1. Diwakar Dalela Email: dalela.diwakar@gmail.com
Cell: +91 9831049083
Professional Profile
 IIM Lucknowgraduate and “Excellence Award” recipient for an Executive Management Program.
 10+ years of experience and action-oriented Business consultant, Customer Service and Account
Management Professional.
 Current profile encircles Business consultancy, Product Development/ Customization with Marketing
Analytics resolving in enhanced Customer Experience.
 An effective communicator with excellent Client relationship & interpersonal skills backed by strong
analytical, problem solving and organizational abilities.
 Core functional strength/experience & exposure includes fields of Business Development, Customer
Service, People Management, Quality Assurance, Training, Transition & New Process Implementation.
 Lead business decision and consult engagement to build environment for Successful operations or
business delivery.
 Guiding internal and external teams through problem definition, issue identification and work plan
development using structured problem solving principles and past experience.
PROFESSIONAL EXPERIENCE
Organization: BhartiAirtel. Duration: August ‘14- Present
Designation: Manager Customer Experience Base Location: Kolkata
Bharti Airtel the Third Largest Telecom Operator Globally with its diversified businesses and services across 20
countries like India, Sri Lanka, Africa and Bangladesh.
Key Responsibilities:
 Manage Airtel DTH Customer Experience & Life CycleManagement for Entire East India covering
states of Bihar,Jharkhand,West Bengal, Orissaand NESA.
 EnhancingCustomer Experience Basis Markettrends resolvingin aggressiveMarketing/ Product
strategies driven by customer demography.
 Responsiblefor understandingconsumer behavior across differentgeographies and related
demography and synchronizingitwith Content development and Content customization of the
product resolvingin aggressiveCompetition Benchmarking.
 Resolvingfor Life CycleManagement of consumer startingwith his Activation Experience at KRO’s
with a keen watch on his suspension pattern with continuous intervention through OBD, SMS and
tele calling.
 Workingclosely with Sales and ServiceTeams to design and lead business requirement definition,
business and process change,guided analytics,and businesschangeand readiness work streams,to
deliver the most successful solutionscateringoverall businessgrowth.
 Responsiblefor Matrix Management of Customer Churn as an output of Life CycleManagement and
ensuringfunnel flowapproach in minimizingbasechurn.
 Manage DTH Tele callingvendors acrosslocationsboth derivingand rendering solutions to key
Customer pain areas.
 ManagingPAN India Customer grievanceunit ensuringcustomer delightas end product.

2.  Specialized in PerformanceManagement, Executive escalations team, Workforce Optimization,
Quality and Training management, Process/Businessautomation, ManagingNPS and customer
experience.
Organization: Kochar Infotech Pvt Ltd. Duration: November ‘13- August’14
Designation: Sr. ManagerOperations
Kochar Infotech is one of the India Leading Data solutions provider.
Key Responsibilities:
Operational Excellence
 Drive optimization of delivery of standard solutionswithin area(s) of expertise
 Lead servicedelivery strategy and execution across all locationswhere the services areprovided [Client locations]
 Manage the team to deliver agreed scopeof services whileachievingprofitability improvements and productive
gains
 Ensures the feasibility of the standard solutionsand delivery of the same by leveragingKochar’s full capabilities
work with delivery accountmanagement leaders and commercial directors.
 Manage supply and demand, servicequality and processes to meet delivery expectations
 Implements business and quality to consistently achieveperformance targets such as Six Sigma,operational
excellence, etc.
 Implementing Quality processes focusingon Customer Experience Management.
Account Management/ Business Development
 Check and identify accounts that are likely to become a bad debt or “zero balance”accountand contact the clients
to retain them;
 Develop relationshipswith loyal clients;ask for their feedback and providefeedback to the marketing/CRM
/Operations units for purpose of enhancingthe quality of service;
 Provideassistancein relation to classifyingthe efficiency level at work, determining salespaceand developingthe
qualification of units;
 Conduct reviews on accounts on regular basisto evaluateclients’demands and us age of account; determine types
of services/products and prices/fees satisfyingthe clients’needs as well as the organization’s objectives;
 Makingevery effort to maximizeboth present and longterm sales and profit.
