ARUN GANDLA

• Kept projects on schedule by managing deadlines and adjusting workflows.
• Developed comprehensive project plans, outlining scopes, timelines, deliverables, and milestones.
• Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
• Maintained accurate documentation of all projects, facilitating efficient audits and future reference.
• Prepared meeting agendas and minutes for distribution and record keeping.
• Worked on multiple high-impact projects for prominent financial institutions and brokerage firms, contributing to end-to-end project execution, client coordination, and solution delivery. Key clients included:
  • Aditya Birla Money Limited
  • Bank of Baroda (BOBCAPS & BOBWORLD)
  • Jammu & Kashmir Bank
  • Doha Bank – India Branch (DBFS)
  • Ashika Stock Broking
  • Asset C Mehta (ACM)
  • Latin Manharlal Securities

Provided real-time technical assistance via instant messaging for NBN services and Telstra consumer support, addressing issues related to internet, mobile, email, billing, and sales orders.

• Troubleshot and resolved connectivity issues; created and escalated support cases as needed.
• Collaborated with the Primary Tech Support team to deliver timely and effective solutions.
• Guided customers through fiber network installations and educated them on services, billing, and device usage.
• Maintained an average response time of 3–5 minutes per customer, managing multiple conversations simultaneously.
• Consistently achieved top performance metrics in CSAT (Customer Satisfaction), TTFR (Time to First Response), and ART (Average Response Time).

Conducted hierarchy checks for URLs using impression and click data, verifying company details via landing pages and external sources (LinkedIn, Facebook, etc.).

• Reviewed and categorized digital content (images, videos, text, websites) using Google tools.
• Rolled up related business accounts to ensure accurate client servicing.
• Tracked updates from internal databases and applied them to tasks.
• Identified and escalated bugs; improved project quality based on client feedback.
• Led RCA and feedback sessions; trained and mentored new team members to enhance performance and decision-making.