Chetna Dhadwal
Noida, UP
Summary
Results-driven professional with a diverse background in sales, customer experience, franchise management, and process optimization. Proven ability to drive business growth, streamline operations, and enhance customer experiences through data-driven strategies. Expertise in designing training programs, improving product UI/UX based on customer insights, and launching new business verticals. Adept at handling high-stakes negotiations, optimizing team performance, and leading projects that boost revenue and efficiency. A strong communicator, passionate about solving complex problems and delivering exceptional results across industries.
Overview
6
6
years of professional experience
Work History
Franchise Sales Manager
Hungry Hackers
03.2024 - Current
- Negotiated and finalized contracts with 8+ franchise outlets in Delhi NCR, Pune, and Jaipur.
- Managed end-to-end franchise sales, from prospecting to deal closure. Assisted new entrepreneurs with business setup, training, and operational guidance.
- Maintained detailed records of all communication with potential and current franchisees for future reference and analysis.
Training Manager
Rally OurBus
09.2023 - 02.2024
- Designed and implemented a structured training curriculum, reducing onboarding time from 1 month to 10 days.
- Trained 26+ batches, developed interactive presentations, and gamified learning modules for better engagement.
- Conducted performance audits, refresher sessions, and real-time coaching to ensure team alignment with policies and quality standards.
- Created assessment materials, including MCQs and on-the-job training evaluations, to track trainee progress effectively.
- Provided data-driven insights to improve training efficiency and overall team performance.
- Facilitated team-building exercises that improved communication and collaboration among team members.
Team Lead
Rally OurBus
03.2022 - 09.2023
- Ensured 95% SLA, ASA under 10 sec, AHT under 10 mins, and 95%+ CSAT by overseeing team performance.
- Collaborated with Freshchat and Yellow.ai to improve chat automation and boost efficiency.
- Resolved complex customer issues through RCA and data analysis.
- Generated presentation for the team, including hourly, intraday, and weekly reports.
- Managed high-volume workloads with limited resources, ensuring smooth operations.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
Customer Experience Strategist
Rally OurBus
11.2021 - 03.2022
- Evaluated processes, identified optimization areas, and streamlined operations for better efficiency.
- Managed call-back requests and resolved escalated concerns with an ASA of 5 minutes, ensuring quick and effective resolutions.
- Conducted quality audits and ensured seamless communication of policy updates across teams.
- Led queue management, aligning team resources based on volume trends to maintain service quality.
Customer Experience Specialist
Rally OurBus
06.2021 - 11.2021
- Utilized telephone, online chat, and email platforms to deliver outstanding customer experience.
- Ensured interactions were handled within the given AHT.
- Monitored customer feedback, identifying trends to improve product offerings and the overall customer experience.
Sales Manager
WhiteHat Jr
02.2020 - 05.2021
- Consistently met and exceeded monthly sales targets.
- Specialized in converting dead leads and ensuring high client retention.
- Managed renewals, working with high-end clients for seamless contract extensions.
Sales Executive
Lido Learning
08.2019 - 12.2019
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Conducted quality assurance audits and ensured process adherence.
Education
Bachelor of Commerce -
Jesus And Mary College
New Delhi05-2019
High School -
Cambridge School
Noida, Uttar PradeshSkills
- Strategy and Brand Development
- Documentation and Reporting
- Data Analysis
- Staff Training and Development
- Customer Retention and Satisfaction
- Critical Thinker
- Quality control
- Detail Oriented
- People Focused
- Team Management
Projects
Rally OurBus Training Curriculum Development
- Designed and gamified the entire training curriculum, reducing the training duration from 1 month to 10 days.
- Created structured presentations and interactive learning modules for both Rally and OurBus processes.
- Streamlined onboarding, ensuring new hires transitioned smoothly into on-the-job training.
Product Improvisations & UI/UX Enhancements
- Collected and analyzed customer feedback to identify pain points affecting app and website usability.
- Created a detailed presentation for the Product team, including:
1. Common technical glitches and bugs impacting user experience.
2. Customer journey mapping highlighting friction points.
3. Recommendations for UI/UX improvements for seamless navigation.
4. Data-driven insights to prioritize feature enhancements.
- Conducted QA testing post-implementation, ensuring a smooth user experience.
Charter Business Setup & Training
- Led a team of ten to launch the Rally OurBus Charter Business, driving over $50,000 in revenue in the first two months.
- Built strong partnerships with major transportation operators across the U.S. and Canada.
- Trained the Sales team on the entire process, policies, and best practices, conducting mock calls and one-on-one coaching sessions to improve sales skills.
- Established policies from scratch, ensuring adherence to industry standards and operational efficiency.
Timeline
Franchise Sales Manager
Hungry Hackers
03.2024 - Current
Training Manager
Rally OurBus
09.2023 - 02.2024
Team Lead
Rally OurBus
03.2022 - 09.2023
Customer Experience Strategist
Rally OurBus
11.2021 - 03.2022
Customer Experience Specialist
Rally OurBus
06.2021 - 11.2021
Sales Manager
WhiteHat Jr
02.2020 - 05.2021
Sales Executive
Lido Learning
08.2019 - 12.2019
Bachelor of Commerce -
Jesus And Mary College
High School -
Cambridge School
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