DEEPAK KRISHNAN

Senior Manager- Operations with 15+ years of experience in managing Customer and Technical support for World Renowned Payment gateway, India's largest Ecommerce fashion and apparels and Global Support for India's largest Cab aggregator. Handled 200+ people span with multi-channel (Voice, Email, Chat, Safety and Social media) support. Managing Domestic and International process. Proven Multitasking abilities, Solid team player with a positive attitude. Ensure Service delivery target is achieved. Establish an optimal, standardized end-to-end delivery lifecycle. Partner with various business units as required for the administration of products and project implementation. Examples of business areas: compliance, law, technology, finance. Monitor morale and constantly motivate staff to ensure that optimum level of productivity and service standards are achieved. Proven track record of performance management and successful team development. Promote Employee career development and movement. Customer-oriented general manager with several years of experience focused on increasing production and minimizing downtime. Adaptive and deadline-oriented with capacity to execute and complete multiple projects in high-stress environments. Meticulous leader and strategic planner with comprehensive managerial acumen.

• Received among the best Annual Talent rating for all 4 years
• New Year Safety Management Planning & Execution
• Member of Internal Complaints Committee
• Awarded ARP for being an asset to the organization
• Analyzed refund data and reduced burn by 56%
• Improved Non-Voice First Time Resolution & Customer Satisfaction by 35%
• Successfully coordinated and tested CRM/Ticketing tool migration
• Customer contacts reduced by 60% through automated systems
• Received best employee award for Innovation
• Handled 8,000+ Social Media queries and 15,000 Emails in a day
• Designed Contact-Us form to identify reason for Customer Contacts
• Received an award for best in class Customer Satisfaction
• Travelled to Client Location (USA) for transitioning a new process
• Awarded 'Values @ Work' for the year 2010/11

Contact Reduction, Customer Experience Strategy, Business Growth Innovation, Customer Loyalty Improvement, KPI Design, Competitive Environment Building, Employee Engagement Activities, Performance Management Metrics, Statistical Problem Identification, Root Cause Analysis, Historical Data Utilization, Trend Monitoring, Realistic Target Setting, Proactive Head Count Planning

• Father's Name: B Duraiswamy
• Date of Birth: 09/01/80
• Nationality: Indian
• Marital Status: Married