Summary
Overview
Work History
Education
Skills
Certification
Languages
Hobbies
Timeline
Generic

Deep Patel

Bangalore

Summary

Dynamic Operations Program Manager at GROWW with a proven track record in process optimization and cross-functional collaboration. Expert in KPI monitoring and stakeholder communication, I drive impactful initiatives that enhance operational efficiency and customer satisfaction. Passionate about leading teams to achieve strategic goals and deliver exceptional results.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Operations Program Manager

GROWW
Bangalore
04.2025 - Current
  • Lead the planning, execution, and delivery of operational programs and strategic initiatives.
  • Drove infrastructure cost optimization initiatives, partnering with engineering and finance teams to reduce cloud and operational expenses.
  • Managed internal services migration projects, ensuring minimal disruption and seamless transitions across environments.
  • Define program roadmaps, milestones, and success metrics aligned with business goals.
  • Leading cross-functional initiatives to streamline processes and improve collaboration between support, Operations and Tech
  • Managing programs that improve visibility into key product changes, escalations and customer-impacting issues
  • Managing process improvements such as the shift from BOD to EOD task ownership
  • Facilitate communication and coordination between stakeholders at all levels.
  • Detect inefficiencies in workflows, systems, or procedures and initiate process optimizations.
  • Develop and refine operational frameworks, SOPs, and performance monitoring systems
  • Monitor program performance using KPIs and data dashboards to drive data-informed decision-making.
  • Provide regular updates to leadership and stakeholders with clear insights and recommendations.
  • Track and manage resource usage across programs and teams.
  • Manage relationships with external vendors, contractors, or partners tied to operations programs

Product Support Specialist L3

GROWW
Bangalore
07.2024 - 03.2025
  • Oversaw product support specialists to ensure timely and effective resolution of complex customer issues.
  • Led cross-functional initiatives and escalations, developing program-level execution skills that supported my transition into Program Management.
  • Managed regulatory audit and third-party audit program
  • Analyzed support tickets and customer data to identify trends and drive improvements in product and process.
  • Identified gaps in tools/systems and advocated for scalable solutions to enhance service delivery.
  • Partnered with product and engineering teams to communicate recurring issues, bugs, and feature requests.
  • Coordinated with product managers during new feature rollouts to ensure support team readiness through training and documentation.
  • Designed workflows, evaluated support metrics, and implemented process changes that improved operational efficiency and team performance.
  • Coached team members, shared product expertise, and led knowledge-sharing sessions to strengthen support capabilities.
  • Maintained deep product knowledge to provide technical guidance and contribute to internal training and documentation.
  • Authored and maintained knowledge base articles to improve self-service support and reduce ticket volume.

Product Support Specialist L1 & L2

GROWW
Bangalore
08.2021 - 06.2024
  • Identified product defects and reported them to the development team for resolution.
  • Collaborated with cross-functional teams on feature development initiatives.
  • Maintained up-to-date knowledge of company products and services by attending internal trainings.
  • Coordinated interactions between development team and customer support team
  • Work with product and engineering teams to address bugs and implement improvements.
  • Troubleshoot and resolve technical issues related to our products.

Senior Customer Support Executive

GROWW
Bangalore
01.2021 - 07.2021
  • Developed comprehensive training programs for new hires focused on delivering excellent customer service.
  • Ensured compliance with company policies while dealing with customers' requests or grievances.
  • Provided technical assistance to customers in resolving product-related issues.
  • Analyzed customer feedback data to identify opportunities for improvement of customer support services.
  • Coordinated with cross-functional teams to ensure timely resolution of customer queries.
  • Monitored customer support staff performance, identified training needs and provided feedback on their performance.
  • Maintained records of all interactions with customers for future reference and analysis.
  • Conducted regular reviews of existing processes and procedures to improve quality of service delivery.
  • Organized monthly meetings between stakeholders from different departments as part of a continuous improvement initiative.
  • Tracked incoming calls, emails and online chats using helpdesk ticketing systems.

Customer Support Associate

GROWW
Bangalore
02.2019 - 12.2020
  • Handled incoming phone calls with professionalism and warmth..
  • Fostered high levels of customer satisfaction by assisting with inquiries, stock issues, and complaint management
  • Resolved customer inquiries in a timely manner.
  • Rectified technical problems by promptly identifying and resolving customer issues to facilitate timely first-time resolution.
  • Navigated customer support channels to resolve diverse customer queries within target timeframes.

Education

MBA - Finance

Jain University
Bangalore
01-2018

BBA - Finance

KLE Society's Degree College Rajajinagar
Bangalore
01-2015

PCME - Electronics

Seshdripuram Composite College
Bangalore
01-2012

10th -

Little Liily's English Schol
Bangalore
01-2009

Skills

  • Project management
  • Process optimization
  • KPI monitoring
  • Data analysis
  • Vendor management
  • Cross-functional collaboration
  • Stakeholder communication
  • Workflow design
  • Change management
  • Team management
  • Agile projects
  • Customer support
  • Training development
  • Capacity planning

Certification

NISM MUTUAL FUND 5A (Year 2019) - NISM - 2019 - Present

NISM-Series-VIII: Equity Derivatives Certification Examination - NISM - 2022 - Present

Agile Scrum Master - simplilearn - 2023 — Present

Certified Business Analysis - simplilearn - 2022 — Present

Languages

Gujarati
First Language
English
Proficient (C2)
C2
Hindi
Advanced (C1)
C1
Kannada
Upper Intermediate (B2)
B2

Hobbies

  • Adventure
  • Photography
  • Music

Timeline

Operations Program Manager

GROWW
04.2025 - Current

Product Support Specialist L3

GROWW
07.2024 - 03.2025

Product Support Specialist L1 & L2

GROWW
08.2021 - 06.2024

Senior Customer Support Executive

GROWW
01.2021 - 07.2021

Customer Support Associate

GROWW
02.2019 - 12.2020

MBA - Finance

Jain University

BBA - Finance

KLE Society's Degree College Rajajinagar

PCME - Electronics

Seshdripuram Composite College

10th -

Little Liily's English Schol

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Deep Patel