DHIRENDER GOSAIN
New Delhi
Summary
Adept at driving significant customer service improvements and operational efficiencies, I leveraged leadership and adaptability to excel as a Key Account Manager at Stemz Global. My tenure is marked by enhancing account performance and developing key partnerships, showcasing a blend of organizational skills and account analysis expertise.
Overview
16
16
years of professional experience
Work History
Manager Call Center
Oneplus
Bangalore/Noida
04.2022 - Current
- Leading Oneplus in-house center, from team building to go live
- Setup process like Chat, Social Media, OB and finalized SOP
- Identified vendors for Chat, payroll and Infra
- Setup Amazon process for live chat assistance
- POC for all Call center payment for partner/vendor and their performance, penalty other agreement parameters
- Key Account Manager for Amazon/ E.com projects for OnePlus Eco tech and Service platform
Key Account Manager
Stemz global
Gurgaon
07.2020 - 06.2021
- Managing COVID RTPCR/QMC Project Operations, B2B & B2C sales, Customer Service and Contact Center, India and Overseas
- Was Key account Manager for Indigo, Yatra, looking after regular staff’s covid test, report and Dr consultation-online and other deliverables as per the contract
- Initiated the Operation process SOP and Training for COVID projects train team and was team SPOC across Globe
- Built Process flow process and customer touch points
- Initiated Chat Process, Operations SPOCS Website queries and project workflow
- Freeze FAQ, and Templates for the process
- Customer Interaction, escalation handling
- Lab tie ups Across Globe and sample tracing from booking till Report generation
- QA sheets for call center, Operations and Incident Report for any issue with high severity
Manager Call Center
Nayati Healthcare
Noida
07.2019 - 06.2020
- Plan for Outreach and Marketing related campaigns to make it more effective and success
- Weekly review QA scores of the agents and the review subordinate achievements
- Managing multiple hospital tie-ups with Practo etc
- Monthly review SOP for better customer experience and smooth operation
- Monthly submit review with the management of the overall department performance
- Do team review on weekly basis and other operational and technical issues
- Directly involved with vendors on the operational issues whenever faced
- Manages overall Patient OPD and IPD feedback with CRMWho entertain patient for Max services like Pathology, Nursing, Pharmacy etc
- Maintain SIP to make customer experience more smoother and discuss it with management for further implementation
- Perform skip level meeting to know the inside of the team
Deputy Manager-Contact Center
Max@home
Gurgaon
08.2018 - 03.2019
- Handling 30 team Of Business MIS, Quality, Sales Team & CC (inbound & outbound) supervisors and executives
- Manages inbound team of 10 individuals including 2 TL and overall 25 L1 agents, who entertain patient for Max services like Pathology, Nursing, and Pharmacy etc
- Manages Outbound team of 20 individuals including 2 TL and 18 agents who out dial Max existing patient for inbuilt packages, Repeated pharmacy, Discharges and international patients
- Publish monthly MIS dashboards of sales, Targets, Quality scores, Call count, Trends, Daily performance, BTD, Reports etc
- Also control team based in hospitals of executives for Daily OPD, Corporate clients KIOSK for pharmacy
- Utilize share team resources .i.e
- IT engineer, Admin executive, Dialer executive etc
- Submit RCA to Management for complaints
Sr Lead Team
Microland
Gurgaon
12.2016 - 04.2018
- Handle outbound/Inbound team of 20 executives who use to entertain Dealers queries and customer queries
- Team of executives who use to entertain walk-in customer at dealer sites
- POC for South India locations
- Providing quick call support to customers and dealers (International)
- Quarterly customers review on Team performances
- Based on the customers feedback
- Inventory & Stock report to be submitted and crosschecked on monthly basis
- Vendor escalation matrix to be updated on monthly basis
- KB article and SOP to be updated and should be regularized on monthly basis
Assistant Manager Customer Support
PC Solution
Gurgaon
04.2014 - 07.2015
- Providing it/Operation services to American Express, As Shift Manager
- Approx
- 25 Team size
- Managing the Amex operations by providing end to end support for Process JAPA region Inbound
- Taking care of the roles and responsibility of my team and work according to the client SLA
- Managing the team performance by keeping the track of their work and efficiency
- Strictly monitoring the ongoing task and activities related to ongoing projects
- Leading the projects, Submitting daily progress report to client
- Helping the team to gain experience and growth in their field by supporting them when ever required
- Maintaining the shift roster of the team, on the basis of the business requirement and Tracking shift handover documentation part
- Arranging time to time meetings and team hurdles to discuss quick issues and resolving them for team betterment
- Writing email to customer and updating them about their issue related to process and guiding them till resolution
- Monitoring Concierge desk and submitting the report on daily basis
Team Leader
Renovision
Gurgaon
07.2009 - 04.2014
- Handling a team of 12 executives of Delhi NCR
- Pitampura, NFC, Sec14 Gurgaon, Faridabad & Home Office
- Looking and managing DLF Pramerica Walking customer
- Customer issue and providing them solution
- Maintain checklist and other reports for walk-in customers and submit to client end of the day
- Handling team who strictly monitors DHFL customer query mailbox and replying to customer with in the TAT and resolving their query
- Out calling in open market for DLF TPD market
Education
B.com - Regular
Monad University
Skills
- Adaptability
- Leadership
- Fast Learner
- Customer Service
- Organizational Skills
- Leadership Skills
- Account performance analysis
- Key Account Manager
- Account development
Timeline
Manager Call Center
Oneplus
04.2022 - Current
Key Account Manager
Stemz global
07.2020 - 06.2021
Manager Call Center
Nayati Healthcare
07.2019 - 06.2020
Deputy Manager-Contact Center
Max@home
08.2018 - 03.2019
Sr Lead Team
Microland
12.2016 - 04.2018
Assistant Manager Customer Support
PC Solution
04.2014 - 07.2015
Team Leader
Renovision
07.2009 - 04.2014
B.com - Regular
Monad University