Dharmesh Shah Email & Phone Number

Sydney, Nsw, Au

Australia

Sydney, Australia

Seasoned professional in WFM functions across multiple domains like Telecom , Utilities , BFSI & SCM. Working on projects to strike the right balance between Cost, Quality and Service using levers like People, Process & Technology.

Mumbai, Maharashtra, India

Mumbai Area, India

Work Force planning

Mumbai, Maharashtra, India

As a dynamic WFM Manager, I consistently delivered operational excellence and substantial cost savings through strategic process enhancements. With a sharp focus on data analysis and optimization, I achieved a remarkable 97% SLA adherence while maintaining an impressive 95% employee satisfaction rate, fostering a culture of high performance. Leading 10+ process improvement initiatives, I streamlined operations and saved over 1000+ hours in effort, translating to significant million-dollar savings in future costs. Recognized for my outstanding contributions, I earned rapid promotions and was honored as the Best Quarter Performer for three consecutive quarters. My role involved meticulous capacity planning, precise demand forecasting, and efficient scheduling and rostering for 1000+ FTE across diverse channels including inbound, outbound, and webchat. Additionally, I conceptualized and implemented a groundbreaking leave processing template, leveraging advanced SQL and Excel techniques, which optimized workforce planning efforts and saved thousands of dollars weekly. Committed to continuous improvement and leveraging cutting-edge technology for enhanced efficiency, I am dedicated to achieving measurable results and driving organizational success in WFM

Mumbai, Maharashtra, India

As a Junior WFM Analyst, I played a pivotal role in optimizing workforce efficiency and ensuring seamless operations for two of the largest departments in the organization. Responsible for planning, scheduling, roster management, and SLA adherence, I meticulously managed the workforce to meet operational demands. With a focus on precision and employee satisfaction, I published weekly rosters for 750 employees, achieving high scheduling accuracy and driving employee engagement. Additionally, I strategically planned and managed SLAs for inbound processes in a 24/7 operation, ensuring consistent service delivery. My role involved generating performance reports on a daily basis and conducting root cause analysis to address SLA failures, utilizing methodologies like Erlang C for planning and implementing tailored solutions for the WFM profile. Through my analytical approach and dedication to continuous improvement, I contributed to the efficiency and effectiveness of the WFM team, ultimately enhancing overall operational performance

Mumbai, Maharashtra, India

With a background in telecommunications customer service, I quickly advanced into a leadership role focused on team management and operational excellence. As a former Customer Service Representative, I transitioned to overseeing On-the-Job Training (OJT) teams, guiding new members' integration and growth. I provided hands-on support, crafted training materials, and led knowledge sessions to ensure team proficiency. Additionally, I managed escalations, provided frontline support, and delivered performance reports to senior stakeholders. I've been instrumental in nurturing talent, driving efficiency, and enhancing team performance

Mumbai, Maharashtra, India

1. Managed inbound calls from customers seeking assistance with billing inquiries, technical issues, and general account support.2. Provided personalized assistance to customers, explaining billing details, resolving discrepancies, and ensuring accurate account information.3. Delivered technical support to address phone settings, connectivity issues, and other technical concerns, ensuring optimal functionality for customers.4. Executed cross-selling initiatives by recommending additional phone services, accessories, or upgrades to customers, contributing to revenue growth.5. Handled a high volume of calls efficiently in a fast-paced environment while maintaining professionalism and a positive customer experience.6. Demonstrated expertise in telecommunications services, effectively addressing customer inquiries and providing tailored solutions.7. Fostered strong customer relationships through effective communication, active listening, and empathetic problem-solving.8. Collaborated with internal departments such as billing, technical support, and sales to resolve complex customer issues promptly.9. Maintained accurate documentation of customer interactions and resolutions in the company's database for reference and analysis.10. Engaged in continuous learning and development through training sessions to stay updated on product features, policies, and procedures.

