Gagandeep Bawa

Gagandeep Bawa Nationality: Indian  Phone number: (-  Email address:- Home: A501 Mangesh Heights Danish Kunj Kolar Road, 460242 Bhopal (India) WORK EXPERIENCE Senior project manager M/s NG Associates [ 01/08/2017 – Current ] City: Bhopal | Country: India As a Projects Head of M/s NG Associates, I have been leading and managing various critical aspects of project development and management in the field of water supply, road constructions, drainage, and green space Madhya Pradesh, India. In this dynamic role, I've taken on multiple responsibilities and played a crucial role in ensuring the successful execution of projects. Key Responsibilities: ·Project Development and Management: I have overseen the development and management of projects related to water supply, road constructions, drainage, and green spaces under the AMRUT initiative. This involves the planning, execution, and monitoring of projects to ensure they meet their intended objectives and deliver value to the community. ·Bid Evaluation: I have been responsible for evaluating the technical and financial bids of project tenders published by the Government of Madhya Pradesh. This involves a thorough assessment of bids to select the most suitable contractors and partners for project execution. ·Bid Document Preparation: I have prepared bid documents for water supply and sewerage scheme systems, ensuring that all necessary information and requirements are clearly communicated to potential bidders. ·Design and Supervision: I've played a key role in the design and supervision of water supply systems, water distribution networks, and related infrastructure. This includes overseeing the installation of CPVC pipes and independent overhead tanks. ·Water Supply Network: I have been involved in laying and jointing water supply networks, ensuring efficient and reliable water distribution to the intended areas. ·Infrastructure Supervision: I've overseen the supervision of various infrastructure components, including water distribution networks, stormwater drains, and solid waste management systems, ensuring their proper implementation. ·Partner Collaboration: I've provided guidance to partner organizations and consultants, ensuring their compliance with funder policies. This involves proactive and professional communication to maintain effective partnerships. ·Financial Management: I've managed the financial aspects of the projects, including processing invoices and payments for partners in compliance with established policies. ·Performance Monitoring: I've monitored project performance against contract requirements, taking corrective actions as necessary to ensure project success. ·Budget Management: I've collaborated closely with the Operations team to maintain budget accuracy and minimize variances from planned targets. ·Quality Control: I've been involved in quality control activities, including the sampling of rock and soils for testing in line with norms and guidelines. This ensures the durability and safety of constructed infrastructure. ·Geospatial Mapping: I've contributed to geospatial mapping, using GIS tags in Google to create a visual representation of project locations and features. Customer experience manager Ericsson Omantel [ 24/08/2016 – 30/07/2017 ] City: Muscat | Country: Oman As a Customer Value Management (CVM) Manager at Ericsson Omantel, I played a pivotal role in managing customer relationships and maximizing business performance. From August 2016 to July 2017, I employed advanced analytics, segmentation, and strategic planning to drive customer value and counter competition effectively. Key Responsibilities: ·Value Segmentation: Conducted value segmentation to categorize subscribers based on their significance to the business. ·Micro Segmentation: Developed multi-level micro segmentation strategies to personalize offerings and communication for different subscriber groups. ·Analytics Insights: Utilized analytics at both micro and macro levels to derive actionable insights and drive datainformed decisions. ·Competitive Analysis: Conducted in-depth competitive analysis to identify market dynamics and counter competition effectively. ·Product Development: Leveraged insights to develop new products and services that met subscriber needs and contributed to business growth. ·Strategic Planning: Designed and executed strategies, analytical models, and frameworks to identify opportunities for improving business performance. ·Maximizing Opportunities: Identified and capitalized on opportunities by analysing subscriber behaviour, preferences, and market trends. Achievements: ·Successfully implemented value segmentation and micro segmentation strategies, resulting in more personalized customer experiences and improved customer satisfaction. ·Leveraged analytics to develop and execute strategies that led to the introduction of new products and services, boosting revenue and profitability. ·As a CVM Manager, my role was instrumental in enhancing customer relationships, boosting business performance, and countering competition by leveraging advanced analytics and strategic insights. Customer service manager, telecommunications Videocon Telecommunication Limited [ 16/12/2010 – 20/08/2016 ] City: Bhopal | Country: India As Acquisition and Compliance Head at Videocon Telecommunication Limited, I held a strategic position within the company, overseeing operations for the