Dhruval Shah
Team Lead - Procurement Services
Ahmedabad
Summary
Dynamic Procurement and Customer Service professional with 9+ years of experience leading high-performing teams, optimizing procurement operations, and delivering exceptional customer support. Expert in tools such as Oracle Financials, Hubble, and Namos Ticketing Portal. Skilled in vendor negotiations, inventory management, and building relationships that drive organizational success. Recognized for critical thinking, process improvements, and a commitment to excellence. Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
9
9
years of professional experience
6049
6049
years of post-secondary education
3
3
Certifications
1
1
Language
Work History
Team Leader
Flutter Entertainment India
Hyderabad, Telangana
04.2025 - Current
- Led cross-functional teams to enhance operational efficiency, implementing process improvements that streamlined workflows and reduced turnaround times.
- Developed training programs for new team members, fostering a collaborative environment and ensuring adherence to company standards.
- Conducted regular performance evaluations, providing constructive feedback to team members and identifying opportunities for professional growth.
- Facilitated communication between departments, resolving conflicts and maintaining alignment on project objectives to achieve shared goals.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Streamlined internal processes, reducing project completion times and increasing overall efficiency.
Procurement & Customer Service Team Leader
I Path Solutions
03.2021 - 03.2025
- Managed a team of 15 for procurement and vendor management
- Automated reporting through Oracle & Hubble, saving 30% manual work
- Improved procurement cycle efficiency by 20%
- Delivered Oracle and Namos training with 95% adoption
- Ensured 100% logistics compliance and delivery efficiency
Lead Customer Support
Mike Sierra Healthcare Pvt Ltd
01.2018 - 03.2021
- Handled over 1,000 queries/month with 98% customer satisfaction
- Streamlined order and return processes, reducing turnaround by 15%
- Improved retention by resolving escalations through collaboration
- Introduced shift rotations boosting productivity by 20%
Customer Service Representative
Tech Mahindra
11.2016 - 01.2018
- Achieved 95% first-contact resolution rate across multiple channels
- Successfully resolved escalations through coordination with internal teams
Customer Service Representative
Aegis Pvt Ltd
05.2016 - 11.2016
- Maintained 92% customer satisfaction while managing complaints
- Suggested improvements resulting in a 10% better service experience
Education
B.E. - Electronics and Communication
Jaipur National University
Jaipur08.2019
H.S.C. - 12th Standard
V. R. Shah
Ahmedabad05.2015
S.S.C. - 10th Standard
Divine Life School
Ahmedabad05.2013
Skills
- Procurement Lifecycle Management
- Cost Optimization
- Vendor Negotiations
- Inventory & Supply Chain Operations
- Oracle Financials
- Advanced Microsoft Excel
- Leadership & Training
- CRM Software & Account Management
- Analytical thinking
- Client support
Certification
Oracle Procurement Cloud Certification
Accomplishments
- Reduced procurement costs by 15% through negotiation & automation
- Awarded Employee of the Quarter for outstanding leadership
- Built KPI dashboard in Hubble for real-time procurement analytics
Timeline
Team Leader
Flutter Entertainment India
04.2025 - Current
Procurement & Customer Service Team Leader
I Path Solutions
03.2021 - 03.2025
Lead Customer Support
Mike Sierra Healthcare Pvt Ltd
01.2018 - 03.2021
Customer Service Representative
Tech Mahindra
11.2016 - 01.2018
Customer Service Representative
Aegis Pvt Ltd
05.2016 - 11.2016
B.E. - Electronics and Communication
Jaipur National University
H.S.C. - 12th Standard
V. R. Shah
S.S.C. - 10th Standard
Divine Life School
Similar Profiles
Rajeswari SwarnaRajeswari Swarna
Customer Support Advisor-Established Agent at Flutter Entertainment India LLPCustomer Support Advisor-Established Agent at Flutter Entertainment India LLP
Danish QuaziDanish Quazi
AWS DevOps Engineer at Flutter EntertainmentAWS DevOps Engineer at Flutter Entertainment
ASH ANNAMASH ANNAM
Enhanced & Customer Due Diligence Team Lead at Flutter Entertainment (PokerStars)Enhanced & Customer Due Diligence Team Lead at Flutter Entertainment (PokerStars)
HIRENKUMAR PATELHIRENKUMAR PATEL
Senior Technical Architect - Java at Self EmployedSenior Technical Architect - Java at Self Employed
Sandipan RoySandipan Roy
Circle HSE Manager at Summit Digitel Infrastructure Ltd (Altius Group)Circle HSE Manager at Summit Digitel Infrastructure Ltd (Altius Group)