Dipesh shah
Senior Process Executive
Ghaziabad
Overview
3
3
years of professional experience
2
2
Languages
Summary
- Dynamic Senior Process Executive with a proven track record at Cognizant Technology Solutions, excelling in workflow analysis and operational excellence. Recognized for enhancing customer satisfaction through effective team collaboration and innovative process improvements. Adept at regression testing execution, driving efficiency while fostering a positive work environment.
- Experienced with process optimization, focusing on enhancing operational efficiency and reducing bottlenecks. Utilizes robust analytical skills and strategic thinking to drive impactful change. Track record of leading teams and managing complex projects for successful outcomes.
Work History
Senior Process Executive
Cognizant Technology Solutions Ltd
01.2025 - Current
- Maintained a positive work environment by fostering open communication, providing constructive feedback, and recognizing team achievements.
- Supervised meetings to maintain interdisciplinary communication of process weaknesses and performance.
- Collaborated with peers to measure ongoing process performance, enacting changes based on historical data.
- Generated monthly metric reports, interpreted results and developed processes and solutions.
- Negotiated contracts with vendors for cost-effective sourcing while ensuring timely delivery of materials services.
- Investigated basic issues and escalated more complicated concerns.
- Prepared accurate documents for customer and business needs.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
Senior Customer Service Representative
HCL Technologies
01.2024 - 01.2025
- Mentored junior team members, contributing to their professional development and overall team success.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
- Analyzed customer data to identify trends and opportunities for improving customer satisfaction levels.
- Escalated issues to proper supervisors when standard processes were not effective.
- Collaborated with cross-functional teams to develop new strategies for enhancing customer experience.
- Reduced call wait times by implementing effective time management techniques within the team.
- Facilitated smooth releases by validating software builds for deployment readiness, including regression testing efforts.
- Improved product reliability by conducting thorough regression testing after each code update.
- Improved product quality with rigorous regression testing, ensuring seamless functionality and user experience.
- Performed regression testing after each release, maintaining a high standard of software functionality.
- Performed comprehensive regression testing after each release cycle to verify stability of existing features while incorporating new functionality.
- Assisted in regression testing, ensuring existing functionality remained unaffected by new changes.
Customer Support Associate
Elcotek India Pvt Ltd
01.2022 - 01.2024
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Maintained comprehensive knowledge of product offerings to ensure accurate information was provided to customers during troubleshooting efforts.
- Developed strong relationships with clients through consistent follow-ups on outstanding issues, ensuring timely resolutions and ongoing communication updates.
- Improved overall customer experience by proactively identifying areas for process improvement within the support department.
- Collaborated effectively with cross-functional teams to address complex customer issues and achieve positive outcomes.
- Served as a reliable point of contact for internal departments, sharing expertise on product features, functionalities, and customer support best practices.
- Utilized advanced problem-solving skills to identify root causes of recurring issues, implementing targeted solutions that led to improved customer experiences.
- Provided seller support on refunds, posted feedback and policy changes.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Prevented potential escalations by successfully handling challenging situations with empathy, patience, and diplomacy.
Education
MBA - HR And Marketing
Subharti University
Meerut, India 04.2001 -
B.voc - VFX in Film Making And Animation
Jagganath University
Haryana, India 04.2001 -
No Degree - Commerce
NIOS
Noida 04.2001 -
No Degree - Commerce
Fatima Convent School
Ghaziabad, India 04.2001 -
Skills
Workflow Analysis
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved 100% through effectively helping with complicated tasks.
- Achieved 100% result by completing targets with accuracy and efficiency.
- Supervised team of 49 staff members.
- Resolved product issue through consumer testing.
- Collaborated with team of 49 in the development of Onecall.
Timeline
Senior Process Executive
Cognizant Technology Solutions Ltd
01.2025 - Current
Senior Customer Service Representative
HCL Technologies
01.2024 - 01.2025
Customer Support Associate
Elcotek India Pvt Ltd
01.2022 - 01.2024
MBA - HR And Marketing
Subharti University
04.2001 -
B.voc - VFX in Film Making And Animation
Jagganath University
04.2001 -
No Degree - Commerce
NIOS
04.2001 -
No Degree - Commerce
Fatima Convent School
04.2001 -
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