MPCG Circle from December 2010 to 31st January 2016. My responsibilities expanded to Service Management in Haryana from 1st February 2016 to August 2016. In these roles, I actively contributed to various facets of business operations, with a focus on customer acquisition, compliance, and retention strategies. Key Responsibilities: ·Data Analysis: Conducted comprehensive data movement analysis to identify trends and opportunities for improvement. ·Base Decay Analysis: Analysed base decay trends and implemented special offers to maximize win-back of lost customers. ·Campaign Management: Developed and managed campaigns, with a keen focus on revenue generation, Average Revenue Per User (ARPU), and site-specific Key Performance Indicator (KPI) analysis. ·Retention Programs: Designed and rolled out customer retention programs and plans to reduce churn and enhance customer loyalty. ·Competitive Monitoring: Vigilantly tracked the competitive landscape and ensured that the product portfolio remained competitive. ·Compliance: Ensured strict compliance with prepaid document guidelines as prescribed by the Telecom Enforcement Resource and Monitoring (TERM) cell, particularly for the MPCG Circle. ·Data Reporting: Prepared and circulated regular Management Information System (MIS) reports and dashboards to facilitate data-driven decision-making. ·New Customer Engagement: Led the new customer engagement process, allocating welcome call data to the call centre for a personalized customer experience. ·Service Partner Management: Managed service partners, ensuring their adherence to compliance and performance standards. ·User Acceptance Testing (UAT): Successfully conducted UAT for new products, ensuring timely implementation in line with corporate requirements. ·Document Compliance: Continued to emphasize document compliance and the timely pick-up and processing of Customer Application Forms (CAFs) and Address Proof Forms (APFs). ·Vendor Management: Collaborated with vendors through benchmarking of Key Performance Indicators (KPIs), reviews, and discussions, contributing to operational efficiency. ·Incentive Schemes: Developed and rolled out incentive schemes for partners, ensuring timely payouts and maintaining partner satisfaction. ·Document Churn Minimization: Worked towards minimizing document-related churn, streamlining processes for improved compliance. ·Address Verification: Overlooked prepaid address verification and tele-verification processes for new customers, enhancing compliance. ·Channel Partner Commissions: Managed the channel partner commission process for the MPCG Circle, based on Activation vs. CAF data. Achievements: ·Successfully implemented customer acquisition, compliance, and retention strategies, contributing to business growth and enhanced customer satisfaction. Business operations manager Karvy Data Management Services Limited [ 20/08/2009 – 10/12/2010 ] City: Jaipur | Country: India As a Circle Operations Manager at Karvy Data Management Services Limited, I assumed the pivotal role of Profit Centre Head. My responsibilities spanned a broad spectrum, from managing facility operations and seating planning to delivering results in accordance with Service Level Agreements (SLAs) and Turnaround Times (TATs). I effectively managed the Capital Expenditure (CAPEX) and Operational Expenditure (OPEX) for the circle, ensuring seamless operations. Key Responsibilities: ·Facility Management: Oversaw facility operations, including seating planning and execution to meet prescribed SLAs and TATs. ·Financial Oversight: Managed both CAPEX and OPEX, maintaining cost control and efficiency in resource allocation. ·Team Leadership: Led a team responsible for operations reporting, ensuring adherence to Key Result Areas (KRAs) and delivery deadlines. ·Volume Forecasting: Engaged in volume forecasting and capacity planning to optimize resource allocation. ·Revenue Analysis: Compared forecasted revenue with actual results and explained variances to achieve business goals. ·Branch Operations: Handled overall branch operations with the support of individual team leaders who reported to me. ·Transition Management: Coordinated and executed transition opportunities, ensuring seamless processes. ·Business Plan Execution: Successfully achieved business plan results by focusing on critical drivers, including revenues and costs. ·Process Improvement: Collaborated with management to identify and implement improvements to existing business processes. ·Management Initiatives: Implemented management initiatives across the business centre, enhancing overall efficiency and performance. ·Performance Monitoring: Constantly monitored and reviewed performance metrics to ensure the achievement of objectives. ·Training and Development: Identified relevant training needs for agents and team leaders, ensuring effective implementation. ·Workforce Planning: Planned activities associated with workforce acquisition and retention, optimizing team capabilities. ·Shift Operations: Managed shift operations, ensuring continuity in service delivery. ·Financial Forecasting: Prepared forecasting and budget plans for both monthly and long-term activities. ·Quality Control: Managed quality assurance and quality control processes to maintain service excellence. ·Team Coaching: Monitored, identified, and improved team performance through coaching and support. ·Performance Optimization: Optimized