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Customer Service Manager

November 11, 2017

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Permanent Address:

N-** First Floor,

Malviya Nagar

New Delhi- 110 017

Current Address:

***, ********* ******* *, **** Muchalla,

Zirakpur, Punjab – 140603

Cell: 992*******

DOB - 4th March 1977

Dinesh Dua


Customer Experience Management, Customer Service & Service Delivery, Customer Life Cycle Management, Transformation Management, Relationship/Vendor Management, Business Excellence, Project/Account management, working with Multi-cultural/ Multi-National teams, Quality Assurance & Business Analysis are my areas of expertise. Highly experienced in Transitioning & setting up new Function/Transformation Projects.


Mar’08 – till date Idea Cellular Ltd.

Company Profile:

Idea Cellular is a leading GSM mobile service operator with pan India Operations and a customer base of over 158.8 million across nation.

IDEA Cellular is part of the Aditya Birla Group, India's first truly multinational corporation. The group operates in 25 countries, and is anchored by over 100,000 employees belonging to 25 nationalities.

National Quality Assurance Head : Shared Services – GM (Service Delivery)

Strategic Job Role:

Setting up Business Processes for all Customer Service operations being carried out across various channels (Inbound/ Outbound/ Email/ Social Media/ Showrooms) in the country.

Design performance metrics, KPI and communicate their importance to maintain & enhance Service Quality through all customer handling channels.

Identify the service needs of customers through emerging channels and create effective plans for prioritising implementation (eg.- servicing through Social Media platform).

Define Resource needs, Customer Surveys, Change management, technology infrastructure etc required as part of transformation effort.

Create methodologies and tools (using industry best practices and existing ways of working) that help support and standardise company Transformations, within minimal customisation across Function Lines.

Operational Job Role:

Take leading role, supporting change across the organisation – by working with operational stakeholders Showroom Management teams and outsourced Call Centre partners to coordinate the necessary change activity required whilst maintaining service quality to our customers and engagement/productivity.

Ensure customer needs are clearly defined and documented, confined within the governing policies.

Lead business projects, support and manage change, build and manage relationships with internal and external customers to enhance organization's capability.

Take a leadership role in the entire process from start to finish in establishing a new service channel in the company. This also involves developing appropriate talent in the team, to support this objective.

Working with Service Delivery Leaders and other members of company’s leadership team.

Contribute to relationship management between company and its partners with proposed and ongoing transformations.

Key Projects:

Digital Servicing transformation

Segmented Servicing for high value customers.

Implementation of Interaction Analytics (using Speech / Emotion / Linguistic Analytics)

Showrooms Experience Management across the country.

Regional Manager Contact Centre - Shared Services: North India– DGM (Service Delivery)

With the vision of providing standard & same levels of Customer Service across the country, the organization had outsourced its Customer services operations, there was a need to control and manage the Outsourced Partners. It was first of its kind Transformation to slice out state-level responsibility and consolidate at National/Regional level. It was a bigger challenge to drive this change within the organisation and creating Shared Service structure for Customer Service.

Designed the Change Management process (SOP, Roles & Responsibilities, communication to Business) and it was more of a cultural challenge. For finalisation of a draft model, To implement this I became the Change Manager for North India contact centre operations which mean all outsourced Call Centre operations for Delhi, Haryana, Rajasthan, Punjab, HP and J&K.

Job Profile:

Primary responsibility of this role was Relationship management between Circle business teams and Partners.

Ensuring delivery on all KPI’s & SLA’s,

Target base-lining for KPI’s & SLA’s

Driving continuous Improvement on KPI performance

Adherence to the contractual norms

Handling exceptions

Standardizing processes & procedures and its implementation across all centers

Managing 7 mn transactions a month & subscriber base of 12 mn from multiple partners/sites.

