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