Dheeraj Shetty
Hyderabad
Summary
Dynamic professional with a proven track record at Bharthi Airtel D2C, excelling in team management and operational strategy. Recognized for enhancing sales performance and resolving customer complaints effectively. Skilled in data analysis and passionate about training and development, driving teams to achieve outstanding results and high customer satisfaction levels.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Store Op
Bharathi Airtel D2C
Hyderabad
02.2022 - Current
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Worked along with AF to improve the sales and growth of the business in postpaid, BB, and Airtel Black.
- Handled store catchment by conducting activities in the market along with the XFE and HDO teams to provide brilliant services and improve sales conversion.
- Handle the market visits of both the Circle and Central teams (handle Gopal Sir and Sunil Taldar Sir) at my store.
- I drove the postpaid and all lines of business of the zonal team, which was under my account manager.
- Working on a new project for the BBC in my zone, and also working on lead management.
- Handling the store's overall operation, including both sales, services, and facilities.
- Resolved customer complaints in a timely manner while maintaining excellent relations with customers.
- Established store tactics and strategies to achieve operational performance and sales goals.
- Maintained records of daily transactions using point-of-sale systems.
- Created weekly schedules for staff members according to business needs.
- Oversaw inventory management through cycle counts, audits and shrinkage control.
Team Leader/ Quality Analyst
Hinduja Global Solutions Ltd.
Hyderabad
05.2017 - 10.2021
- Provided direct supervision of a team of 20 or more representatives.
- Set expectations, analyzed and managed performance, monitored schedule adherence, and motivated performance.
- Monitored representatives for quality assurance, and attended client calibration sessions.
- Provided coaching, development, and two-way feedback to motivate high performance and productivity.
- Analyzed all areas of opportunity to develop, document, and implement employee action plans for performance.
- Assigning new telephone number portability orders for Airtel Business from an inbuilt app called Siebel and Single Screen.
- Contact the help desk or customers on behalf of the team for any unclear information.
- Analyze trends in division to maintain and improve performance.
- Responsible for meeting key metrics, such as SLA date, install date, order entry accuracy percentage, and quality.
- Perform the KPI reviews for the team, and provide the report to the manager.
Sr. Team Leader
CBSL(ConneQt Business Solution Limited)
Hyderabad
10.2021 - 01.2022
- Maintained up-to-date records of all activities related to the team's operations.
- Coached, mentored and trained junior team members on their roles and responsibilities.
- Participated in recruitment processes such as interviewing potential candidates.
- Delivered outstanding service by interacting with customers, answering customer inquiries and handling customer complaints.
- Analyzed operational data to identify areas requiring improvement or optimization.
- Organized client meetings to provide project updates.
- Maintained open lines of communication with senior management, reporting team progress and challenges.
- Implemented strategic plans to enhance team performance and productivity.
- Monitored staff performance through observation, audits and reports.
Team Leader
ATPL (Altruist Technologies Private Limited)
05.2018 - 10.2021
- Company Overview: ATPL acquired the process from HGS in February 2020.
- Scrutinize and analyze customer complaints, and resolve them within the allotted time to achieve the highest C-SAT level.
- Evaluate the data of prospective customers to determine risk exposure and assign credit limits.
- Managing inbound and outbound customer calls by addressing their queries and resolving multi-level escalations.
- Encourage the team members to achieve the highest level of C-SAT by conducting relevant training on customer data management and call handling.
- Reviewing process performance against SLAs and KPIs.
- Analyzing performance, identifying root causes for variation, opportunities for improvements, and implementation of a controls framework.
- Interact with clients in presenting performance dashboards.
- Ability to manage a large team, providing leadership and vision.
- Motivate the team to achieve business objectives.
- Mentor and provide support to teams in their growth aspirations.
- Team performance appraisals guide teams against their weaknesses and encourage them in their strengths to get the best out of the teams.
- Possess strong communication, interpersonal, analytical, and relationship management skills.
- Quality Analyst.
- As a Quality Analyst, I worked on the process of DT adherence to deliver 100% resolution to the customers.
- Avoided the repeat of generating customers by implementing a new audit system and feedback mechanism to reduce repeats.
- Worked on the Customer C-SAT to improve the Customer Experience with Quality of Interaction.
Education
MBA - HR
Malla Reddy Institute of Management
01.2021
DEGREE -
AV College of Arts, Science and Commerce
01.2017
Intermediate -
KAKATHIA JUNIOR COLLEGE
01.2014
S.S.C -
VIJAYA MARY HIGH SCHOOL
01.2012
Skills
- Team management
- Communication
- People management
- Sales management
- Operational strategy
- Data analysis
Certification
Certified Lean Six Sigma Yellow Belt, Anexas Europe
Hobbies and Interests
- Driving bike
- Travelling New Cities
Disclaimer
I do hereby declare that all statements stated above are correct to the best of my knowledge and belief.
Languages
- English
- Telugu
- Hindi
- Marathi
Personal Information
- Telecom
- BPO
- Call Center
- Father's Name: Shetty Rajvilas
- Date of Birth: 07/29/96
- Gender: Male
- Marital Status: Single
Affiliations
- Best Store Manager for Q1 and Q2 FY 24
- Best Team Lead Operations FY 20-21
Languages
Hindi
First Language
Timeline
Store Op
Bharathi Airtel D2C
02.2022 - Current
Sr. Team Leader
CBSL(ConneQt Business Solution Limited)
10.2021 - 01.2022
Team Leader
ATPL (Altruist Technologies Private Limited)
05.2018 - 10.2021
Team Leader/ Quality Analyst
Hinduja Global Solutions Ltd.
05.2017 - 10.2021
MBA - HR
Malla Reddy Institute of Management
DEGREE -
AV College of Arts, Science and Commerce
Intermediate -
KAKATHIA JUNIOR COLLEGE
S.S.C -
VIJAYA MARY HIGH SCHOOL
Similar Profiles
Daillyn ShelkeDaillyn Shelke
Site Safety Officier at D2C EnviromentalSite Safety Officier at D2C Enviromental
Suraj NadubeedhiSuraj Nadubeedhi
Brand Embassador at D2CBrand Embassador at D2C
V.S. AravindV.S. Aravind
Senior Manager - HR at Bharathi Meraki Group of CompaniesSenior Manager - HR at Bharathi Meraki Group of Companies