Gaurav Mehta

• Managed SLAs to ensure profitable outcomes. - Oversaw call
flow operations, maintaining top service delivery percentages. -
Mentored newjoiners to enhance team performance. -
Contributed to talent acquisition efforts as part of the
interviewing team. - Acted as an individual contributor for the
development team while contributing to Profit & Loss
management.

• Coordinated technical training sessions for Front Line
Associates (FLAs) to boost customer handling. - Ensured team
achievement of client-level KRAs. - Conducted refresher training
for FLAs to guarantee smooth transitions. - Managed outlier
teams to ensure adherence to key performance indicators. -
Collaborated with team members to optimize overall
productivity.