Nikhil Dhiman
Chandigarh
Summary
Dynamic and detail-oriented Process Manager with a strong background in both process management and transition leadership. Experienced in driving operational efficiency, managing end-to-end process workflows, and leading successful transitions for new hire batches. Known for effectively collaborating with cross-functional teams including Training, IT, and Workforce Management to ensure seamless onboarding and sustained performance. Adept at implementing strategic initiatives that align with client expectations, improve service delivery, and foster a sales-focused culture. Committed to continuous improvement and delivering measurable results in fast-paced, target-driven environments.
Overview
3
3
Languages
12
12
years of professional experience
Work History
Process Manager
Eclerx Services PVT Limited
Pune, Maharashtra
11.2024 - Current
- Successfully led transition projects for over 15+ newly hired batches, ensuring seamless integration into operations.
- Conducted comprehensive training and knowledge transfer sessions to maintain business continuity post-transition.
- Implemented a strategic sales process to rapidly shift agent mindset toward sales effectiveness during transitions.
- Monitored key performance indicators (KPIs) to evaluate transition success and applied corrective actions as needed.
- Collaborated with IT and Workforce Management (WFM) teams to ensure timely client ID creation and successful login enablement post-training for each new hire batch.
- Coordinated with recruitment teams and actively participated in the hiring process by conducting interviews in alignment with process requirements and role expectations.
- Client Served - Comcast, USA (Retention Voice)
- Implemented a continuous improvement culture, encouraging innovation and adaptability among team members.
Assistant Manager (ACCM)
Teleperformance India Pvt Ltd
Mohali, PB
06.2019 - 08.2024
- Lead and manage a team of 60+ customer service representatives & 4 TLs, providing guidance, support, and performance feedback.
- Efficaciously closed FCR Project reducing repeat contacts.
- Successfully launched IND MSG Queue with a count of 30 Agents
- Monitor and analyze key performance indicators (KPIs) to ensure team performance aligns with company goals.
- Collaborate with cross-functional teams to streamline workflows and enhance service delivery.
- Working closely with Product Leads on development of different process strategies.
- Awarded recently as Successful Project Lead.
- Client Served - Godaddy, USA
Senior Analyst
Eclerx Services PVT Limited
Chandigarh, HR
12.2014 - 05.2019
- Team leader handling team of 20+ Agents for BCP Site (Pune)
- Knowledge & Proficiency of Troubleshooting Internet, Email, XHS & XM
- Onboarding New Inductions as Troubleshooting and Sales
- Worked as Quality Auditor for team.
- Received Spot Award for Highest Sales Conversion on Services - Internet, Cable & Home Security
- Closing with 100% achievement on different Client KPIs - Sales Conversion & Voice Surveys
- Client Served - Comcast, USA
Education
Bachelor Computer Applications -
Kurukshetra University
Kurukshetra 01-2013
Secondary School - Non-Medical
G.S.S.S
Ambala, Haryana 01-2010
High School -
G.S.S.S
Yamunanagar, Haryana 01-2008
Skills
- Team Leadership and Development
- Operational Excellence & Quality Assurance
- Change Management & Process Improvement
- Service-Level Agreement (SLA) Compliance
- Process Transition & Migration
- Knowledge Transfer & Training
- Strategic planning
- Training development
- Data analysis
Languages
English
Hindi
Punjabi
Projects
- Project Lead - FCR/RCR Reduction Project
- Project Lead - Project Eagle (Dedicated UK Market Chat Support)
- Project Lead - Machine Translation Queue (Multilingual Chat Support)
- Project Lead - IND MSG Queue (Dedicated India Market Chat Support including Billing and Hosting expertise)
Disclaimer
- Project Lead - FCR/RCR Reduction Project
- Project Lead - Project Eagle (Dedicated UK Market Chat Support)
- Project Lead - Machine Translation Queue (Multilingual Chat Support)
- Project Lead - IND MSG Queue (Dedicated India Market Chat Support including Billing and Hosting expertise)
Timeline
Process Manager
Eclerx Services PVT Limited
11.2024 - Current
Assistant Manager (ACCM)
Teleperformance India Pvt Ltd
06.2019 - 08.2024
Senior Analyst
Eclerx Services PVT Limited
12.2014 - 05.2019
Bachelor Computer Applications -
Kurukshetra University
Secondary School - Non-Medical
G.S.S.S
High School -
G.S.S.S