DEEPAK PANWAR
Customer Service
Gurgaon,HR
Summary
Dynamic and diligent professional holds Master’s degree in Operations offering 9+ years of excellence in operations management, spearheading client /customer support team, vendor management, SLA management, KPI, team leadership, territory management, KAM in eCommerce industry. Excellent in providing rolling update on forecast and deviation from current plan of region/market demand and inventory levels to proactively identify needed actions on buying, bulk sourcing, and stock management. Adept at achieving superior business results through outstanding management of highly motivated, high-performing team(s) and the growth and development of individuals.
Overview
10
10
years of professional experience
Work History
Operations Manager
Aiqa health
2 2023
- Handled Customer Success Operations in Claims and Customer Service
- Delivered services within the committed turnaround time (TAT) to partners
- Created and maintained a smooth communication channel between partners and company operations
- Achieved and maintained a high Net Promoter Score (NPS) in both verticals
- Led and managed a team of customer success representatives, ensuring high performance and engagement
- Conducted regular training sessions to develop team skills and knowledge
- Worked as a Nodal Operations Manager, liaising with the legal team to address and resolve operational issues
- Worked with the tech team to implement new ideas and solve business-related challenges
- Facilitated the integration of technological solutions to improve service delivery
- Handled E-clinics across Pan India to ensure the delivery of quality services
- Monitored and evaluated the performance of E-clinics to maintain high standards
- Created SOPs for fieldwork operations and monitored their implementation
- Conducted manual monitoring to ensure adherence to established procedures
- Planned strategy and built short-term and long-term goals for various cities in conjunction with CXOs (CEO, COO, CBO)
- Worked on expansion projects, launching new cities, and setting up skilled operation teams
- Developed strategies and processes to enhance overall operations and product features
- Led multiple strategy sessions with senior-level executives to identify initiative goals, objectives, and design principles
- Managed the procurement of medicines and monitored stock availability at a PAN India level
- Defined key metrics (KRAs and KPIs) for different functions and ensured targets were met
- Identified gaps and roadblocks faced by functions/teams and provided solutions to troubleshoot them
- Worked with engineering and product teams to improve internal tools and user experience
- Developed and implemented strategies to enhance customer satisfaction and retention
- Analyzed customer feedback and operational data to identify areas for improvement
- Collaborated with cross-functional teams to enhance service delivery and resolve customer issues efficiently.
Area Manager - Operations
Swiggy
11.2021 - 08.2022
- Handling and responding to queries and complaints of delivery executives for Delhi region with a team of 25 members
- Ensuring that all the queries are responded and solved within a set TAT as well as analyzing the data to improve the delivery executives' satisfaction
- Implementing new strategic initiatives and ideas for effectively scaling up the operations in the region
- Improving the systems, processes and policies to betterment the operations, reporting, information flow and relevant business metrics.
Assistant Manager - Operations
Urbancompany India Private Limited
04.2020 - 10.2021
- Overall handled a team of 30+ members in 8 cities for various categories
- Spearheaded various functions/verticals such as vendor relations, process improvement, data analysis, training & development, SLA management, etc
- Often gathered feedback from customers, vendors & operations team by which updated the products with required changes
- Effectively trained vendors to maximize the deliveries, minimize the cancellations, and maintain the quality of the service
- Provided top-down input to demand planning, based on a supply perspective
- Developed detailed forecasts by SKU based on industry trends and demand patterns to meet business plan
- Liaised with logistics team for seamless operation and improve supply chain KPI.
CCE
Oyster Info come Pvt Ltd
02.2013 - 02.2017
Subject Matter Expert
1mg Technologies Pvt Ltd
01.2015 - 01.2017
- Spearheaded the entire customer service operations of 1mgAyush by liaising with the vendor and logistic teams with a team of 9 members
- Handled RTO and DTO cases through extensive complaint investigation and RCA as well as liaised with the finance team in processing online refund/NEFT refunds
- Liaised between fulfillment & logistics team and directed various activities such as offloading stock deliveries, processing work orders, and packaging orders for distribution
- Ensured that all customer complaints were logged & resolved in a timely manner.
Lead
Goibibo Group
02.2014 - 08.2014
Education
MBA in Operations -
Amity University
B.A - undefined
Delhi University
Intermediate - undefined
Kendriya Vidyalaya, New Delhi
Matriculation - undefined
Kendriya Vidyalaya, Assam
Skills
Operations Management
Key Account Management
Supply & Demand Knowledge
Order Fulfillment
Logistics
Client/Customer Support
Complaint Resolution
Vendor Management
Team Leadership
Business Acumen
Basic Finance Knowledge
Interpersonal
Excellent Communication
Analytical
Decision-making
Personalparticulars
04/13/91, Hindi, English, Gurgaon, India
Timeline
Area Manager - Operations
Swiggy
11.2021 - 08.2022
Assistant Manager - Operations
Urbancompany India Private Limited
04.2020 - 10.2021
Subject Matter Expert
1mg Technologies Pvt Ltd
01.2015 - 01.2017
Lead
Goibibo Group
02.2014 - 08.2014
CCE
Oyster Info come Pvt Ltd
02.2013 - 02.2017
Operations Manager
Aiqa health
2 2023
MBA in Operations -
Amity University
B.A - undefined
Delhi University
Intermediate - undefined
Kendriya Vidyalaya, New Delhi
Matriculation - undefined
Kendriya Vidyalaya, Assam
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