Gaurav Lal

Experience

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  Hyatt Hotels Corporation

  Jun 2000 - Dec 2000

  Commis Chef

  1) Commis Chef in charge of Antipasti, Gelato2) Mantaining inventory of ingredients at optimum levels for my kitchen section.

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  Wipro

  Jan 2001 - Nov 2002

  Tech Associate

  Troubleshooting Technical Issues for Laptop and Desktop Computers for one of the Top 3 Laptop / Desktop / Server retailers. A fortune 500 company.

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  EXL

  Nov 2002 - Nov 2005

  Assistant Manager / Subject Matter Expert / Tech Associate

  Assistant Manager managing a team of 12-15 executives providing technical support for laptops and desktops. Exposure to support from Voice, Email and Chat Platforms.1) Planned and implemented Outlier Management program for the Email process driving down defects. Handled various aspects - training needs identification / designing and imparting technical trainings / customer experience based trainings.3) Reviewing and updating the process Client Process Manual regularly / Documenting procedures and conducting internal COPC Audits for the purpose of getting the process certified and complying with the requirements.4) Roster Management / Queue Management / Workstation and space management.5) Interaction with the partnering client on weekly conference calls and in person for performance reviews / daily Updates / focus areas / brainstorming sessions on issues / Implementing new procedures etc.6) Working with the Quality department to streamline parameters by continuous re-evaluation of policies / analysis of audits / integrating best practices, aligning day to day activities with the process objective.7) Co-ordinating with support functions such as Technology, Logistics and simplifying policies & procedures by identifying areas of improvements, and contributing towards employee satisfaction and also to make available the resources required to employees for performing their Jobs well.8) Day-to-day handling of team members concerns, grievance handling / communicating management concern areas to members and creating a positive and healthy environment to work as a team.Key Skills : People Management, Team MIS preparation and reporting, Handling escalated calls, problem solvingKey Differentiators : Leading by example, Unquestionable Integrity, Process driven, equally at ease in a Team or standalone work environment. Show less

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  Michelin

  Nov 2005 - Oct 2015

  1) Conducting market research activities for new project launches as well as regular campaigns; executing promotional activities, to help generate potential leads.2) Direct pricing strategy formulation and take necessary pricing actions to enhance profitability.3) Approving and validating pricing for Key Accounts / Large Retailers. 4) Building strategic relationships and partnering with key industry players, agencies and vendors to maximize business development and achieve salesbudgets.5) Monitoring & analyzing emerging trends technologies & market dynamics6) Defining the problem and research objectives, developing a research plan, presenting the plan, implementing the plan (collecting and analyzing data), and interpreting and reporting the findings7) Analyzing data on Pricing of competitor products and revise prices in line with the market.8) Responsible for delivering the Net Revenue and Gross Margin annual objective for each of the Product.9) Re-engineer prices of products Show less 1) Working with Communications team to streamline advertising strategy, development of creatives & commercial advertisements and media buying and placement.2) Performs in-depth market analysis to identify and quantify market trends and opportunities, competitive activity and determine future product directions.3) Gathering of Market Intelligence on competitor products related to schemes, offers, discounts and campaigns.4) Collecting and analyzing market information for understanding competition trends and customer preferences to fine tune advertising strategies. 5) Conducting different types of Market Research such as Brand Track, Price Tracking, Monitoring of Dealer Distribution footprint etc.6) Identification of Consumer segments and draft strategies to influence target market.7) Working with Sales team to promote products in specific markets by visiting dealers, explaining profitability and convincing customers. Show less 1) Developing and implementing centralized Customer Service helpdesk process to receive orders from sales team and dealers and process for delivery.2) The definition of service level agreement (SLA) for service provider / vendor for various locations, monitoring and analyzing it on a regular basis.3) People Management, Training Needs Identification and Career Development for Team Members.4) Handling Escalations for late deliveries, out of stock products, credit issues.5) Auditing of calls in line with standard operating procedures and auditing template. Show less

  • Pricing Manager (Truck, Bus, Car, LT and 2W - India and Subcontinent)

    Dec 2011 - Oct 2015

  • Marketing Manager - Two Wheel Tyres (India)

    Dec 2008 - Dec 2011

  • Assistant Manager - Customer Service Office

    Nov 2005 - Dec 2008
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  GfK - An NIQ Company

  Oct 2015 - Jun 2019

  Associate Director - Client Solutions Group

  Clients -1) Managing 15 clients (including many Fortune 500 companies) spread across 6 product categories2) Engaging with Top Management on Research Solutions ranging from Panel Research to Brand Track.3) Providing Quarterly Insights presentation to Client teams to help formulate Strategy and Tactical market actions. Process –1) Collected and analyzed data on customer demographics, preferences, needs, and buying habits to identify potential markets and factors affecting product demand.2) Forecasted and tracked marketing and sales trends, analyzing collected data.3) Measured the effectiveness of marketing, advertising, and communications programs and strategies.4) Tracking Brand share of products across various product segment and geographies.5) Directed Teams in setting up Data collection process for panels -tyres, batteries and other Automotive components across 63 cities sharing synergies with other industries.6) Led investment and rollout of expansion of panels – 5Cities > 43 Cities > 63 cities > 932 cities from 2015 to 2019. Show less

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  B3Intelligence

  Oct 2019 - Dec 2022

  Associate Director of Operations

  1. Account Management of 3 large accounts with turnover of 1.2M USD spread across various revenue streams / products.2. Breaking up client projects into key milestones and defining KPIs and deliverables for each milestone.3. Working with different internal teams and outsourced vendors for timely delivery of project deliverables as per agreed timelines.4. Analysis of client data and preparation of presentations which were presented to client for actions and decision making.5 Responsible for innovation of new Market Research products to generate revenue for the company in the areas of Analytics and Forecasting.6. Handling client escalations. Show less

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  Moving to Australia

  Jan 2023 - Mar 2023

  Self Employed
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  Superloop

  Apr 2023 - now

  Technical Support Specialist

  1. Receiving Calls from customers related to Pending orders, Provisioning, Hardware requests, Billing and Technical Support.2. Coordinating with various internal teams for resolution of customer issues within specified timelines.3. Working on Salesforce Tickets to resolve complaints.