Naresh Dhingra

WORK HISTORY

EDUCATION

SKILLS

ABOUT NARESH DHINGRA

15+ Years’ experience in Customer service delivery via diverse roles in Customer Retention, Collections, Onboarding, Value Mng, Partner relationship Mng, Contact center, Digital service experience design, Insights and Analytics. PG from NITIE (now IIM Mumbai) and B. Tech (IT). Joined IDEA Cellular Ltd.(Aditya Birla Group) under Young leadership 2010 program. Initiated as trainee and grown as Team Lead while managing end to end circle Service Operations: Collection- Retention, Contact Center, Retail Channel partner relations and Process compliance across portfolios. Elevated through the ranks and managed Contact center operations for north india within erstwhile Idea Cellular Ltd. Led integration & transformation of Inbound, Outbound CC operations of Vodafone Idea ltd. after heading to one of largest central India cluster transition within the industry, post-merger of 2 leading telecom giants in Sep’18 till Jul’20. Led Vi PAN India Postpaid Retention Operations, post restructuring & consolidation of decentralized circle processes, ensuring consistent delivery of 3 digital assets & 950+ FTEs’ at 10+ partner sites till Dec23- Joined Mahindra Holidays and Resorts India Ltd, as Head of Retention, Experience Management starting 2024. Key deliverables include Member Retention, Revival and Value Mng, Contact Center for Service and Collections ops. Appointed as “Mentor of change” by NITI AYOG for Atal Tinkering Labs in 2018. Deeply inspired from diverse philosophies which include Design Thinking, Digitization, Service design, leadership, Collaboration and Innovation. Proven execution track record of transforming large scale customer service operations & delivering sustainable performance via revamping customer journeys, digitally enabled service designs & inspiring people (employee, partners)