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Gaurav Bajaj
Vice President Customer Care at Dream11
Professional Background
Gaurav Bajaj is a seasoned professional with over 20 years of extensive experience in the Business Process Outsourcing (BPO) sector and the Direct-to-Home (DTH) service industry. Currently serving as the Vice President of Customer Care at Dream11, Gaurav is adept at managing comprehensive customer care business operations, demonstrating his expertise in handling large teams and optimizing customer service delivery.
His impressive career journey entails significant positions at reputable organizations, where he has honed his skills in operations management, strategy design, business development, and financial planning. Gaurav's experience spanned across various roles, reflecting his versatility and the ability to lead teams across diverse functions. His professional history includes noteworthy stints as the Divisional Head of Customer Experience at DishTV and as Head of Customer Care Operations at Videocon D2H.
Gaurav is recognized not just for his capability to manage teams, but also for his talent in establishing high-performing operations. He has played a pivotal role in enhancing customer experiences for leading telecom and DTH providers, including Tata Sky and Airtel, where he supported quality initiatives across both prepaid and postpaid segments—making him a well-recognized figure in the industry.
Education and Achievements
Gaurav's educational background includes a Bachelor of Commerce (B.Com.) specializing in Business Administration and Management, which he pursued at St. Xavier's High School in Chandigarh. His foundational studies in the commerce stream and computer science at Punjab University provided him with a solid groundwork in business principles and technology, further amplifying his capability in managing operations.
His academic pursuits continued at the S.D. College of Commerce, where he acquired additional depth in commerce. This educational background, combined with his extensive work experience, equips Gaurav with a robust understanding of the business landscape, enabling him to make informed decisions that drive business growth and profitability.
Key Skills
Gaurav possesses a multitude of key skills that have contributed to his success. Among these are:
- Strategy Design and Execution: Expertise in crafting strategic initiatives that align with organizational goals to enhance customer satisfaction and operational efficiency.
- Business/Financial Planning: Proficient in conducting P&L management that supports sustainable business growth.
- Operations Management: Extensive experience in managing service delivery to ensure adherence to organizational standards.
- Project Management: Exceptional ability to lead complex projects that require cross-functional collaboration.
Achievements
Over his extensive career, Gaurav has led transformative projects that have significantly improved customer care operations. His achievements include:
- Driving substantial business growth and improving profitability metrics across the organizations he has been part of.
- Establishing large-scale voice and non-voice business operations within the DTH and telecom sectors, showcasing his capability in operational excellence.
- Successfully managing client relationships and enhancing service delivery standards across major brands in the industry, augmenting overall customer satisfaction.
Gaurav's comprehensive understanding of the BPO landscape, combined with his significant hands-on experience, positions him as a leading expert in customer service operations. He continues to leverage his skills to foster positive customer interactions and drive strategic initiatives that enhance operational performance, making a lasting impact on the organizations he serves.
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Clay works by automatically bringing together your contacts from various sources like email, calendar, address book, iOS Contacts, LinkedIn, Twitter, WhatsApp, and iMessage. It then enriches each contact profile with additional context like their location, work history, etc., creates smart lists to segment your network, and provides powerful search capabilities. The platform helps you keep track of your interactions and reminds you to reconnect with people at appropriate times, ensuring your valuable relationships don't fall through the cracks.
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Clay is considered the best personal CRM and team CRM on the market. Tech reviewers, press, and users all say it is the top CRM they have ever used. Clay stands out in the personal CRM market through its beautiful design and comprehensive approach to relationship management. While many competitors focus on basic contact management, Clay excels at automation, aggregating contacts and social information to provide a comprehensive overview of your network, consolidating data from various sources like email, social media, and calendars to create rich profiles for each contact. Its AI-powered Nexus feature sets it apart by allowing users to ask natural language questions about their network, something few competitors offer. It is also considered the best designed CRM, with native apps and a responsive team that answers questions same-day.
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Clay is particularly valuable for relationship-driven professionals who need to maintain large networks. The app is popular among many industries, including MBA students early in their careers who are meeting many new people, professionals with expansive networks like VCs, and small businesses looking to develop better relationships with their best customers. Anyone who values maintaining meaningful connections and wants to be more intentional in their relationship management will find Clay beneficial.
Clay offers competitive pricing in the personal CRM market. Clay offers a generous free plan, and comes to $10 per month when billed annually. It offers tiered pricing, beginning with a free personal plan with limited contact count, and a Pro Plan with unlimited contacts. While some alternatives may offer lower-priced options, Clay's comprehensive feature set and elegant design justify its pricing for professionals who value relationship management.
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