Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Hobbies and Interests
Languages
Languages
Timeline
Generic

SIDHARTHA DHARA

Pune

Summary

Dynamic and results-driven Operations Leader with 10 years of progressive experience in customer excellence, compliance, and operational quality management. Demonstrated leadership ability with proven expertise in strategic planning, resource management, and process optimization to drive organizational success. Skilled at motivating teams, managing risk, and streamlining operations to reduce costs, improve service delivery, and exceed KPIs. Proficient in stakeholder management and fostering a culture of continuous improvement, with a strong track record of implementing strategic initiatives that boost corporate performance. Currently serving as Manager (secondment), leading the Mobile Complaints Team and Customer Excellence Team, enabling senior management to meet challenging targets through solid judgment, problem-solving skills, and autonomous decision-making.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Manager (Secondment Role) - Mobile Complaints Team & Customer Excellence Team

CARE _VOIS
Pune
03.2025 - Current
  • Lead Mobile Complaints and Customer Excellence Teams, overseeing strategic planning, issue resolution, and workflow optimization.
  • Drive operational efficiency by streamlining complaint resolution processes and enhancing customer experience.
  • Manage stakeholder relationships, ensuring transparency and timely communication.
  • Coach and mentor team leads to meet KPIs and maintain quality standards.

Assistant Manager - Customer Excellence Team

CARE _VOIS
Pune
04.2019 - 03.2025
  • Directed operational planning to achieve monthly KPIs, improve productivity, and optimize workflow.
  • Supervised daily team activities, mentored staff, and conducted quality audits to ensure compliance.
  • Implemented proactive solutions to address client concerns, improving customer satisfaction scores.
  • Designed and refined quality standards, resulting in measurable service delivery improvements.
  • Partnered with stakeholders to conduct comprehensive internal and external quality evaluations.

Team Leader - Compliance

CARE _VOIS
Pune
10.2017 - 04.2019
  • Delivered root cause analysis reports for client complaints, recommending actionable improvements.
  • Monitored OFCOM and Ombudsman cases, ensuring accurate resolution and compliance across multiple regions.
  • Conducted coaching sessions and soft skills training to boost CX metrics.
  • Created customer service and QA guidelines, improving first-contact resolution rates.

Senior Executive - Customer Relations

CARE _VOIS
Pune
10.2016 - 10.2017
  • Managed lifecycle complaints for Vodafone UK business and consumer clients, ensuring swift resolution.
  • Guided trainees during On-the-Job Training and handled escalations effectively.
  • Strengthened customer relationships through empathetic communication and problem-solving.

Customer Service Executive

Tech Mahindra Business Services
Pune
12.2015 - 10.2016
  • Exceeded performance targets by efficiently resolving technical and network-related customer issues.
  • Enhanced customer satisfaction through timely and empathetic service resolution.

Education

Bachelor's Degree -

Sabarmati University
Ahmedabad

Higher Secondary -

National Institute of Open School

Skills

  • Operations Management
  • Strategic Planning
  • KPI Achievement
  • Performance Optimization
  • Risk Evaluation
  • Compliance Assurance
  • Process Development
  • Transition Management
  • Quality Assurance
  • Customer Experience
  • Data Analysis
  • Excel
  • Power BI
  • Reporting Tools
  • Project Management
  • Process Transitions
  • Cross-Functional Team Leadership
  • Agile Methodologies
  • Lean Methodologies

Certification

  • Certified Analytics Professional (CAP)
  • Certified Professional Manager (CPM)
  • Operations Strategy for Business
  • Agile Foundations Fundamentals & The Agile Leader
  • Fundamentals of AI & Machine Learning (ML)
  • CompTIA Network+
  • Excel Data Analysis & Forecasting

Accomplishments

  • Spearheaded acquisition integration for two competitor companies, streamlining workflows and eliminating redundancies.
  • Successfully reduced process cycle times by consolidating lengthy processes and redundant documentation.
  • Received Spirit & STAR Awards at Vodafone for outstanding performance across four consecutive fiscal years.
  • Developed advanced inventory tracking spreadsheets in Excel, improving efficiency and accuracy.
  • Conducted consumer testing to resolve product issues, driving higher customer satisfaction.

Hobbies and Interests

  • Cooking
  • Travel

Languages

  • English, Advanced (C1)
  • Hindi, Advanced (C1)
  • Bengali, Advanced (C1)

Languages

English
Advanced
C1
Hindi
Advanced
C1
Bengali
Advanced
C1

Timeline

Manager (Secondment Role) - Mobile Complaints Team & Customer Excellence Team

CARE _VOIS
03.2025 - Current

Assistant Manager - Customer Excellence Team

CARE _VOIS
04.2019 - 03.2025

Team Leader - Compliance

CARE _VOIS
10.2017 - 04.2019

Senior Executive - Customer Relations

CARE _VOIS
10.2016 - 10.2017

Customer Service Executive

Tech Mahindra Business Services
12.2015 - 10.2016

Bachelor's Degree -

Sabarmati University

Higher Secondary -

National Institute of Open School
SIDHARTHA DHARA