Summary
Overview
Work History
Education
Skills
Timeline
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Chetna Dhadwal

Noida, Uttar Pradesh

Summary

  • Customer-focused professional with a strong background in customer experience management, service operations, and support strategy, combined with experience in brand building, franchise development, and cross-functional team leadership.
  • Proven track record of successfully launching and managing 15+ franchise outlets across multiple regions, with 12+ additional projects in progress.
  • Skilled in end-to-end franchise sales cycle management, from lead generation, contract negotiation, to onboarding and operational support.
  • Strong expertise in social media brand strategy, digital marketing campaigns, and content creation that drives engagement and lead conversion.
  • Adept at designing and delivering structured training programs, reducing onboarding time by over 60%, and improving team performance through coaching and audits.
  • Experience overseeing high-performing teams, ensuring 95%+ SLA compliance, and maintaining low response times (ASA 95%).
  • Proficient in leveraging automation tools (Freshchat, Yellow.ai), and data-driven insights to optimize operations and customer support workflows.
  • Exceptional leadership abilities are demonstrated through sports captaincy and active participation in leadership committees, fostering teamwork and discipline.
  • Strong communicator with expertise in stakeholder management, team collaboration, and delivering actionable reports for business growth.
  • Committed to continuous improvement, operational excellence, and achieving strategic business goals in fast-paced, competitive markets.

Overview

6
6
years of professional experience

Work History

Training Lead

Hungry Hackers
New Delhi
11.2024 - Current
  • Successfully launched 15+ franchise outlets across regions including North India and West India.
  • Currently managing 12+ active franchise projects in development across high-potential Tier-2 and Tier-3 cities.
  • Handled the entire franchise development cycle: lead generation, qualification, proposal development, negotiation, and deal closure.
  • Onboarded new franchisees with tailored training programs, SOP implementation, and operational support, reducing go-live delays by 25%.
  • Negotiated and finalized franchise agreements, maintaining 100% compliance with legal and brand standards.
  • Built and maintained a CRM pipeline of prospective and current franchisees, enabling data-driven forecasting and personalized engagement.
  • Represented the brand at regional expos and virtual franchise events, expanding the franchisee network and brand footprint.

Social Media Brand Manager

Hungry Hackers
New Delhi
05.2024 - 11.2024
  • Spearheaded the digital brand strategy across major platforms (Instagram, Facebook, LinkedIn), achieving a 40% increase in online engagement over 6 months.
  • Led content creation and influencer collaborations, boosting brand visibility and attracting high-quality franchise leads organically.
  • Managed digital advertising campaigns (Meta Ads, Google Ads), resulting in a 20% growth in direct inquiries and conversions.
  • Conducted competitor and audience analysis to refine positioning, enhancing brand recognition in North India.
  • Directed internal brand guidelines and visual identity projects, ensuring consistency across all customer touchpoints.
  • Collaborated with cross-functional teams (Design, Marketing, Sales) to develop promotional strategies aligned with product launches and seasonal campaigns.

Training Lead

Rally OurBus
New Delhi
08.2023 - 02.2024
  • Designed and implemented a structured training curriculum, reducing onboarding time from 1 month to just 12 days.
  • Trained 21+ batches using interactive presentations and gamified learning modules to boost engagement and knowledge retention.
  • Conducted performance audits, refresher sessions, and real-time coaching to ensure team alignment with operational policies and quality standards.
  • Developed assessment tools, including MCQs and on-the-job evaluation checklists, to effectively monitor trainee progress.
  • Delivered data-driven insights to optimize training efficiency and enhance overall team performance.
  • Facilitated team-building activities that strengthened interdepartmental communication and collaboration.

Team Lead

Rally OurBus
New Delhi
09.2022 - 08.2023
  • Ensured 95% SLA compliance, maintained ASA under 10 seconds, AHT under 10 minutes, and consistently achieved 95%+ CSAT by closely monitoring and managing team performance.
  • Collaborated with Freshchat and Yellow.ai teams to enhance chat automation workflows, significantly boosting operational efficiency.
  • Resolved complex customer issues using root cause analysis (RCA) and data-driven insights to implement long-term solutions.
  • Created and delivered comprehensive performance reports (hourly, intraday, and weekly) to provide actionable insights and support decision-making.
  • Managed high-volume workloads with limited resources while maintaining seamless daily operations and service quality.
  • Conducted regular one-on-one progress reviews with team members, identifying improvement areas and offering career development guidance.

Customer Experience Strategist

Rally OurBus
New Delhi
11.2021 - 09.2022
  • Evaluated existing processes, identified areas for optimization, and streamlined operations to improve overall efficiency and performance.
  • Managed call-back requests and handled escalated concerns with an average speed of answer (ASA) of 5 minutes, ensuring timely and effective resolution.
  • Conducted quality audits and facilitated clear, consistent communication of policy updates across all teams.
  • Led queue management initiatives, aligning team resources with volume trends to maintain high service quality, and meet SLA targets.

Customer Experience Specialist

Rally OurBus
New Delhi
06.2021 - 11.2021
  • Handled 80+ live customer interactions daily across telephone, online chat, and email channels, consistently delivering high-quality customer support.
  • Maintained performance metrics by ensuring all interactions met AHT and SLA targets, while sustaining exceptional customer satisfaction levels.
  • Monitored and analyzed customer feedback to identify recurring trends, and provided actionable insights to improve product offerings and the overall customer experience.

Sales Manager

WhiteHat Jr.
Mumbai (Remote)
02.2020 - 05.2021
  • Consistently met and exceeded weekly revenue targets of ₹40,000 by leveraging strong rapport-building skills and consultative sales techniques.
  • Specialized in reviving dead leads and ensuring high client retention through personalized engagement and solution-driven conversations.
  • Managed contract renewals and maintained relationships with high-value clients to ensure smooth, on-time extensions, and ongoing satisfaction.

Sales Executive

Lido Learning
Noida
08.2019 - 12.2019
  • Achieved sales and service targets by proactively cultivating and securing new customer relationships.
  • Conducted regular quality assurance audits to ensure strict adherence to company processes and service standards.

Education

Bachelor of Commerce -

Jesus And Mary College
New Delhi
05-2019

High School -

Cambridge School Noida
05-2016

Skills

  • People Management
  • Strategic Planning & Execution
  • Client Relationship Management
  • Process Improvement & Operational Efficiency
  • Sales Strategy & Revenue Generation
  • Content Creation & Digital Campaigns
  • Market Research & Competitor Analysis
  • Service Level Management
  • Conflict Resolution & Escalation Handling
  • Onboarding & Knowledge Transfer
  • Performance Audits & Coaching
  • Root Cause Analysis
  • MS Excel
  • Strong Communication
  • Adaptability & Multitasking
  • Team Collaboration

Timeline

Training Lead

Hungry Hackers
11.2024 - Current

Social Media Brand Manager

Hungry Hackers
05.2024 - 11.2024

Training Lead

Rally OurBus
08.2023 - 02.2024

Team Lead

Rally OurBus
09.2022 - 08.2023

Customer Experience Strategist

Rally OurBus
11.2021 - 09.2022

Customer Experience Specialist

Rally OurBus
06.2021 - 11.2021

Sales Manager

WhiteHat Jr.
02.2020 - 05.2021

Sales Executive

Lido Learning
08.2019 - 12.2019

Bachelor of Commerce -

Jesus And Mary College

High School -

Cambridge School Noida

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Chetna Dhadwal