Name: Abhishek Gupta

Objective: Im an innovative person by nature. With my dedication, discipline and

knowledge I have been able to successfully achieve organizational goals and have
been able to establish excellent professional relationship with clients and colleagues.
I wish to continue the same in my future endeavors

Educational Qualification

- Prost Graduate Diploma in Information Technology from Symbiosis

Institute of Distance Learning Education
- Bachelors of Information Technology from Manipal University
- Advanced diploma in Computers from Aptech
- Higher secondary from West Bengal Board of Secondary Education
- Matriculation from West Bengal Board of Secondary Education

Experience:

Overall experience of 10 years

7 years of Leadership experience in Training, MIS and Quality Group
2 years of experience in working with the Training and Quality Team
1 Year of Experience as Game Tester and Customer service
representative

All these 10 Years, I have been associated working with major International Gaming
companies such as:

Electronic Arts / Zynga / Sony / Bioware / THQ / NcSoft

Current Designation: Sr. Manager Training & Quality

Reporting to: Vice President
Organization: iEnergizer (iEnergizer is an International Business Outsourcing
(BPO) company listed at the London Stock exchange. Recently iEnergizer acquired
Aptara, which is one of the worlds leading digital content producing companies.

Key Responsibility areas

Process Level

Our client is one of the major Gaming industry corporations in the world. Our client
has set very high level of expectations from us and we have been delivering and
exceeding the expectations over the years.
I have built an excellent rapport with the clients and have always earned accolades
and appreciation for my services, commitment and suggestions.

We offer the following Services to our client

Technical Support
 Customer Service
TOS/ Forum Moderation

Line of Business

Chat
Email

- Handling the Training & Quality Team of two of the major Gaming based
(Chat/E-mail) processes in the organization
- Responsible for Training and Quality need of 300+ Advisors (In the past I have
even taken care of 500+ Advisors)
- To ensure that we meet the Customer Satisfaction benchmark set by the client
- Driving CSAT on the floor
- Working with the Client in launches of new Games
- Creating Training content for new launches and tools
- Excellent rapport with the client and successfully meeting client expectations
- Taking care of Training & Re-training of Customer service, Technical support
and Quality Assurance Teams
- Establishing Quality Metrics and Quality Process
- Working inline with the International Training Team to follow the client laid
standards in the process
- Understand and maintain Quality standards across the customer service and
Quality assurance Teams
- Work with the client for establishing new Quality metrics, standards and
Quality procedures
- Ensure that the essential SLA elements of Quality and Training are met
(Certification, Quality scores)
- Understanding the process needs and preparing training plans, training
content procedures and process policies
- I have also handled training, transitioning and setting up of training
procedures for new processes and sub-processes
- Implementing and monitoring of LDP for Advisors
- Taking care of MIS and WFM Team. Build strategies to ensure we remain ahead
of other vendors associated with our business client
- Maintaining DAP and PIP for Advisors
- Conducting interviews for new hires in the process
- Taking care of the client visits in India
- Preparing QBR presentations
- Responsible for conducting interviews

Organizational Level

- Worked with a three member team to successfully implement ISO 9000-2001

standards across the organization
- Implementation of ISO standards across 17 different processes (Outbound /
Inbound/ web support / transaction processing / in-game service / Quality
Assurance) in the organization
- Working as ISO and ISMS coordinator of our program
- Experience in working with RFI and RFP
- Creating presentations as and when required for the organization
Achievements

