Diwakar Purohit
Dehradun
Summary
Dynamic and goal-driven Manager with more than 13 years of progressive experience in customer service, team leadership, and performance management. Demonstrated expertise in promoting operational excellence, increasing customer satisfaction, and guiding large teams to provide exceptional service. Skilled in executing strategies that bolster team performance, customer loyalty, and service delivery. Effective communicator and team player dedicated to ongoing improvement and professional growth.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Deputy Manager
iSON Xperiences Ltd
Dehradun
09.2021 - Current
- Lead and mentor a team of 100+ customer service agents to consistently deliver exceptional service and exceed performance targets
- Develop and set clear performance goals and KPIs for the team, regularly monitoring and providing feedback on progress
- Implement coaching and training programs to improve agent performance, service quality, and customer satisfaction
- Handle complex escalations and resolve customer issues efficiently, ensuring positive outcomes and customer retention
- Collaborate with cross-functional teams to address customer concerns, improve operational processes, and enhance service delivery
- Analyze customer feedback and operational data to identify trends, areas for improvement, and opportunities to increase customer satisfaction and loyalty
- Ensure strict compliance with company policies, regulatory requirements, and service-level agreements (SLAs)
- Prepare and present detailed performance reports and customer feedback analysis to senior management
- Stay updated on industry trends, customer service best practices, and innovations to continuously enhance team performance and service offerings
- Skills: Customer Experience Management, Team Development, Performance Analysis, SLA Compliance, Process Optimization, Escalation Management, Coaching, Data Analysis, CRM Software, Microsoft Office Suite
Assistant Manager
Allsec Technologies Limited
Noida
07.2018 - 09.2021
- Managed daily operations for customer service teams, driving performance improvements and delivering high-quality customer interactions
- Led training and development initiatives for team members, enhancing their skills in customer communication, issue resolution, and service excellence
- Collaborated with senior management to develop strategies for improving customer satisfaction and achieving business objectives
- Conducted performance reviews, identified improvement areas, and implemented corrective actions to optimize service delivery
- Oversaw the monitoring of key performance indicators (KPIs) and service delivery metrics, ensuring adherence to SLAs and company standards
- Skills: Team Leadership, Performance Management, Training & Development, Service Delivery, Sales Support, SLA Management, Customer Interaction, Microsoft Office, Analytical Skills
Sales Team Manager
Allsec Technologies Limited
Noida
06.2016 - 10.2018
- Led a sales team to achieve and exceed sales targets, driving revenue growth through effective team management and strategic initiatives
- Conducted regular performance reviews and provided coaching to improve individual sales results and team performance
- Developed and executed strategies to improve lead generation, customer conversion rates, and sales cycle efficiency
- Collaborated with other departments to ensure seamless customer experience and service delivery
- Provided regular performance reports and insights to senior management, recommending actions to optimize sales performance
- Skills: Sales Management, Lead Generation, Customer Satisfaction, Team Leadership, Sales Performance Analysis, Microsoft Excel, CRM Software
Team Leader – Operations
Altruist Technologies Pvt. Ltd. Vertex
Noida
06.2015 - 06.2016
- Supervised daily operations of the customer service team, ensuring service delivery aligned with organizational goals
- Conducted regular coaching sessions and performance evaluations, fostering a high-performance work environment
- Ensured that all customer inquiries and concerns were addressed promptly, maintaining high levels of customer satisfaction
- Managed escalation processes and provided solutions to customer issues in a timely and effective manner
- Skills: Customer Service, Team Leadership, SLA Management, Performance Reviews, Problem Solving, Service Delivery, Microsoft Office
Team Leader – Service Delivery
Serco
Dehradun
06.2013 - 05.2015
- Led a team in delivering outstanding service to customers, ensuring all service-level agreements (SLAs) were met
- Trained and mentored team members, improving their skills in customer service, communication, and problem-solving
- Actively contributed to process improvements, enhancing the overall customer experience
- Managed service delivery operations, addressing and resolving customer issues to maintain satisfaction and compliance with company standards
- Skills: Service Delivery, Team Leadership, SLA Compliance, Customer Satisfaction, Training & Development, Microsoft Excel, Microsoft PowerPoint
Customer Service Team Lead
ADI BPO Services Limited
Dehradun
05.2011 - 06.2012
- Led a team in providing exceptional customer service, ensuring that all customer queries were handled effectively and efficiently
- Implemented performance reviews and training programs to improve team skills and service standards
- Monitored team performance, ensuring adherence to SLAs and customer satisfaction metrics
- Skills: Customer Service, Team Leadership, SLA Management, Customer Satisfaction, Microsoft Office, Time Management
Assistant Team Leader
ADI BPO Services Limited
Dehradun
05.2010 - 03.2011
- Assisted in managing a team of customer service agents, ensuring consistent performance and high-quality service delivery
- Supported team leader in monitoring performance, handling customer escalations, and meeting service targets
- Contributed to process improvements and team development
- Skills: Customer Service, Team Support, SLA Management, Time Management, Microsoft Office
Education
Bachelor of Applied Science (BASc) - Biology/Biological Sciences
DBS (PG) College
Dehradun, Uttarakhand01.2008
Skills
- Customer Experience Management
- Team Development
- Performance Analysis
- SLA Compliance
- Process Optimization
- Escalation Management
- Coaching
- Data Analysis
- CRM Software
- Microsoft Office Suite
- Cost analysis and savings
- Conflict resolution expertise
- Sound skills in sales
- Sales strategics
- Expertise in sales
- Sales monitoring
- Customer service and satisfaction
Certification
- ISMS Certification Process 10/01/23
- ISO 9001 Foundation - Quality Certification, 07/10/21
- The OnTrac Star Certification- 10/01/18
- CSDPT, Certification, 06/01/15
Technical Skills
- CRM Software: expertise in creating reports/dashboard in sales force
- Microsoft Office: Proficient in Word, Excel, PowerPoint, Outlook
- Data Analysis: Experience analyzing customer feedback, KPIs, and performance metrics to drive improvements
- Multitasking & Time Management:Effective at managing multiple tasks and priorities while meeting deadlines under pressure
Timeline
Deputy Manager
iSON Xperiences Ltd
09.2021 - Current
Assistant Manager
Allsec Technologies Limited
07.2018 - 09.2021
Sales Team Manager
Allsec Technologies Limited
06.2016 - 10.2018
Team Leader – Operations
Altruist Technologies Pvt. Ltd. Vertex
06.2015 - 06.2016
Team Leader – Service Delivery
Serco
06.2013 - 05.2015
Customer Service Team Lead
ADI BPO Services Limited
05.2011 - 06.2012
Assistant Team Leader
ADI BPO Services Limited
05.2010 - 03.2011
- ISMS Certification Process 10/01/23
- ISO 9001 Foundation - Quality Certification, 07/10/21
- The OnTrac Star Certification- 10/01/18
- CSDPT, Certification, 06/01/15
Bachelor of Applied Science (BASc) - Biology/Biological Sciences
DBS (PG) College
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