DINOOP Divakaran
Head - Customer Relationship
Kunnumkulam
Summary
Results-driven General Manager proficient in EdTech products. Specialized in increasing sales and maximizing team success. Talented motivator and leader with a decisive, hardworking, and resourceful approach. Proactive in Managing proficient in sales, service and business operations. Enthusiastic about driving business growth at Tata Classedge by leveraging 15 years of experience. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
19
19
years of professional experience
7
7
years of post-secondary education
2
2
Certification
Work History
Head - Customer Relationship
Tata Classedge
Remote - Mumbai, Maharastra
04.2023 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Worked well in a team setting, providing support and guidance.
- Passionate about learning and committed to continual improvement.
- Managed time efficiently in order to complete all tasks within deadlines.
- Worked effectively in fast-paced environments.
- Worked flexible hours across night, weekend, and holiday shifts.
Zonal Head Academic Services
Tata Classedge
Remote - Thrissur, Kerala
11.2021 - 03.2023
- Cultivated long-lasting partnerships with key industry players by demonstrating exceptional negotiation skills.
- Achieved consistent growth in revenue generation with targeted sales strategies tailored specifically for each client segment.
- Continuously monitored competitive landscape analysis to maintain an up-to-date understanding of industry dynamics, informing strategic planning for the zone''s overall success.
- Analyzed performance metrics, adjusting strategies as needed to meet or exceed targets consistently.
- Leveraged data-driven insights to make informed decisions regarding staffing needs, budget allocations, and resource planning.
- Developed and executed comprehensive training programs for continuous skill enhancement of staff.
- Enhanced team productivity by implementing efficient zone management strategies.
- Resolved escalated issues promptly, minimizing negative impact on customers and maintaining company reputation.
- Conducted regular audits of facility safety standards, ensuring compliance with regulations and minimizing potential risks.
General Manager Sales & Operations
TATA CLASSEDGE
4 2018 - 10.2021
- Develop high quality business strategies and plans ensuring their alignment with short-term and long-term objectives
- Lead and motivate subordinates to advance employee engagement develop a high performing managerial team
- Suggest high-quality decisions to advance the business and increase profits
- Build trust relations with key partners and stakeholders and act as a point of contact for important shareholders
- Maintain a deep knowledge of the markets and industry of the company
- Oversee all operations and business development activities to ensure they produce the desired results and are consistent with the overall strategy and mission
- Enforce adherence to legal guidelines and in-house policies to maintain the company's legality and business ethics
- Review financial and non-financial reports of your zone to devise solutions or improvements
- Analyze problematic situations and occurrences and provide solutions to ensure company survival and growth
- Achieve the given targets of Sales, Academic and Technical interventions for the zone
- Task & responsibilities relevant as per the Quality Management System responsibility & authority matrix (HO & Field Staffs).
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
Senior Manager - Academic Services
TATA CLASSEDGE
04.2016 - 03.2018
- Monitor product usage; identify and implement methods to improve usage in the region
- Ensure implementation of all academic related processes in schools across the region
- Ensure high level of customer satisfaction in the academic parameters through prompt academic/ training interventions
- Maintain strong cross functional relationship to plan and determine priorities and implementation
- Manage and address content and academic service level escalations
- Achievement of academic revenue by identifying opportunities & organizing Teacher Empowerment Programs in schools across the region
- Identify areas of development in the team and organize training support in consultation with ZAH
- Monitor team performance and provide timely feedback
- Visit Gold/ Key account customers to monitor customer satisfaction on content and training related support
- Consolidate content related issues from the region & ensure timely resolution in co-ordination with the content team/ content mapping cell
- Conduct PTSA for Gold/ key accounts
- Conduct Go-live teacher training & digital pedagogy training for Gold/ Key account customers
- Selection & on-boarding of ETs for Gold and Key accounts Innovate and implement measures for increasing CE usage in schools across the region
- Organize/ conduct subject expert demos for business support Manage service levels In academic and content related parameters across the region
- Conduct audits to ascertain whether all academic interventions are being conducted as per schedule/ requirement
- Create need for value added products & increased business at schools
- Conduct Nominated Teacher trainings across the region
- Co-ordinate with Regional head for organizing Principal leadership programs in the region
- Conduct monthly performance review of the reporting team members.
Manager Academic Services
TATA CLASSEDGE
04.2013 - 03.2016
- Conducting pedagogy trainings in the schools across KL as per the agreement
- Ensure TNA done in every school in the region and provide necessary trainings with the help of support teams
- Maintaining the highest service level across all the schools in terms of Academic & Technical Aspects
- Handling a region of 89 schools with the help of 6 regional team members and 36 in-house team members
- To maintain highest C SAT score from the customer
- To implement processes to maintain financial discipline by the customers
- Enrich the Customer relationship with the regular visit to the higher order customers
- Drive the product usage in the school by various motivational aspects by the team member in schools
- Follow up on recovery cases and convert the same into active business
- To get the upsell of new classrooms from the existing customers in the location
- Guidance & motivation towards the career development path to the team member as per the growth structure
- Timely update of all the MIS to HO with in the stipulated time frame
- Publish regular dashboard on performance of the team
- Conducting performance review for the team half yearly & annually.
Senior Executive Academic Services
TATA CLASSEDGE
06.2011 - 03.2013
- Train the school staff and monitor product usage
- Manage the schools in terms of high collections and low delinquency
- Ensure high level of Customer Satisfaction through prompt service
- Spot upsell & cross-sell opportunities in the region
- Manage outsourced staff, provide timely feedback and monitor their performance
- Visit schools at defined time intervals and ensure interrupted usage of CE assets for classroom teaching
- Completion of product and pedagogy training sessions at schools
- Follow up with the schools for timely payments
- Coordination for report cards with the schools and manage satisfactory service levels
- Creating need for various other products of CE & increased business at schools
- Update Project portal & other related reports as mandated
- Share Reports with the reporting manager regularly.
