Devendra Gurav

• Strategic Oversight: Lead operations for Engineering Design, Information Services, and
Internet Business across multiple global support teams.

• Operational Scale: Managed a team of 80 Sales Support Representatives (SSRs) and 6
Team Leads supporting North American order management.
• Performance Strategy: Led annual goal setting and development planning cycles for
the global team.

• Sales Optimization: Enhanced execution capabilities in General Trade and Emerging
Channels, improving Sell-in (GREEN) and Sell-out (RED) scores.

• Operations Leadership: Managed daily tele-sales operations and target achievement
for dispersed zonal teams.

• High-Value Management: Led the Case Management team for Telstra NBN, handling
escalations and stakeholder communication.

• Engaged with customers across various social media platforms, including Facebook, Twitter, LinkedIn, and blogs, to enhance brand visibility and customer satisfaction.
• Developed and implemented effective communication strategies to foster positive relationships and gather valuable feedback.
• Analyzed customer interactions to identify trends and improve service delivery, contributing to enhanced operational efficiency.
• Collaborated with cross-functional teams to align social media efforts with overall business objectives, driving customer engagement and loyalty.
• Utilized data-driven insights to optimize content and increase audience reach, resulting in improved brand awareness and customer retention.
• Championed a customer-centric approach, ensuring that customer needs and preferences were prioritized in all interactions.

• Demonstrated integrity and a strong commitment to enhancing customer satisfaction through effective engagement.
• Fostered connections and interactions with customers across various social platforms, including Facebook, Twitter, LinkedIn, and blogs, to enhance brand visibility and customer loyalty.
• Proactively identified and implemented process improvements, leading to increased operational efficiency and customer satisfaction.
• Compiled and analyzed customer service survey data using advanced MS Excel skills, generating insightful reports that informed strategic decision-making.
• Leveraged data-driven insights to optimize customer service processes and enhance overall service delivery.