Shalu Gupta

Aspiring to contribute to an organization that offers opportunities for continuous learning and professional growth. I seek to work in a challenging and dynamic environment where I can apply my technical and analytical skills to their fullest potential, while adding value to the organization and advancing my career.

Team Lead – Background Verification (BGV) Operations - KMPG - Pune, India

(2018-03)

• Led and managed a team of 15, ensuring high productivity and performance standards
• Oversaw end-to-end BGV operations, ensuring seamless execution and daily delivery targets
• Ensured adherence to SLAs, quality benchmarks, and timely case closures across all processes
• Handled client communication, and resolved escalations efficiently
• Maintained strict compliance with processes, data accuracy, and confidentiality standards
• Trained, mentored, and developed team members to improve performance and reduce errors
• Identified process gaps and implemented improvements to enhance efficiency and client satisfaction

Sr. Mailing process Executive - Tech Mahindra - Pune, India

(2015-10 - 2018-03)

• Handling Priority Cases (Defined as per Client and Scenario wise)
• Responsible for emails monitoring on tool (Siebel Crystal CRM)
• Handling queries and support for requests
• Resolution on emails and calls
• Handling escalated cases and taking follow up for providing resolution
• Responsible for handling calls (on call support)
• On Floor Support

Bachelors of commerce - B.COM - Ahmednagar College (2015-04)

Higher Secondary School Certificate - Ahmednagar College (2012-04)

Secondary School Certificate - Sacred Heart Convent High School (2010-04)