Dharmendra Chauhan
Data Management Expert
Navi Mumbai
Summary
Over 20 Years of experience into Customer Centric Industry and helping senior leader focus on key strategic pursuits by providing highly effective, confidante secretarial & administrative support.
Experienced Data Management Expert with a strong background in automating processes using G Suite, creating management dashboards, and developing intranet sites. Skilled in streamlining workflows to improve team efficiency and ensure timely completion of tasks
Overview
22
22
years of professional experience
4
4
years of post-secondary education
Work History
Data Management Expert
Ashish Interbuild Private Limited
01.2022 - Current
- Developed and optimized process flows to enhance team productivity and efficiency.
- Automated repetitive tasks using G Suite, allowing team members to focus on core responsibilities and complete tasks on time.
- Designed and implemented management dashboards for key processes, providing actionable insights and data-driven decision-making tools.
- Created a comprehensive intranet site to centralize important information and documentation related to key processes, facilitating easy access for team members.
- Collaborated with cross-functional teams to identify automation opportunities and improve existing workflows.
- Trained team members on new automation tools and processes to ensure smooth adoption and utilization.
Executive Assistant to the Managing Director
Ashish Interbuild Private Limited
01.2020 - 01.2022
- Prepared documents, reports and presentations for Management Team using advanced software proficiencies.
- Managed administrative functions, including complex calendar management with focus on proper allocation of executive availability.
- Streamlined operations and prioritized tasks, allowing senior staff to increase productivity.
- Worked with senior management to initiate new projects and assist in various processes.
- Transcribed minutes of meetings and executed meetings and events for company to support sales, business development and senior management teams.
- Developed and updated spreadsheets and databases to track, analyze and report on performance and sales data.
- Produced accurate office files, updated spreadsheets and crafted presentations to support executives and boost team efficiency.
- Promoted team productivity by keeping supplies organized and well-stocked.
- Handling additional charge of Human Resources - Salary Processing, Recruitment, Onboarding, etc
- Single point of contact for all IT related asset
- Managed mail and both incoming and outgoing correspondence, mail, email and faxes.
- Managed and reviewed filing and office systems.
Deputy Manager
Cox and Kings Ltd
12.2018 - 10.2019
- Reporting to Global Head for UI/UX.
- Responsible for overall user experience of important desktop sites and mobile sites such as www.coxandkings.com, www.getawaygodess.com etc.
- Study and research various competition websites to understand industry best practices & come up with necessary recommendations.
- Gathering requirement from various business teams & other stakeholders to come up with multiple design ideas.
- Responsible for preparing and maintaining master project plan for all business units (For their UI/UX requirements).
- Co-ordinate for high resolution images, customer videos & content from business owners or procure it directly from websites such as Shutterstock, Getty images, Picsart
- Preparing project plan and getting necessary approvals on wireframes & other prototypes from Business unit owners.
- Ensuring project delivery according to finalized UX/UI in conjunction with coding team.
- Maintained, documented and presented progress reports to leaders.
- Project Planning & Tracking
Executive Assistant to the Managing Director
Ashish Interbuild Pvt. Ltd
03.2013 - 10.2018
- Prepared documents, reports and presentations for Management Team using advanced software proficiencies.
- Managed administrative functions, including complex calendar management with focus on proper allocation of executive availability.
- Streamlined operations and prioritized tasks, allowing senior staff to increase productivity.
- Worked with senior management to initiate new projects and assist in various processes.
- Transcribed minutes of meetings and executed meetings and events for company to support sales, business development and senior management teams.
- Developed and updated spreadsheets and databases to track, analyze and report on performance and sales data.
- Produced accurate office files, updated spreadsheets and crafted presentations to support executives and boost team efficiency.
- Promoted team productivity by keeping supplies organized and well-stocked.
Executive Assistant & Operations Manager
Saar IT Resources
12.2010 - 03.2013
- Making Presentations for new projects
- Making Process Notes on implementation of acquired and running projects.
- Keeping track on, activities on field and submitting daily, weekly and monthly reports for top management
- Coordinating with all the process leaders across Maharashtra, Hyderabad & Madhya Pradesh.
- Handled smooth transition/go live of project.
- Ensuring 100% resources are available at assigned district offices.
- Coordinating with Mastek Ltd (Technical Support for project) and Social Welfare offices.
- Conducting training for our resources, Social welfare officers and end customers.
- Visiting different districts for training purpose with / without Director.
