Dilip Sachdeva Email & Phone Number

Gurgaon, India

Managing a US Technology Account, the largest Tech Account in Concentrix India (across Gurgaon, Pune & Bangalore), with a Revenue of $75M. Built the Account to a 3000-member world class team, delivering top notch performance, consistent growth in the business and continuous change & innovation to the clients, managing & leading High Performance Teams and retaining Hi-Pot Talent in the business.• Grew the account by 36% ($55m to $75m) in 3 years• Overall >90% achievement on Key Client Metrics like CSAT, Initial Response Rates & Resolution rates • Retention rates at 2-3% per month (annualized 30%)• Enabled the frontline population & staff to use tech & automation in delivery, building the Tech COE & enabling innovation in the accountAchievements & Awards• Won ‘Account of the year’ for 2020 for highest performance & lowest attrition in India.• Won the ‘Top performing account of 2018’ across Concentrix India.Additional Projects• Lead the Center of Excellence (COE) team for Technology vertical for Pan India Tech Accounts in Concentrix. • Led multiple Innovation Projects for the Accounto 85% Hiring Through Virtual Platforms o 60% Trainees Utilized The Suite Of Training Tools which included Gamification, Automation and Automated Agent Lifecycle Dashboards. o Rolled Out Ideation Platform, 80% Employees submitted the ideaso Rolled out QuickConnect (Instant messaging), Fraud Management system & Secure Cx (Security Application for WAH staff)o Helped develop & offered the “Notes Automation” tool to the client• As a Site Leader, ensuring the Site Operations run with complete support of Resource Functions. The Business Continuity Plan (BCP), Site Audit, Mock Drills, Compliance Audits, etc are not just conducted on time however they are also successfully implemented

Gurugram, Haryana, India

Worked as Service Delivery lead for B2B support, for a large US Technology company, leading their Outsourced Operations in India. Enabled building of a world class team & getting growth for the Site• Lead the team size of about 1500 people in Gurgaon and Pune to support commercial technical support delivery on phone and chat in Inbound and Outbound call model.• Responsible for $36 m revenue & 23% Operating Income for all the LOBs• Maintained an attrition rate of 3% monthly• Successfully enabled Digital Transformation of the Hiring System for the Account, Enabled virtual Training for the employees through the Client Trainers & helped explore options for employees to embrace latest technology & toolsAdditional Projects• Led project on Customer Satisfaction in Cloud, Won the best Supplier Award worth $200K. • Worked as a Member of Global Advisory Council in Convergys and responsible for redesigning Team Leader role across countries for Convergys sites.• Streamlined recruitment and on-boarding of frontline engineers, resulting in better quality of recruits and reduced training attrition.• Successfully Setup Technical Support teams in Sapporo (Japan), Dallas (US), Sofia (UK), Cairo (Egypt) and La Coruna (Spain).

Gurugram, Haryana, India

• Lead the team size of about 1000 people in Gurgaon to support technical support delivery on phone and chat in Inbound and Outbound call model.• Worked with one of the world’s top IT companies a client and supported their customers on operating system/applications support for various geographies around the world. Developed strategic relationship with the client which helped in sustained results and business with Convergys.• Managed P&L for the assigned lines of businesses and ensured we grow in revenue while maintaining our bottom line. Kept various parameters like wage rates, seat utilization, billing, overhead costs at the radar to ensure the targets are not missed.• Worked as a Member of Global Advisory Council in Convergys and responsible for redesigning Team Leader role across countries for Convergys sites.• Streamlined recruitment and on-boarding of frontline engineers, resulting in better quality of recruits and reduced training attrition.• Being single point of contact for the clients, ensured accountability and pro-activeness in all aspects of business.• Delivered outstanding results by exceeding client metrics in all the lines of businesses. Pioneered growth in the business in terms of both the headcount and the revenue. • Responsible for decisions concerning operational strategies and tactics as well as decisions concerning investments in the program requested by the client or the management team. • Acknowledged several times as Best Senior Manager. Helped the program win the best program awards at the organization level as well. • Completed Six Sigma Green Belt Certification.

Gurugram, Haryana, India

1. Ensured operational delivery from the Lines of Businesses managed, spanning around 120-150 people2. Ensured all the client metrics are met at all the LOB levels.3. Worked with different resource functions and leadership team to ensure seamless employee hiring/training and growth.4. Ensured all internal Convergys metrics (Attrition, Shrinkage, Absenteeism, Productivity) are met.5. Communicate with the client on Monthly Scheduling/Volume forecasts to ensure right staffing is in place.6. Weekly business reviews with Team Managers to ensure all client and Convergys metrics are met. Address gaps through performance management, addressing developmental needs and employee morale.7. Work on succession planning for Senior Team Managers and Technical Leads. Have a pipeline ready to ensure the service delivery is not impacted because of attritions in the team.8. Be part of hiring at frontline, technical lead and team manager roles.9. Work with Senior Operations Manager to ensure the business is meeting Revenue/Profit targets on a monthly basis.10. Conduct mentoring/grooming sessions for the teams.

Gurugram, Haryana, India

1. Enable the team to deliver superlative technical support by ensuring they have required technical skillsets. 2. Ensure quick resolution on technical issues to all the customers through phone support. 3. Motivate team members to perform at high levels of efficiency while maintaining employee morale.4. Set and communicate team and individual goals and communicate strategy, tactics and behaviors required to achieve those goals.5. Coordinate team meetings to communicate team information and to receive team’s feedback on areas where they need help.6. Write and deliver individual performance reviews.7. Coordinate daily schedules with assigned Work Force Manager to ensure correct coverage of all inbound phone queues. This task involves examination and approval of vacation time and other scheduled OOFs, the coordination with training and the adjustments to scheduling when unexpected OOF occurs.8. Supervise the active phone queues to ensure schedule adherence and efficient and effective call response.9. Conduct call listens to ensure proper customer phone handling and provide coaching and training as necessary. 10. Conduct personal case reviews in the CRM tool to ensure adherence to standardized use of documentation, timely follow-up with customers and to detect any signs of potential customer dissatisfaction.11. Contact customers to perform case recoveries if customer satisfaction seems at risk.

Jaipur, India

Client Relationship and Managing Service Delivery for Transcription Business.Head of Marketing for SoftwareManaged the team of approx 300 people.

Jaipur, India

Managed Marketing and Business Development for Export Unit.

Senior Management Program

Bachelor Of Commerce (Bcom)