Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Hi, I’m

Vivek Dewanta

Associate Process Manager
Chandigarh,India
Vivek Dewanta

Summary

Experienced manager with a proven track record of successfully leading cross-functional teams and delivering high-quality results within deadline-driven environments. Skilled in project planning, resource allocation, and risk management, ensuring project milestones are achieved efficiently and effectively. Looking for a challenging position where creative nature and innovative leadership qualities will add value towards organizational growth. To further develop leadership abilities and contribute to the strategic direction of an organization by assuming a managerial role where can motivate and inspire teams to achieve exceptional results.

Overview

10
years of professional experience
1
year of post-secondary education
1
Certification

Work History

eClerx Services Private Limited
Chandigarh, India

Associate Process Manager
04.2015 - 08.2023

Job overview

  • Roles and Responsibilities in eClerx: Managing entire team and enhancing them for better approach towards their customers
  • Responsible for manpower planning for team of 25 associates and senior associates to deliver daily targets
  • Participation in client calibration calls, inputs, or insights on business reviews
  • Increase client stickiness by demonstrating value through initiatives, improvements, and value add
  • Responsible for basic KPI's and all parameters such as Monthly targets, Quality resolution, Repeat, Shrinkage, Attrition and Client interaction
  • Responsible for Quality and timely resolution regarding customer complaints for Video, Internet & Phone Services (Technical)
  • Repeat control measures
  • Control any internal/client escalation due to gap in process
  • Team building/Improve employee engagement, Drive RNR or engagement activities
  • Making organization better place to work through their development and growth
  • Worked towards increasing business in Outbound and Scrubbing for Comcast specifically Florida region.

IBM Daksh Business Process Services Pvt. Ltd
Chandigarh, Chandigarh

Practitioner
11.2013 - 07.2014

Job overview

  • Managed over 50 customer calls per day', or "Increased sales by 10%
  • Acting as Team leader in absence of Team leader and achieving goals.
  • Help other team members to achieve their targets.
  • Submit best innovative ideas to improve process.
  • Handling escalation calls of customer.
  • Communicated professionally and diplomatically across all levels, building strong rapport with multi-disciplinary entire teams.
  • Collaborated with multidisciplinary teams to provide excellent continuity.

Education

IGNOU
Chandigarh

Master of Tourism Administration from Tourism
07.2017

University Overview

Punjab University
Chandigarh

Diploma from French
12.2012 - 11.2013

University Overview

Punjab Technical University
Chandigarh

Bachelor of Science from Tourism
01.2013

University Overview

Skills

  • Certified in Low-Code Process Automation Program from University of Toronto Rotman School of Management Executive Programs
  • Advanced proficiency in MS Excel (Power BI, Pivot Table, Charts), MS Word, and PowerPoint for organizational requirements
  • Proficient in Google Work sheets, AdWords, Google Analytics, Social Media Marketing, & E-mail writing
  • Proven ability to develop relationships with key decision-makers in target organizations
  • Adaptable and flexible attitude to excel in changing situations and enhance performance
  • Trained in leadership, management, and financial planning modules
  • Excellent interpersonal, analytical, and negotiation skills with strong aptitude for business writing

Certification

  • Certified in Advance (MS-OFFICE, MS-POWER POINT, MS EXCEL, and Adobe Photoshop)
  • Advanced proficiency in MS Excel (Power BI, Pivot Table, Charts), MS Word, and PowerPoint for organizational requirements
  • Certified in Low-Code Process Automation Program from University of Toronto Rotman School of Management Executive Programs

Languages

English
Fluent
French
Beginner

Timeline

Associate Process Manager
eClerx Services Private Limited
04.2015 - 08.2023
Practitioner
IBM Daksh Business Process Services Pvt. Ltd
11.2013 - 07.2014
Punjab University
Diploma from French
12.2012 - 11.2013
IGNOU
Master of Tourism Administration from Tourism
Punjab Technical University
Bachelor of Science from Tourism
Vivek DewantaAssociate Process Manager