Customer Care Manager

JATIN DHIMAN

H.no.*A, Alliance Orchid,

Zirakpur (Mohali)-140603.

Mob: 082********

Email: ********@*****.***.

Seeking middle management level assignments in Process Management with a growth oriented organization of repute.

SYNOPSIS

An astute, results-oriented leader with proven success of over 10 years in Process Management, System Implementation, Operations Management, quality Management, Customer Relationship Management & Team Management.

Proficient at managing & leading teams for running successful process operations & experience of developing procedures, service standards for business excellence.

A thorough professional with a proactive attitude, capable of thinking in and out of the box, generating new design solutions and ideas.

Possess excellent interpersonal, communication and organisational skills with proven abilities in team management, customer relationship management and planning.

CORE COMPETENCIES

Process Management

Mapping client’s requirements and coordinating in developing, implementing and migrating processes in line with the guidelines specified by the client.

Creating & implementing workflows to facilitate structured support in all areas and issues.

Overseeing process improvement initiatives through system changes, process re-alignment/ redefining & efficiency management.

Sending reports to the top management and maintaining the agreed SLA & thereby focusing on maximizing customer experience while optimizing costs.

Mapping business requirements & understanding business process.

Implementing management systems in the organization & ensuring compliance with the process requirements.

Operations Management

Implementing short/long-term plans for achieving process objectives.

Coordinating with process managers to provide them with the feedback related to the trainings and the recruits that would be joining their process.

Quality Management

Ensuring a high-quality customer experience, elevating customer satisfaction, while adhering to the SLAs and work processes and thus managing cost-effective operations.

Setting of quality monitoring tools and methodologies and ensuring adherence to the same.

Designing modifications for overall improvement in quality and service standards.

Executing various quality improvements projects.

Customer Relationship Management

Supervising customer service operations for rendering and achieving quality services; providing first line customer support by answering queries & resolving their issues, ensuring minimum TAT.

Maintaining cordial relations with customers to sustain the profitability of the business.

Team Management

Recruiting, selecting and monitoring a team of associates, thereby ensuring optimum performance.

Identifying and implementing strategies for building team effectiveness by promoting a spirit of cooperation between team members.

Conceptualizing & developing need based training modules for developing multi skilled work force for cross utilization within sub processes for optimum efficiency.

ORGANISATIONAL EXPERIENCE

Asphire Careers LLP Sales Head Nov’19- Till Now

Chandigarh

Handling 5 cities sales i.e. Chandigarh, Gurgaon, Jaipur, Ludhiana, Jalandhar.

Supervision of team members with in an area or section of a department.

Closely monitoring the market situation, competitor’s services, pricing & devising counter strategies accordingly.

Ensuring Customer as well channel partner Satisfaction by achieving Commitments.

Conduct meetings with channel Partners & distributors.

Takes Steps to measure, enhance & enrich the position & image of a company through various goals & objective.

Ambala Bookings Ltd Business Owner Dec’16- Oct’19

Ambala Cantt

Handling online inquiries for Car services, Doctors clinic appointments etc.

Manage Process Standardization, app modifications and Compliance.

Closely monitoring the market situation, competitor’s services, pricing & devising counter strategies accordingly.

Monitoring Quality of Service Partners & try to give good services.

Conduct Trainings for Partners & for Front End Executive.

TataSky Limited Assistant Manager May’11- Nov’16

Ambala Cantt

Handling Services franchises of 7 Clusters i.e.Ambala,Kurukshetra,Kaithal,Yamunanagar,Karnal, Panipat,Sonipat.

Custodian of High End Customers of the Cluster who Contribute good Revenue of the cluster and offered them ‘Best Value’ solutions to meet their changing needs.

Responsible for Process Standardization, Stock Monitoring, audit, Trainings and Compliance.

Closely monitoring the market situation, the competitor’s product and pricing to high end customers and devising counter strategies accordingly.

Monitoring SR’s, Installation Quality of Service Franchises & Closed within SLA.

Conduct Trainings for Franchise Installers & for Front End Executive.

Airtel Digital TV Ltd Territory Service Manager Dec’08-April’11

Ambala Cantt

Handling Services franchises of 4 Clusters i.e. Ambala, Kurukshetra, Kaithal, Yamunanagar.

Custodian of High End Customers of the Cluster who Contribute to 2% of the total Revenue of the cluster and offered them ‘Best Value’ solutions to meet their changing needs and thus increasing revenue for the cluster.

Responsible for Process Standardization, Stock Monitoring, audit and Compliance.

Closely monitoring the market situation, the competitor’s product and pricing to high end customers and devising counter strategies accordingly.

Monitoring SR’s, Installation Quality of Service Franchises & Closed within SLA.

Conduct Trainings for Franchise Installers & for Front End Executive.

Achieve Retention Targets on Vol/Non Vol Cases by giving service franchises proper trainings on retentions tools.

Dishtv India Ltd Sr.Customer Care Executive June’07-Dec’08 Mohali

Leading a team of 4 Supervisiors, 14 Service Exe & 23 Front End Exe.

Custodian of High End Customers of the Cluster who Contribute to 2% of the total Revenue of the cluster and offered them ‘Best Value’ solutions to meet their changing needs and thus increasing revenue for the cluster.

Responsible for Process Standardization, audit and Compliance.

Closely monitoring the market situation, the competitor’s product and pricing to high end customers and devising counter strategies accordingly.

Resolving Dcc, Distributor Problems in SLA.

Conduct Trainings for Dcc & Service Exe.

Spice Telecom Ltd Sr.Customer Care Executive Apr’06–June’07

Patiala

Leading the Team of 12 Retention Exe & motivating them with in Patiala region & reporting to sales Manager.

Ensure all Complaints resolution with in SLA.

Monitoring repeat Complaints & act upon to prevent proactively.

Allocation handling of Retention Cases (Vol & Invol- include all 6 regions)

Handling DMA’s & Franchisees then providing them trainings on retentions & also on latest updates.

Preparing & analyzing team monthly performance.

Ensure high Retention percentage for Voluntary churn Request.

Hutch Telecom Ltd Retention Executive (Team Leader) March’03–Apr’06

Ambala Cantt

Give directions, motivations & monitor the team for result orientation of the target & standard set by the management.

Conducting Training needs analysis on a Continuous basis for the entire department which were: Interpersonal Skills, Complainthandling, Effective Communication, Customer Care, Goal setting, and Standards of performance.

Ensured Customer satisfaction by on-time handling of Customer Queries.

Maintaining daily escalation report thus ensuring resolution of various complaints & request from other departments for zero escalation.

Monthly review is being done on regular basis with all concerned department for highlighting the key concern area & initiatives for improving the same.

Ensuring daily MIS to all concerned as per requirements & monitor performance of all team members.

Doing analysis so as to monitor Churn trends & identifying reasons for churn.

Insight Creations Supervisor Feb’2k–March’03

Ambala Cantt

It’s a prepress unit & handling the printing press orders, his dispatches.

Making new clients, doing the markets survey & resolving their issues.

Looking press units in Punjab, Haryana & half of UP.

Also handling the operational system in prepress unit.

ACADEMIA

Advance Diploma in CMC Ambala 1999

Software Technology

Graduation K.U.K. University, Kurukshetra 1999

PERSONAL DETAILS

Father Name : Sh. Satpal Dhiman

Date of Birth : 2nd April 1978

Nationality : Indian

Marital Status : Married

Dated: JATIN DHIMAN

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