NARENDRA SINGH DALAWAT
Ahmedabad
Summary
Dynamic customer service leader with extensive experience at Sophos, driving operational excellence and team performance. Proven track record in strategic planning and conflict resolution, enhancing customer satisfaction and team productivity. Skilled in Salesforce administration and staff training, fostering a collaborative environment that empowers employees to excel.
Overview
11
11
years of professional experience
Work History
Manager, Partner Care/Customer Service Manager
SOPHOS
Ahmedabad
09.2023 - Current
- Facilitated team meetings to align project goals and enhance communication.
- Implemented process improvements to boost operational effectiveness across teams.
- Coordinated cross-functional projects, supporting strategic initiatives and objectives.
- Conducted performance reviews to evaluate team contributions and guide career growth.
- Monitored staff performance, addressing issues promptly to maintain standards.
- Led a team of 50 employees, ensuring high productivity and exceptional customer service.
- Delegated tasks effectively, establishing clear priorities and achievable goals.
- Maintained composure in stressful situations, successfully diffusing tense circumstances.
Team Lead 2, Customer Care
Sophos
Ahmedabad
08.2021 - 08.2023
- Led cross-functional teams to improve cybersecurity solutions and services.
- Coordinated project timelines and resources to achieve critical deliverables.
- Mentored junior team members on best practices in cybersecurity frameworks.
- Delegated daily tasks to enhance team productivity and efficiency.
- Resolved escalated customer complaints promptly and effectively.
- Maintained accurate records of employee attendance and task completion.
- Collaborated with management to implement new policies and procedures.
- Supported managers in planning future projects and objectives.
Customer Care Support 2
Sophos
Ahmedabad
02.2020 - 07.2020
- Provided exceptional customer service through phone and email communication.
- Resolved customer inquiries and issues promptly and professionally.
- Utilized CRM software to track interactions and maintain accurate records.
- Collaborated with team members to improve customer support processes.
- Trained new staff on customer service protocols and systems usage.
- Participated in team meetings to discuss strategies for enhancing service quality.
- Escalated unresolved issues requiring further investigation or specialized expertise.
Sr. Customer Service Executive
Commerce Pundit Technologies Pvt Ltd
Ahmedabad
01.2018 - 01.2020
- Led a team of customer service representatives, consistently exceeding performance targets.
- Addressed all customer complaints promptly, significantly reducing escalations.
- Handled over 50 calls and chats daily, providing prompt assistance that improved customer satisfaction.
- Engaged clients via phone and in-person, resolving inquiries and complaints to enhance customer experience.
- Implemented troubleshooting guides, increasing first-call resolution rates for common issues.
- Reviewed associate performance to identify training needs, strengthening team skills and service quality.
- Trained and mentored new team members, improving job expertise and integration into the team.
- Managed multiple high-priority tasks while maintaining exceptional attention to detail.
Trainer
TTEC
Ahmedabad
10.2015 - 12.2017
- Developed customized training materials for various industries, aligning content with specific audience needs to improve engagement.
- Developed training materials for employee onboarding and skills enhancement.
- Coached employees on best practices, providing constructive feedback that facilitated professional growth and skill advancement.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Conducted needs assessments to identify knowledge and skill gaps, guiding future program development.
- Evaluated effectiveness of training initiatives by tracking participant progress and gathering feedback to inform future program adjustments.
Education
Bachelor of Arts -
Singhania University
Rajasthan, IndiaSkills
- Account and project management
- Customer service and relations
- Operations and process improvement
- Strategic planning and decision-making
- Workforce and performance management
- Team leadership and collaboration
- Conflict resolution and negotiation
- Salesforce administration
- Staff training and development
- Cross-functional teamwork
- Decision-making
- Resource allocation
- Expectation setting
- Shift scheduling
- Schedule preparation
- Documentation and reporting
- Expense tracking
- Operations management
- Coaching and mentoring
- Customer relationship management (CRM)
- Recruiting and interviewing
- Partnership development
- Staff management
Personal Information
- Date of Birth: 10/18/93
- Nationality: India
- Marital Status: Married
Languages
- Hindi
- Tamil
- Gujarati
- English, Bilingual or Proficient (C2)
- Hindi, Bilingual or Proficient (C2)
- Tamil, Advanced (C1)
- Gujarati, Upper intermediate (B2)
Timeline
Manager, Partner Care/Customer Service Manager
SOPHOS
09.2023 - Current
Team Lead 2, Customer Care
Sophos
08.2021 - 08.2023
Customer Care Support 2
Sophos
02.2020 - 07.2020
Sr. Customer Service Executive
Commerce Pundit Technologies Pvt Ltd
01.2018 - 01.2020
Trainer
TTEC
10.2015 - 12.2017
Bachelor of Arts -
Singhania University