Summary
Overview
Work History
Education
Skills
References
Languages
Certification
Timeline
Generic

Dheeraj Singh Tomar

Bhawani Mandi

Summary

Results-driven leader with over 6 years of experience in customer service and B2B support, including 3 years in team leadership. Expertise in managing high-performing teams, enhancing customer satisfaction, and streamlining processes in dynamic environments. Proven track record in leading cross-functional initiatives, coaching team members, and aligning team objectives with business goals. Ready to leverage leadership and client success skills in a Team Lead or Assistant Manager position.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Team Leader

Teleperformance DIBS
Jaipur
03.2022 - Current
  • Directed daily operations for a 20–25 member team, ensuring optimal resource allocation, productivity, and client satisfaction across support channels.
  • Implemented structured coaching frameworks and delivered regular feedback, boosting team performance by 15%, and achieving a 93% CSAT score.
  • Led cross-functional strategic motion projects that generated over $1,000 in additional revenue and strengthened customer retention.
  • Monitored key performance indicators (KPIs), identifying areas for improvement, and driving continuous process optimization.
  • Resolved complex customer escalations through proactive communication and root cause analysis (RCA), enhancing client trust and issue resolution times.
  • Collaborated with internal teams to align workflows, escalate technical issues, and streamline the customer lifecycle experience.

Subject Matter Expert

Teleperformance DIBS
Jaipur
11.2020 - 02.2022
  • Delivered advanced support on Adobe software products, guiding team members and clients through technical troubleshooting.
  • Facilitated peer development by mentoring a team of 15 to 20, resolving escalated concerns, and reinforcing product knowledge.
  • Developed internal training content and user documentation, promoting knowledge sharing, and self-service learning.
  • Supported the Team Leader in performance evaluations, shift scheduling, and quality audits to ensure SLA compliance.

Technical Support Engineer

Teleperformance DIBS
Jaipur
11.2019 - 12.2020
  • Served as primary point of contact for support relating to owned solutions and products.
  • Provided expert technical support for Adobe video editing applications, offering assistance to users facing software-related challenges.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve application performances.

Customer Support Executive

Teleperformance DIBS
Jaipur
11.2018 - 10.2019
  • Managed approximately 150 weekly customer inquiries, prioritizing first-contact resolution for complex technical issues.
  • Identified patterns in recurring support cases, contributing insights that led to a 15-minute improvement in average resolution times.
  • Communicated effectively with clients, ensuring a positive customer experience, and supporting continuous service improvement.

Education

Bachelors Of Science -

Subodh PG College
Jaipur
07.2018

Skills

  • Customer Success and Retention
  • Team Leadership and Coaching
  • Operational Management
  • KPI Optimization and Reporting
  • Root Cause Analysis (RCA)
  • Escalation Management
  • Process Improvement
  • MS Office (Excel, PowerPoint, Word)
  • Salesforce (CRM) and Gainsight (Exposure)
  • SaaS and B2C support
  • Technical Support (Adobe CC)

References

Dhruv Banerjee, Assistant Manager, +91(8081252182, dhruv.banerjee1@teleperformance.com

Languages

  • English
  • Hindi

Certification

  • Adobe Certified Professional in Content Creation and Marketing Using Adobe Express

Timeline

Team Leader

Teleperformance DIBS
03.2022 - Current

Subject Matter Expert

Teleperformance DIBS
11.2020 - 02.2022

Technical Support Engineer

Teleperformance DIBS
11.2019 - 12.2020

Customer Support Executive

Teleperformance DIBS
11.2018 - 10.2019

Bachelors Of Science -

Subodh PG College

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