Deep Sagar
Operational Governance
Chandigarh
Summary
Managing Service Delivery aligning client deliverables, SLA performance, and stakeholder reviews to protect service quality and renewals. Coordinates client calls, vendor calibrations, and performance reporting to resolve issues before they affect satisfaction. Strengthens delivery through audits, cross-skilling, and action plans that stabilize operations. Builds Stronger teams by recruiting, coaching, appraising, and guiding career growth.
Overview
1
1
Certification
20
20
years of professional experience
Work History
Associate Manager
Tech Mahindra
Chandigarh, India
09.2018 - Current
- Led cross-functional teams to enhance project delivery and operational efficiency.
- Developed strategic plans aligning technology initiatives with business objectives.
- Spearheaded budget planning and resource allocation for multiple projects, ensuring alignment with organizational goals.
- Collaborated with stakeholders to identify opportunities for innovation and process enhancement.
- Led team meetings regularly to discuss progress updates, identify challenges or roadblocks, and provide guidance towards successful project completion.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Implemented process improvements, reducing project turnaround times significantly.
- Oversaw resource allocation, ensuring optimal utilization across multiple projects.
- Collaborated closely with senior management on strategic planning efforts, aligning departmental goals with overarching company objectives.
- Successfully managed multiple high-priority tasks simultaneously while maintaining strict deadlines ensuring optimal resource allocation.
- Delivered comprehensive reports on key performance indicators, driving data-driven decision-making among leadership teams.
Change Management Analyst
Bharti Airtel Ltd.
Gurgaon, India
02.2010 - 08.2018
- Incident and Change Management
- Instrumental in handling Catastrophe and Critical Incidents of Airtel pan India Networks
- Identifying, analyzing, and initiating the escalation process in an organization based on the escalation criteria specified by the organization
- Discussion with Clients on Weekly or Monthly basis for new projects to enhance the network quality and customer satisfaction
- Address training needs arising out of new or changing processes.
- Analyzed change impacts and developed strategies to facilitate smooth transitions across departments.
- Designed communication plans to effectively inform stakeholders about upcoming changes and their implications.
- Evaluated change management processes, proposing improvements that increased operational efficiency and stakeholder satisfaction.
- Facilitated smooth transitions between phases of complex projects, minimizing disruption to daily operations.
- Boosted stakeholder satisfaction through active engagement in change management projects, ensuring their needs were met.
- Championed the importance of continuous improvement within the organization, promoting a proactive approach to growth and development.
Sr. Customer Care Officer
Convergys India Services Ltd.
Gurgaon, India
10.2006 - 02.2010
- Aligned to USA Process.
- Root cause analysis for improving the performance efficiently
- Worked as a CSAT Champ for the team and a Sales Coach at a process level
- Conducted Process related Refreshers and Trainings to drive the Performance
- Led team of customer service representatives to enhance service delivery and customer satisfaction.
- Analyzed customer feedback data to identify trends and drive process improvements.
- Mentored junior staff on best practices in customer engagement and conflict resolution.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Conducted regular team meetings to share best practices, discuss challenges, and foster a collaborative work environment.
- Improved first-call resolution rates by implementing troubleshooting guides for common issues faced by customers.
Education
Bachelor of Arts -
D.A.V. College
Chandigarh, India2004
Skills
Operations management
Customer relationship management
Stakeholder engagement
Resource planning & performance metrics
Service recovery
Certification
Completed “ITIL Foundation” Certification.
Timeline
Associate Manager
Tech Mahindra
09.2018 - Current
Change Management Analyst
Bharti Airtel Ltd.
02.2010 - 08.2018
Sr. Customer Care Officer
Convergys India Services Ltd.
10.2006 - 02.2010
Bachelor of Arts -
D.A.V. College