DEEPAK BHAMBHU
Gurugram
Summary
Dynamic professional with a proven track record at NIIT Managed Learning Services, excelling in Learning & Development and client service. Skilled in Salesforce and data management, I effectively resolved client queries and enhanced program delivery, driving client satisfaction and operational efficiency. Known for critical thinking and strategic problem resolution in fast-paced environments.
Overview
7
7
years of professional experience
Work History
Assistant Manager - Client Servicing
NIIT Managed Learning Services
Gurugram
07.2021 - Current
- Served as a specialist/advisor for Learning & Development, managed services, and played a key role in planning and delivering learning programs tailored to the needs of the business.
- I worked in training administration, training needs analysis, scheduling sessions on CSOD, Workday, and LMS, and handled pre- and post-training activities.
- Data verification: Worked on crucial data verification for attendance capture and learning session creation.
- Session Host - Hosted the virtual sessions with the trainer, offering technical support as needed.
- Reporting and Analytics: Generated scheduled reports and created dashboard analytics for program managers and internal stakeholders.
- Team Handling (Strategic Sourcing) - Lead a team of four members in strategic sourcing.
- Conducted regular performance reviews to assess individual team member progress.
- Coordinated team activities and delegated tasks to ensure efficient completion of projects.
- Coordinated with the vendors and worked on credit card payments, PO process, and releasing of SOW.
- Provided coaching and feedback on employee performance, encouraging professional development.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Analyzed data from various sources to identify areas of improvement in the department's operations.
Quality Auditor
Zomato
Gurugram
06.2018 - 11.2019
- Monitoring and Auditing Chats - Regularly review chat transcripts to assess the quality of customer interactions.
- Ensure adherence to company policies, process guidelines, tone, grammar, and professionalism.
- Scoring Performance - Evaluate and score chats based on predefined quality parameters.
- Identify strengths and areas for improvement for each agent.
- Reporting and Documentation: Maintain records of audits, scores, and feedback.
- Generate daily, weekly, and monthly quality reports for management.
- Ensure chat agents are following scripts, standard operating procedures (SOPs), and compliance protocols.
- Offer constructive feedback to agents to help them improve their performance.
- Investigate recurring quality issues, and work with relevant teams to resolve underlying problems.
Education
BBA -
GGSIPU
Delhi03-2018
Intermediate -
CBSE
Gurugram03-2015
High School -
CBSE
Gurugram03-2013
Skills
- CSOD
- Salesforce
- Worday
- Learning and development
- Managed services
- Google Suite
- Client meetings
- Effective customer communication
- Critical thinking
- Problem resolution
- Data management
- Ms Office
Disclaimer
I now declare that the information mentioned above is correct to the best of my knowledge, and I bear the responsibility for the correctness of the particulars mentioned above.
Certificates And Achievements
CSOD certified consultant
Cornerstone Core CSX Specialist Certification,
EdCast integration basics certified
LXP manager collaboration tools micro-certification
LXP Learning Skilling Essentials Micro-certification
Titled as Star of the Month several times
Personal Traits
- Believe strongly in the concept of work through positive motivation
- Career planning consists of the effective implementation of given tasks and responsibilities
- Proven ability to learn new technologies and apply them intelligently
- Ability to lead a team and as an individual, confident in serving the best results
- Keen desire to achieve success
- Self-disciplined and optimistic
- Ability to work under pressure with consistently excellent results
- Adaptability and learning ability; believe only in results and be regular and punctual
Timeline
Assistant Manager - Client Servicing
NIIT Managed Learning Services
07.2021 - Current
Quality Auditor
Zomato
06.2018 - 11.2019
BBA -
GGSIPU
Intermediate -
CBSE
High School -
CBSE
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