Param Gujral
Brampton
Summary
Dynamic process management professional with a proven track record at Capital One, excelling in operational excellence and team development. Skilled in data analytics and problem-solving, I drive continuous improvement initiatives that enhance customer experiences and optimize workflows. Recognized for implementing effective training programs that significantly boost team productivity and morale.
Overview
3
3
years of professional experience
1
1
Language
Work History
Associate, Process Management
Capital One
01.2023 - 02.2024
- Streamlined processes to optimize workflow and enhance efficiency.
- Improved team productivity through effective communication and collaboration.
- Managed daily operations, ensuring timely task completion and smooth workflows.
- Provided regular updates to upper management on progress and challenges.
- Conducted performance evaluations, identified improvement areas, and set development goals.
- Provided training, coaching, and mentoring to enhance team performance.
- Worked with stakeholders to implement process improvements and enhance customer experience.
- Developed and performed quality assurance routines and process performance assessments.
- Leveraged customer data and insights to drive operational improvements and better experiences.
- Led process improvement initiatives to drive efficiencies and improve customer outcomes.
- Applied leadership skills to support product launches, technology changes, and continuous improvement.
- Utilized tools like Lean, Six Sigma, and data visualization (e.g., SQL, Tableau) to improve processes.
- Managed issue resolution and maintained up-to-date documentation for compliance.
- Proactively identified and mitigated risks using quality management tools.
- Prepared reports and analyzed data for insights
Customer Operations Supervisor
Concentrix
03.2021 - 09.2022
- Implemented employee recognition programs, boosting morale and retention.
- Evaluated and recommended tech solutions to improve customer service.
- Designed processes to meet business goals and drive improvement.
- Managed customer service team, ensuring high-quality support.
- Assisted in planning and executing operational strategies.
- Managed staff performance to meet targets.
- Supported training and development initiatives.
- Facilitated communication across teams and departments.
- Collaborated to address operational bottlenecks.
- Implemented strategies to improve quality and service delivery.
- Analyzed performance metrics, including sales and productivity.
- Assisted with forecasting and budgeting.
- Resolved escalated customer issues.
- Addressed daily operational challenges.
- Helped manage and monitor the budget for cost-efficiency.
- Worked with cross-functional teams for smooth operations.
Education
Bachelor of Business Administration And Management - Business
Humber College
Toronto, ON 05.2001 -
Skills
Operational excellence
Business analysis
Workflow management
Data analytics
Timeline
Associate, Process Management
Capital One
01.2023 - 02.2024
Customer Operations Supervisor
Concentrix
03.2021 - 09.2022
Bachelor of Business Administration And Management - Business
Humber College
05.2001 -
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