Gautam Chandran

1A-203
Powai Sarovar Apartments, Rambagh, Powai
Mumbai-400076
Mobile: 09867379307
Email: gautamchandran@hotmail.com
Seeking assignments in Operations Management, Client Relationship Management
with a reputed organization in Service Sector.
Professional Snapshot:
A result oriented professional with over 7 years of experience in Customer
Relationship Management, Operations and Training & Development.
Currently associated with A Reputed Company as Insurance Executive/Complaint
Investigator
Star performer with the distinction of receiving various awards for excellent
performances.
A keen communicator with proven abilities in generating customer loyalty levels.
Expertise in designing & implementing training programs for bringing keen
customer focus, high energy level and team spirit in the employees.
Career Highlights:
Since Dec03 with A Reputed Company as Insurance Executive & Complaints
Investigator, Mumbai.
Key Responsibilities Handled:
Operations/Quality Management:
Ensuring a high-quality customer experience, elevating customer satisfaction,
while adhering to the SLAs and work processes.
Setting out quality standards and ensuring adherence to the same.
Developing Process Parameters, Quality Evaluation & Grading System and testing
techniques for call evaluation and managing documentation of the same.
Designing modifications for overall improvement in quality and service
standards.
Investigating & analyzing customer complaints, thereby developing plans for
improving customer experience
Client Servicing & Quality Assurance:
Supervising customer service operations for rendering and achieving quality
services; providing first line customer support by answering queries & resolving
their issues
Overseeing customer call management and ensuring that call issues are cleared
within limited time frame.
Ensuring maximum customer satisfaction by closely interacting with potential
clients & understand their requirements and customizing the product and services
accordingly.
Training and Development:
Developing need based training modules for developing multi skilled work force.
Arranging refresher Training for teams (client feedback, live monitoring).
Determining training needs of employees in terms of process and soft skills and
conducting suitable training programmes to enhance their operational efficiency
leading to increased productivity.
Team Management:

Identifying and implementing strategies for building team effectiveness by

promoting a spirit of cooperation between team members.
Planning targets, monitoring numbers and achievement of overall targets on a
daily, weekly & monthly basis in adherence to the pre-set standards.
Creating and sustaining an environment that fosters development opportunities
and motivating the employees for enhancing the existing performance levels.
Significant Contributions:
Recognized by top management for achieving outstanding scores on KPIs and
bagged Star of the Month award in Jan06 for PRU life and pensions process
Actively involved in providing floor support for insurance associates and
successfully handling escalated calls
Played a key role in successfully conducting training programs for insurance
associates on the death claim process in pension servicing. Also structured a
new training plan which would help in reducing the time taken for the same by
one third.
Developed and implemented a forum to help team members improve performance by
taking charge of individual responsibilities at the team level.
Previous Assignments:
Aug02 to Jan03 at Oberoi Group of Hotels as Guest Service Management Executive
at the Oberoi Centre for Learning & Development, New Delhi.
Oct99 to Jul02 at Oberoi Group of Hotels (The Trident) as Front Office
Assistant
Programmes Attended:
With the Oberoi Hotels between Aug02 to Jan03
Project Selected as an internal candidate for the prestigious management program
Titled Guest Service Management Program at Oberoi Centre for Learning &
Development, New Delhi.
Scope: Attended classroom theoretical management inputs & were assigned projects
at the various Oberoi hotels
Educational Credentials:
Diploma in Hotel Management from Indian Institute of Hotel Management-Taj Group
of Hotels, Aurangabad, 1995-1998
Date of Birth: 20th May, 1978