productivity by utilizing the best available resources, thereby enhancing operational efficiency. Achievements: ·Successfully led the team to meet and exceed SLAs and TATs, delivering results in line with business goals. ·Maintained quality assurance, leading to enhanced service quality and customer satisfaction. Service operations manager Idea Cellular Limited – Aditya Birla Group [ 24/01/2007 – 17/08/2009 ] City: Jaipur | Country: India As a Service Delivery Quality (SDQ) Lead at Idea Cellular Limited, an associate company of the Aditya Birla Group, I held pivotal positions in Rajasthan and Udaipur Zone. My roles involved ensuring the quality of service provisioning, activation, and collections within the telecommunications sector. I successfully managed various aspects of the business, from fraud management to provisioning, retention, and collection, significantly contributing to the company's success. Responsibilities in Rajasthan Circle (2nd-Mar-2009 to August 2009): ·Fraud Management: Took charge of the Fraud Management System for the Rajasthan Circle, actively preventing and addressing fraudulent activities. ·Data Management: Prepared and circulated regular Management Information System (MIS) reports and dashboards, providing crucial insights for decision-making. ·Agency Coordination: Oversaw physical verification of subscribers before activation through agency partnerships and facilitated testing and downloading for newly launched products. Responsibilities in Udaipur Zone (24-Jan-2007 to 1st-Mar-2009): ·Service Provisioning: Managed the service provisioning and activations, ensuring error-free and timely activation for both postpaid and prepaid customers in the Udaipur Zone. ·Training and Compliance: Conducted regular training for sales teams, channel partners, provisioning teams, and response teams on product knowledge, sales and marketing schemes, and provisioning processes. ·CPV Agency Management: Oversaw the activities of Customer Premises Verification (CPV) agencies for both postpaid and prepaid services, ensuring strict adherence to company policies. ·Fraud Detection: Implemented fraud detection measures during the activation of new customers, ensuring the quality and authenticity of documents submitted for activation. ·CAF Audits: Ensured compliance with company policies by conducting audits of Customer Application Forms (CAFs) and related documents before acquisitions. ·Collection and Retention: Spearheaded collection and retention efforts in the Udaipur Zone, contributing to revenue generation. ·IT Systems Development: Managed the development of various modules and systems designed by the IT team to enhance the efficiency and functionality of cross-functional teams. ·Performance Monitoring: Maintained a close track of prepaid numbers' barring and unbarring activities and shared daily dashboards with the sales team. ·Report Generation: Generated reports through the analysis of collection data, continually improving results and contributing to data-driven decision-making. Skills Gained: ·Demonstrated proficiency in delivering business results and managing teams, particularly in a high-pressure environment. ·Exceptional customer relationship management skills and a deep understanding of industry practices. Customer service representative Reliance Info Streams Private. Ltd – Reliance Group Company [ 02/05/2004 – 20/01/2007 ] City: Mumbai | Country: India Responsibilities : ·Customer Issue Resolution: Managed the resolution of customer issues, with a focus on R-connect concerns and quality assurance. ·Call Center Operations: Oversaw inbound call center operations, ensuring smooth and efficient processes. ·Quality Management: Maintained the quality of calls and consistently aimed to achieve high levels of customer satisfaction. ·Handset Coordination: Handled and coordinated issues related to handsets received from Handset Coordinators across 13 circles for Reliance Communications in India. ·Billing and Escalations: Effectively managed and resolved escalated billing-related issues, collaborating with the business teams for resolution. ·Coordination with Field Teams: Coordinated with field teams to address customer concerns, working in conjunction with Reliance Web World and Town Office Executives. ·Team Collaboration: Collaborated with other team members and functions to achieve corporate goals and targets, supporting new customer service representatives (CSRs) in understanding products and interaction reasons. ·Thin Client Management: Handled online processes of number changes through Thin Client within specified service level agreements (SLAs). ·Dispute Resolution: Resolved disputes related to handset functionality by coordinating with service canters and addressing activation-related issues. ·SMS Requests: Processed bulk SMS requests received through different functional units, providing timely resolutions for customer issues. ·Inventory Management: Generated dumps of available series of new mobile numbers and provided them to Circle Customer care groups upon requests. ·Efficiency Allocation: Distributed and segregated work to be allotted to team members based on efficiency, optimizing team performance. ·Team Leadership: Acted as a leading team member, overseeing a team of 25 people and providing support to managers. Skills Gained: ·Developed a strong skill set in providing excellent customer service and managing customer