Service Excellence Head: MP&CG – DGM (Service Delivery & Quality)

Job Profile:

As the name suggests this role drives excellence in services offered to our subscribers. This role overlaps all Customer Service verticals namely Prepaid (user & usage management), Postpaid (billing & Payments, retention and collections), Service Center (showrooms) & Contact Center.

Design, implement & audit adherence to Standard operating Procedures for Customer Lifecycle Management of Postpaid & Prepaid subscriber.

Design campaign for “Brand communication”, “Showroom roll out”, “Increase in Network penetration”.

Design & constantly improve Customer communication through all channels Cell info display/USSD/Auto Diallers/ SMS.

Design & Conduct Customer feedback survey on products, services & coverage and close loop on actions with other departments.

Ensure Website & other Customer Communication channels are updated (eg. IVR, In-queue announcement, Hold announcement & PCA).

Internal & External (Regulatory & Statutory) audit.

Identify & automate all NVA activities to maximize productivity & minimize customer TAT.

Identify gaps to reduce repeat interactions & alternate channels to reduce call volume at Call Centre.

Manage & control access to all CRM’s.

Rolling out Monthly Newsletter for Circle Customer Service team.

Training all SDQ employees for new product/Process/System roll outs.

Jan’05 – Mar’08 HeroITES (Gurgaon)

Company Profile:

HeroITES is one of India's leading Business Process Outsourcing and Remote processing unit, a part of Hero Corporate Group. With capability to provide voice, non-voice and web based services; we are a full spectrum service provider and offer end-to-end solutions covering a wide range of industries.

Head of Operations

Job Profile: Sr. Manager (Operations/Operations Support).

Transition & Manage Customer Service & Tech helpdesk for a US telecom company; Lead generation & Service for UK Utility services; Compliance & contractual verification process for multiple US Financial Sales processes & Supply Chain management Process an Australian Home Appliances Manufacturer from India centre.

In this role I was required to proactively understand Client business model / Marketing strategy & changing focus in accordance with the Key Metrics.

Build relationship with all the stake holders & look for more business opportunity with our existing clients.

Manage expectations of all stakeholders, Drive cost effectiveness & profitability.

Monitoring KPI’s & performance of each program and analyze reason for any deviation from goals.

Focus on “Keeping the performance Best in Class”. Create motivational environment for employees to work, learn & grow with the organization.

Initiate Employee engagement & development activities to increase retention & minimize attrition.

Head of Business Strategy

Previously, I have managed an Inbound Credit Card Sales process for one of the leading financial institution of US, catering to Personal & Business Cards segment.

In past I was responsible for setting up Operations Support Group, which includes “Capacity Planning & Scheduling”, “Reporting” & “Business Solutions”.

Capacity Planning & Scheduling: This Strategic function is involved in Scheduling, Trends Analysis, Resource allocation, Seat Utilization & analysis of call volume received v/s planned. Short/Long term planning, Monthly revenue capacity/target, Associate productivity report & Preparing for New business launches were some of the challenges in this role.

Business Solutions: This team works closely with all the Process Managers to understand the challenges faced by them in service delivery. Provide solutions if possible else highlight these challenges to the COO/VP (Ops) in Monthly review meetings. Business Solutions also provides Business Planning for short term by studying past trends, volume commitment from clients. In accordance raise Manpower requisition, IT & Infrastructure requirement.

Head of Quality

Job Profile: Worked as a Management Representative (MR) of ISO 9001:2000. Key Role in getting BS7799 certification for the organization. Setting up Business processes to maintain requirements of the standard. Comprehend and minimize operational risks including wide understanding of audit controls and compliance requirements.

As Call Quality Manager I had following responsibilities and achievements:

Improved the tools and methodology of call monitoring.

Driving Process improvement based on Six Sigma and continuous improvement methodology.

Ensuring Client Targets & Deliverable are met, client interaction regularized to ensure the calibration of the team.

Development of Call Quality team by providing advanced training and upgraded equipments.

