Rohit Dawar

Experience

• 

  Idea Cellular Ltd

  Jun 2004 - Dec 2005

  Executive - Customer Care

  • Resolved customer queries, requests and complaints at inhouse call center of IDEA Cellular Limited.• Ensured customer satisfaction through first level resolution. • Promoted the company’s products by updating the customers about the new services launched in the market.

• 

  IBM Daksh Business Process Services Pvt. Ltd.

  Dec 2005 - Apr 2006

  Executive Voice

  Process: NTL (National Telecommunications Ltd.)Broadband Technical Support Process• Responsible for making the internet connection work. It involved troubleshooting steps related to the cable modem and the PC.• To resolve email related queries pertaining to webmail and Outlook Express.• To register new customers on the NTL network.• Upsell the company’s products by upgrading the broadband package.

• 

  Airtel

  May 2006 - now

  Airtel Business (B2B Sales)• Managing National Strategic Accounts across verticals like Manufacturing, Services, E-commerce, ITES, BFSI, Education, Aviation, Media and Hospitality.• Driving new products and innovative solution selling to penetrate and capture untapped potential across all lines of business.• Building strategic partnerships and Joint GTMs by creating CXO level engagements.• Operating to reduce churn, bad debts and increased realized revenues.• Responsible for Sales of : SD-WAN solution, Cyber Security solutions, System Integration, Cloud, Colocation, Data Centers, Enterprise Messaging, Unified Communications & Collaboration, IPLC, MPLS, Internet, NLD, M2M solutions, Cloud Telephony and Managed Wi-Fi services. Show less National Escalation Team• Looked after the Escalation, Service and Incident Management process for Corporate Office and Top Management escalations across all lines of business - Enterprise Business, Mobile, Fixed Line & Digital TV.• Managed the National Service Desk to assist in handling client escalations to ensure satisfaction, retention and quality service delivery.• Process re-engineering and correction to enhance efficiency.• Monitor quality, train, coach and review performance of Service Recovery team.• Partner management and governance- Outsourced operations. Show less

  • DGM – Customer Experience

    Jun 2024 - now

  • Business Manager - Customer Experience

    Oct 2021 - May 2024

  • Manager - Sales

    Apr 2018 - Sept 2021

  • Manager - CSD (Customer Experience)

    Sept 2012 - Mar 2018

  • Assistant Manager

    Dec 2009 - Aug 2012

  • Executive - Senior Executive

    May 2006 - Nov 2009