DEEPA PANICKAR
Mumbai
Summary
Experienced leader in the Telecom, BPO & SaaS industry with 18 years of expertise. Adept at driving business growth and operational efficiency through strategic planning and problem-solving. Skilled in team development, process optimization, and enhancing productivity. Recognized for industry insight, strong communication skills, and a proactive approach to implementing improvements.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Head - Managed Services
QuickMetrix
Mumbai
08.2022 - Current
- Company Overview: SaaS Company
- Successfully managed clients across Retail, Petroleum, BFSI, and QSR sectors, adapting strategies to meet varied industry needs
- Led multiple projects for leading brands across industry for social media response management and analytical services through proprietary software, ensuring client satisfaction and operational excellence
- Established robust partnerships with CMOs and Service Heads, optimizing product utilization and driving client retention and growth opportunities
- Orchestrated seamless transition processes, achieving all milestones and maintaining service excellence post-transition, exceeding SLA commitments
- Strengthened team and software analytics, enabling data-driven insights for informed decision-making and continuous improvement
- Managed financials and P&L effectively, optimizing costs and profitability while ensuring high service standards and timely delivery.ice standards and timely delivery
- Provided strategic insights for new product development, leveraging market trends and client feedback to drive innovation.
- Fostered a culture of growth and development among a team of 40, optimizing performance through skill enhancement, resource management, and risk mitigation strategies.
Founder
Mum's Luv
01.2018 - 08.2022
- Founded Mum's Luv in 2018, specializing in creating and retailing ready-to-cook healthy snack mixes that are Maida-free, preservative-free, healthy, tasty, and easy to make
- Expanded product offerings from 4 in 2018 to 21 products, including a diverse range of organic products and flours
- Conducted market research to determine optimal pricing for SKUs
- Oversaw production, manufacturing, purchasing, procurement, warehouse management, logistics, and other supply chain functions to ensure smooth business operations
- Developed marketing content, including blogs, promotional materials, and social media advertisements
- Created actionable plans to grow and maintain followers on Facebook and Instagram
- Managed customer relations to maximize retention and satisfaction
Associate Operation Manager
Accenture Pvt Ltd
12.2011 - 10.2014
- Established the mission, vision, and goals to align business and operational objectives
- Implemented a governance framework across the program to ensure compliance and effectiveness
- Designed management reports and scorecards that articulate financial results and highlight inefficiencies
- Drove the 4Gen and 5Gen agenda within the program
- Identified and collaborated with the Outsourcing Account Delivery Manager (OADM) on upsell opportunities
- Managed critical program dependencies across growth platforms
- Liaised with delivery and product teams to ensure business operations requirements were understood and effectively supported
- Ensured teams had a clear strategy and approach aligned with the overall program blueprint
- Incorporated project plans into an overall program plan and supported quality management approaches, including scheduled quality management reviews
- Supervised the achievement of the program plan, tracked progress, and communicated updates and changes to the team
- Resolved issues delegated by the management team and escalated unresolved issues as necessary
- Developed and improved standardized operational processes
- Implemented continuous improvement and optimization programs for operational processes
- Recommended training programs for new joiners and ensured effective delivery and feedback on training programs
- Successfully implemented operational excellence plans, leading to increased process and human resource efficiency
Deputy Manager
Videocon Telecommunication Ltd.
05.2010 - 12.2011
- Managed the entire postpaid and prepaid customer lifecycle in the zone
- Monitored the onboarding process for new customers, ensuring data accuracy and providing support for the first 90 days
- Ensured smooth document collection from distributor points and established a robust audit mechanism
- Delivered minimum document and AV barring, enhancing the overall customer experience
- Regulated relationships with 46 channel partners and 2 vendors
- Oversaw operations for 13 stores, managing a team of 30 executives
- Ensured smooth customer care transactions across all touchpoints, including managing manpower, infrastructure, and system availability
- Benchmarked customer experience at zonal showrooms across all service providers
- Conducted regular training sessions for all new product launches
Assistant Manager
Idea Cellular Ltd
06.2004 - 04.2010
- Managed the showroom and led a team of 16 executives and 3 franchisees
- Achieved a collection portfolio of 50 lakhs from corporate accounts
- Ensured retention for a base of 125 companies
- Managed end-to-end service for all 125 accounts
- Enhanced revenue through upselling across all accounts
- Handled Queries, Requests, and Complaints (QRC) for all accounts
Sr.Customer Care Executive
Reliance; Infocom
05.2003 - 05.2004
Customer Care Executive
Himachal Futuristic Ltd
10.2002 - 05.2003
Education
MBA - Telecom Management
Rajasthan University
PG Diploma - Environmental Engineering
Maharaja Sayajirao University
B.Sc - Chemistry
Maharaja Sayajirao University
Skills
- Operation Management
- Customer Service Management
- Client Relationship Management
- Transition Management
- Service Delivery
- Data-Driven Insights
- P&L Management
- Product Development
- Business Development
- Team Leadership and Development
- Resource Management
- Quality Assurance and Risk Mitigation
- Entrepreneurial Skill
- Problem-Solving Analysis
- Strategic Decision-Making
- Data Analysis
Certification
Advanced Google Analytics, 03/01/22
Accomplishments
- Excellence Award for SixSigma Green Belt Project for e-bill achieving an annual saving of Rs 5 Lacs | Idea Cellular Ltd | 05/2010
- Excellence award for contributing to new showroom roll-out | Idea Cellular Ltd | 05/2009
- Black Belt Project in Value Added Services upselling with an increase of annual revenue of Rs.4 lakh | Idea Cellular Ltd | 04/2008
- Best Employee of the Year | Idea Cellular Ltd | 20
Languages
- English
- Hindi
- Gujarati
- Marathi
- Malayalam
Personal Information
- Date of Birth: 08/19/79
- Nationality: Indian
Timeline
Head - Managed Services
QuickMetrix
08.2022 - Current
Founder
Mum's Luv
01.2018 - 08.2022
Associate Operation Manager
Accenture Pvt Ltd
12.2011 - 10.2014
Deputy Manager
Videocon Telecommunication Ltd.
05.2010 - 12.2011
Assistant Manager
Idea Cellular Ltd
06.2004 - 04.2010
Sr.Customer Care Executive
Reliance; Infocom
05.2003 - 05.2004
Customer Care Executive
Himachal Futuristic Ltd
10.2002 - 05.2003
MBA - Telecom Management
Rajasthan University
PG Diploma - Environmental Engineering
Maharaja Sayajirao University
B.Sc - Chemistry
Maharaja Sayajirao University
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