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Naresh Dhingra is listed as Service Delivery || Onboarding, CVM & Retention || Contact Center || Operations Mng from NITIE Mumbai || Tech Graduate || Mentor of Change at NITI AYOG at Mahindra Holidays & Resorts India Limited, based in Mumbai, Maharashtra, India. AeroLeads shows a work email signal at vodafoneidea.com and a matched LinkedIn profile for Naresh Dhingra.
Naresh Dhingra previously worked as General Manager at Mahindra Holidays & Resorts India Limited and GM - Postpaid Retention Ops head Customer Services at Vodafone Idea Limited. Naresh Dhingra holds Pgdie, Business Administration, Management And Operations, 8.0 Cgpa from National Institute Of Industrial Engineering.
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14+ Years’ experience in Customer service delivery via diverse roles in Customer Retention, Onboarding, Value Mng, Partner relationship Mng, Contact center, service operations, Analytics and Digital servicing. PG from NITIE (now IIM Mumbai) and B. Tech (IT). Joined IDEA Cellular Ltd. (Aditya Birla Group) under Young leadership 2010 program. Initiated as trainee and grown as Team Lead while managing end to end circle Postpaid Operations: Collection- Retention, Channel partner relations and Process compliance portfolios & later BI to customer service head. Elevated through the ranks and managed Contact center operations for north india within erstwhile Idea Cellular Ltd. Led integration & transformation of Inbound, Outbound CC operations of Vodafone Idea ltd. after heading to one of largest central India cluster transition within the industry, post-merger of 2 leading telecom giants in Sep’18 till Jul’20. Led Vi Postpaid Retention Process Factory Operations, post restructuring & consolidation of decentralized circle processes, aligned 12 DRs’ ensuring delivery of 3 digital assets & 950+ FTEs’ at 10+ partner sites till Dec23.- Joined Mahindra Holidays and Resorts India Ltd, as Head of Retention, Experience Management starting 2024. Key deliverables include Member Retention, Revival, Onboarding and Value Mng. Appointed as “Mentor of change” by NITI AYOG for Atal Tinkering Labs in 2018. Deeply inspired from diverse philosophies which include Design Thinking, Digitization, Service design, leadership, Collaboration and Innovation. Proven execution track record of transforming large scale customer service operations & delivering sustainable performance via revamping customer journeys, digitally enabled service designs & inspiring people (employee, partners)
Listed skills include Requirements Analysis, Partner Management, Supply Chain Management, Business Analysis, and 15 others.
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Mumbai, Maharashtra, India
- Key deliverables include Member Retention, Revival, Onboarding and Value Mng.- Effectively govern and enable Reactive Retention Ops via motivated inhouse team to reduce cancellation - Seamless Member Onboarding and reduce early dissonance- Value Mng initiatives to drive Every member holiday campaigns- Service Assurance initiatives and Differentiated servicing programs to reduce cancellation Inflow and enhance experience
Ahmadabad, Gujarat, India
Standardize, Digitize & Harmonize PAN India field & CC Retention Operations for Vi postpaid.• Institutionalized entity to centrally govern & ensure consistent delivery at optimum cost; for Outbound & field service operations.- Associated with key strategic projects like Priority servicing, Digital Onboarding and Churn Propensity Modeling to reduce churn requests and improve bottomline
Lucknow, Uttar Pradesh, India
Transition, Integration & transformation for Biggest CC cluster operations• Consolidated 1280 seats from 14 to 5 sites operations with uniform service experience• Accountable for 500 Mn yearly budgets with maximum scale of CC transition within VIL• Led a team of 6 managers (site operations, training, quality) managing 4 service partners. • Partner governance to achieve operational excellence as per set KPI targets within SLAs’.
Dehradun, Mohali
Monitor partners operations, compliance with agreement, Implementation of governance guidelines.Continuous contact center performance delivery, mutual value creation and partner engagement via driving upsell, retention, C-SAT, Customer journey mapping studies strengthening digital first approach.
Dehra Dun Area, India
Streamlines workflows as per set SOPs and effective COSA utilizationInitiatives to fix broken customer journeys and curb down Communication inefficiencies, process & technical glitches.
Jaipur Area, India
Circle Data Growth –Increase in Users, Usage, Data Recharges & Channel Lead generationDesigned Segmentation model on Users/ usage trends, Segmentation Flow, Campaign conversions, Smartphone Pack Penetration and AONData Specialist Business engagement initiatives via Onsite Service Support, Service Sales linked incentive programs
Jaipur Area, India
Postpaid Billing- Restructured Bill Generation/ Delivery ProcessCollections- Rolled out Collection Incentive and partner Channel Commission Policy for FY-11-12 & 12-13Designed Optimized Portfolio Allocation, Slab based Commission Structure and Soft Bucket Collection IncentivesRestructured Cash Collection model via V Top Up to reduce length of Credit and complaintsDeveloped & Rolled out Voluntary ZMOU
Kochi, Kerala, India
Increase in Prepaid Recharge through Web and ATMHygienic Correction of Web Content and Awareness Promotion through easy steps processSegmentation of Potential Base through MOMT Reports- Web Transaction Short Codes
Mumbai Area, India
Benchmark MyIdea & design streaming applicationGenerated Scorecard and evaluated My Idea to Industry Outlets – through mystery AuditsCBA for open source applications and utility rollout across 2 Myidea in Mumbai for Pilot
Mumbai Area, India
SCM Strategy Planning for Private Label Brands in FOOD BAZAAR Developed Forecasting Model and inventory norms with vendors for 270 private brandsDesigned Vendor Rating Plan, Replenishment Plan, categorizing Articles on basis of Shelf-Life Proposed 30% reduction in safety stock, 9% increase in serviceability at DC
NITIE, Mumbai is amongst the oldest ivy-league B-schools of India with its inception in 1963. It has been recognized as one of the 15.
GATE-2008 Qualified with AIR -55 and 99 percentile in Information Technology
Quick answers generated from the profile data available on this page.
Naresh Dhingra works for Mahindra Holidays & Resorts India Limited.
Naresh Dhingra is listed as Service Delivery || Onboarding, CVM & Retention || Contact Center || Operations Mng from NITIE Mumbai || Tech Graduate || Mentor of Change at NITI AYOG at Mahindra Holidays & Resorts India Limited.
AeroLeads has found 1 work email signal at @vodafoneidea.com for Naresh Dhingra at Mahindra Holidays & Resorts India Limited.
Naresh Dhingra is based in Mumbai, Maharashtra, India while working with Mahindra Holidays & Resorts India Limited.
Naresh Dhingra has worked for Mahindra Holidays & Resorts India Limited, Vodafone Idea Limited, Idea Cellular Ltd, and Future Logistics Solutions Ltd..
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Naresh Dhingra holds Pgdie, Business Administration, Management And Operations, 8.0 Cgpa from National Institute Of Industrial Engineering.
Naresh Dhingra is listed with skills including Requirements Analysis, Partner Management, Supply Chain Management, Business Analysis, Vendor Management, Team Management, Competitive Analysis, and Strategy.
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