Summary
Overview
Work History
Education
Skills
Affiliations
Certification
Languages
Accomplishments
Educational Qualification
Timeline
DHEERAJ CHOPRA

DHEERAJ CHOPRA

11/1 New Rashid Market, Street-7

Summary

Assistant Manager-Operations at Concentrix with 3.5 years of experience in leadership and operational efficiency. Proven track record in enhancing team performance through effective training and engagement strategies. Skilled in problem-solving and implementing changes that drive organizational success. Strong background in customer service and team building, fostering a motivated workforce.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Assistant Manager of Operations

Concentrix
Gurugram
10.2021 - Current
  • Managed operations to ensure timely SLA delivery and high employee and customer satisfaction.
  • Established and nurtured client relationships to foster operational cohesion and future growth.
  • Organized resources, set goals, and implemented strategic plans for tactical day-to-day functions.
  • Monitored work schedules of staff, documenting attendance and absences effectively.
  • Coached team leads to enhance management skills and performance of their respective teams.
  • Identified and drove continuous improvements and initiatives within processes.
  • Created automated Excel tool to track productivity across operations.
  • Led a team of 18-20 executives, conducting refresher training sessions and ensuring adherence to work standards.

Customer Care Representative

Snapdeal
Delhi
02.2015 - 05.2016
  • Accumulated 14 months of experience in customer care at Snapdeal.
  • Served as Customer Care Representative for inbound process, enhancing service delivery.
  • Facilitated business outsourcing transition in Chandigarh for Competent Synergies Private Limited.
  • Handled escalations from Customer First Group, social media, and CEO in Delhi office.

Customer Care Representative, Executive

Magus Customer Dialog
Delhi
07.2014 - 01.2015
  • Executed cross-selling and up-selling strategies to enhance sales performance within six months at Home Shop 18.
  • Addressed customer service issues, ensuring timely resolution and improved satisfaction.

Education

B.A. - Programme

Delhi University
05.2014

XIIth -

Vivekanand School (CBSE Board)
04.2011

Xth -

Vivekanand School (CBSE Board)
04.2009

Skills

  • Employee supervision and team leadership
  • Problem-solving and process improvement
  • Staff development and scheduling
  • Decision-making and data analysis
  • Proficient in MS Office

Affiliations

  • Received Unsung Hero award for Aug, 2019 in Concentrix.
  • Received Star Award for Employee of the Year, 2017 in Concentrix.

Certification

  • Certified in May 2025 for Career Essentials in Generative AI by Microsoft and LinkedIn
  • Participated in the Youth Parliament in 2010 at Hillwoods Academy
  • Secured 3rd position in the Newspaper Editing (Group) Competition, 2009
  • Participated in the CBSE North Zone-I Chess Championship in 2006
  • Participated in the International Informatics Olympiad in 2005, organized by Silverzone

Languages

Hindi
First Language
English
Advanced (C1)
C1

Accomplishments

  • Promoted as Assistant Manager of Operations in 2021 for Macy's account
  • Promoted as Sr. SME (operations) in the Onfido process of Concentrix in the year 2018

Educational Qualification

other

Timeline

Assistant Manager of Operations - Concentrix
10.2021 - Current
Customer Care Representative - Snapdeal
02.2015 - 05.2016
Customer Care Representative, Executive - Magus Customer Dialog
07.2014 - 01.2015
Delhi University - B.A., Programme
Vivekanand School (CBSE Board) - XIIth,
Vivekanand School (CBSE Board) - Xth,

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DHEERAJ CHOPRA