Summary
Overview
Work History
Education
Skills
Projects
Accomplishments
Timeline
Generic
SAHIL DHINGRA

SAHIL DHINGRA

Gurgaon

Summary

Results-oriented Operations and Customer Success Manager known for driving productivity and consistently meeting deadlines. Specializes in relationship management, product knowledge, project management and effective team leadership.

Overview

10
10
years of professional experience

Work History

Head of Operations

SIGNCATCH
NEW DELHI
09.2021 - 07.2024
  • Improved efficiency of processes, team performance, and customer service.
  • Collaborated with senior management on strategic planning initiatives.
  • Resolved customer complaints on time, while ensuring customer satisfaction remains at optimal levels.
  • Managing delivery of SaaS products, including POS software, for the retail industry.
  • Directed operations and customer success staff by providing guidance, training, and support to meet timelines.
  • Supervised the day-to-day workflow of employees to maximize productivity and maintain quality standards.
  • Delivered positive customer experiences by implementing effective quality assurance practices.
  • Monitored customer support tickets to identify common problems or issues that need addressing quickly.
  • Trained and mentored new team members to promote productivity, accuracy, and friendly customer service.
  • Negotiated contracts with vendors and suppliers to secure competitive pricing.

Customer Success Manager

SIGNCATCH
NEW DELHI
06.2020 - 08.2021
  • Coached team members on best practices for delivering exceptional customer experiences.
  • Established strong relationships with clients through regular communication and follow-up activities.
  • Developed and maintained relationships with customers to facilitate user engagement and satisfaction.
  • Managed customer inquiries and complaints in a professional manner.
  • Implemented feedback loops from customers into product development processes.
  • Worked closely with the marketing team to create content that educates customers about our services.
  • Assisted the sales team by providing technical expertise during the sales process.
  • Provided customer onboarding and training to ensure successful product adoption.
  • Organized events, such as webinars or workshops, aimed at increasing customer engagement levels.

Operations Analyst

SIGNCATCH
NEW DELHI
05.2018 - 05.2020
  • Client interaction for software deployment & training for product.
  • Provided insight, gathered from the field for enhancement of the product.
  • Testing the flows of the Products.
  • Reporting of bugs by maintaining regular quality checks to keep the product functional under all circumstances.
  • Brought processes in place to improved customer servicing for example feedback forms, calling systems, call handling scripts for support system, formats for raising issues in the system, development of manuals, etc.
  • Assisted with the development of new technologies to improve operational efficiency.
  • Provided technical assistance in troubleshooting issues related to operational systems.

Senior Quality Analyst

JUST DIAL LTD
NOIDA
01.2015 - 05.2018
  • Giving training to the new hired executives about the process & system as a subject matter expert.
  • Led a team of 30 members after being promoted to Senior Quality Analyst.

Education

Bachelor of Science - B.Tech in Computer Science & Engineering

CH. Devi Lal State Institute of Engg. & Technology
SIRSA
06-2014

Skills

  • Operational Management & Excellence
  • Customer Service Management
  • Client Services & Relationship Management
  • Retail POS Expert
  • Customer Relationship Management
  • Negotiations expert
  • Operations Oversight
  • B2B Retail Market Expert
  • SAAS Customer Support Specialist
  • MS-Excel, Google Sheets
  • CRM Tools (Zendesk,Exotel,Click-Up)
  • Multitasking,Team Player

Projects

  • Google Launch (Nov'2023-2024*)- Google Launches SignCatch with Genai capabilities helping Farmers & FPOs to transact digitally & onboard Catalogs with the help of GenAi.
  • ONDC Exports (Sep'2023-2024*)- SignCatch executes world’s first B2B Global Transaction on ONDC along with MAS Singapore equivalent to RBI in INDIA.
  • ONDC B2B (May'2023-2024*)- SignCatch executes world’s first B2B Domestic Transaction on ONDC.
  • MDP Project(2022-2024*)- Worldline SignCatch initiative to digitize all local stores pan India and connect services like embedded finance,PG access & much more.
  • Epaylater (2021-2022)- A collaborative project between E-Pay Later and SignCatch, focused on assigning credit limits to sellers after verifying their documents.
  • MDP Project (2020-2022)-Project in association with Axis Bank,Flipkart Wholesale, Ezetap & SignCatch.
  • Walmart KDP Project (2019-2020)- Digitizing local stores & enhancing supply chain for 2000+ retail stores.
  • Grofers Kirana Project (2019-2020)-Digitizing stores & enhancing Grofers Supply chain for 1000+ stores.
  • Axis Bank Self Checkout Solution (2018-2020)Axis Bank SignCatch enables Self checkout solution for merchants for smarter in-store billing reducing store traffic.
  • NDMC (2018-2021)-Smart QR based utility bill payment solutions to VVIPs diplomats in National Capital also served for American Embassy & 20K+ Households.

Accomplishments

  • Appreciated by SignCatch co-founder on succesfully closing the deals with key clients & third party service providers that helped the company save valuable capital & receive clients payments on time.
  • Acknowledged for exceptional support provided to essential clients and partners.
  • Acknowledged for expertise in negotiating, strategizing, and executing projects.

Timeline

Head of Operations

SIGNCATCH
09.2021 - 07.2024

Customer Success Manager

SIGNCATCH
06.2020 - 08.2021

Operations Analyst

SIGNCATCH
05.2018 - 05.2020

Senior Quality Analyst

JUST DIAL LTD
01.2015 - 05.2018

Bachelor of Science - B.Tech in Computer Science & Engineering

CH. Devi Lal State Institute of Engg. & Technology

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SAHIL DHINGRA