Mr. Dhanesh Wakhare
📍 Pune, India | 📧-| 📞 -
🔗 LinkedIn: linkedin.com/in/dhanesh-wakhare-3a414516b
Professional Summary
Customer-focused and results-driven professional with a Master's in Marketing and over 2 years of experience in customer service, account management, and operations across tech-enabled service environments. Proven expertise in onboarding, retention, stakeholder engagement, and cross-functional collaboration. Adept at enhancing the customer journey and driving satisfaction and loyalty through strategic initiatives and data-informed decision-making.
Core Competencies
• Customer Success & Relationship Management
• Client Onboarding & Retention
• CRM Tools & Support Automation (HubSpot, Google Suite)
• Cross-functional Collaboration
• KPI & SLA Management
• Process Improvement & Documentation
• Technical Issue Resolution
• Analytical & Problem-solving Skills
• Stakeholder Communication
• Digital Marketing & Data Analysis
Professional Experience
Customer Service Manager | William Hill, London | May 2023 – April 2025
• Managed customer relationships in a high-volume environment, delivering consistent and personalized support to enhance satisfaction.
• Led onboarding and support efforts for customers, resulting in a 17% increase in card deposits through proactive engagement strategies.
• Conducted KYC and compliance audits, ensuring adherence to regulatory frameworks across multiple LBOs.
• Collaborated cross-functionally with finance, compliance, and product teams to resolve escalations and improve service delivery.
• Promoted to Duty Manager within 3 months based on performance, demonstrating adaptability and leadership.
Storefront Team Member | Tim Hortons, Glasgow | July 2022 – May 2022
• Delivered frontline customer service while supporting daily operations and loyalty program initiatives.
• Executed marketing campaigns and customer engagement activities that improved footfall and brand presence.
• Handled customer feedback and escalations with a focus on resolution and relationship building.
Site Engineering Intern | S. K. Engineers, India | Jan 2021 – Feb 2021
• Coordinated with cross-functional teams for smooth execution of client-focused projects.
• Assisted in planning, presenting deliverables, and maintaining client satisfaction through regular updates and quality adherence.
Site Engineering Intern | Ganga Construction, India | Oct 2020 – Dec 2020
• Monitored compliance with safety and quality standards, leading a team of 25+ laborers.
• Supported technical verification and logistics coordination for on-site activities.
Education
Master of Science (MSc), Marketing
University of Strathclyde, Glasgow, UK | 2023
Bachelor of Engineering (BE), Civil Engineering
Savitribai Phule Pune University, Pune, India | 2020
Certifications
• Fundamentals of Digital Marketing – HubSpot Academy
• Advanced Digital Marketing – Young Urban Project
• AutoCAD Certification
Projects
Social Media Marketing Analysis (Aug 2022 – Nov 2022)
• Conducted qualitative research and strategic planning to assess social media as a sales tool for businesses.
• Improved customer communication and engagement strategies through data-driven insights.
Marketing Research Project – “Ur Cup” (May 2022 – Sep 2022)
• Analyzed B2B/B2C market potential for reusable coffee cups.
• Delivered actionable insights and strategic recommendations for market penetration and sustainability impact.
Tools & Platforms
Google Analytics | SEMrush | Screaming Frog
Canva | MS Excel, Word | Google Keyword Planner
CRM Platforms (basic HubSpot knowledge)
