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DIMCY CHHABRA
Senior Operations Specialist
Delhi
Summary
Seasoned Operations Specialist with 4.6 years of experience optimizing workflows and driving customer engagement. Successfully led teams of customer engagement executives. Proficient in streamlining onboarding processes and leveraging technology for efficiency.
Overview
5
5
years of professional experience
34
34
years of post-secondary education
3
3
Languages
Work History
Customer Engagement Specialist
Thomson Digital
08.2023 - Current
- Developed client engagement strategies within the B2B SaaS environment, fostering strong professional relationships by delivering exceptional operational services.
- Led a dynamic team in charge of collecting and analyzing client feedback to elevate overall customer satisfaction. Spearheaded the development and implementation of a streamlined feedback collection process, yielding a remarkable 20% increase in response rates.
- Successfully managed multiple projects simultaneously by prioritizing tasks, streamlining workflows, and delegating responsibilities to the appropriate team members.
- Streamlined customer onboarding processes through efficient utilization of email and WhatsApp channels, leveraging the Engati platform and mail merge functionalities to orchestrate seamless experiences for clients. Ensured prompt communication and personalized interactions, enhancing overall customer satisfaction and engagement.
Assistant Manager Escalations (Operations)
LaunchMyCareer
12.2021 - 08.2023
- Analyzed and monitored 500+ customer Problem Reports (PRs), identifying and managing key escalation trends in CRM-Salesforce and Knowlarity; implemented targeted solutions that reduced customer support response time by 40%.
- Partnered with cross-functional teams to swiftly address and resolve customer concerns, upholding exceptional levels of customer satisfaction through effective problem-solving and collaboration.
- Managed a dedicated team of customer success executives, providing leadership, guidance, and support to ensure the delivery of exceptional service, proactive client engagement, and the achievement of key performance metrics.
- Managed communication and issue resolution with key vendors such as Salesforce and Ameyo to address any CRM-related issues promptly, ensuring uninterrupted service and optimal performance for our customer relationship management systems.
- Created detailed reports on team performance metrics for upper management review, highlighting successes and opportunities for development.
Academic Coordinator
Institute Of Marketing And Management
06.2021 - 11.2021
- Managed the backend operations of webinars and events related to international programs, overseeing logistical aspects and ensuring seamless execution.
- Organized conferences, seminars, and guest lectures to enrich the educational experience of students and faculty alike.
- Implemented strategies to increase student recruiting, engagement and retention.
- Facilitated cross-functional collaboration, orchestrating the alignment of diverse teams to drive project success and bolster operational effectiveness, thereby advancing organizational goals.
Education Counsellor
Collegedunia Web Pvt. Ltd.
07.2019 - 04.2021
- Counsel students and their parents regarding admission procedures and courses offered through online sessions, phone calls, emails, and chats.
- Maintained accurate and up-to-date customer records and interactions within the CRM (Dialer) system, enhancing communication efficiency and tracking customer responses.
- Handled the client colleges of North Zone and a team of 20 FTE (Counselors).
- Served as a pivotal link between educational institutions and students, conducting thorough research and analysis to deliver actionable insights. These efforts drove operational improvements and informed strategic decision-making processes.
Education
Master of Arts - Psychology
Banaras Hindu University
Varanasi, Uttar Pradesh 04.2001 - 04.2019
Bachelor of Arts - Applied Psychology
University of Delhi
Delhi, India 04.2001 - 04.2017
Skills
Six Sigma Foundations
Interests
Writing
Travelling
Timeline
Customer Engagement Specialist
Thomson Digital
08.2023 - Current
Assistant Manager Escalations (Operations)
LaunchMyCareer
12.2021 - 08.2023
Academic Coordinator
Institute Of Marketing And Management
06.2021 - 11.2021
Education Counsellor
Collegedunia Web Pvt. Ltd.
07.2019 - 04.2021
Master of Arts - Psychology
Banaras Hindu University
04.2001 - 04.2019
Bachelor of Arts - Applied Psychology
University of Delhi
04.2001 - 04.2017