1. Dhiraj Bist
Dhiraj Bist
Flat # 104,
New Kanchanjunga Apartments,
Plot 1, Dwarka Sec 23,
New Delhi 75
Tel.: (Mobile) +919910933734.
E-mail: dhirajbist@gmail.com
Date Of Birth: Dec 19, 1978
Aspiring for Managerial assignments (In BPO / KPO / Customer Service / Client Relationship /
Telecom)
• Providing customers with highest uptime.
• Process Improvements by Identifying Service Delivery Gaps.
• Establish and implement operational policies, goals, objectives, and procedures.
• Manage customer expectations, SLAs
• Preventive Maintenance plans.
• Managing and developing the team.
• Project Management
• Operational management to ensure better transactional productivity and greater
customer satisfaction.
• Managing Diverse teams.
• Design and Implement New Process for the function and Measure the Process
Performance.
• Cross-Functional Team Leadership
• Interpersonal & Communication Skills.
• Manage and increase the effectiveness and efficiency of Support functions
• Excellent people manager – Persuader, influencer, leader, negotiator and
delegator.
Company : Bharti Infratel Ltd.
Department: NOC Operations
Designation: AM NOC Operations Apr 2010 – Till Date
a) Bharti Infratel has established a state of the art National Operating Center (NOC) which
provides support to the field staff with regards site outages, alarm monitoring and work
permit.
b) Ensuring higher uptime of sites for Airtel & Other OPCOs Aircel, Idea, Vodafone Tata Indicom,
DOCOMO, Unninor by keeping a close watch on the network by monitoring site outages and
proactive alarms from the sites round the clock and sensitizing the field personnel so that they
can visit the site and rectify the cause of the alarms, thus providing minimum site outages.
c) Responsible For Compliance of All Processes & Policies.
d) Ensuring that preventive maintenance is carried out on all sites by technicians and punch
points if any raised by technicians are timely closed by cluster incharges.
e) Ensuring that pre weather check are carried out at all sites and before the onset of any
weather all sites are ready.
Core Competence
Objective
Experience Overview

2. f) Reducing site’s landlord issues, by providing them with a point of contact to list down their
grievances and providing a resolution within the defined turn around time.
g) Preparing & analyzing timely WTD/MTD/Quarterly reporting on contact center key performance
indicators.
h) Ensure that the feeds from strategic partners are coming without any delay and lag.
Company : Bharti Infratel Ltd.
Department: O&M
Designation: Senior Executive Oct 2007 – Apr 2010
Operations of Bharti Infratel are spread over eleven circles with passive infrastructure assets at many
locations and requiring maintenance and servicing.
With OPEX team ensured constant touch with the Circle Operations and Maintenance team for
accurate data and analysis pertaining to R&M, AMC, Security, Rent and Fuel. Also ensured timely
planning and maintenance is carried out for critical assets like DGs and ACs.
Prepared & analyzed WTD/MTD/Quarterly reports on operating expenditure.
Rollout & Implemented CRM product developed for the resolution of the Site Owners across the 11
Circles of Bharti Infratel.
Responsibilities:
a) Delightful customer experience and enhance customer intention to stay by resolving
complaints and issues and CRM adherence.
b) Compliance and Reliability Process.
c) Timely response to all the queries raised, by Site Owners, throughout the circles.
d) Calibration between different departments, for issues that needed to be solved by more that
one department.
Company : ICICI Bank
Department: Regional Processing Center
Designation: Senior Bank Officer May 2006 – Oct 2007
Responsibilities:
a) Redress customer needs pertaining to DDs, cheque deposits & general information.
b) Lodging of High Value cheques (Above 1 Lakh)
c) Verification of cheques for Outward clearing.
d) Uploading of the encode-able files sent by the vendor who collects cheques on our behalf.
e) Speed and accuracy of transactions.
f) To co-ordinate with Branch Managers, Personal Bankers, Relationship Managers for transaction
resolution.
g) Providing quality of experience that will ensure retention and positive word-of-mouth.
Company: IBM Daksh BTO Pvt Ltd.
Project: YAHOO! –
Department: Quality (Yahoo!)
Designation: Quality Leader Sept 2001 to Apr 2006
Ensured quality drive and achieving high C-Sat scores for Yahoo! Non-Tech tem.
Page 2

3. Responsibilities:
a) Doing quality reviews for the responses sent by the team.
b) Leading C-SAT improvement activities, which included identification of low-performers and
preparing their improvement programs.
c) Scheduling and Presiding weekly conference calls with the client. To discuss any on-going
issues of bugs and trends.
d) Arranging for and presiding fortnightly property meetings to discuss new updates.
e) Preparing fortnightly online assessments for the agents to improve product understanding.
f) Product Trainer for Yahoo! Games, Yahoo! Bookmarks, Yahoo! By Phone, Yahoo! Bulk Mail and
Yahoo! Mail Abuse.
g) Calibration calls with Yahoo to streamline quality process.
h) Training curriculum. Product improvement exercises. Gathering product suggestions and data
from users and agents to improve upon the services and products.
Organization: Uttrakhand State Government.
Designation: Accounts Executive Aug 1999 to Sept 2001
a) As Cashier in the Tax Department of the Municipal Corporation.
b) As Billing Clerk where I had to make the bill for the area allotted to me. It also gave me a
chance to deal with the public face to face, when they came to us with their problems if any
about the yearly assessments of their homes.
c) Maintaining and Keeping Daily Ledger.
d) Making the pay bill of all the Departments of the Municipal Corporation of Dehradun.
 Advanced Diploma in Software Application from STG, Dehradun
 Commerce Graduate, H.N.B. Garhwal University Dehradun, Year 1996 – 1999
 Class XII (ISC) St. Joseph’s Academy, Dehradun, 1995 – 1996
 Class X (ICSE) St. Joseph’s Academy, Dehradun, 1993 – 1994
Dhiraj Bist
Page 3
Academic Chronicle