Bharat DEEP
Bengaluru
Summary
Fintech product and process specialist with extensive experience in quality operations and automation. Achievements include scaling GenAI chatbots and AI voicebots, resulting in significant improvements in fraud reduction and customer satisfaction. Expertise in integrating CRM platforms and collaborating across operations, product, and engineering teams to enhance workflows and drive continuous improvement.
Overview
7
7
years of professional experience
Work History
Product Analyst – CX Automation & AI
Zolve
Bengaluru
05.2023 - Current
- Designed and deployed an AI voicebot for tokenization alerts, reducing fraud on Apple Pay wallet transactions by 40%.
- Built a bill payment collection voicebot, increasing bill collection rates by 25% through proactive outreach and self-service payment flows.
- Developed a dispute automation workflow, reducing the average ticket handling time from 9 minutes to under 2 minutes, and cutting the agent workload significantly.
- Led platform integrations across Freshdesk, Freshchat, Intercom, Yellow.ai, and Kapture, with backend APIs to enable real-time data sharing and customer personalization.
- Introduced a GenAI chatbot which includes API data fetches, and resolution journeys, achieving a 65% query deflection and reducing live-agent dependency by 25%.
- Authored PRDs for voicebots, chatbots, and automation projects — covering functional requirements, technical dependencies, and success metrics.
Quality Analyst
Zolve
Bengaluru
05.2022 - 05.2023
- Audited the performance of over 20 customer support agents to ensure compliance with CX guidelines and SLAs.
- Analyzed data to identify trends and support business decision-making for process improvements.
- Drafted SOPs and process documentation to standardize workflows across support teams.
- Provided structured feedback to the product and technical teams to resolve recurring customer pain points.
- Defined quality parameters and evaluation frameworks to drive CSAT score improvement.
- Collaborated with training teams to address knowledge gaps, and improve first-contact resolution rates.
Customer Support Agent
Zolve
Bengaluru
08.2021 - 05.2022
- Provided frontline customer support, handling complex queries, and ensuring high customer satisfaction.
- Proactively identified operational inefficiencies and suggested process improvements that enhanced support workflows.
- Developed a deep understanding of fintech products and customer pain points, which facilitated a smooth transition into a product-focused role
Operations Manager
PAL Foundations
Cochin
03.2019 - 06.2021
- Implemented process optimizations that improved operational efficiency and customer service metrics.
- Managed cross-functional teams, aligning operational strategies with business objectives.
- Designed and conducted training programs to enhance team productivity and service quality.
Senior Customer Service Specialist
Walmart Inc
St Johns, Newfoundland & Labrador
06.2018 - 02.2019
- Provided high-touch customer support, improving customer satisfaction scores through proactive issue resolution.
- Assisted in driving sales through personalized product recommendations, and upselling strategies.
Education
Bachelor of Engieering - Computer Science
Noorul Islam University
Nagercoil03-2017
Skills
- AI voicebot development
- AI Chatbot integration
- Process automation
- Prompt Engineering
- Platform and CRM integrations
- Fraud detection and risk analytics
- SQL & Data Analytics
- Process Excellence & Workflow Optimization
- API Integrations & Backend System Connectivity
- Automation Design & Implementation
Accomplishments
- Best Customer Support Agent – Achieved top CSAT scores (95%+) and consistently exceeded SLA targets, resolving high-volume queries with 100% compliance.
- All-rounder in product and process improvements – recognized for delivering multiple automation and workflow enhancements that improved operational efficiency by 30% and reduced escalations by 25%
- Best in Process Excellence – Honored for implementing automation solutions (dispute handling, reminders, QC workflows) that cut ticket handling time by 75% and significantly boosted customer satisfaction.
Languages
Malayalam
First Language
English
Advanced (C1)
C1
Hindi
Elementary (A2)
A2
Tamil
Beginner (A1)
A1
German
Beginner
A1
References
References available upon request.
Timeline
Product Analyst – CX Automation & AI
Zolve
05.2023 - Current
Quality Analyst
Zolve
05.2022 - 05.2023
Customer Support Agent
Zolve
08.2021 - 05.2022
Operations Manager
PAL Foundations
03.2019 - 06.2021
Senior Customer Service Specialist
Walmart Inc
06.2018 - 02.2019
Bachelor of Engieering - Computer Science
Noorul Islam University
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