Team Coach - Customer Support Group
Vodafone Essar Limited
05.2006 - 03.2010
- Handling Complaint Resolution and Email team (catering to Individual & Corporate Customer)
- Maintained escalation level to minimum at all times
- Updated team through regular briefings
- Coordinating with various department (Corporate Sales, IT, Sales, Marketing, Stores, Credit & Collections, Connections, and Bill Admin) to resolve cases within TAT
- Ensuring that quality and productivity is on par.
- Mentoring new executives and guiding them to resolve cases by one on one sessions and daily briefings
- Single handedly responsible for customizing C-SAT survey and its UAT for Back office
- Meeting and resolving concerns for customer coming to meet Nodal and Appellate team.
- Initiating process changes as when required to enhance customer experience and reducing complaints coming to Back office.
- Responsible for maintaining and preparing data for Monthly review meet.
- Worked on UAT for CRM.
- Analyzing data and suggesting corrective measure to enhance customer experience.
Sr. Customer Relations Executive
ALPHA OVERSEAS
09.2006 - 04.2007
- Making outbound calls for Mobile Networks.
- Selling different plans to different networks.
- Handled verifications.
- Helping new agents with sales pitch
Head of Quality - Hutch Prepaid Call Centre
Andromeda Marketing Private Limited
10.2004 - 08.2006
- Responsible for Quality of Prepaid Call Centre (Orange).
- Monitoring agent’s performance – Quality and Product Knowledge.
- Work on enhancing agents Soft Skill and Product Knowledge.
- Maintaining MIS on daily, weekly and monthly basis.
- Attend calibration calls jointly with QA’s and client
- Identifying areas of improvements and based on it preparing Plan of Action.
- Conducting Quality Induction training for new recruits.
- Interviewing Candidates.
- Maintaining Quality Standard/Service Level Agreement set by Client.
- Maintaining Discipline and Motivation in team.
- Motivate team by creating bond with each team member and always be there whenever they need me.
- Taken project of C – SAT Survey.
- Doing monthly analysis on different parameters of Quality and sharing same with 4 QA’s and also presenting same to Outsourced Manager (ORANGE) and VP Customer Service.
Team Leader (Orange Prepaid Call Centre)
Interactive Services Private Limited
09.2002 - 09.2004
- Handled for team of 20 agents.
- Maintaining MIS for team on daily, weekly and monthly basis.
- Monitoring team’s performance – Quality, Quantity and Product Knowledge.
- Handling Customer escalation call.
- Training team on new product launched.
Making & maintaining rosters for team - Training new agents.
- Maintaining Discipline and Motivation in team
- Enhancing Teams performance through regular analysis and feedback.
- Highlighting issues related to Customer complaints at call centre to respective department.
- Successfully maintained AHT and ASA as per required SLA set by Service partner
Education
T.Y.B.Com -
Marwari College
Ranchi, JH 06.2000 - 06.2001
HSC -
Marwari College
Ranchi 06.1997 - 05.1998
Diploma - Hotel and Institutional Management
YMCA
Mumbai 04.1996 - 05.1997
SSC -
Mumbai Board
Mumbai 06.1992 - 05.1993
Skills
- Process Flow Development
- Automation with G Suite (Google Apps Script, Google Sheets, etc)
- Management Dashboard Creation
- Intranet Site Development
- Workflow Optimization
- Data Analysis
- Project Management
- Team Collaboration and Training
Additional Information
- PERSONAL HISTORY BIRTH DATE : , 8th June 1978
Timeline
Data Management Expert
Ashish Interbuild Private Limited
01.2022 - Current
Executive Assistant to the Managing Director
Ashish Interbuild Private Limited
01.2020 - 01.2022
Deputy Manager
Cox and Kings Ltd
12.2018 - 10.2019
Executive Assistant to the Managing Director
Ashish Interbuild Pvt. Ltd
03.2013 - 10.2018
Executive Assistant & Operations Manager
Saar IT Resources
12.2010 - 03.2013
Sr. Customer Relations Executive
ALPHA OVERSEAS
09.2006 - 04.2007
Team Coach - Customer Support Group
Vodafone Essar Limited
05.2006 - 03.2010
Head of Quality - Hutch Prepaid Call Centre
Andromeda Marketing Private Limited
10.2004 - 08.2006
Team Leader (Orange Prepaid Call Centre)
Interactive Services Private Limited
09.2002 - 09.2004
T.Y.B.Com -
Marwari College
06.2000 - 06.2001
HSC -
Marwari College
06.1997 - 05.1998
Diploma - Hotel and Institutional Management
YMCA
04.1996 - 05.1997
SSC -
Mumbai Board
06.1992 - 05.1993
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