G A U R A V A N A N D E-Mail: gaurav.anand7@gmail.comPhone: +91 9871577954

Senior Professional: Offering over 12 years of industry experienceTargeting assignments in Client Servicing, Administration & EA

P R O F I L E S U M M A R Y

Expertise in providing value-added client services by resolving customer issues & ensuring their satisfaction with product and service norms

Proficient in managing day-to-day administrative activities in coordination with internal/ external departments for smooth business operations; contributing in the development, implementation, evaluation and modification of administrative policies & procedures to optimize resource & capacity utilization across various functions

Skilled in anticipating and understanding the client's specific needs and offering solutions in the form of service information; consistent record of delivering results in growth, revenue, operational performance, and profitability

Expert in understanding the business requirements in utilization of office space and recommend changes/improvements as per the operational & technical needs and standards for ensuring all the legal & compliances/services like Visa/FRRO renewals on timely basis Liaison with landlords on premises lease, administrative matters and rent negotiations

Gained in-depth exposure in managing internal communications Coordinating with other Mobility Coordinators and ensuring the end-to-end Expatriate Operations globally for

developing new infrastructure with the focus on long term organizational vision while addressing immediate need Consistent performer with strong track record and maintaining work delivery in compliance with agreed SOP Able to interact with stakeholders (at all levels) in a fast paced environment, even under pressure, remaining flexible,

proactive, resourceful and efficient, at the same time maintain high level of professionalism and confidentiality Skilled in independently managing functions of the VP / Top Management’s office including regular updates to the company’s information, making MOM, employee details, image building of the organization and making necessary arrangements for meetings & various corporate events

C O R E C O M P E T E N C I E S

Client Relationship ManagementLiaising & Coordination

Reporting & DocumentationClient Servicing

Risk AssesmentEvent Management

Project ManagementStrategic Administration

Vendor ManagementTravel Management Executive SupportStrategic Overlook

N O T A B L E A C H I E V E M E N T S A C R O S S T H E C A R E E R

Successfully organized & participated in the Annual Client Summit in Dubai 2015 (Transporters of JK Cement) Awarded as Out of the Box Thinking Employee in Amex and Shining Star for the year 2009 & 2010 Trained new joiness as a Nesting Support Officer on Process Knowledge and soft skills to handle grieved customers Responded promptly and solved the queries and requests of clients (like IBM, PWC, Honey Well etc.) to maintain a high

satisfaction rate of 92% average Rated as Outstanding Performer in Productivity, AHT (Average Handling Time) and Upselling in NCSC and Capital One

process in Convergys

O R G A N I S A T I O N A L E X P E R I E N C EApr’13 to Jun’16: J.K. Cement, Delhi – Client Servicing, Administration & EA (Logistics)

Logistics team was the crtical bridge between internal operations (Marketing and Production team) and end client/s . The entire onus of client service delivery was with logistics team as once marketing team generated orders, it was the logistics team who played the critical role towards delivery of services and quality within the agreed timelines.

Client Servicing & Admin

Achieved high level of customer satisfaction by setting high standards of service levels Ensured process adherence as well as constant improvement in service standards Managed SOPs by aligning various stakeholders involved from business(mainly sales and production team) and vendors

to ensure relations are ongoing as well as keeping a check on retention Offered hospitality in client engagements using team-based management style techniques coupled with the zeal to drive

visions into reality Responsible for Expat management by maintaining excellent relationship with consulates and immigration attorney;

making decisions on critical matters and ensuring continuous improvement of shared service operations and global immigration

Worked closely with the departments to achieve a harmonious working environment & greater operational efficiency and facilitated effective communication

Managed customer centric operations and ensuring customer satisfaction by achieving delivery & service quality norms Evaluated the full potential of company’s business, using tools such as marketing, sales, information management and

customer service Delivered contract management by engaging in corporate tie ups and negotiations towards cement warehouses,

transporters and hotels for senior management Contributed in corporate administration policies within the organisation Developed strategies to negotiate best deals with vendors for Senior Management and maintained a professional

relationship with clients Negotiated travel supply arrangements with empanelled agencies and liaised to ensure service levels were maintained Owned and directed corporate MIS through prepration of confidential reports, correspondences, minutes of meeting and

monitored deadlines / follow-ups

EA

Monitored travel arrangements, liaised with hotels regarding accommodation, menus, meeting rooms and other key areas; managed VP’s schedule and updated calendar accordingly

Coordinated internal & external meetings involving Senior VPs, Managers, Executives and others as required and provided necessary follow up

Collected and distributed final agenda & board papers to Board Directors at least one week prior to meeting Administered incoming & outgoing emails, telephone calls & correspondence

May’07 to Mar’13: American Express/ EXL Services, Gurgaon as Senior Analyst

Key Result Areas:Client Servicing Ensured continuous client satisfaction and retention by providing highest level of customer service and immediate

resolution to their concerns Successfully built and maintained client relationships with timely follow-ups and turnaround times Networked with prospective clients and generating business from the existing accounts; built relationships with

established clients to ensure recurring revenue

P R E V I O U S E X P E R I E N C E

Nov’06 to May’07: Astra Business Services, Gurgaon as Quality Analyst

May’04 to Oct’06: Convergys India Services, Gurgaon as Sr. Customer Relation Officer

A C A D E M I C D E T A I L S

Executive MBA in Global Business Management from IIM, Calcutta University B.Com. from Karnataka University, Karnataka

I T S K I L L S

MS Office Applications (Word, Excel, & PowerPoint)

P E R S O N A L D E T A I L S

Date of Birth: 4th September 1981Languages Known: English and HindiAddress: Sector 83, GurgaonLocation Preference: Gurgaon/ Delhi-NCR