Summary
Overview
Work History
Education
Skills
Profile
Full Name
Personal Qualifications
Languages
Disclaimer
Timeline
Generic
Dhaval Patel

Dhaval Patel

Business process lead
Mumbai

Summary

Qualified professional with 12 years of experience in telecommunication industry with in a customer relationship environment. To have a challenging position that will utilize my experience and unique abilities. A high impact leadership position requiring creative and innovative approaches to problem solving and fulfillment of my personal goals.

Overview

12
12
years of professional experience

Work History

Business Process Lead

Tata Consultancy Services
01.2017 - Current
  • Lead and manage a team of 15 customer service agents.
  • Plan work schedules for around-the-clock operations and assign staff to accomplish daily work by providing for variations in workload.
  • Responsibility for performance of the team monitored.
  • Perform quarterly staff performance evaluations.
  • Ensure the consistent achievement of customer service levels and standards.
  • Collate and analyze data to identify strategies for improvement of service and productivity.
  • Reaching and achieving the desired targets and goals before the forecasted time ­ achieving deadlines.
  • Setting benchmarks and standards to meet the financial metrics and goals.
  • Creating a winning culture and leading by example to portray the best of abilities and practices.
  • Resolve escalated customer service issues
  • Managing people interacting with people of all age group.
  • Determine customer service requirements through surveys, focus groups and benchmarking best practices.
  • Assisted in the development and maintenance of process documentation, simplifying knowledge transfer and promoting standardization across the organization.
  • Conducted regular process audits to identify areas for improvement and monitor compliance with established standards.
  • Facilitated training for associates through daily coaching and regular performance appraisals.

Senior Advisor

Tech Mahindra Business Services
07.2012 - 11.2016
  • Looking after personal target on a monthly basis.
  • Achieving Sales target (Cross selling).
  • Provide good quality support to customers.
  • Mentoring team in absence of team leader.
  • Highlighting any strategies for improvement of service and productivity which would be beneficial to the company and customers.

Education

Bachelor of Science -

Kalinga University
Mumbai, India
04.2001 -

Skills

  • Communication: Clear, concise, and effective communication is crucial for providing direction, feedback, and resolving conflicts

  • Leadership: The ability to inspire, motivate, and guide team members towards a common goal

  • Decision-Making: Making informed and timely decisions, often under pressure, to keep the team on track

  • Problem-Solving: Identifying issues and coming up with effective solutions to overcome obstacles

  • Empathy: Understanding and addressing the needs and concerns of team members

  • Delegation: Assigning tasks appropriately based on team members' strengths and workload

  • Time Management: Efficiently managing one's own time and the team's time to ensure deadlines are met

  • Conflict Resolution: Mediating conflicts and finding amicable solutions to maintain a harmonious work environment

  • Adaptability: Being flexible and open to change, and helping the team navigate through it

  • Organizational Skills: Keeping the team organized, ensuring that everyone knows their roles and responsibilities

  • Mentoring: Providing guidance and support to help team members develop their skills and careers

  • Strategic Thinking: Planning and setting long-term goals, and devising strategies to achieve them

  • Technical Skills: Depending on the field, having relevant technical knowledge can be essential for understanding the work and guiding the team effectively

  • Trust-Building: Creating a trustworthy environment where team members feel safe to share ideas and take risks

    • Profile

    Dhaval Mukesh Patel

    DOB: 11/06/1990

    Address: 901 A Wing, Bhavya Heights, MG Road, opp Raj heights, Kandivali West, Maharashtra, Mumbai 400067

    Mobile- 9769647902

    Email: dhaval110690@gmail.com

    Full Name

    Dhaval Mukesh Patel

    Personal Qualifications

    TY-Bachelor of Science, 2016-2017

    Languages

    English
    Hindi
    Marathi
    Gujrati

    Disclaimer

    I hereby declare that the above details are correct to the best of my knowledge and belief.

    Timeline

    Business Process Lead

    Tata Consultancy Services
    01.2017 - Current

    Senior Advisor

    Tech Mahindra Business Services
    07.2012 - 11.2016

    Bachelor of Science -

    Kalinga University
    04.2001 -

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