Dhwani Gupta

1. Product Strategy and Roadmap Development:

• Work directly with the CEO and Vice-President to define and articulate the product vision and strategy. Develop and maintain product roadmaps that align with business objectives and market needs.
• Oversee the product development process from conception to launch, ensuring timely delivery and high-quality outcomes. Monitor progress and adjust plans as necessary to meet project goals.
• Track and analyze product performance metrics post-launch to identify areas for improvement and ensure products meet user expectations and business objectives.
• Continuously seek opportunities for product enhancements and innovations that will drive growth and improve user satisfaction.
• Conduct end-user testing, report bugs, and provide detailed feedback to improve the product before its final release.

2. Client Onboarding and Relationship Management:

• Increased team productivity by implementing streamlined processes and effective communication strategies.
• Facilitate the onboarding process for new clients, ensuring a seamless transition and positive initial experience.
• Set up introductory calls for new clients with relevant stakeholders to establish clear communication channels and address any initial concerns or questions.

3. Training Support and Coordination:

• Assist the training team with updates to the Learning Management System (LMS) based on materials created by the Instructional Design (ID) team.
• Develop and manage training calendars, plan training sessions, and share session details with the training team for newly onboarded clients.
• Review training decks created by the ID team to ensure accuracy and effectiveness.
• Collaborate with stakeholders to align the training team, clients, and the ID team, ensuring consistency and coherence in training delivery.

4. Team Management & Stakeholder Collaboration

• Manage a team of five, providing support and guidance to ensure they effectively meet client needs and contribute to overall team goals.
• Oversee the client support processes, ensuring high-quality service delivery and client satisfaction.
• Managed multiple projects simultaneously, ensuring timely completion and adherence to established budgets.
• Engage with cross-functional teams including engineering, design, marketing, and sales to gather requirements, prioritize features, and ensure successful product delivery.

• Part of the Learning & Development team responsible for day-to-day functional direction within the program training classroom environment, including new hire's progress monitoring for the duration of the training, providing coaching and developmental feedback and readiness recommendations.
• Identifies training needs and gaps in the organization, according plan the process knowledge tests and various surveys.
• Provides inputs on the development of specific training plans, prepares training materials/documentation, and delivers content.
• Accountability for ensuring all documentation and training material is up to date and useful, including confluence articles and LMS courses, driving operational excellence in training processes, training programs & content design, training assessment, PKT delivery, and evaluation across internal and external.
• Being responsible for follow-up post-training skill transfer that includes performance in terms of product knowledge, customer experience, and selling skills as well as tracking and developing training programs for improvement for live people.
• Coach and motivate team members including, ensuring that tasks are performed in line with and beyond the desired service level and Key Performance Indicators (KPIs), such as Customer Satisfaction, First-Call Resolution, CSAT etc.
• Drive continuous improvement initiatives in daily operations to promote an efficient, effective, and adaptable mindset amongst team members. Active participation in ad-hoc tasks, Track and monitor aging cases, escalate, perform root cause analysis and resolve as appropriate.

• Monitor all customer handling tasks (SalesForce, JIRA, to ensure the procedures, processes and timelines are followed and adhered to.
• To seek solutions, with regards to client's issue and to handle client's request to speak with supervisor.
• To handle social-escalation in the queue.

• To handle complaining clients when necessary (non-trading complaints): to investigate complaints and communicate with clients to resolve issues.
• Assist with chats, emails, calls during high volume hours.
• To perform full duties of Shift Leader on weekends and when is required.

• Handling USA's best telecommunication company's support and sales
• Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
• Provided primary customer support to internal and external customers in fast-paced environment
• Assisted customers with product selection based on stated needs, proposed use and budget
• Activation of new devices and SIM cards for AT&T network
• Assisting customers with Software updates by manually pushing the latest updates using IMEI of the devices