DHEERAJ CHOPRA

• Having 7 years of experience in Concentrix.
• Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction.
• Establish & Manage Relationships / Engagement with the Clients.
• Organize resources, set goals, implement strategic plans ensuring tactical day-to-day functioning; reporting responsibilities
• Responsible for following agreed governance model, escalation & communication plan
• To ensure team members achieve agreed standards in relation to their job assignments.
• To monitor and document work schedule of staff and absences.
• Build strong partnership with the client by growing and nurturing the existing relationships to ensure operational cohesion & effective foundation for future growth
• Attend weekly and monthly calls with clients to understand the expectations from the teams and provide updates
• Ensure the closure for audit completion of the team
• Identify and drive continuous improvements and initiatives in the process
• Coach & mentor Team lead enabling them to manage their teams
• Hiring of advisor’s who are deserving and help the business with productivity.
• Collaborate with internal teams.
• To be the key contact for all problems and queries with specific business assigned.
• I motivate people to participate in Learning & Development, Wellness and Engagement programs as being the POC.
• Created automated excel file to fetch productive hours for the complete process.

Worked as Sr. SME Operations- Onfido:- (2018-2021)

• Responsible for monitoring real-time queues.
• Conducting effective refresher sessions and auditing the transactions.
• Ensure team members achieve agreed work standards.
• Participating in internal and external calibration calls.
• Managed a team of at least 18-20+ executives.
• I have visited Vizag for transition of business, have supported 120+ analysts, trained the newly promoted OM, AM’s and SME’s about operational function.

Worked as Senior Practitioner- Amazon:- (2016- 2018)

• Worked in multiple LOB’s of Chat & E-mail Seller Experience (US, UK).
• Also, worked as outbound representative to drive customer experience and resolving their pending issues.

• Having 14 months experience in Snapdeal.
• Worked as a Customer Care Representative for (Inbound process).
• Went to Chandigarh for the transition of business outsourcing in CSPL (Competent Synergies Private Limited).
• Post completing the transition in Chandigarh I have handled Customer First Group Escalations, Social Media Escalations, CEO Escalations in Delhi at primary office, the plan is to provide resolution to the customer at utmost priority.

• Having 6 months experience in Home Shop 18, (Inbound Process)
• I have done cross and up selling both in this organization apart from that dealt with customer service related concerns.