Dinkar Shelar
Pune
Summary
Dynamic and results-driven leader with 16+ years of proven success in managing customer success, SaaS operations, and supply chain risk management for global clients. Expert in driving customer satisfaction (CSAT, NPS), renewals, and upselling while ensuring product adoption and account health.
PMP certified project manager to adept scaling operations, leading cross-functional teams, and delivering value-driven results aligned with customer needs. PMP certified with a strategic approach to process optimization, stakeholder management, and performance improvement. Seeking a senior leadership role to leverage expertise in SaaS project management and operational excellence to drive growth and transformation.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Senior Manager Customer Success (SaaS & Data Service)
Resilinc Solutions Ltd.
10.2018 - Current
- Leading the entire gamut of program related to Supply Chain Management, including management of account lifecycle by collaborating with clients, tracking delivery, and ensuring the services are deployed as per needs
- Constantly upgrading the knowledge of products and services, interacting with customers to understand service-related and accordingly suggest the best solutions by gaining a complete overview of business requirements
- Led the transformation of the customer success function, resulting in a 15% increase in product adoption and a 10% improvement in NPS scores
- Spearheaded initiatives that contributed to a 20% growth in account renewals and successfully upsold to key clients, driving a 12% revenue increase
- Streamlined inter-departmental communication, reducing service response times significantly to gain customer confidence
Team Manager
Capita India Ltd.
04.2016 - 10.2018
- Led and oversaw the performance of a team consisting of over 40+ Web-Chat customer service advisers while working closely with major Telecom providers like O2, UK
- Generated strategic weekly Key Performance Indicator (KPI) targets, motivating and incentivizing staff to continually achieve and exceed expectations
Assistant Manager – Contact Center Operations
Meru Cabs Pvt. Ltd.
01.2015 - 03.2016
- Delivered a wide array of functions, including managing daily team activities, tracking progress for achieving process objectives and ensuring they are in lines with the set business targets across all 3 business divisions including 52 FTE
- Enhanced staff performance by offering training and mentorship to less experienced employees, leading to the accomplishment of organizational objectives
Team/ Group Leader
Emergence Technology Solutions Pvt. Ltd.
02.2011 - 12.2015
- Contributed to the operations of close family-owned business
- Managed daily team activities by mentoring and guiding them through the training process to achieve team objectives in line with the defined outbound Sales & Operational targets
Senior Customer Services Advisor/ Sales Coach/ Team Coach
Intelenet Global Services
08.2007 - 09.2010
- Managed customer service and sales for major banks and credit card providers, such as Barclaycard UK
- Successfully handled inbound calls in the credit card domain, resolving queries, handling grievances, and offering General Insurance products
Education
Post Graduate Diploma in Management (PGDM) - Human Resource Management
Welingkar's Institute of Management
Mumbai, MH01.2014
Bachelor of Science (B.Sc.) - Hotel & Hospitality Management
Institute of Hotel Management Catering & Nutrition
Shimla, HP01.2005
Skills
- PMP Certified
- Strategic Planning & Leadership
- SaaS Project Management
- Customer Success & Retention
- Supply Chain Risk Management
- Account Growth & Upsell Strategy
- Operational Excellence & Optimization
- Cross-functional Leadership
- NPS & CSAT Improvement
- Change Management
- People & Performance Management
- Strategic Planning
Projects
- Managed concurrent SaaS implementation projects across various sectors including Automotive, High-tech, and Life Sciences.
- Spearheaded a successful proof of concept (POC) with a major European Food & Beverage leader, resulting in securing a lucrative multi-year contract for the company.
Certification
- PMP Certification, Project Management Professional
- ISO 27001, Information Security Management System, Bureau Veritas, 2019
- Active Manager, from Bearing Point UK 2018
Hobbies and Interests
- Exploring a variety of films and streaming content online
- Engaging in sports and physical activities
Languages
English
Advanced (C1)
Hindi
Advanced (C1)
Timeline
Senior Manager Customer Success (SaaS & Data Service)
Resilinc Solutions Ltd.
10.2018 - Current
Team Manager
Capita India Ltd.
04.2016 - 10.2018
Assistant Manager – Contact Center Operations
Meru Cabs Pvt. Ltd.
01.2015 - 03.2016
Team/ Group Leader
Emergence Technology Solutions Pvt. Ltd.
02.2011 - 12.2015
Senior Customer Services Advisor/ Sales Coach/ Team Coach
Intelenet Global Services
08.2007 - 09.2010
Bachelor of Science (B.Sc.) - Hotel & Hospitality Management
Institute of Hotel Management Catering & Nutrition
Post Graduate Diploma in Management (PGDM) - Human Resource Management
Welingkar's Institute of Management
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