Deepak Kaul

Professional career spanning over 22 years working in Customer Services and Technical Support in ITES Industry. Passionate about understanding customer needs, driving service delivery, CSAT & NPS across line of businesses with a demonstrated history of working across channels. Skilled in Operations Management, Customer Experience & Relationship Management (CRM), Operational Excellence, Quality Initiatives, New Projects, and Vendor Management. As a Customer Service and Business line Manager my career is defined by a passion for delivering exceptional customer experiences and optimizing operational efficiency. With a strong background of 22 years in customer service management, Application support and process reengineering in ITES Industry, I have developed a comprehensive skill set that enables me to lead cross-functional teams and drive positive organizational outcomes. An Operations Expert in IT Service Management Skilled in Service Delivery and Customer relationship management. A demonstrated history of working in the information technology and services industry for 20+ years with major focus on Project management, Process optimization and Process improvement and People enablement. A key aspect of my role is fostering collaboration and building strong relationships with cross-functional teams. By partnering with departments such as Technology, Employee Services, Operations, and IT, I have ensured alignment and coordination in delivering a seamless customer experience. My ability to effectively communicate and influence stakeholders at all levels of the organization has contributed to successful project implementation and operational improvements. Throughout my career, I have leveraged data analytics to drive continuous improvement. By analysing operational metrics, customer feedback, and market trends, I have identified opportunities for service enhancement and implemented innovative solutions. This data-driven approach has resulted in increased efficiency, reduced costs, and improved customer experiences. Versatile Senior Manager specializing in CRM and skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information. Pursuing new professional challenges with a growth-oriented company.

• Leading Talent Improvement project RESQUE, to improve employee performance and engagement.
• Expertise in Project Management, Process Management, People Management, Change Management, Conflict and Transition Management.
• Manging business critical situation with appropriate decision making supporting business and customer equally.
• Improved overall revenue by 130% through the proactive execution of broad-ranging performance strategies.
• People first approach in retaining and developing the best talent across organizations.
• Content localization and documentation for Adobe customers in APAC and EMEA language regions
• Introduce innovative Salesforce remote hiring and training process during COVID
• Hiring and retaining top talent to ensure business quality.
• Instrumental in Introducing Salesforce as a subject in University
• Identifying Governance Models based on business requirements.
• Successfully Deliver Strategic KPIs' in line with Organization's vision
• Interpret Business need and convert that to actual process through automation solutions.

• PMP - Astrowix, Delhi, 2007.
• Certified Green Belt from HCL Technologies Ltd. Project: Staff Attrition