Dhruv Arora
New Delhi
Summary
Dynamic professional with extensive experience in employee training and customer service excellence at Concentrix Daksh. Developed impactful training programs that enhanced team performance through effective communication and collaboration. Skilled in compliance assurance and process improvement, driving operational enhancements and fostering a culture of continuous learning.
Overview
2026
2026
years of professional experience
1
1
Certification
Work History
Senior Subject Matter Expert
Concentrix Daksh Services India Private Limited
New Delhi
06.2020 - Current
- Collaborated with cross-functional teams to enhance service delivery.
- Provided subject matter expertise during meetings with senior leadership team members in order to discuss potential opportunities or challenges.
- Developed and delivered training programs for new employees.
- Analyzed customer feedback to identify areas for improvement.
- Maintained documentation of procedures and knowledge resources.
- Supported project planning by offering subject matter expertise.
- Ensured compliance with company policies and industry standards.
- Managed multiple projects simultaneously while adhering to tight deadlines.
- Monitored operations and reviewed records and metrics to understand company performance.
- Offered one-on-one support for team members and managers to drive continuous improvement.
Trainer
Concentrix Daksh Services India Private Limited
New Delhi
- Developed training materials for new employees at Concentrix Daksh.
- Conducted onboarding sessions to integrate staff into company culture.
- Facilitated workshops on customer service best practices for trainees.
- Evaluated trainee performance through assessments and feedback sessions.
- Collaborated with management to identify training needs and gaps.
- Provided ongoing support to employees during their learning phase.
- Implemented interactive training techniques to enhance engagement and retention.
- Trained newly hired top talent to fill key positions and maximize productivity.
- Documented all training activities including attendance records, feedback forms, surveys.
Education
Bachelor of Computer Applications -
Trinity Institute of Professional Studies
New DelhiSkills
- Customer service
- Employee training
- Training development
- Compliance assurance
- Performance evaluation
- Team collaboration
- Process improvement
- Effective communication
- Time management
- Problem resolution
- Training and mentoring
- Problem-solving
- Team leadership
Certification
- Microsoft certified network associate.
- Cisco certified network associate.
Accomplishments
- Won the COA (Customer Obsession Award) 2-3 times
- Won the top scorer award from the client.
Timeline
Senior Subject Matter Expert
Concentrix Daksh Services India Private Limited
06.2020 - Current
Trainer
Concentrix Daksh Services India Private Limited
Bachelor of Computer Applications -
Trinity Institute of Professional Studies
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