Deepak Kumar
Sr. Quality Analyst
Gurgaon,HR
Summary
Dynamic Membership Manager at American Express with a proven track record in enhancing customer satisfaction and driving repeat business. Sr. Quality Analyst with expertise in root cause analysis and complaint handling, achieving a significant increase in email C-sat from 53% to 84%. Strong communicator and Six Sigma Green Belt, dedicated to delivering exceptional service.
Overview
2
2
Languages
1
1
Certification
15
15
years of professional experience
Work History
Membership Manager
American Express
11.2025 - Current
- Skilled at understanding customer preferences and tailoring travel packages to meet their needs.
- Strong communication skills, ensuring client satisfaction, and repeat business.
- Experienced in coordinating flights, hotels, tours, and transportation using GDS systems (Sabre).
- Efficient in handling cancellations, rescheduling, and emergency travel arrangements.
- Strong communication skills, ensuring client satisfaction, and repeat business.
- Maintained a good scorecard throughout the tenure, such as CHT, C-sat score, and number of bookings.
Senior Quality Analyst
Fareportal India Private Limitd
12.2017 - 10.2025
- Monitored calls and chats of the agent and shared feedback with 100% closure every time.
- Conducted root cause analysis for defects, facilitating timely resolution and process improvement.
- Analyzed quality and performance data to support operational decision-making.
- Email C-sat improved from 53% in July 2022 to 84% in June 2023.
- Improved cross-sell per agent from 4 to 12 per day.
- IVR C-sat improved from 62% in Dec. '21 to 86% in Mar. '22.
- Repeat calls per agent decreased from 7 per agent to 2 per agent through call listening and feedback sharing.
Quality Analyst
Concentrix India Private Limited
07.2014 - 11.2017
- Conducted quality audits to ensure adherence to regulatory and client standards
- Analyzed product data to identify trends and recommend improvements
- Collaborated with cross-functional teams to enhance process efficiency
- Trained team members on quality metrics and improvement strategies
- Led root cause analysis for defects, driving corrective actions
- Monitored compliance with operational procedures, ensuring accuracy in reporting
Customer Care Representative
IBM Daksh India Private Limited
07.2011 - 06.2014
- Worked as a travel consultant in United Airlines Process.
- Assisted clients with queries related to new bookings, changes, and cancellations.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed multiple customer queries simultaneously while maintaining professionalism.
Education
MBA - Operations Management
Sikkim Manipal University
New Delhi 04.2001 -
B.com - Commerce And Accounting
School of Open Learning
New Delhi, India 04.2001 -
Skills
Strong communication skills
Good customer handling skills
RCA Expert
Problem solving skills
Complaint handling
Microsoft office such as Excel, Word and Powerpoint
Six Sigma Green Belt
Accomplishments
C-sat Improvement.
Top talent 2010 in Concentrix Daksh Private Limited
Won customer service award and best performer award
Email C-sat improved from 53% to 84% .
Cross sell per agent improved from 4 per agent to 12 per agent
Improved IVR C-sat from 62% to 88%.
Reduced the repeat call rate from 7 per agent to 2 per agent.
Won passion for customer award in 2019 and 2021
Won continuous improvement award in 2022 and 2023
Provided more than 200 process improvement ideas to improve user and customer experience.
Certification
Six Sigma Green Belt
Timeline
Membership Manager
American Express
11.2025 - Current
Senior Quality Analyst
Fareportal India Private Limitd
12.2017 - 10.2025
Quality Analyst
Concentrix India Private Limited
07.2014 - 11.2017
Customer Care Representative
IBM Daksh India Private Limited
07.2011 - 06.2014
MBA - Operations Management
Sikkim Manipal University
04.2001 -
B.com - Commerce And Accounting
School of Open Learning
04.2001 -