Dhanraj Jain
Senior Process Manager
Mumbai
Summary
Dynamic and results-driven Senior Process Manager with over 6 years of experience in workflow management (WFM) and customer service. Proven track record of optimizing processes, driving efficiency improvements, and leading high-performing teams. Recognized for expertise in process optimization, operational continuity, and resource management. Holds a Lean Six Sigma Green Belt, delivering significant improvements in client satisfaction and workflow efficiency. Passionate about leadership development, continuous process enhancement, and ensuring 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 a team of 20, enhancing team performance by 22% through knowledge-sharing initiatives and targeted skill development programs
- Directed root cause analysis (RCA) for critical issues, achieving a 35% reduction in recurring issues and enhancing response times by 25%
- Maintained operational continuity by stepping in for absent team leaders, ensuring 0 downtime during key periods, and safeguarding service quality across multiple teams
- Audited processes and performed feedback sessions, increasing communication compliance by 15% and promoting structured feedback
- Managed KPIs, SLAs, and operational performance for 5 WFM teams, consistently exceeding service benchmarks with a 90% adherence rate to SLAs
- Implemented strategic capacity planning, optimizing resource allocation and achieving a 15% improvement in resource utilization while balancing delivery with demand during peak times
- Spearheaded quality improvement initiatives that enhanced workflow efficiency by 22%, leading to an improvement in client satisfaction scores
Process Manager - Communications (WFM), Customer Service
Cactus Communications
07.2021 - 06.2024
- Collaborated with 8 market-specific WFM and COE teams, reducing operational bottlenecks by 18% and improving response times across multiple regions
- Managed over 32,500 client queries annually, contributing to a 25% reduction in resolution times, ranking as the top agent on the team
- Led process improvement initiatives impacting 3,700+ editors, resulting in a 28% boost in operational effectiveness and reducing editor feedback cycle times by 15%
- Provided mentorship, carried out internal audits, and promoted continuous improvement, resulting in a 30% increase in internal audit scores
- Developed performance criteria for assignment completion, driving a 10% increase in accountability and consistent feedback quality across the team
Associate Process Manager - Allocations (WFM), Customer Service
Cactus Communications
07.2019 - 06.2021
- Increased team productivity by 20% through strategic alignment with organizational goals, improving delivery speed and quality
- Supervised invoicing and payment processes for global vendors and contractors, ensuring 100% accuracy and timely disbursements, reducing errors by 10%
- Conducted resource capacity planning to optimize team output, reducing operational overhead by 15% and improving budget adherence
Process Coordinator - Allocations (WFM), Customer Service
Cactus Communications
07.2018 - 06.2019
- Planned and allocated workflows for 2,000+ contractors and freelancers, improving on-time task completion rates by 20%
- Managed invoicing and validation for 2,000+ contractors, achieving a 98% accuracy rate and significantly reducing payment delays
- Collaborated across internal and external teams, improving cross-functional coordination by 15%, resulting in faster resolution times and enhanced operational efficiency
- Introduced process improvement strategies that improved task alignment with organizational goals by 10%
Trainee Intern - Stakeholder Delight and Information Technology
CredR
01.2018 - 06.2018
- Increased customer satisfaction by 10% through efficient management of vehicle buying and selling processes and strengthened client relationships
- Improved sales outcomes by 15% by ensuring high-quality standards in two-wheeler sales and fostering positive customer experiences
- Expanded service reach by on-boarding 7-10 service centers across 4 cities, improving customer accessibility and service coverage by 30%
- Enhanced service quality and customer satisfaction by 20% through the creation of active feedback loops with service centers, driving continuous quality improvements
Education
Bachelor of Commerce - Accounting and Finance
University of Mumbai
MumbaiHigher Secondary Certificate - Business/Commerce, General
Maharashtra State Board
MumbaiSecondary School Certificate - Secondary Education
Maharashtra State Board
MumbaiSkills
Leadership
People Management
Process Improvement
Lean Six Sigma
Communication
Analytical
Technical
Microsoft Office Suite
CRM systems
Power BI
Freshdesk
Tableau
Certification
Lean Six Sigma Green Belt Certification - Level II, Asian Institute of Quality Management
Awards
- Praise Card of Leadership - 2023
- Quality Champion of the Quarter - 2022
- Spotlight Recognition - 2022
- Fast Starters Award - 2019
- CredR Hero of the Quarter - 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 Certificate - Business/Commerce, General
Maharashtra State Board
Secondary School Certificate - Secondary Education
Maharashtra State Board