Dhiraj Gupta
Operations & Delivery Management || Transition- Project Management || Process Excellence & Business Analytics || Quality Assurance || E-commerce Management
Summary
Experienced professional with over 11 years in roles at Tech Mahindra, WIPRO and Kotak Securities & Inspire Sports. Demonstrating expertise in managing Digital Media platforms, Telecommunication, Securities & Broking firm & E-commerce business with the skill set in Optimizing processes, Operations and Delivery, Client servicing for Voice/ Non-voice & Social Media, Process Excellence & Business Development and Implementing Automation tools. Currently excelling as E-commerce Manager for Racquethub India Pvt Ltd (Inspire Sports), leading initiatives to enhance customer experiences and managing vendor partnerships. Proven track record in achieving process milestones, expanding business lines, and driving efficiency. Strong communicator with excellent analytical and presentation skills.
Overview
11
11
years of professional experience
1
1
Language
Work History
E-commerce Manager
Racquethub India Pvt Ltd (Inspire Sports)
2024.02 - Current
- Responsible for managing E-commerce business for Tennishub.in. The key role and responsibility contributes towards managing Cataloging & Inventory management, Managing Day to Day Operations & Order Processing for the Tennishub website. It also contributes towards managing Customer Service team, providing end to end customer support to the users, Enhancing Customer Experience.
- Tennishub is an aggregator providing all Tennis sports related equipment’s for the professional and beginner Tennis players in India. We have tie-up with major brands towards servicing Tennis equipment’s to our Tennis sports players. We guarantee in servicing with Lowest Prices, Genuine Products and Free & Fast Delivery with Easy Return policy.
- Working on the E-commerce Tools- Unicommerce (Uniware)- Order Processing & Order Tracking, Majento- Cataloging & Inventory management, Exotel- Customer support/ servicing, Razorpay- Payment processing, Delivery & Blue Dart courier sites for order tracking.
- Daily Tracking of the orders with the courier partners Delhivery & Blue Dart towards servicing the customers with fast delivery via air and surface dispatch. Speeding on the priority order dispatch.
Senior Manager
Kotak Securities Ltd
2022.11 - 2024.01
- Responsible for managing product In-App feedback and Reviews for Kotak Neo- Google Play Store and App Store reviews.
- Additionally worked on Process Excellence initiatives, focused and enhanced product & process with eliminating process challenges and enhancing the customer experience journey. Providing Business development & Product Improvement suggestions.
- Managing & Reviewing Vendor Partner towards catering Email business for Kotak Securities. The Key responsibilities include reviewing daily business KPIs for Email support, driving team productivity, and reviewing daily In-process escalations emails towards improving the NPS scores for the product.
- Presenting performance data and reviewing it with Business Head in-lined to key portfolio under my management.
- Presenting fortnight VOCs for the feedbacks received with Complaint Types, Feature Requests and Global Issues to Business Head.
- Share Monthly Analysis with product, process, advisor and other challenges and highlight pain points, share recommendations, and specify requirements to enhance the overall customer journey and experience.
- Proficiently managed internal CRM tool and successfully migrated to Salesforce CRM.
- Additionally, I conduct monthly reviews with leadership team and our vendor partners, focusing on their KPI performances and mapping efficacy for continuous improvement.
- Worked on Google workspace, Google online and Spread sheets for daily actionable. Efficiently worked on Slack- Internal communication tool towards complaint reduction, daily track on the feedbacks received & discussion for Feature requests consideration with competitor analysis.
Associate Manager
Tech Mahindra Ltd
2017.08 - 2022.11
- Executed the Transition of the customer service support team. Responsibly set-up the CSE Team for Tech Mahindra in collaboration with their Business for the Global Digital Media platforms for Hotstar India & Global and ZEE5 India & Global.
