Dhruv Bhatnagar

Experience

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  IBM- Daksh Business Process Limited.

  Mar 2010 - Jan 2011

  Technical Support Executive (CCE)

  Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service. Drove sales by offering customers in house technician visits. Up-selling by educating customers about benefits, financially economical and increased scope of support with upgrades. Responded to customer inquiries and concerns within a defined knowledge base of the company. Ensure to resolve customer inquiries and concerns within the set SLA. Increased revenue as well as retained the unsatisfied customers by addressing their concerns with empathy, strong communication and negotiation skills, ensuring customer satisfaction. Defused customer concerns with exceptional conflict and problem resolution skills. Provided excellent customer service by efficiently resolving issues and responding to inquiries. Show less

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  IYogi

  Aug 2011 - Jul 2012

  Technical Sales Executive

  Pitching product and services as per the requirements of the customers to meet and exceed productivity targets and sales goals. Responded to customer requests, offering excellentsupport and tailored recommendations to address needs. Investigated and resolved technical challenges customers face. Using company’s troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions. Implemented up-selling strategies to increase the revenue in-flow by recommending support and services. Show less

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  TechnologiesV Pvt. Ltd.

  Jul 2012 - Jan 2013

  Senior Sales Consultant

  Pitching services to potential prospects, reached via manual and automatic dialing systems.Answered inbound calls from interested prospects.Overcome objections using friendly, persuasive strategies.Escalated concerns or problem calls to relevant teams.Performed cold calling and outreach to build a sales pipeline.Assisted with training and orientation of new employees.Displayed excellent sales skills and operations management skills.Set up appointments 30 - 40 with potential prospects according to schedule availability. Show less

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  TROVE IT SOLUTIONS PRIVATE LIMITED

  Feb 2013 - Mar 2014

  Sales & Operations Trainer

  Collaborated with Human Resources to facilitate recruitment promotion at job fairs and other community events. Assessed training program effectiveness on a regular basis and improved upon deficient areas. Trained agents on sales and account management practices to reduce process lags and enhance performance, efficiency and profitability. Managed recruitment, training and development for a highly effective sales team. Developed curricula, instructions, documentation and written tests for sales, soft-skills, incident based training courses. Monitored growth and development of individual soft skills. Assessed job requirements and needs of trainees to create soft skill development programs targeting skills such as interpersonal skills and time management. Scheduling / Planning different activities targeting : soft skills, team build up skills, ice breaker for new joins. One on one counseling session with agents adhering individual challenges related to process or even personal issues. In coordination with Human Resource conducting R n R activation at different occasions / festivals. Organizing team outings and parties every month end for recreation and team bonding. Initiated " Bring your family to work” Day, for better connection with team members. Show less

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  Sanskriti Hospitality & Events

  Mar 2014 - Mar 2016

  Senior Manager (Sales & Operations)

  Debrief staff of all 6 kitchens for day to day plan in accords with General Manager. Human Resources (determining needs, hiring employees, overseeing assignment of employees and planning staff development training.) as per strategies with demand of business. Organize special marketing activities, such as promotional events and discount schemes during festival seasons. Developed, implemented and managed promotional plans for off seasons for boosting revenue. Operations (Creating work schedule, Kitchen Operations and training); Sales and Finances (Oversight of sales, inventory, purchasing and supplies); Implementing regular maintenance and repair operations to keep all kitchens and equipment in peak condition. Prepared for and executed new menu implementations. Show less

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  Sanskriti Hospitality & Events

  Mar 2016 - Dec 2019

  General Manager

  Lead all the verticals of the organizations in accords with management's philosophy, mission, vision, expectations. Analyzing properties, different business verticals, competition, market, plans, budget, staffing, vendors, etc. and providing assistance with fine tuning & creating additional collateral, advertising, branding, staffing & training etc. Identifying & Finalizing locations for new projects like restaurants, banquets etc. Ensuring innovative, strategic, pre & post launch of projects ; marketing programs for branding, planning launch events, with focus on only brand creation. Streamlined HR efficiencies , coordinated new hire, orientations and over-seeing on-boarding and trainings, for new employees as per the company & industry standard, for efficient team creation & performance and meeting the brand standards. Lead and trained team members on effective strategies for operations and procedures. Ensuring that Occupational Safety and Health Act, local health and safety codes, as well as company safety and security policies are being adhered. Ensures timely execution of corporate & local marketing programs. Controlling cash flow by reviewing inventory, managing staffing, reviewing financial reports, and taking appropriate actions. Ensuring exceeding guest expectation and in compliance with company standards for preventive maintenance in regards to facility, equipment and ground maintenance; accurate, efficient services, positive guest relations, quality hospitality, services are prompt & efficient for better guest experience, with 100% customer guest satisfaction. Organized special events :festive celebrations like : Christmas Party, New Years Eve , receptions, get-together, promotions , corporate luncheons etc. Show less

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  OPK E SERVICES

  Jan 2020 - Mar 2022

  Senior Process Associate
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  SSDN Technologies

  Apr 2022 - now

  Being able to access cost-effective, convenient and high-quality training is a major career differentiator for IT professionals, but it’s also a major factor in engagement levels and employee retention, says Vennard Wright, CIO of WSSC Water.

  • Manager Enterprise Learning (L&D)

    Apr 2023 - now

  • Corporate Manager (L&D)

    Apr 2022 - now