Himanshu Dabur
New Delhi
Summary
- I am highly motivated & ambitious individual able to give timely & accurate advice, guidance, support & training to team members & individuals. Possessing excellent management skills & having the ability to work with the minimum of supervision. Summary
- Studied at Maharaja Surajmal Institute of Management Studies (GGSIPU).
- Focused, enthusiastic & good listener.
- Ready for new challenges & opportunities & always give extra effort to produce an excellent & quality work.
- Capable of working independently as well as part of a team.
- Self-motivated, results oriented, eager to learn new concepts & techniques. I have good communication skills in written & spoken English.
Overview
11
11
years of professional experience
Work History
COO
Nishumu Foods Pvt. Ltd.
08.2022 - Current
- Monitored market trends to guide strategic operational adjustments.
- Ensured compliance with applicable laws and regulations governing business operations.
- Established policies that promote company culture and vision through proper communication channels.
- Analyzed market trends and assessed potential impact on organization's growth strategy.
- Provided organizational leadership and collaborated with executive partners to establish long-term goals, strategies and company policies.
- Exceeded sales goals through upselling and cross-selling within existing client base as well as strategically attracting new business.
- Fostered an environment of continuous improvement, encouraging innovation and efficiency.
- Spearheaded the development and integration of operational best practices.
- Reviewed, analyzed and interpreted financial statements.
- Negotiated contracts with vendors and suppliers to reduce costs while maintaining quality standards.
- Facilitated cross-departmental collaboration to achieve business goals.
- Monitored outcome measures, program outcomes and performance improvement.
Sr. Learning Specialist
American Express
10.2018 - 08.2022
- Global Service Learning Network,,.
- Train New Hires on, process.
- Managing new hires for all concerns in classroom and on production floor.
- Collaborate on multiple projects to improve the process and servicing standards.
- Analyzing Team Performance on daily, weekly & monthly basis.
- Creating dashboards, taking into consideration various aspects like targets, revenue, AHT, leave requests, and attendance.
- Identifying challenges faced by team members & providing all the help & support needed.
- Ensuring team bonding & team interaction as to avoid attrition happening on the grounds of dissatisfaction in the team.
- Collaboration in various content design and delivery projects.
- Won many accolades such as Trainer of the month, Most valuable partner etc.
- Coordinated with internal stakeholders to identify potential opportunities for improved efficiencies in the delivery of learning solutions.
- Monitored, evaluated and recorded training activities or program effectiveness.
- Suggested and offered specific training programs to help workers maintain or improve job skills.
- Scheduled classes based on availability of classrooms, equipment or instructors.
- Researched industry trends in order to recommend new approaches for delivering instruction.
- Provided guidance to junior team members in the development of learning solutions.
- Evaluated training materials prepared by instructors and offered actionable suggestions for improvement.
Interim Project Analyst
08.2018 - 10.2018
- Supported the Relationship Management role of GBI.
- Participated in multiple communication management function of the Team.
- Helped in strategizing multiple integration of projects.
- Helped in developing multiple learning resource material for the new Projects.
- Interim Team Leader-Operations, American Express.
05.2018 - 07.2018
- Managed a Team of 12 CCPs.
- Achieved Highest Value Generation as a team for June 2108 in DGT.
- Effectively managed on the phone and off the phone matrices to support the business.
- Supported operations by taking up additional responsibilities in managing escalations.
Aux Trainer – GSLN, American Express
03.2018 - 04.2018
- Handled the conversion training of CCPs for phase 2.
- Converted 105 CCPs to DGT.
- Was able to handle all teaching, reporting & people management related issues in the batches.
Coach – GSLN, American Express
12.2017 - 03.2018
Coach
01.2015 - 12.2017
- Of the first DGT Batch.
- OJT Support for the second Batch.
- Responsible for mentoring, coaching, analysing, providing Feedback & operation support for OJT.
- Closed the first Batch Mini Group Scores RTF 80.6% Excellent 67.7%.
- Closed the second batch OJT mini group RTF 80.7% Excellent 78.9% CCP – Operations, American Express, Not on any level of counselling.
- YTD Ex: 75.5% YTD RTF:72.3%.
- In production 3 years.
- Part of the Pilot Batch of DGT.
- Winner of DGT wow call, Role call, star of the day etc.
- Analyzing Team Performance on daily, weekly & monthly basis.
- Creating Dashboards taking in consideration various aspects like Targets, Revenue, AHT , Leave Requests, Attendance.
- Maximize first time call resolution, & minimize customer complaints, transfers, & escalation.
- Identifying challenges faced by team members & providing all the help & support needed.
- Ensuring team bonding & team interaction as to avoid attrition happening on the grounds of dissatisfaction in the team.
Business Analyst
PEP Candidate, American Express
12.2016 - 08.2017
- Handling quality monitoring of CBU function.
- Identified Business improvement opportunities & drive results in achieving it.
- Conducting sessions on mindset improvements.
- Developed the CBU-tool to Improve efficiency.
- Leveraged the Knowledge of CPS to help & improve CBU Competencies.
- Ability to plan, analyze, control & execute various schedules for timely achievement of operational goals.
- Building & Leveraging Relationships from various departments.
- Proven drafting ability & effective communication skills.
- Tact & courtesy in dealing with people.
- Ability to Self-start.
Customer Service Representative
Convergys
Gurgaon
04.2014 - 12.2014
- Evaluated customer account information to assess current issues and determine potential solutions.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
Education
Mount St. Marys
2011
St. Georges College
2009
BBA -
Maharaja Surajmal Institue (IP University)
PGDM -
NIMS
2014
Skills
- Coaching
- Communication skills
- Content
- Conversion
- Counselling
- Delivery
- Drafting
- Team Leader
- Managing
- People management
- Mentoring
- Network Building
- Relationship Management
- Reporting
- Teaching
- Phone
- Trainer
Languages
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Timeline
COO
Nishumu Foods Pvt. Ltd.
08.2022 - Current
Sr. Learning Specialist
American Express
10.2018 - 08.2022
Interim Project Analyst
08.2018 - 10.2018
05.2018 - 07.2018
Aux Trainer – GSLN, American Express
03.2018 - 04.2018
Coach – GSLN, American Express
12.2017 - 03.2018
Business Analyst
PEP Candidate, American Express
12.2016 - 08.2017
Coach
01.2015 - 12.2017
Customer Service Representative
Convergys
04.2014 - 12.2014
Mount St. Marys
St. Georges College
BBA -
Maharaja Surajmal Institue (IP University)
PGDM -
NIMS
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