Deepak K
Bangalore
Summary
With a proven track record at IntouchCX, I've leveraged my expertise in Zendesk implementation and project management to enhance service delivery, achieving a ~10% improvement in project efficiency. My leadership in training and mentoring teams underscores my commitment to operational excellence and customer satisfaction. Result-driven Service Delivery Manager with experience in managing complex projects, optimizing service delivery processes and improving client satisfaction rates. Strong leadership skills coupled with the ability to build high-performing teams and implement strategic improvements. Proven record of success in reducing costs while maintaining high service standards, demonstrating outstanding problem-solving and communication abilities.
Overview
12
12
years of professional experience
Work History
Service Delivery Manager
IntouchCX
Bangalore
11.2022 - Current
- Immense knowledge of popular CRM tools like Helpshift and Zendesk. Expertise in managing users, teams, queues, views, automation, and bots.
- In-depth knowledge of workflow functionality, and the ability to bring about efficiency through queue management. (Helpshift & Zendesk)
- POC for content questions and seasonal escalations to other support partners.
- Prioritized features are required on Admin Tools by collaborating with the respective POCs.
- Moderating the community to understand the latest trends and tone.
- Actively participated in war room discussions for game and update launches.
- Create and deliver training materials for unreleased games and updates.
- Collaborated in designing procedures and policies for the Player Support team.
- Ability to gain in-depth knowledge of a game within a limited time.
- Understanding and testing the game in the beta phase, and reporting challenges before the launch.
- ~10% improvement in project efficiency by leveraging workflow efficiency (queues auto-assign). Detailed analysis of trends across all metrics to identify trends for better planning and to improve customer satisfaction. Use data intelligence to improve productivity and reduce response times.
- Ability to translate business objectives to achievable goals for team members (targets specific to the number of replies, CSAT, FRT, RWT, and reopen rate).
- Ability to handle a team of 200+ from the office or remotely.
- Organized workshops or seminars about new products and services or industry trends for internal staff members.
- Ensured SLA compliance and maintained service delivery quality standards.
- Developed and implemented strategies to improve customer satisfaction levels.
- Monitored team performance, identified areas for improvement, and provided feedback and coaching.
- Coordinated activities between departments to ensure smooth service delivery process.
- Collaborated with internal teams to develop best practices for service delivery processes.
- Negotiated contracts with vendors to ensure cost-effectiveness of services provided.
- Created reports on service delivery metrics, such as response time, resolution rate.
- Established relationships with external stakeholders to support service delivery operations.
- Conducted regular meetings with clients to discuss their requirements and expectations.
- Resolved escalated client issues in a timely manner according to established procedures.
- Reviewed existing service level agreements and proposed changes when necessary.
- Maintained records of client interactions and complaints for future reference.
- Provided technical guidance and training to the team members on new tools or technologies used in the organization's services.
- Developed operational policies and procedures related to service delivery management.
- Analyzed client feedback surveys results to identify opportunities for improvement.
- Assisted in developing budget plans for various projects related to service delivery management.
- Participated in strategic planning initiatives related to improving overall service quality levels.
- Managed service delivery expectations.
- Recommended methods, technologies, process changes and training to clients to improve business opportunities and revenue potential.
- Established policies and strategies for resource allocation and infrastructure while managing service delivery expectations.
- Collaborated with business executives to discuss and understand IT problems negatively affecting operations.
- Developed long lasting and effective relationships with clients by providing onboarding, in-depth training and continuous technology support.
- Developed strategies and policies for resource infrastructure and allocation.
- Monitored and managed desktop support, IT services and VIP support functions to boost performance.
- Monitored performance metrics and conducted regular reviews to identify areas for improvement.
- Developed and maintained strong client relationships, acting as the primary point of contact for service-related inquiries.
- Utilized technology solutions to automate tasks and improve service delivery effectiveness.
- Negotiated contracts and SLAs with clients, ensuring alignment with business objectives.
- Developed training programs for team members to enhance skills and service delivery capabilities.
- Implemented continuous improvement processes to reduce costs and improve service quality.
- Led the transition and transformation projects for new client onboarding, ensuring smooth service integration.
- Ensured compliance with legal, regulatory, and security requirements in service delivery processes.
- Oversaw daily operations of service delivery team, enhancing productivity and efficiency.
- Prepared and presented detailed reports on service performance, challenges, and achievements to senior management.
- Coordinated with cross-functional teams to ensure timely and successful project execution.
- Championed customer service excellence, instilling a client-focused culture within the team.
- Managed risk and implemented mitigation strategies to minimize impact on service delivery.
- Implemented ITIL best practices to streamline processes and improve service delivery efficiency.
- Managed budget for service delivery projects, ensuring optimal use of resources and cost control.
