Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
Hi, I’m

Rahul Dadgal

Ahmedabad
Rahul Dadgal

Summary

A process expert with over 13 years of experience in customer service, streamlining operations, implementing continuous improvement processes, accelerating employees’ strengths and building powerful teams. Excellence in heading strategic operations delivery, monitoring the delivery of high-quality customer experience, elevating customer satisfaction while adhering to SLAs and managing cost-effective operations.

Overview

14
years of professional experience
2
years of post-secondary education
3
Languages

Work History

Advantmed India LLP

Project Manager
04.2024 - Current

Job overview

  • Company Overview: US health Care PHA
  • Project Planning: Develop project plans, including scope, objectives, milestones, timelines, and resource allocation.
  • Team Leadership: Lead and motivate project teams, ensuring clear communication, collaboration, and accountability among team members.
  • Stakeholder Management: Identify stakeholders, establish communication channels, and manage expectations throughout the project lifecycle.
  • Risk Management: Identify potential risks, assess their impact, and develop strategies to mitigate or manage risks effectively.
  • Budget Management: Develop and manage project budgets, track expenses, and ensure projects are delivered within budget constraints.
  • Quality Assurance: Ensure project deliverables meet quality standards and customer requirements, conducting quality reviews and implementing corrective actions as needed.
  • Change Management: Proactively manage changes to project scope, schedule, and resources, assessing the impact and communicating changes to stakeholders.
  • Issue Resolution: Identify and address project issues promptly, escalating as necessary to ensure timely resolution and minimize project delays.
  • Communication: Facilitate communication within the project team and with stakeholders, providing regular updates on project progress, risks, and issues.
  • Documentation: Maintain accurate project documentation, including project plans, status reports, meeting minutes, and other relevant records.
  • US health Care PHA

Vodafone Shared Services

Assistant Manager
12.2019 - 04.2024

Job overview

  • Company Overview: Vodafone New Zealand
  • Managed voice, back office, and email operations; successfully managed large-scale transitions and process improvements.
  • Implemented Power BI, AWS, and Salesforce to enhance process efficiency.
  • Maintained high CX metrics including NPS and FCR through continuous process improvements.
  • Oversaw customer operations for Vodafone New Zealand, and Kogan Australia.
  • Managed a $1 million Project Marama for Vodafone New Zealand, focusing on process automation and workflow redesign.
  • Vodafone New Zealand
  • Led an 80+ FTE business transition from Vodafone New Zealand, Kogan (An e-commerce platform ANZ)
  • Played a pivotal role in the 'Brilliant Office Programme' for two consecutive years
  • Rewarded as Vodafone Global CXX Hero by Vodafone CEO
  • Planned & implemented several team building activities for employee engagement

Vodafone Shared Services

Team Lead
03.2016 - 04.2024

Job overview

  • Leading a team of 15 Customer Service Representatives who are serving our customers with Technical Assistance.
  • Motivating, mentoring and leading talented professionals by living the culture and leading by example.
  • Ensuring delivery of key performance targets involving customer satisfaction, average handle time, resolution rate and quality compliance; enhancing recovery rates for continued profitability of business.
  • Managing escalation queue. Functioning as Point of Contact for Clients Addressing issues and complaints; resolving the escalations.
  • Managing the quality of high-profile cases and ensuring the quality standards of operations as defined in SOPs.
  • Generating reports and analyzing the performance; finding gaps and implementing measures to enhance the performance & productivity.
  • Executing quality audits to determine areas of technical improvement and providing training on an individual basis.
  • Holding regular one-on-one sessions with the agents to improve and maintain the targeted metrics by doing data analysis.
  • Leading the new initiatives to change the working model and later implemented the same across the entire LOB.
  • Conducting various activities to motivate the team and creating an environment where people are appreciated for their work.
  • Reporting and Suggesting Improvement to the business including improvement in Quality Assurance and First Call Resolution.
  • Coordination with other departments and streamlining the process of customer hand-off into various departments and ensuring high-quality customer experience.
  • Active Participation in studying call trends, rostering and operations planning to achieve SLA’s.
  • Interview panel members to support recruitment with the hiring process.
  • Controlling attrition through analysis at various levels (hiring, Training, Production).

Aegis

Team Lead
09.2015 - 03.2016

Job overview

  • Leading a team of 25 Customer Service Representatives who are serving our customers with Technical Assistance for TATA Photon.
  • Training and Coaching Team Members based on performance data, Call evaluations and behavioral input from the 360-degree tool.
  • Identifying knowledge opportunities of the team members through call listening and creating action plans to improve the same.
  • Responsible for taking customer escalations providing feedback to team members and sharing learning.
  • Evolved 4 efficient plans & projects, aimed at creating domain expertise for the cross-utilization of resources.
  • Managed 2 different LOBs to implement the revamped HR strategy.
  • Planned & implemented several team-building activities for employee engagement.

Telesonic Network Limited (S2 InfoTech)

Quality Analysis
10.2014 - 04.2014

Job overview

Bharti Airtel (Aegis Limited)

Senior Executive
10.2013 - 04.2014

Job overview

First source solution

Senior Executive
02.2013 - 10.2013

Job overview

First source solution

Customer Care Executive
07.2011 - 02.2012

Job overview

Education

Barkatulla University

Bachelor of Arts
01.2009 - 01.2011

University Overview

Skills

Operations Management

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Personal Information

Personal Information
Date of Birth: 11/24/86

Timeline

Project Manager
Advantmed India LLP
04.2024 - Current
Assistant Manager
Vodafone Shared Services
12.2019 - 04.2024
Team Lead
Vodafone Shared Services
03.2016 - 04.2024
Team Lead
Aegis
09.2015 - 03.2016
Quality Analysis
Telesonic Network Limited (S2 InfoTech)
10.2014 - 04.2014
Senior Executive
Bharti Airtel (Aegis Limited)
10.2013 - 04.2014
Senior Executive
First source solution
02.2013 - 10.2013
Customer Care Executive
First source solution
07.2011 - 02.2012
Barkatulla University
Bachelor of Arts
01.2009 - 01.2011

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Rahul Dadgal