Summary
Overview
Work History
Education
Skills
Languages
Personal Information
Additional Qualification
Timeline
Generic

Deepa Kumar

Bengaluru

Summary

Dynamic operations leader with a proven track record at Intouch CX, excelling in training and development. Expert in quality assurance and process improvement, driving first-contact resolution and agent confidence. Adept at coaching teams and managing escalations, ensuring SLA adherence and enhancing customer satisfaction through effective communication and stakeholder management.

Overview

27
27
years of professional experience

Work History

Team Lead – Operations, HR Recruitment, Training & Development

Intouch CX
12.2009 - Current
  • Lead operations and people functions for a high-volume customer support site, overseeing hiring, onboarding and continuous training for cross-functional teams.
  • Design and deliver targeted training programs (voice, accent, telephone/email etiquette, process training) that improved first-contact resolution and agent confidence.
  • Managed ticketing workflows and escalations, ensuring SLA adherence and timely resolutions through coordination with stakeholders and technical teams.
  • Conducted quality calibrations, performance coaching and audits to uphold service standards and minimize rework.
  • Act as escalation point for complex customer and client issues, driving root-cause corrective actions and process improvements.
  • Led operations for efficient daily service delivery, ticket management, quality monitoring, and team coordination; coached new hires, addressed escalations, and maintained communication with internal teams to ensure performance and process adherence.

Process Trainer

Satyam BPO Limited
05.2004 - 08.2009
  • Provided end-to-end training for insurance support operations (verification of benefits, claims processing), including upskilling, new-launch training and go-live support.
  • Trained teams in insurance support operations, focusing on benefits verification and claims.
  • Conducted live monitoring, side-by-sides and call audits; delivered individualized feedback and coaching to improve quality and productivity.
  • Conducted 30-60-90 day performance reviews for new hires and monthly performance summaries; analyzed quality trends to define actionable improvement plans.
  • Participated in client calibrations and collaborated on process improvements; contributed to GB Six Sigma project that reduced AHT from 290 seconds to under 250 seconds.

Team Leader

I2i Media Enterprises
05.2000 - 04.2004
  • Team Leader for LG India, managing a team of 16 agents with responsibility for call monitoring and ensuring customer satisfaction.
  • Led call monitoring, client coordination, reporting, and team development across multiple accounts.
  • Coached agents to improve quality, identifying development opportunities that met business and operational needs.
  • Liaised with clients, area service managers, and branch heads to resolve issues, ensuring alignment on SLAs and enhancing service delivery.
  • Generated operational reports and conducted weekly client reviews to drive performance improvements.
  • Organized team meetings to share information and gather feedback, supporting multiple accounts including HDFC Standard Life, Eureka Forbes, Sony, Siemens, Kurlon, Canon, and ANZ Grindlays.

Paging Service officer

Hutchinson Max Telecom
10.1999 - 04.2000
  • Operated paging services, broadcasting messages and managing customer queries to ensure seamless service continuity.
  • Handled customer queries and provided quick service support through effective broadcasting.
  • Managed customer inquiries and resolved service issues efficiently.
  • Processed account changes and updates in the customer management system.
  • Assisted customers with billing questions and payment options.

Education

Diploma - Commercial Practice

Diploma in Commercial Practice
Bangalore
07-1999

English Junior Typewriting -

Skills

  • Leadership and team management
  • Training and development
  • Operations management
  • Quality assurance and calibration
  • Customer service and escalation handling
  • Process improvement and SLA adherence
  • Communication and stakeholder management
  • Coaching and performance reviews
  • Call monitoring and auditing
  • Customer support operations
  • Team coaching and mentoring
  • Ticket management

Languages

  • English
  • Hindi
  • Kannada
  • Tamil

Personal Information

  • Date of Birth: 07/06/80
  • Nationality: Indian

Additional Qualification

  • Diploma in Commercial Practice, Bangalore
  • English Junior Typewriting

Timeline

Team Lead – Operations, HR Recruitment, Training & Development

Intouch CX
12.2009 - Current

Process Trainer

Satyam BPO Limited
05.2004 - 08.2009

Team Leader

I2i Media Enterprises
05.2000 - 04.2004

Paging Service officer

Hutchinson Max Telecom
10.1999 - 04.2000

Diploma - Commercial Practice

Diploma in Commercial Practice

English Junior Typewriting -

Deepa Kumar