Organization: Aegis Limited Duration: October‘09- August ‘13
Designation: ManagerOperations, SinceApril, 2012 earlier joined as Assistant Manager (Oct 09-Mar 2012)
 ManagingTeam sizeof 750 CCE with the help of 32 TL’s, 6 AM’s.
 Ensuringadherence of Standard OperatingProcedures laid down for Operational functionality.
 Coordinatingintegration with support functions viz.Quality,Training, TalentAcquisition, Technology,and
Compliance.
 Keeping a closewatch on Revenue and pluggingin or out the various costallocationsthereby benefiting the overall
process and boosting profitability.
 Initiated Projects likeLEP (Leadership Essential Program) AOB (Adherence on Basics) & RAGA (Attrition Analysis)

3. Organization: Reliance Life InsuranceCompany Ltd. Duration: Aug ‘08- Sep’ 09
Designation: Assistant Manager -Operations
 Responsiblefor 5 branches of Lucknow region for overall Operations,Customer Services,admin & audit.Span
included 20 Customer Service Executives and 12 Customer Support executives.
 Developed progressiveprocedural methods to streamlinepolicy login and thereby issuancekeepingInsurance
insightatcore which helped boostthe issuance/ complianceupkeep for the branches.
 Pivotal in coachingand trainingthe team to improve customer servicethrough effective skillsand preparing
weekly/ monthly and quarterly reports and maintained employee performance databasetracker with a view to
monitor efficiency of associates.
 Pivotal in drivingtherenewal premium collection for both lapsecases as well as activecases.
Organization: ICICI Prudential Life InsuranceCo. Ltd Duration: Jul‘07- Aug ’ 08
Designation: DOPS Hub Coordinator -Operations
 SPOC for rural branches PANUP for Distributionsand Operations for Underwritingand Policy Issuance.
(Underwriting Limit of 5 Lacs)
 Responsiblefor the trainingof DOPS process flowto operations and sales staff of upcomingRural branches in UP.
Organization: GENPACT Ltd. Duration: Dec ‘05- Jun ’ 07
Designation: Process Trainer, earlier joined as Process Associate
 Primarily responsiblefor the Voice and Accent trainingof the new hires for the callingteamin congruence with the
VnA trainer based out of UK.
 Conducting monthly assessmentof the knowledge understandingof the team and givingneeded trainingand
feedback to the ones found lackingin it.
 Solely responsiblefor trainingtheNew-hires, assessingtheir productivity and accuracy and mentoringtill the time
they come up the learningcurveto function independently.
Previous Assignments:
 Apr’05 – Oct ’05: Bharti Cellular Services (M.P. Communication) as Retention Customer Executive
Accomplishments:
 Awarded with “Excellence Award” at IIMLucknow for Excellent grades (CGPA- 9.1) and overall contribution for the
academic facilitation of batch as `ClassRepresentative’.
 Winner of ‘Silver Award’ for excellencein Callingand display of outstandingteam spiritatGenpact.
 Awarded Best Performing AM consecutively for 6 months for Operational Excellence& also awarded as “Captain of
the Month” for excellence in People Management at Aegis.
Trainings:
 Various trainingattended in all aboveorganizationssuch as LEAN (Quality Training),Exposureto Insurance
overview, INTERACT, Negotiation, feedback givingskills,TTT (Train the Trainer program), HPMT and COPC.
Educational Qualification:
 Post-Graduation in General Management Program from IIMLucknow in 2014.
 Graduation in Sciencefrom Lucknow Christian Degree College in 2005.
PERSONAL DETAILS:
Father’s Name: Mr. Sudhir Dalela
Date of Birth: 31st October 1984.
PassportDetails: N3073589
Permanent Address: 33 Ravindra Vihar,Chandan Vihar Faridi Nagar Lko. 226015