- Conducted regular service reviews with clients to gather feedback and discuss future needs.
- Facilitated regular team meetings to discuss project status, challenges, and strategies for improvement.
- Identified opportunities to reduce cost and improve productivity.
- Managed day-to-day logistics operations, monitoring incoming deliveries and overseeing personnel tasks.
- Implemented on-the-job training activities to cross-train employees on various tasks.
Deputy Manager, Operations
Concentrix Services India Private Limited
Bangalore
12.2018 - 10.2022
- Major Incident Management, Change Management, Problem Management, and readiness
- Developed and implemented new procedures to improve efficiency of the project.
- Monitored daily operations and ensured compliance with company policies and regulations.
- Conducted performance appraisals for subordinate staff members and provided feedback on their performance.
- Coordinated with other departments to ensure smooth functioning of activities.
- Assisted in recruitment, selection, training, and development of employees.
- Provided guidance and support to team members to help them achieve goals.
- Developed strategies for improving customer service standards within the organization.
- Analyzed customer feedback data to identify areas of improvement in services offered by the organization.
- Maintained records of all operational activities for future reference.
- Identified cost-saving opportunities that helped reduce expenses significantly.
- Prepared monthly progress reports detailing achievements against set targets.
- Formulated plans for streamlining business processes according to changing market trends.
- Participated in regular brainstorming sessions with senior management team regarding strategic initiatives taken by the organization.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Delegated work to staff, setting priorities and goals.
- Recruited and trained new employees to meet job requirements.
- Reviewed completed work to verify consistency, quality, and conformance.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Analyzed business performance data and forecasted business results for upper management.
Team Leader, Operations
Concentrix Services India Private Limited
Bangalore
07.2016 - 12.2018
- Monitoring escalations and bridges initiated from Microsoft team
- Incident handling for Global Microsoft Enterprise Customer
- Get the escalations, handoffs handled timely
- Monitor the bridge and notify service leaders
- Engage escalation team on collaboration
- Timely give update to Delivery/Clients/Operations/Technical teams on the incidents received for the day
- Work with Managers to ensure incidents gets handled and prioritized during resource outage
- Ensure no SLA is breached; all incidents are validated and prioritized accordingly
- Follow up with problem and change management team for updates on incidents
Transaction Processing Associate
Accenture
Bangalore
08.2014 - 03.2016
- Handle two geographic regions
- Analyze the Incidents and follow up till closure
- In charge of testing user access and tools for Telenor management
- Training and coaching of new employees
- Tracking requirements of Telenor Management and creating incidents related to their requests
- Tracking funds and approval of requests for any new funds release requests for Telenor management
Associate
Aditya Birla Minacs
Bangalore
01.2013 - 01.2014
- Training new team members on process
- Handling customer calls for Flipkart customer services
- Handling customer calls for platinum desk of Idea telecommunications services
- Handling customer calls for Myntra online shopping site order management
Education
BBA - Bachelor of Business Management
Dayananda Sagar Junior Business School
Bangalore, Karnataka05.2014
Pre University College -
BHS First Grade Collage
Bangalore, Karnataka03.2010
Secondary Schooling -
BET Convent
Bangalore, Karnataka03.2007
Skills
- Project Management
- ITIL V4
- Power BI
- Dynamics CRM
- Zendesk implementation
- Helpshift automations
- Intercom workflows
- Hubspot implementation
- Dialpad and ring central implementation and analytics
- Quality monitoring
- New client onboarding
- Pain point resolution
- Training and coaching
- Process flow validations
- Mentoring and training
- Operations Management
- Data Analysis
Accomplishments
- Part of Concentrix Staff Diversity, Equity & Inclusion.
- Site lead for Pride India Expanded Staff Resource Group.
- Certified site Mental Wellness Partner, responsible for the Mental Wellbeing of the employees.
- Help Microsoft CS&E develop DfM (OneSupport) tool catering for Duty Manager Persona.
- Part of Concentrix Presidents Club.
- Recognized and rewarded multiple times in all projects.
Disclaimer
I, Deepak K here by affirm that all the above provided information is true to the best of my knowledge and belief.
Languages
- English
- Hindi
- Kannada
- Telugu
- Tamil
Timeline
Service Delivery Manager
IntouchCX
11.2022 - Current
Deputy Manager, Operations
Concentrix Services India Private Limited
12.2018 - 10.2022
Team Leader, Operations
Concentrix Services India Private Limited
07.2016 - 12.2018
Transaction Processing Associate
Accenture
08.2014 - 03.2016
Associate
Aditya Birla Minacs
01.2013 - 01.2014
BBA - Bachelor of Business Management
Dayananda Sagar Junior Business School
Pre University College -
BHS First Grade Collage
Secondary Schooling -
BET Convent
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