BHARAT DEEP
Bengaluru
Summary
Dynamic professional with over four years of experience in customer experience, operations management, and product analysis within the Fintech industry. Skilled in driving operational excellence, streamlining workflows, and implementing process improvements to enhance efficiency and customer satisfaction. Proficient in leading cross-functional collaborations, developing automation solutions, and managing product strategies, contributing to a 30% increase in product adoption and significant fraud loss reduction. Demonstrated expertise in team management and risk analysis while aligning organizational objectives with US banking standards to consistently achieve business goals.
Overview
7
7
years of professional experience
Work History
Quality & Product Analyst
Zolve Innovation Private Limited
01.2021 - Current
- Led process improvement projects that helped operations meet and exceed quality standards and streamline processes to reduce cost
- Created training manuals, trained and provided technical support/feedback/coaching for a group of 20 plus employees along with auditing chats/emails/calls for quality and training purposes
- Administered several internal surveys, tabulated/analyzed the results, and reported the results to senior leaders to increase visibility and make improvements where needed
- Implemented a chatbot solution that successfully automated 50-55% of customer queries, previously managed by live agents, enabling optimized workforce utilization and enhancing operational efficiency.
- Responsible for managing the product backlog, prioritizing features, and ensuring that the team delivers high-quality products that meet the business needs.
- Conducting in-depth product analysis and utilizing customer feedback to drive the development of new features, leading to a 30% increase in product adoption and overall customer engagement.
Operations Management
PAL Foundations
01.2019 - 01.2021
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency, and help the company evolve and grow
- Worked in a matrix management environment with oversight of division-level managers, operations, sales, finance, human resources, safety, and compliance
- Spearheaded department training to enhance employee performance and boost employee productivity
Customer Service Specialist
Walmart Inc
01.2018 - 01.2019
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Achieved high satisfaction rating through proactive on-call resolutions of customer issues
- Boosting sales by providing accurate information on products and also pitching for new campaigns/offers
Education
B.E - Computer Science & Engineering
Noorul Islam University
01.2017
HSC - undefined
Infant Jesus Central School
01.2013
Skills
- Freshdesk/Zendesk/CRM tools
- Basic SQL/Excel
- Chat Bot Building/Automation
- Product Analytics
- Customer Experience
- Team Management
- Prompt Engineering - AI Models
- Data analytics
Accomplishments
- Handled a team of up to 20 members in Zolve for Customer Excellence (Chat/Email).
- Streamlined workflow by consolidating lengthy processes and defining new SOPs, resulting in more effective and meeting SLA policies.
- Worked cross-functionally with other teams and led projects that reduced customer concerns by at least 30%.
- By analyzing and identifying the daily transactions and patterns, I was able to identify the issues in the system and was able to identify the potential fraud transactions thereby reducing the overall fraud loss value for the organization.
References
- Nilofer, Shaikh, Quality & Training Lead, nilofer@zolve.com, +917899863163, Zolve
- Ashok, Ravi, Product Team, ashok@zolve.com, +919916112353, Zolve
LANGUAGES
English
Tamil
Hindi
Malayalam
Timeline
Quality & Product Analyst
Zolve Innovation Private Limited
01.2021 - Current
Operations Management
PAL Foundations
01.2019 - 01.2021
Customer Service Specialist
Walmart Inc
01.2018 - 01.2019
HSC - undefined
Infant Jesus Central School
B.E - Computer Science & Engineering
Noorul Islam University
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