- Key responsibility during transition was in forming the core CSE support team, aspects from interviewing and hiring the CSE team (Associates & Support Staff), coordinating with Internal CS team with the Floor set-up (defining desk- Voice & Non-voice), Content and module creation for training, Branding of the Floor, coordinating with the IT team with the whitelisting of the URL’s and tools supporting the supporting the customer service team, Train the Trainer (TTT) sessions from the client, Planning and execution of Training and Go Live, Training and certification for the CSE team, Preparing SOPs for the line of business support (RMG, Training, Quality and Operations).
- Post transitioning the business and going Live, managed Operations for these accounts Hotstar & ZEE5. Managed B2B (Servicing clients/ business partners) & B2C (servicing customers/ end users) with more than 65 associates, also with seasonal ramp-up to 120 associates.
- Accomplished complete hands on to CRM tools such as Salesforce, Fresh Desk, ZOHO Desk, Simplify 360, and Knowlarity-Super Receptionists inline to customer service.
- Successfully met and delivered process KPIs as per MSA) for these accounts during Beta period and till tenure of these businesses with Tech Mahindra.
- Achieved process milestones by expanding Line of Business from Voice, Email, Chat, and Social support. Established and formed Global inbound calling team, Resolution team by forming Complaint Management/ Retention desk, NPS Calling team, and WhatsApp Video Calling support.
- Business KPIs & performance review done with the business partners (Hotstar & ZEE5) via WBR, MBR & QBR basis the calendar planned.
- Kept Process Excellence approach, did SWOT analysis, presented and offered solutions to client towards preserving business integrity and enhancing customer experience.
- Implemented automation in process, incorporated tools like Decision Tree and CBMS (Call Back Management System) to enhance efficiency in customer service.
Senior Quality Analyst
WIPRO Ltd
2012.11 - 2017.07
- Employed by a prominent Global Media and Telecommunication Giant based in the UK- British Telecom. Did quality analysis and shared findings for the customer service team with their line of support (Voice & Non-voice).
- Presenting weekly analysis and findings to team for the Quality Monitoring. Did Root Cause Analysis on executive-level complaints specific to the site, aiming to identify underlying issues and develop effective resolutions towards customer excellence and enhancing their experience.
- Did Fishbone analysis and presented it findings towards process excellence and improvement. Did monthly ACPT analysis to improve CSAT performance and NPS scores for the process.
- Additionally, I authored a comprehensive Feedback Efficacy report, utilizing findings to create Training Needs Identification (TNI) framework for process enhancement.
- I facilitated both Internal and External calibration sessions, overseeing On-the-Job Training (OJT) teams through random audits and constructive feedback. Engaging in Coaching Sessions, worked to cultivate a strong understanding of process policies and compliance. Conducted sessions for Calls & Email etiquette among the OJT teams, fostering a responsive approach.
- Furthermore, I conducted rigorous Quality Gating Assessments for OJT batches, offering tailored coaching to support their growth and enable them to excel in their assessments.
Education
BMS(Finance) -
Mumbai University
2024.01 - 2012.01
H.S.C. - undefined
Mumbai University
S.S.C - undefined
Maharashtra Board
Skills
Good Communication
Interpersonal skills and Motivational skills
Good Analytical & Presentation skills, Effective Presentation & Reporting
People Management & Client Management/ Client Servicing
MS Office, MS PowerPoint & MS Excel & Word
Google Workspace, Google Online & Spread Sheets, Service Now
CRM Tools- Salesforce, Fresh Desk, ZOHO Desk, Simplify 360, and Knowlarity-Super Receptionists E-commerce Tools- Unicommerce (Uniware), Majento, Exotel and Razorpay
Timeline
E-commerce Manager
Racquethub India Pvt Ltd (Inspire Sports)
2024.02 - Current
BMS(Finance) -
Mumbai University
2024.01 - 2012.01
Senior Manager
Kotak Securities Ltd
2022.11 - 2024.01
Associate Manager
Tech Mahindra Ltd
2017.08 - 2022.11
Senior Quality Analyst
WIPRO Ltd
2012.11 - 2017.07
H.S.C. - undefined
Mumbai University
S.S.C - undefined
Maharashtra Board