Summary
Overview
Work History
Education
Skills
Awards
Timeline
Generic

Mohit Dhama

Noida

Summary

Deputy Manager with 7+ years of experience building data-focused programs and scalable processes.

Overview

10
10
years of professional experience

Work History

Deputy Manager II

Cars24
Gurugram
04.2021 - Current
  • Leading the Centre of Excellence Vertical at CARS24
  • Created & implemented the Audit framework for customer interactions with front-end teams to check process adherence and suggest corrective actions
  • Devised a uniform adherence mechanism for the front-end teams
  • Designed cultural initiatives like R&R program & incentive scheme for the Sales team on Customer Experience metrics
  • Started Campaign at contact centers to drive NPS across country
  • Implemented Retail & Customer connectivity program to enhance the connect%
  • Coordination with Product, Tech & BI Teams for successful implementation of projects
  • Providing insights and suggestions to business for growth & optimization
  • Started in-house NPS survey to identify customer challenges and to get insights for process improvement
  • Managing a team of Grievance to handle all customer complaints
  • Projects & Programs: Created and managing the end to end Party Peshi Program with a success rate of 98%
  • Created and managing the Challan finding & payment automation
  • Prepared a project for managing the RC transfer grievances
  • Implemented Retail & Customer connectivity program to enhance the connect%
  • NPS Project to improve overall NPS via contact center and in house.

Assistant Manager

Tech Mahindra
Noida
11.2018 - 03.2021
  • Led a team of 80 Associates and 4 Team Leaders
  • Ensured all the metrics intact i.e., C-sat, Resolution & Quality of all the associates
  • Maintained the SLA as per the guidelines
  • All the Key responsibilities maintained as per the business requirements i.e., Shrinkage, Attrition & basic hygiene Compliance
  • Achieved 99% of milestones on time.

Team leader

IEnergizer
Noida
03.2016 - 10.2018
  • Led a team of 30 Associates for Samsung Digital Process which includes Chat, Email and Community platforms
  • Suggested & implemented a chat bot program for basic troubleshooting & queries to reduce the chat count
  • Ensured SLA adherence which includes timely response to customers & answering to 97%
  • Provided regular status updates to stakeholder groups, and leadership.

Associate Customer service

Aegis
Noida
11.2014 - 01.2016

Education

Bachelor of Business Administration - Business Administration

William Carey University
01.2014

Skills

  • Analytical Skills
  • MS Excel
  • Root Cause Corrective Analysis (RCCA)
  • MS PowerPoint
  • SQL
  • Python
  • Tableau
  • R programming

Awards

  • Achieved Shining Star award in the Ferrari program for the highest number of customer-centric implementations & annualized financial benefit of 10 Cr post improvements.
  • Awarded Raise the Bar award as a team for customer experience & Centricity programs
  • Awarded as a best team of the quarter as Best Squad

Timeline

Deputy Manager II

Cars24
04.2021 - Current

Assistant Manager

Tech Mahindra
11.2018 - 03.2021

Team leader

IEnergizer
03.2016 - 10.2018

Associate Customer service

Aegis
11.2014 - 01.2016

Bachelor of Business Administration - Business Administration

William Carey University

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Mohit Dhama