Gaurav Singh

Call Center Training & Quality Manager | 5+ years

• Led 330+ employees, developed & implemented training programs.
• Ensured quality standards, conducted audits, & implemented corrective actions.
• Conducted performance reviews & provided feedback.
• Led training team, provided mentorship, & collaborated with stakeholders.
• Created agent training manuals & scripts.
• Improved quality metrics, training throughput & customer satisfaction.
• Supervised operations to meet performance, quality, & service expectations.

Team Lead | 18+ team members

• Managed schedules & resource allocation.
• Monitored performance, implemented quality improvements, & resolved issues.
• Assessed performance, provided feedback, identified training needs, & coached team members.
• Created positive & supportive work environment.

Call Center Agent & QA Analyst

• Handled 80+ customer inquiries daily, resolving 92% successfully.
• Promoted to QA, auditing interactions to ensure quality & compliance.
• Identified inefficiencies & implemented improvements.
• Ensured consistent customer interactions.

• Ad Campaign Services for their Contact Center Operations
• Handled 80+ customer calls/chat/email per day and resolved customer queries with a 92% satisfaction rate

• Top-performing Credit Card Sales Rep: Exceeded sales targets by 100%, closed 60+ accounts/month, tailored recommendations, resolved customer issues, participated in training, & stayed up-to-date on industry trends.