Sales Manager
TATA AIG LIFE INSURANCE CO LTD
06.2010 - 05.2011
- Help to drive the growth and optimization of business in the entire state with a team of five Relationship Executives
- Selling Group Insurance Products to the Customers of Channel Partners
- Plan and execute the daily target and achievement for the team to deliver the committed number to the organization
- Work closely with the channel partners by regular branch visit and analyze new strategy for the business development
- Motivating the Channel partner and team via different contest initiated
- Analyze the market data and act accordingly to maintain the partner customer relationship in a good pace
- Training Program to the channel partners on the Product and regulatory changes
- Jointly work under Zonal Sales Manger and responsible to maintain day to day sales activity report and send the same to ZM.
Trainer & BPQA (Alternate Channel)
TATA AIG LIFE INSURANCE CO LTD
10.2008 - 09.2010
- Handling batches of Induction sales training and certification in the respective vendor location as per the schedule
- Certification process for the new hires in the Vendor call centers
- Class room Training in Soft skills, selling techniques handling and Product
- Training in Underwriting and regulatory Updates
- Training on AML/KYC and IRDA certification
- Ensures OJT delivers the desired target
- Handled Refresher training whenever required as per the Quality update
- Monitoring 4 vendor call centers for the productivity and target achievement of the OJT
- Heading the Training team and the quality of the call center in the location
- Download all the regulatory updates to all the vendors
- Publish the Monthly Training Calendar for the call centers
- Monitoring ten calls per week to verify the effectiveness of the Training sessions
- Conducting call calibration session with the quality team to identify the TNA
- Maintaining the MIS on Trainers Roster, Certification data, OJT performance, Productivity and call calibrations and the same is shared with the management month on month
- As a BPQA guide the call center as per the SOP of the company
- Heading the quality team in the call center and involve in all kinds of initiatives to improve the quality part of agents in selling skills
- Conduct monthly audits in the call center
- Ensure the all the process of sales components are streamlined and implement any new initiatives for the process improvement
- Publish the certificate of adherence to all the call centers
- Customer complaints are handled in a timely manner and the ensure the end result reaches the customer
- Conduct the data purging activity for the campaign database
- Maintaining the MIS on Daily visit report, Audit report, Certificate of Adherence, Complaints Tracker and Process Improvement Initiatives and the same is shared with the management month on month.
Product Trainer
RELIANCE BPO
09.2005 - 10.2008
- Handling Training session for the New Hire Induction batches
- Class room training in Softskills, Telephone etiquette, Product and problem handling techniques
- Refresher Training in new updates in the telecom circle and also the agent who score less in quality
- Handled Product Training session on RIM mobiles, FLP and BIG TV
- Training on IT and Non IT contingency policies of the company
- Target of less fatal errors to the OJT batch in the floor
- Live barging and feedback session to the OJT team
- Content development of the Products
- Ensure First Attempt Passing Percentage above 90% in the OJT team
- Rolling out of new initiatives to reduce the fatal percentage in the floor.
Education
MBA - General Management - General Management
Pondicherry University
Puducherry, India 01.2015 - 04.2017
MASTER OF SCIENCE - Electronic Science - Electronic Science
University of Madras
Chennai, India 01.2003 - 04.2005
BACHELOR OF SCIENCE - Electronic Science - Electronic Science
University of Madras
Chennai, India 01.2000 - 04.2003
Skills
Leadership
Team Management
Business Development
Customer Relationship Management (CRM)
Vendor Management
Customer Service
Training & Development
People Management
Sales & Marketing
Product Management
Auditing
Computer Skills
Teamwork and Collaboration
Friendly, Positive Attitude
Problem-Solving
Calm Under Pressure
Organization and Time Management
Dependable and Responsible
Supervision and leadership
Certification
Internal Auditor, ACS/15/2020/QMS IA/255, 01/2020
Disclaimer
I hereby state that all the information furnished above is true and dependable up to the best of my knowledge and belief.
Languages
Tamil
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Malayalam
Bilingual or Proficient (C2)
Timeline
Head - Customer Relationship
Tata Classedge
04.2023 - Current
Zonal Head Academic Services
Tata Classedge
11.2021 - 03.2023
Senior Manager - Academic Services
TATA CLASSEDGE
04.2016 - 03.2018
MBA - General Management - General Management
Pondicherry University
01.2015 - 04.2017
Manager Academic Services
TATA CLASSEDGE
04.2013 - 03.2016
Senior Executive Academic Services
TATA CLASSEDGE
06.2011 - 03.2013
Sales Manager
TATA AIG LIFE INSURANCE CO LTD
06.2010 - 05.2011
Trainer & BPQA (Alternate Channel)
TATA AIG LIFE INSURANCE CO LTD
10.2008 - 09.2010
Product Trainer
RELIANCE BPO
09.2005 - 10.2008
MASTER OF SCIENCE - Electronic Science - Electronic Science
University of Madras
01.2003 - 04.2005
BACHELOR OF SCIENCE - Electronic Science - Electronic Science
University of Madras
01.2000 - 04.2003
General Manager Sales & Operations
TATA CLASSEDGE
4 2018 - 10.2021
Accomplishments
- Define & Develop new Process/ refine process towards effective outcomes.
- Automation of end to end collection process using power automate.
- Customer retention of more than 80% in FY 24.
- Leading the function of service delivery with a team size of 80.
- 100% retention of termination requested customer in FY 24.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Quote
Judge a man by his questions rather than his answers.
Voltaire
Software
MS office