Digvijay Chauhan

About Digvijay Chauhan

I have been leading and delivering the Client Experience to SME\'s & Enterprise clients (B2C, B2B & FTL) for 8+ years. My career in Client experience is guided by the principle of treating every customer like the first and only client. I have found that nothing satisfies me more than meeting new people, developing new relationships, solving problems, and contributing to the growth of businesses.As a leader, I have established a reputation for creating a safe & welcoming working space for employees.Expertise:> Establishing Client Experience teams for SME Business (50 employees) & FTL Business(12 Employees) including hiring, defining KRA\'s.> Vendor Management> Driving and ameliorating CSAT/NPS Response & Score for both SME(B2C/B2B) & FTL> Implementing ticketing tool (freshdesk) to measure Associate\'s productivity, quality of service and monitoring the performance.> Enumerating Processes & SOPs

Experience

1. Director - Cs Operations B2b

   Delhivery

   Sep 2025 — Present · Goa, IN

   I head Customer Support Operations [In center CS] for B2B last-mile centers, leading a team of 80+ professionals to deliver a seamless and escalation-free client experience. My mandate includes strengthening appointment dispatch & delivery performance, reducing the controllable failure factors, owning critical client escalations, and driving operational hygiene.A key part of my role is spearheading ageing reduction initiatives to eliminate >2-day ageing across centers, while enforcing strict validation of delivery remarks to prevent process gaps or client dissatisfaction. I focus on building scalable processes, elevating service levels, and enabling the last-mile network to perform predictably and transparently.

Education

• Maharishi Dayanand University, Rohtak Haryana

  Master of Business Administration (MBA), General Sales, Merchandising and Related Marketing Operations

  2012 — 2014

Skills

• Marketing Strategy
• Merchandising
• Supply Chain
• Supply Chain Management
• Operations Management
• Store Management
• Team Management
• Marketing
• E-Commerce
• Competitive Analysis
• Retail
• Business Development
• Product Development
• Analysis
• Business Strategy
• Management
• Inventory Management
• Microsoft Excel
• Leadership
• Microsoft Office
• Sales
• Microsoft Word
• Sourcing
• Vendor Management