Vishal Gupta

Responsible for leading and managing the team to achieve high performance and meet organizational goals. Drive continuous improvement by enhancing team productivity and ensuring effective performance management. Establish, monitor, and analyze KPIs to track progress and implement corrective actions as needed. Maintain strong relationships with stakeholders to align objectives and facilitate seamless collaboration. Utilize strategic planning and communication skills to foster a motivated, results-driven work environment.

Lead and mentor a team of associates in delivering end-to-end technical support services while ensuring 100% SLA compliance. Managed daily operations, schedules, and workflow optimization to meet evolving business requirements. Implemented employee engagement and attrition control strategies, reducing attrition rates significantly. Prepared performance reports, dashboards, and real-time DSAT analysis to enable data-driven leadership decisions. Managed client escalations and conflict resolution, improving customer satisfaction scores. Recognized for consistent KPI delivery and ensuring adherence to ITIL and process compliance standards.

Delivered technical support for Deloitte projects ensuring SLA and KPI compliance. Assisted in ServiceNow workflow queries and analytics, providing solutions to complex operational issues. Maintained strong stakeholder communication to ensure timely resolution of issues.

Conducted T3-certified technical training sessions for new hires, enabling faster onboarding. Consistently ranked among top 10 performers, achieving high customer satisfaction scores. Fast-tracked from agent to Process Trainer within 9 months, demonstrating rapid career progression.