Mumbai Area, India

As a co-founder of a successful venture specializing in CNC machines and related services, I played a key role in establishing and growing the business in the industrial areas of Mumbai. Our company focused on selling CNC machines, parts, accessories, and servicing contracts, catering to the diverse needs of industrial clients. With an annual turnover of $100k, we achieved significant success in a competitive market. After contributing to the company's growth and success, I made the decision to exit the business to pursue new endeavors and opportunities. I am proud of the achievements and experiences gained during my time as a co-founder, and I look forward to leveraging my entrepreneurial spirit and industry expertise in future endeavors

Mumbai, Maharashtra, India

1. Assisting customers with account inquiries, transaction issues, and card management over inbound calls from the USA.2. Addressing and resolving escalated customer concerns and complaints to ensure high-quality service delivery.3. Conducting thorough research and investigation to provide accurate and timely responses to customer inquiries and complaints.4. Collaborating with other departments such as fraud prevention and technical support to address complex customer issues.5. Maintaining detailed records of customer interactions and transactions in the company's database for future reference and audit purposes.6. Providing support and guidance to new team members during their onboarding process to facilitate their integration into the team.7. Participating in ongoing training sessions and workshops to stay updated on product knowledge, policies, and procedures.8. Collaborating with team members and supervisors to identify process improvements and implement strategies to enhance overall customer satisfaction and efficiency.

Mumbai, Maharashtra, India

1. Conducted product training sessions at client sites, focusing on product features, benefits, and sales techniques.2. Developed product concept notes and presentations for training purposes, obtaining approval from management.3. Conducted dipstick evaluations to assess floor knowledge and understanding of new products.4. Monitored and ensured achievement of weekly calling hour targets for agents until confirmation.5. Maintained comprehensive MIS records including training coverage and auxiliary usage tracking.

Mumbai, Maharashtra, India

1. Oversaw customer interactions, including order placement and product inquiries, in a high-volume contact center environment.2. Collaborated with Quality Analysts and Team Leaders to analyze call quality and implement improvements.3. Generated and distributed weekly team reports on metrics including shrinkage, quality, attendance, and adherence.4. Managed team operations in the absence of the Team Leader, ensuring optimal staff utilization and adherence to schedules.5. Prepared monthly POF reports in collaboration with Team Leaders for team members' performance assessment.6. Facilitated shift and WO requests for team members, coordinating with the Team Leader and managing Team Roster.

Mumbai, Maharashtra, India

1. Managing Client Correspondence: Handling emails, phone calls, and inquiries from clients, ensuring prompt and professional responses.2. Appointment Scheduling: Coordinating client meetings, appointments, and conference calls for partners and senior staff members.3. Document Management: Organizing and maintaining client files, financial records, and documentation in compliance with regulatory standards.4. Client Onboarding: Assisting with the onboarding process for new clients, including gathering necessary documentation and information.5. Billing and Invoicing: Preparing invoices, tracking payments, and following up on overdue accounts receivable.6. Administrative Support: Providing administrative assistance to partners and staff, including travel arrangements, expense reporting, and meeting logistics.7. Database Management: Updating and maintaining client databases and CRM systems with accurate and up-to-date information.8. Client Communication: Drafting and sending out engagement letters, newsletters, and other client communications on behalf of the firm.9. Compliance Support: Assisting with compliance-related tasks, such as anti-money laundering checks, client due diligence, and regulatory filings.10. Event Coordination: Organizing client events, seminars, workshops, and webinars, including venue selection, invitations, and logistics.11. Research and Analysis: Conducting research on industry trends, regulatory changes, and best practices to support client service and business development efforts.12. Team Collaboration: Collaborating with colleagues across departments, including tax, audit, and advisory teams, to ensure seamless client service delivery.

Dpgd In Internation Business

Bachelor Of Science - Information Technology (Bsc-It)

Bachelor Of Information Technology

Ssc