Deepak Sethi

Regional Business Head responsible for 5 states in India along with Nepal since October 2017. - Business Management role with TC Global, a leading education group whose origins are in Higher Education, Career Management and Student Recruitment globally, and have engaged with millions of students to help shape lives and careers with student recruitment in over 38 countries and have deep relationships with over 600 universities globally. The TC Global Group earlier known as The Chopra's are aggressively diversifying and internationally expanding their core higher education operations into Research, Corporate & Institutional Services, Higher Education Delivery and Investment

- Heading the Region consisting of the states of Punjab, Haryana, Himachal Pradesh, Nepal, Telangana, Andhra Pradesh and Uttarakhand.

- Dealing majorly with student aspirants for the UK, Canada, Australia and New Zealand

- Responsible for driving Number and Revenue targets, Team Productivity and Market Development

- Responsible for ensuring training and capability development at all levels in the team for ensuring high Client Experience levels

- Responsible for the setup and operations of third-party food & beverage service management of Holiday Inn Hotel Properties in Chennai & Bangalore

- Responsible for recruitment & Training of manpower associated with the project

- Responsible for ensuring customer experience management in line with the brand standards of the Inter-continental Hotel group

- Responsible for setting up processes at start up stage

- Responsible for EBIDTA, Revenue and Cost

Roles - Last to first) – May 2009 to April 2017

· National vertical Head -Quality Compliances & Excellence

- Responsible for

1. Training at a national level for both field and Call center employees including employees of outsourced partners on both behavioral skills and functional inputs

2. Building up certification programs as a part of training effectiveness

3. Customer Service Training nationally on both soft skills & functional inputs inclusive of Needs assessment , Content build up and on boarding other than execution of monthly training calendars ,

4. Quality measurement for post training impact , Retail Store Mystery audits and build up of follow through actions

5. CSAT measurement framework design & implementation through market research methodologies like NPS

6. Service Strategy Design , Organizational culture / Customer Centricity build up , Knowledge Management, Process Improvement including SOP build ups , Service Excellence , Risk Management , , Compliances & internal Audit Management, along with Partner Invoicing and Budgeting/ Cost Governance

· National vertical Head for customer Lifecycle Management

- Responsible for Service Marketing, Retention management, collections, bad debt portfolio management, Communications and new product development

· National Head – Center of Excellence

- Responsible for buildup of customer centricity within the organization and running customer experience transformation programs at all levels along with BPR (Business Process Re-Engineering) activity in alignment with the same. Launched the ‘Magic' brand for Tata along with several ‘first in class' initiatives in the customer centricity arena

· National Vertical Head- Acquisition Process Management

- Responsible for all on boarding activities for both prepay & post pay areas

· Circle Customer Service Operations Head

- Responsible for the states of Madhya Pradesh & Chhattisgarh for overall customer service operations mainly consisting of DMS operations, Service Marketing, Customer Retention, Collection & bad Debt Management & customer escalations

Head - Customer Service Operations

- Responsible for the states of Madhya Pradesh and Chhattisgarh for Launch plan along with Process & SOP Telecom buildup for customer Service operations within the state

· Geography Business Operations Head handling overall business operations – Responsible for EBIDTA.

· Circle Customer Service Operations Head

- Responsible for overall customer service operations mainly consisting of DMS operations, Service marketing, Customer Retention, Collection & bad Debt Management & customer escalations

· Circle Collections & Retention Head

· Circle After Sales Service (Installation & fault Repair) head

· Inbound Contact Center Head

Seven years of work experience at middle management levels in the hotel industry between June 1990 and December 1997

· Lobby Operations Manager – Surya Sofitel Hotel, New Delhi Jun'1990 - Jun'1991

· Front Office Manager – Best Western Residency Hotel, Bhopal Jun'1991 - Feb'1993

· Resident Manager – Best Western Residency Hotel, Bhopal Feb'1993 - Nov'1995

· Deputy General Manager – Best Western Residency Hotel, Bhopal Nov'1995 – Dec'1997