Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Interests
Timeline
Manager
Dhananjay Rawat

Dhananjay Rawat

Deputy Team Lead
Kotdwara

Summary

I bring a positive attitude, adaptability, and strong problem-solving skills to every role I take on. Quick to learn new tools and techniques, motivated to maintain accuracy and quality in analysis, and open to feedback for continuous improvement. Dedicated to teamwork, discipline, and delivering insights that support organizational growth.

Overview

2
2
years of professional experience
2
2
Certifications

Work History

Deputy Team Leader

Teleperformance Global
New Delhi
10.2023 - 02.2025
  • Managed team that varied from 15 members to 20 members.
  • Promoted a positive work environment by fostering teamwork, open communication.
  • Established clear performance metrics for the team which helped to set targets effectively.
  • Enhanced overall team performance by providing regular coaching and feedback that increased team productivity by 20% and improved CSAT from 70% to 89%.
  • Coached team members in techniques necessary to complete job tasks resulting increase in first-call resolution by 12% and reducing mis-escalation rate by 10%.
  • Successfully managed supervisor escalation with strong problem-solving skills and quick-thinking ensuring user retention as well as maintaining a positive brand image.
  • Implemented a rewards program to recognize daily, weekly, and monthly top performers, boosting motivation and visibility of achievements also promoted the team achievement by appreciating them with thoughtful tokens of recognition resulting in 90% employee satisfaction in surveys also keeping my attrition rate below 7% for my entire term as Deputy Team Lead.

Customer Service Representative

Wipro
New Delhi
10.2022 - 10.2023
  • Handled 50-60 incoming calls, email daily, and assisted in solving query based on insurance coverage, addition of new members, paycheck issues and raising tickets for new obstacles,while ensuring timely follow-ups to maintain compliance with company and client expectations
  • Guided 20-25 users to find the right plan for their needs reducing follow-up inquiries by 10%.
  • Built strong client & domain knowledge to be able to deliver a resolution on the first conversation and increase it by 17% enabling 200 additional calls per team member and 3000+ team wide calls to be resolved on the first attempt each month.
  • Resolved 20+ billing related issues faced by the users on a weekly basis.
  • Ensured adherence to Client Service Level Agreements like Customer Satisfaction, Service Level, handling Time & Customer Effort

Education

B.VOC in Hospitality And Tourism Management - Tourism And Hospitality Management

UEI Global
New Delhi
04.2021

Skills

Certification

Introduction to Analytics & Excel

Accomplishments

  • Received the "Best Employee Of The Month" for the site
  • During the "Summer Fest" held in our organization for 3 months assisted , coached and motivated team members resulting in three of my team member achieving high performance and earning monetary rewards while the rest of the team sustained high performance and received organizational recognition through public display of their names, photos, and performance metrics.
  • Build multiple interactive excel worksheets that helped the team in having a friendly competitive behavior which boosted morale as well as team performance, also hosted multiple in team competition, recognizing the top three performers for the day with small rewards such as sweets.

Interests

Fitness & Gym Training

Exploring Technology

Cooking

Artificial Intelligence

Competitive Gaming

Timeline

Data Visualization with Power BI

08-2025

Introduction to Analytics & Excel

06-2025

Deputy Team Leader

Teleperformance Global
10.2023 - 02.2025

Customer Service Representative

Wipro
10.2022 - 10.2023

B.VOC in Hospitality And Tourism Management - Tourism And Hospitality Management

UEI Global

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Dhananjay RawatDeputy Team Lead