- 10 Years of experience in the Gaming Industry

- Have been part of successful major game launches
- Received Senate Award which is one of the highest level of award given within
our organization
- Our Program received Above Target rating from the Client for FY 13 which
was the highest rating amongst all the other Vendors working for the Client. We
were in competition with Global Outsourcing companies like Sitel,
Teleperformance, NCO, Concentrix, and Telas
- Working on low cost model and yielding greater results
- Implementation of ISO standards across the organization
- Initially when I joined one of the program the CSAT was at 40%; we drove the
CSAT of the program to 80%
- Praised by the Top level Management and Client for the Business Review
presentations
- Applauded for providing suggestions to the client for improving customer
experience. Have given suggestions in the past that has helped the program to
achieve better CSAT, increase FCR, modes to improve customer interactions
and reach
- Developing and implementing QMS for new projects
- Praised for excellent rapport and understanding with the clients
- Achieving a success rate of 100% results in Tier two and Tier 1 client
certifications by the client
- Effective handling of the Training Team after the exit of Training supervisor from
the organization
- Won various awards for performance during my tenure as customer service
representatives, QA tester and Quality Coach
- Actively involved in conducting of events at process as well as organizational
level
- Successful training and transitioning of three new processes in the organization
- Successful cross-training of employees on other sub-process within the process

Past work designation and KRAs

Designation: Manager Training & Quality CS

Reporting: Associate Vice President
Tenure: March 2010 till March 2012

*Key responsibilities The KRAs were similar to my current designation as Sr.

Manager

Designation: Assistant Manager Training CS/QA

Reporting: Service Delivery Leader
Tenure: March 2008 till March 2010

*Key responsibilities The KRAs were similar to my current designation as

Manager

Responsible for Training and Quality need of 200 agents

I was also responsible for taking care of the T&Q requirements of Quality
Assurance program

Key Responsibility areas

Designation: Sr. Trainer/Quality Coach - CS/QA

Reporting: Service Delivery Leader
Tenure: October 2006 till March 2008

*Key responsibilities The KRAs were similar to my current designation as

Assistant Manager

Designation: Quality Coach

Reporting: Assistant Manager Training
Tenure: March 2004 till September 2006

I was promoted as Quality coach through an IJP held within the process

Key Responsibility areas

- Conduct new hire product training

- Conducting program specific retraining & cross training
- TNA for Advisors
- Provides effective ongoing training and coaching to staff to improve and
maintain their quality of responses
- Monitors performance on an ongoing basis by utilizing a variety of tools and
methods including monitoring, coaching and performance analysis
- Motivate and inspire team members
- Tracks employee performance vis--vis game knowledge, tools knowledge,
communication skills & customer service attributes
- Performs one on ones on regular basis to document and discusses
performance with agents
- Identifying training needs of the agents. Enhancing the skill set of the
deserving agents

Designation: Customer Service Representative / Quality Assurance

Tester
Reporting: Team Leader
Tenure: October 2003 till March 2004

Initially when I joined the organization; I worked as a customer care executive and
then I moved on to the Quality Assurance Team

Key Responsibility areas

Quality Assurance Tester

- To provide support to our client by testing their games and reporting defects
those are found within them
 - Process Bugs to ensure that maximum numbers of bugs are read and we are
meeting / exceeding all client expectations

Customer Care Executive

- Provide Customer Support to the players of an MMORPG by handling Tickets.

- Handle tickets to ensure the timely achievement of TPH (Tickets per hour)
targets assigned for self and the program. Also, maintain the ART of their
respective game

Area of Interest

- Working on process and Quality documents

- Identifying improvement opportunities within the existing process
- Planning business strategy for competing with our competitors
- Data Analysis
- Reading about interesting and historical facts
- Recently I have developed an interest of writing a novel
- Gaming
- Travelling

Personal and Professional skills

- Good People Management skills

- Good at improving CSAT
- Good at Process Improvement Initiatives
- Good Know how of QMS
- Good Experience of Game launch preparations
- Know how of ISO and ISMS
- Good at coordinating and implementing objectives within projects
- Quick learner, dedicated and innovative
- Ability to understand the procedures and product well

Personal Details

r Fathers Name Shri Gopal Prasad Gupta

Date of Birth September 15, 1979
Address 1st Floor, 11/109
Geeta Colony
Delhi - 31
Contact Number: 9810580173
E-mail Address: abhishekgupta007@yahoo.com