Summary
Overview
Work History
Education
Skills
Interests
Timeline
OperationsManager

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

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Interests

Reading

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

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DIMCY CHHABRASenior Operations Specialist