Fitness & Gym Training
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 Delhi04.2021
Skills
Quality control
Workplace safety
Quality improvement
Documentation and reporting
Coaching
Performance improvement
Technical support
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
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