh, IN

   Leading a team of 20+ FTE’s.· Handling the world’s biggest network services provier” AT & T” for North American and worldwide markets.· Handling the voice technical support of AT & T in Techmahindra since August’19.· Consistently maintaining the call center operations by monitoring system performance, identifying and resolving problems, preparing and completing action plans.· Closely working with the stakeholders on con-calls everyday for streamlining the operational functions.· Determining call center operation strategies by conducting needs assessments, performance revews, capacity planning, defining customer requirements.· Capacity planning and scheduling FTE’S on a weekly basis to mitigate the forecast and SLA provide by AT & T.· Establishing technical specifications, productivity, quality and customer service standards.· Spearheading the deliveries as per defined SLA’s & KPI’s, optimizing the operational and process efficiencies and driving the process improvements and enhancements in the team.· Reporting to Directors- Operations and handling team of 20-25 FTE’S.· Responsible for taking care of the shrinkage/attrition, conflict management and creating zero noise process.· Desiganted a pivotal role in identifying opportunity areas; successfully led and managed the team associated with strategic planning and executions.· Playing a key role in ensuring 100% client servicing through effective follow up.

Education

• Punjab Technical University

  Bachelor’s Degree

  2000 — 2004