Dhanraj Jain
Mumbai
Summary
Over 6 years of experience in communications and operations management, specializing in workflow management (WFM) and customer service. Proven skills in customer relationship management, process improvement, project management, and team leadership. Successfully managed over 32.5k queries annually, led projects to streamline communication processes for a community of 3700+ editors, and controlled unnecessary premium costs, resulting in significant cost savings. Recognized for exceptional leadership and quality assurance, receiving multiple awards for team management and operational excellence.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior Process Manager - Communications (WFM), Customer Service
Cactus Communications
07.2024 - Current
- Mentored process coordinators, associate process managers, and process managers, improving team performance and knowledge sharing.
- Filled in for team leaders during their absence, ensuring continuous team leadership and stability.
- Managed escalations and conducted root cause analysis (RCA) across teams, reducing recurring issues.
- Conducted internal audits and feedback sessions for quality checks within the communications team, enhancing communication quality and compliance by 20%
Process Manager Communications (WFM), Customer Service
Cactus Communications
07.2021 - 06.2024
- Collaborated with 4 WFM teams, 12 Center of Excellence teams, 7 Cross teams, and Client managers across 8 markets, streamlining operations and improving efficiency
- Managed over 32.5k queries annually, the highest in the team, resulting in reduction in response times
- Led projects to improve communication processes for 3700+ editors, including freelancers and contractors, increasing operational efficiency
- Conducted internal audits and mentored process coordinators and associate process managers, fostering a culture of continuous improvement
- Ensured timely delivery of client jobs by setting expectations and creating awareness among editors, reducing delays
- Set criteria for assignment completion times and provided timely feedback to the editor management team, improving accountability and performance.
Associate Process Manager, Allocations (WFM), Customer Service
Cactus Communications
07.2019 - 06.2021
- Suggested and implemented strategies to meet key targets and organizational goals, achieving an increase in overall team productivity
- Ensured smooth team functioning and ownership of deliverables, maintaining high-quality standards and on-time delivery
- Executed invoicing/payment processes for vendors, freelancers, and contractors, ensuring accurate and timely transactions, reducing payment discrepancies
- Performed strategic capacity planning to align delivery capabilities with demand, optimizing resource utilization
- Controlled unnecessary premiums paid to editors for urgent or special requirement jobs, leading to a reduction in costs
- Developed preset criteria and timelines for premium offers and reported on premium leakage to higher management, enhancing budget control.
- Performed strategic capacity planning to align delivery capabilities with demand, optimizing resource utilization by 20%.
Process Coordinator, Allocations (WFM), Customer Service
Cactus Communications
07.2018 - 06.2019
- Planned workflow allocation for freelancers and in-house employees, ensuring efficient task distribution and completion, improving on-time delivery
- Managed day-to-day operational accountability and collaborated with internal and external stakeholders, maintaining seamless operations
- Validated and actioned invoices for over 2000 contractors, freelancers, and vendors, ensuring accuracy and timely payments, reducing payment delays.
Trainee Intern-Stakeholder Delight and Information Technology
CredR
01.2018 - 06.2018
- Ensured customer satisfaction throughout the vehicle buying and selling process, enhancing client relationships and trust, increasing customer satisfaction ratings by 10%
- Provided excellent customer service, including after-sales support, maintaining high levels of customer satisfaction
- Maintained high-quality standards for two-wheeler sales to gain customer trust, improving sales outcomes by 15%
- Identified and onboarded 7-10 service centers across 4 cities, expanding service coverage and enhancing customer convenience
- Maintained active communication and feedback loops with service centers, improving service quality and customer satisfaction by 20%.
Education
Bachelor of Commerce - Accounting and Finance
University of Mumbai
Mumbai, India2017
Higher Secondary School Certificate - Business/Commerce, General
The Maharashtra State Board of Secondary & Higher Secondary Education
Mumbai, India2014
Secondary School Certificate - Secondary Education and Teaching
The Maharashtra State Board of Secondary School Certificate
Mumbai, India2012
Skills
- Workflow Management
- Project Management
- Operations Management
- Customer Service
- Business Process Improvement
- Customer Experience
- Client Communication
- Customer Escalation Management
- Internal Audits
- Team Management
Certification
Lean Six Sigma Green Belt Certification - Level II, Asian Institute of Quality Management, 7480
Honors & awards
- Praise card of leadership - Cactus Communications (2023)
- Quality Champion of the Quarter - Cactus Communications (2022)
- Spotlight recognition - Cactus Communications (2022)
- Fast Starters - Cactus Communications (2019)
- CredR Hero of the Quarter - CredR (2018)
Timeline
Senior Process Manager - Communications (WFM), Customer Service
Cactus Communications
07.2024 - Current
Process Manager Communications (WFM), Customer Service
Cactus Communications
07.2021 - 06.2024
Associate Process Manager, Allocations (WFM), Customer Service
Cactus Communications
07.2019 - 06.2021
Process Coordinator, Allocations (WFM), Customer Service
Cactus Communications
07.2018 - 06.2019
Trainee Intern-Stakeholder Delight and Information Technology
CredR
01.2018 - 06.2018
Bachelor of Commerce - Accounting and Finance
University of Mumbai
Higher Secondary School Certificate - Business/Commerce, General
The Maharashtra State Board of Secondary & Higher Secondary Education
Secondary School Certificate - Secondary Education and Teaching
The Maharashtra State Board of Secondary School Certificate
Lean Six Sigma Green Belt Certification - Level II, Asian Institute of Quality Management, 7480
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