Gauri Yadav

• Led a team handling customer queries via email, ensuring timely and accurate resolution.
• Monitored key KPIs like FRT, AHT, CSAT, and Quality scores to drive performance.
• Delegated cases, tracked workloads, and ensured SLA adherence.
• Managed escalations, provided RCA, and ensured client satisfaction.
• Conducted huddles, trainings, and quality audits to enhance team efficiency.
• Collaborated with QA, MIS, and Training teams for performance improvement.

• Led a team of 20+ members, recognized with the 'Inspiring Leader' award for driving exceptional team performance and engagement.
• Conducted daily call audits and case scrubbing to prevent escalations and ensure alignment with quality standards, enhancing overall service delivery.
• Facilitated regular client account reviews, analyzing performance metrics, identifying improvement areas, and strategizing for future growth, exceeding client expectations consistently.
• Delivered frequent team briefings and huddles, fostering collaboration across teams and keeping a strong focus on key performance indicators (CSAT, NPS).
• Collaborated with the MIS team to create daily performance trackers and reports, ensuring transparency and actionable insights for the team.
• Managed customer escalations via calls and emails, resolving queries efficiently while maintaining a customer-centric approach.
• Coordinated weekly meetings with internal and external stakeholders, ensuring smooth communication and process alignment.
• Led operational round interviews and conducted training sessions, driving the team’s compliance with Service Level Agreements (SLA) and maintaining Turnaround Time (TAT).
• Mentored and motivated team members, assigning SMEs for real-time floor support and providing regular feedback on individual productivity.
• Assisted with new hire onboarding and training, enhancing team capabilities and integration into the process.
• Handled service level management and implemented roster changes as required to maintain optimal team performance.
• Prepared Root Cause Analysis (RCA) reports for escalated cases (social media, MD, GRD), delivering accurate findings to stakeholders.
• Analyzed market trends to identify growth opportunities within key accounts, expanding product offerings and improving service portfolio.

• Created and facilitated huddle sessions to equip staff with fundamental skills and knowledge essential for operational success.
• Conducted BQ and remedial training for new team members in thenesting phase, ensuring they grasp key concepts and practices.
• Implemented floor interventions for BQ teams to enhance performance and address real-time challenges.
• Established and maintained effective communication with clients and team members, actively understanding needs, resolving issues, and exceeding expectations.
• Equipped newly hired employees with the necessary skill sets to achieve production goals from their first month post-nesting, collaborating with the quality and training departments to identify and bridge skill gaps.
• Managed and resolved escalation calls, ensuring customer satisfaction and timely issue resolution.
• Oversaw compliance with Service Level Agreements (SLA), maintaining operational efficiency and performance standards.

• Conducted in-depth financial analysis and data research to identify market trends, providing actionable insights.
• Collaborated with cross-functional teams to develop and enhance financial products, ensuring alignment with client needs and market demands.
• Engaged with clients to assess their financial objectives, delivering tailored product recommendations that optimized and enhanced portfolio performance.
• Analyzed customer data and feedback to identify opportunities for product improvements, resulting in increased customer satisfaction and retention.
• Prepared detailed reports and presentations summarizing findings, trends, and recommendations, facilitating effective communication with stakeholders.
• Stayed current with industry regulations and financial trends, ensuring compliance and providing clients with up-to-date information and best practices.
• Utilized advanced analytical tools and methodologies to assess financial performance metrics, supporting data-driven decision-making within the organization.
• Established and maintained strong relationships with clients, leveraging effective communication skills to build trust and foster long-term partnerships.

Analyzed financial data derived from multiple reporting systems to develop recommendations for operational and performance improvements

Managed and responded to all correspondence and inquiries from customers and vendor

Reviewed account data and activity to devise financial estimation reports and adjustments

Managed and handled effectively escalations raised by the clients

Monitoring and reporting team performance as needed