Dhiren Sharma
Chennai
Summary
Resilient and strategic professional with 3 months in Customer Success and 17 months in Digital Customer Support. Possessing a PGDM in Marketing, aspiring Customer Success Manager dedicated to ensuring Customer satisfaction, Fostering relationships, and Contributing to organizational growth.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Success Manager
New Wave Computing
Chennai
03.2024 - Current
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Responsible for meeting the overall top-line and Bottom-line targets of a specific Product line, solution line, or business line
Retail Sales Intern
Wow Momos
Chennai
10.2023 - 12.2023
- Responsible for initiating & managing in-store Promotional activity (Successful sale of 125 Packets of Momos to direct customers)
- Selling in GT Trade (15 new GT stores onboarded)
- Merchandising in high throughput outlets.
Digital Customer Support and Operations Analyst
NatWest
08.2020 - 01.2022
- Took initiatives to improve customer service procedures resulting in achieving a target CSAT score of 95%
- Respond to customer queries within a stipulated time of 3 minutes (Read to Respond Time)
- Met deadlines for responding to customer queries and maintaining average response time of under 15 minutes.
Education
PGDM - Marketing
Jagdish Sheth School of Management - Bengaluru
Bachelor of Commerce -
D.G Vaishnav College - Chennai
Class XII - Commerce
Sindhi Model School - Chennai
Skills
- Communication
- Analytical Thinking
- Strategic Thinking
- Retail Sales
- Customer Service
- Tableau
- Power Bi
- SPSS
Certification
- 11/01/2020, Professional Banking, Chartered Banker Institute (U.K)
- 09/01/2022, Marketing Mix Fundamentals and Capstone, IE Business School - Coursera
- 09/01/2023, Red Bull On-Premise Sales And Job Simulation, Forage
- 12/01/2023, Customer Value In Pricing Strategy, University of Virginia, BCGCoursera
- 12/01/2023, Branding & Customer Experience, IE Business School-Coursera
Accomplishments
- Received Spot Ovation in NatWest in December 2020 for organizing team huddles and events.
- Cleared the Common Proficiency Test (CA Examination entrance) with 144 marks out of 200 in 2017.
- Certified freestyle dancer by Dancirra School of Dance (Chennai) in 2017.
Hobbies and Interests
- Road Trips - (2 trips in a year)
- Cycling- 10 kms in a day
- Dancing - Freestyle
Projects
- Request for Problem- Max Protein, 5 Months, Analyzed customer feedback for Max Protein, implementing strategic solutions for packaging, advertising, product variants, pricing, and retail relationships. We aimed to enhance customer satisfaction and loyalty, providing comprehensive recommendations for market positioning.
- Research Incubation (RI) Project- Licious, 4 Months, The project aims to provide insights and actionable recommendations for Licious to improve its customers' perception by effectively competing with local butcher shops, ultimately driving growth and customer loyalty.
- New Product/Service Development and Branding- Expantrix, 3 Months, Venturing a new service model by identifying the consumer pain point, building target consumer portrait, brand anatomy, brand sensorial, brand name, logo, tagline, advertisement film, and creating an execution plan.
- Transformation based on Design Thinking- Truffles, 6 Months, To transform Truffles, a Design Thinking project was started with the following goals: decreasing the number of walkaway customers by 20%, cutting waiting times by x/4, enticing consumers to order 30% more takeaway, and maximizing the dining area.
Languages
English
Bilingual or Proficient (C2)
Hindi
Advanced (C1)
Sindhi
Intermediate (B1)
Tamil
Elementary (A2)
Timeline
Customer Success Manager
New Wave Computing
03.2024 - Current
Retail Sales Intern
Wow Momos
10.2023 - 12.2023
Digital Customer Support and Operations Analyst
NatWest
08.2020 - 01.2022
PGDM - Marketing
Jagdish Sheth School of Management - Bengaluru
Bachelor of Commerce -
D.G Vaishnav College - Chennai
Class XII - Commerce
Sindhi Model School - Chennai