Ravi Dhiman
Calgary,AB
"I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.
Maya Angelou
Summary
Dedicated customer success professional and having 14+ years of experience with a strategic mindset and a strong business acumen. I am adept at developing and executing comprehensive business plans to drive profitability and growth. My exceptional communication, interpersonal, and leadership abilities enable me to collaborate effectively with cross-functional teams to achieve business objectives and exceed client expectations.
Overview
15
15
years of professional experience
Work History
SO - Customer Service Officer
GardaWorld Corp
Calgary, Alberta
07.2023 - Current
- Led and developed a bilingual customer service team (20 employees)
- Implemented improved customer service plans, reducing customer dissatisfaction by 50%
- Provided superior customer service through direct interactions with 1000+ customers daily
- Received raving star award, achieving great customer service by getting 5 or more customer surveys back
- Updated and published more than 25 standard operating procedures (SOPs) using stakeholder, customer and employee inputs
- Mentored over 40 new pre-certified officers on-board, providing training in customer service, improving overall service quality by 20%
Customer Success Manager
Basware
09.2021 - 04.2023
- Establishing strong relationships with customers, resulting in increased customer loyalty
- Collaborate with sales, product, and support teams to achieve customer satisfaction and drive growth opportunities
- Conducting monthly cadence call with the customers to understand their pain areas & plan actions
- Ensure compliance with Industries policies Manage customer complaints (internal and external) in professional and effective manner
- Ensure that all production targets are met on daily basis by identifying and prioritizing processing needs
- Stay up-to-date on industry trends and best practices in customer success
- Detail-oriented and deadline-driven
Associate Manager
Tech Mahindra Business Services (AT&T)
11.2018 - 09.2021
- Responsible for leading a team of employees, setting goals, managing performance, and ensuring that team members have the resources they need to succeed
- Developing and implementing strategies to achieve business goals, such as improving customer satisfaction and handling leadership escalations
- Responsible for managing projects from start to finish, including planning, execution, and tracking progress.
- Work closely with other departments or teams within the company to achieve common goals
- Building and maintaining relationships with existing clients to ensure customer growth and identify upselling opportunities
- Interviewing candidates to increase company's productivity and profitability with quality workers
- Responsible for coaching and developing employees, providing feedback and guidance
Assistant Manager
Holiday Travel Triangle (Expedia)
05.2018 - 11.2018
- Responsible for leading a team of employees and setting goals
- Cultivated interpersonal skills by building positive relationships with others
- Responsible for managing customer reservations and bookings
- Developing travel packages and promotions, working with vendors to negotiate prices and packages that meet customer needs
- Monthly 1:1 discussion with team and share feedback
- Proven ability to learn quickly and handle situation
- Ask open-ended questions to better ascertain client needs and determine best international travel offerings
Assistant Manager
Concentrix, A SYNNEX Corporation
10.2013 - 04.2018
- Managing a team of employees and setting their goals
- Increased employee performance and job satisfaction to strengthen retention and engagement
- Ensure to adhere to the SLA timelines to answer the inbound calls
- Answer customer inquiries and service requests in person, on call, or online
- Ensure complete participation and contribution to organization/process level initiatives
- Handle Losses and Escalations
- Organized and detail-oriented with strong work ethic
Technical Support
Post Graduate Institute Of Medical Education And Research
10.2008 - 09.2013
- Assisted with updating network support best practices for use by team
- Developed and implemented preventive maintenance procedures
- Responsible to manage department network connectivity
- Service installation, maintenance and troubleshooting of all kinds of desktops
- Troubleshooting and installation of Network Printers, Line printers and Servers
- Conducting video-conferencing sessions via LAN, WAN, VPN, & MPLS connectivity
Education
Bachelor of Computer Application - (BCA)
03.2013
Diploma - Electronics & Communication
12.2009
Skills
- Project Planning and Execution
- Application Development
- Cross-functional Collaboration
- SaaS
- Cost Analysis and Savings
- Key Performance Indicators
- Communication Management
- Adaptability
- Problem Solving
- Problem Management
- Quality Assurance
- Team Collaboration
- Decision-Making
- Production Support
- SLA Agreements
Accomplishments
- Contributed to increase the business rating for the year from 4.2 to 4.8 stars.
- Supervised team of 100+ staff members.
- Received seven 5-Star Gartner reviews through effectively helping B2B Clients.
- Contributed to the success of a fundraising gala by managing guest inquiries, ensuring a seamless experience for over 300 attendees.
- Coordinated with vendors and addressed issues in realtime, resulting in a 25% increase.
- Assisted over 500 callers on a mental health helpline, providing empathetic support and information on available resources.
- Improved response time by 20% through effective communication and collaboration with team members.
Certification
- PMP Project Management Professional 2023-08
- Certified Scrum Master 20023-05
- Learning Data Analytics 2023-09
- Business Writing Principles 2023-03
- Communicating Across Cultures 2023-02
- Critical Thinking May 2023-02
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
SO - Customer Service Officer - GardaWorld Corp
07.2023 - Current
Customer Success Manager - Basware
09.2021 - 04.2023
Associate Manager - Tech Mahindra Business Services (AT&T)
11.2018 - 09.2021
Assistant Manager - Holiday Travel Triangle (Expedia)
05.2018 - 11.2018
Assistant Manager - Concentrix, A SYNNEX Corporation
10.2013 - 04.2018
Technical Support - Post Graduate Institute Of Medical Education And Research
10.2008 - 09.2013
Punjab Technical University - Bachelor of Computer Application, (BCA)
Thapar University - Diploma, Electronics & Communication
- Scrum: The Basic Sep 2022 Achievements
- Learning Data Analytics: 1 Foundation Sep 2022
- Business Writing Principles Mar 2022
- Communicating Across Cultures Mar 2020
- Critical Thinking May 2020
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