DEEPAK NATH
Associate Manager
Bengaluru,KA
Summary
Experienced professional with over 6 years in Operations, Sales Management, and Data Analysis across diverse industries. Proven track record in exceeding targets and implementing effective strategies. Skilled in optimizing processes, leading teams, and driving revenue growth. Seeking to leverage expertise in Lead generation and customer support to contribute to organizational success.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
4
4
Languages
Work History
Associate Manager
Reward360
01.2025 - Current
- Spearheaded the successful launch and stabilization of a critical Concierge 24x7 process catering to premium banking clients, ensuring uninterrupted service delivery and client satisfaction.
- Owned end-to-end daily operational reporting, including SLA dashboards, volume variance, attendance, and incident logs, to drive data-backed decision-making.
- Monitored and ensured SLA adherence across multiple metrics, including AHT, response time, and staffing efficiency, enabling timely escalations and course corrections.
- Maintained and published comprehensive MIS reports (daily, weekly, monthly) covering performance, productivity, and resource utilization, which were shared with internal leadership and client stakeholders.
- Collaborated closely with operations and support teams to plan staffing around forecasted volumes, high-sensitivity escalations, and peak-hour coverage.
- Provided real-time inputs to team leads and management on shrinkage, absenteeism, and queue behavior, improving shift-level responsiveness.
- Conducted weekly governance meetings, and maintained strong visibility with clients through proactive communication, reporting, and action planning.
- Ensured round-the-clock support coverage, particularly during critical hours and weekends, contributing to business continuity for this high-value process.
- Managed cross-functional projects, ensuring timely completion and alignment with company objectives.
Assistant Manager
Think & Learn Pvt. Ltd
10.2022 - 01.2025
- Headed lead generation for 5 BYJUS products: K12, IAS, GATE, CAT, and CLAT, with a team of 34 operations executives for a weekly sale of approximately 1 crore.
- Responsible for owning end-to-end conversion for 20K leads across products to increase company sales.
- Achieved approximately 20% month-on-month improvement in lead-to-sale conversion rate by creating a lead scoring mechanism for BYJU'S.
- Pioneered the instrumentation of Genesys BOLD360 for BYJU'S.
- Established monthly goals, communicated priorities to staff, and closely tracked progress to achieve success.
- Developed and launched training programs and performance metrics, achieving a 40% increase in marketing team efficiency.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
Team Lead
Think & Learn Pvt. Ltd
04.2021 - 10.2022
- Managed a team of 24 members to achieve lead generation targets on a month-on-month basis, with improvement in the lead funnel.
- Building market position by locating, developing, defining, negotiating, and closing business relationships.
- Identified the blockers in the lead generation process and prepared action plans to improve the lead generation funnel by 2X.
- Created sub-divisions within the team to nurture different types of leads, increasing response time and efficiency of the leads by 40%.
- Evaluated employee skill levels to identify training needs, developing targeted development programs aligned with corporate objectives to enhance team performance.
- Facilitated staff meetings to delegate tasks, assign workloads, and communicate shifting priorities effectively to ensure alignment and productivity.
Operation Executive BYJUS
Think & Learn Pvt. Ltd
06.2019 - 04.2021
- Led the deployment of the inaugural mainframe system for lead generation via chatbots, greatly improving the sales funnel's effectiveness through enhanced live chat functionalities.
- Defined strategic goals and worked with teams, departments, technology, and processes to align systems with targets.
- Analyzed performance data to evaluate and improve operations, target current business challenges, and forecast needs.
Commercial Analyst
Tesco
01.2019 - 06.2019
- Reconciled commercial agreements between suppliers and Tesco, ensuring alignment on terms and conditions to optimize partnership outcomes.
- Generated strategic weekly Key Performance Indicator (KPI) targets, motivating and incentivizing staff to continually achieve and exceed expectations.
- Optimized employee scheduling by balancing company priorities with leave requests and shift preferences, enhancing operational efficiency and satisfaction.
AHRS
Accenture
01.2017 - 08.2017
- Drafted and delivered offer letters to prospective employees, ensuring accuracy and adherence to company standards.
- Facilitated the resignation process for employees, following established protocols to ensure seamless transitions.
- Administered payroll operations, guaranteeing timely and precise salary payments for all staff.
- Administered payroll operations.
- Highlight your accomplishments, using numbers if possible.
Education
BBA - Business Management
Asian Institute of Management & Technology
Guwahati 01.2012 - 01.2015
High School Diploma -
Army Public School
Guwahati 04.2010 - 01.2012
Skills
Data Visualisation
Operational Excellence
KPI
Lead Generation
Advance Excel
SQL
Sales Ops
Customer Experience
WFM
Operations management
Accomplishments
- Consistently achieved a lead quality improvement of 20%, resulting in multiple awards and recognition, including Best Employee of the Month.
- Star of the Business Award 2 times.
- Awarded as ‘Best Manager – BEP Operation'.
Timeline
Associate Manager
Reward360
01.2025 - Current
Assistant Manager
Think & Learn Pvt. Ltd
10.2022 - 01.2025
Team Lead
Think & Learn Pvt. Ltd
04.2021 - 10.2022
Operation Executive BYJUS
Think & Learn Pvt. Ltd
06.2019 - 04.2021
Commercial Analyst
Tesco
01.2019 - 06.2019
AHRS
Accenture
01.2017 - 08.2017
BBA - Business Management
Asian Institute of Management & Technology
01.2012 - 01.2015
High School Diploma -
Army Public School
04.2010 - 01.2012