Dinesh Kumar

Team Leader

cars24•  September 2023 - Present•  Gurgaon

Spearheaded the implementation of a new sales strategy, resulting in a commendable 20% increase in monthly revenue. Optimized the onboarding process for new hires, achieving a notable 30% reduction in training time. Orchestrated a cross-functional team to develop and launch a new product, leading to an impressive 65 Lac in sales within the first month. Collaborated with diverse stakeholders to streamline processes and enhance operational efficiency. Accountable for optimizing the overall conversion rate of the Sourcing team. Monitored the lead to disbursal ratio regularly, identifying and addressing gaps to improve efficiency. Conducted weekly reviews with team leads to analyze gaps and determine requirements for achieving higher conversion rates.

Team Leader

Enser Communication•  May 2022 - August 2023•  Gurgaon

Orchestrated and managed a team of 50 members, comprising 4 TLs, 3 QAs, and 33 advisors in Acko GI Sales Process. Prioritized and enhanced overall Sales count, driving a 4.23% increase in sales performance over 3 months. Streamlined the hiring process by implementing a 3-level interview procedure, resulting in the recruitment of high-potential candidates and the development of a highly competent team. Conducted weekly reviews with Team leads, QAs, and IT team to identify operational gaps and address their requirements for seamless and efficient workflow. Proactively engaged in individual discussions with advisors to identify process and team-related shortcomings and proactively remediated them. Facilitated client meetings to provide transparent updates on target status and collaborated with stakeholders to devise targeted strategies for more effective results. Organized separate Call Listening sessions with clients, Team Leads, and advisors to ensure quality and consistency in communication.

Team Lead

Urban Company (UC)•  March 2019 - March 2022

Orchestrated and managed a team of 20 members customer escalation team of Appliance Team. Prioritized and enhanced overall Ticket Resolved count, driving a 11% increase in ticket resolution in the initial period itself. Participate in OPS round of interview for the new hires to let know the best capability of the candidate. Conducted weekly reviews with Team to identify operational gaps and address their requirements for seamless and efficient workflow. Proactively engaged in individual discussions with advisors to identify process and team-related shortcomings and proactively remediated them. Regular call audits of the team and give them real time feedback to enhance the best communication to resolve the tickets on time. Organized Call Listening sessions with the team to ensure quality and consistency in communication. Collaborating with the different teams like Social Medial Team, OPS team to ensure the timely closure of the tickets and give the best experience to the customers.

Associate

Globiva•  November 2018 - March 2020

Worked in the pilot batch of the Upsell team of RBL credit card process. Call the customers and convince them to take the higher variant paid card instead of FYF card. Best seller throughout the journey with the team and won RNR for the highest upsell count of 248 cards in April 2019. Learned and worked as a helping hand for the TLs and pro-actively took responsibilities like managing the team in absence of the TL, maintaining Conversion report over excel, Attendance part and many more.