Apr’02 – Jan’05 Wipro BPO Services (New Delhi)

Company Profile:

Wipro BPO is one of India's leading Business Process Outsourcing and Remote processing unit, a part of Wipro Group. With capability to provide voice, non-voice and web based services; we are a full spectrum service provider and offer end-to-end solutions covering a wide range of industries.

Group Leader (Astt. Manager) - Operations

Job Profile: Worked for Technical Support service for one of the largest PC manufacturer in the world, an Inbound/Outbound Voice Process. Handling multiple teams, with key responsibilities as:

Identify Outliers and provide periodic training within the group.

Client Interaction : - Primary point of Contact

Quality updates, Quality audit results & Feedback for the process.

Policies and Procedure updates & Technical Updates

Weekly Review for Quality scores and improvement process to implement.

Data Mining of Customer Satisfaction scores for the 500 FTE process to identify outliers.

Moved to create and lead monitoring team, which monitors TSE’s on adherence to CTQ and ensure Process Control.

Six Sigma- Green Belt improvement projects undertaken on Process Control & Improvement, Customer Experience & Customer Satisfaction. Worked as a coordinator for COPC re-certification audits.

Jul’99 – Apr’ 02 Innodata India Pvt. Ltd. (Noida, UP)

Company Profile:

Innodata India ltd. Is subsidiary of Innodata Corporation, New Jersey. Innodata is a key player in every content market it serves, including: general Web content, B2B and e-commerce content, educational and distance-learning content, e-book content, legal and financial content, and scientific, technical and medical content. Offshore production facilities are in India and Philippines.

Team Leader - Operations

Job Profile: In this assignment I was involved in “Process Migration”. Initially, my role was to understand the project technically and build the team. To define the complete life cycle of the project, divide the project into phases and ensure smooth execution of the project. Total strength of the project was 150 people working in 2 shifts.

Project planning, Scheduling and Control of projects were part of my responsibilities.

Created accurate forecasts and instrumental in project schedules.

Training teams for new specifications implementation and enhancement in work.

Jul’ 98– Jul’ 99 IMRB / Org-MARG

Company Profile:

Market Research Company offers business to business marketers the entire gamut of research based consultancy services from project identification, market study and demand estimation to pre-feasibility and techno-economic feasibility studies, studies on entry strategy, brand share monitoring, performance monitoring & assessment of customer opinion.

Freelancer Research Analyst

Job Profile: As a Research Analyst my Job was to consolidate the outcome of field Study. This involved knowledge of all phases of the project, outcome required by the client, further application of this analysis by the client. I was fed by verbatim customer comments, their direct Feedback on the services/Product. The job required both analytical & Presentation skills.


MBA (Operations) from Symbiosis, Pune.

BE (Electronics) from Shivaji University, Kolhapur.

Trainings & Certifications

Six Sigma Methodology by Wipro BPO

Supervisor Leadership & Development Program by Wipro BPO

COPC audit coordinator by COPC

Lateral Thinking by Edward De Bono

ISO Lead Quality Auditor by KPMG

Workforce Management & Forecasting tools by Witness Solutions

Workforce Management by Aspect

Finance for Non Finance executives by Hero Mind Mine

Time Management by Hero Mind Mine

Developing Service Level Agreement by Informedia India Pvt. Ltd.

Corporate Theater by Paul Mathew

Technical Skills

Certifications :

C++ & OO Technology ER&DCI, Ministry of Information Technology.

Java-2 & OOPS I.I.T, Delhi

Dell Certified Technician Dell, USA

Software Technologies: JAVA-2, C/C++, HTML, and XML

Operating Systems: MS Dos 6.5,Windows 95/98/NT/ME/XP and Novel NetWare.


Utter confidence, Effective Communication Skills (oral & written). Endowed with effective Managerial Skills and Leadership Qualities. Ability to learn quickly and a highly motivated team player. Fair Knowledge of all phases of Project life cycle.

Dinesh Dua Dated: 04-08-16

Contact this candidate