Gaurang Mistry

Team Lead @Questrade Financial Group

Customer Retention SpecialistQuantitative AnalystInvestor & VCSport FanEngineerConsultingEntertainmentFinanceEducation🏐 SportsAthlete ManagerInvestment AnalystTraderCustomer ServicePortfolio ManagerCustomer Success ManagerClient Relations SpecialistChat SupportLive ChatCustomer Care SpecialistAssistantOffice AssistantResearch AssistantCopywritingProofreaderData EntryData Entry SpecialistTyping Specialist

Gaurang Mistry is a dynamic Team Lead at Questrade Financial Group, where he drives innovative solutions to enhance customer experiences. With over a decade of experience in the financial services industry, Gaurang is passionate about leveraging technology to streamline operations and foster team growth. He holds a Master’s degree in Business Administration from the University of Toronto. Outside of work, Gaurang enjoys hiking and exploring new culinary experiences.

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Work Background

Customer Service Team Lead

Questrade Financial GroupCustomer Service Team Lead

Nov. 2020 - Nov. 2024Toronto, Ontario, CanadaLed and mentored a team of 10+ agents, ensuring SLA adherence and customer satisfaction. Designed and delivered training programs for onboarding and professional development. Managed escalations, identified process gaps, and implemented solutions to prevent recurrence. Monitored team workload and KPIs, ensuring contract review quality and efficiency. Spearheaded process improvements, enhancing customer satisfaction metrics. Assisted in recruitment, selection, and onboarding of new team members. Provided coaching and performance feedback, helping team members reach their full potential.

Finance Analyst

Wipro Digital Operations and PlatformsFinance Analyst

Aug. 2016 - Apr. 2018Mumbai Area, IndiaConducted compliance checks and analyzed financial transactions to mitigate risks. Provided detailed guidance on global sanctions policies, ensuring compliance for clients. Delivered accurate analysis of payment workflows, maintaining alignment with bank and global policies.

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