relationships. ·Exhibited self-motivation and the ability to work in a pressurized environment. ·Gained a deep understanding of industry practices and operational efficiency. Achievements: ·Successfully provided customer satisfaction by addressing and resolving a diverse range of customer issues. ·Achieved the confidence of field employees by serving as a one-point resolution for escalations and complex cases. ·This professional profile effectively highlights your role, responsibilities, and achievements during your tenure as a Customer Response Executive at Reliance Info streams Pvt. Ltd. It showcases your customer service and problemsolving skills, as well as your ability to manage and lead a team. Administrative assistant Carborundum Universal Limited City: Ludhiana | Country: India As an Assistant to Administration at Carborundum Universal Ltd, a market leader in abrasives with an annual turnover exceeding Rs. 3,600 crore, I played a pivotal role in driving the success of the company through a combination of innovative strategies and impeccable administrative acumen. My responsibilities encompassed diverse facets of the business, including warehousing, materials management, sales, compliance, and logistics. Key Responsibilities: ·Strategic Sales and Marketing: Contributed significantly to the attainment of monthly team targets by devising and implementing innovative sales and marketing strategies. ·Warehouse Management: Oversaw and supervised the operations of a substantial inventory comprising approximately 3,500 items, ensuring seamless procurement and distribution. ·Inventory Expertise: Managed stock quantities and meticulously tracked the shelf life expiry of materials, optimizing inventory management. ·Supply Chain Coordination: Managed the end-to-end procurement process, including indenting for materials and coordinating with works and central warehouse for timely delivery. ·Logistics Proficiency: Efficiently handled material receipts and dispatches, adhering to the FIFO (First-In, First-Out) rules, ensuring product integrity. ·Sales Operations: Successfully managed sales operations in the regions of Punjab, Himachal Pradesh, and Chandigarh. ·Branch Networking: Executed stock transfers to the company's branches nationwide, ensuring seamless operations. ·Complaint Resolution: Effectively managed the complaint management system, ensuring customer satisfaction. ·Logistics Decision-Making: Ensured the proper and secure transport of goods by strategically selecting the most suitable mode of transportation. ·Compliance and Record-Keeping: Expertly managed stock movement ledgers, purchase registers, excise registers, sales tax registers, and all related forms. ·Financial Management: Conducted invoicing and maintained accounts using web-enabled software based on WAP technology. ·Technical Support: Troubleshooted and resolved various computer-related issues within the branch. Key Achievements: ·Received an appreciation from the company's Head Office for providing exceptional support to the Sales Team, resulting in increased sales and the achievement of set targets in July 2003. ·Successfully reduced the value of running stock from an average of Rs. 2 crore per month to approximately Rs. 1-1.5 crore every month, demonstrating effective planning and item classification. ·Instrumental in reducing loss in value due to transit and handling damages through highly efficient handling and storage practices. ·Significantly lowered the cost of shipping by strategic planning and contractual agreements with transporters. EDUCATION AND TRAINING Masters in Business Administration National Institute of Management Mumbai [ 2008 ] City: Jaipur | Country: India | Website: https://www.nimonweb.com/ Bachelors of Arts HP University [ 2003 ] City: Shimla | Country: India | Website: https://www.hpuniv.ac.in/ One-Year Diploma in Computer Hardware Indian Institute of Management and Education [ 1999 – 2000 ] One-Year Computer Diploma in Software Bharat Computer Education [ 1998 – 1999 ] E-Learning Course in Managing Time Gyanodaya Virtual Campus Institute of Management Learning Aditya Birla Group [ 2008 ] E-Learning Course in Art of Global Communication Gyanodaya Virtual Campus Institute of Management Learning Aditya Birla Group [ 2008 ] E-Learning Course in Negotiating to Win Simulation Gyanodaya Virtual Campus Institute of Management Learning Aditya Birla Group E-Learning Course in Windows Server 2003 Gyanodaya Virtual Campus Institute of Management Learning Aditya Birla Group E-Learning Course in Microsoft Office 2000 Advanced Excel Gyanodaya Virtual Campus Institute of Management Learning Aditya Birla Group LANGUAGE SKILLS Mother tongue(s): Panjabi; Punjabi Other language(s): Hindi English LISTENING C2 READING C2 WRITING C2 LISTENING C2 READING C2 WRITING C2 SPOKEN PRODUCTION C2 SPOKEN INTERACTION C2 SPOKEN PRODUCTION C2 SPOKEN INTERACTION C2 Levels: A1 and A2: Basic user; B1 and B2: Independent user; C1 and C2: Proficient user DIGITAL SKILLS Digital Skills - Test Results A Information and data literacy ADVANCED Level 6 / 6 B Communication and collaboration ADVANCED Level 5 / 6 C Digital content creation ADVANCED Level 6 / 6 D Safety INTERMEDIATE Level 4 / 6 E Problem solving ADVANCED Level 6 / 6 Results from self-assessment based on The Digital Competence Framework 2.1 My Digital Skills Microsoft Office / Microsoft Word / Microsoft Excel / INTERNET AND SOCIAL MEDIA