Deepak Singh Bhakar
Summary
• SaaS Operations & Customer Success Professional with 7+ years of experience supporting 5,000+ users across global markets.
• Skilled in managing end-to-end customer journeys, onboarding, implementation, technical issue resolution, and adoption tracking through CRM, ticketing, and product platforms.
• Adept at collaborating with cross-functional teams (Sales, Product, Tech, and Support) to ensure seamless service delivery, strong client engagement, and continuous process improvement.
Overview
8
8
years of professional experience
Work History
Operation Manger
Side Digital
07.2025 - 12.2025
- Led cross-functional teams to enhance project efficiency and drive strategic initiatives.
- Developed and implemented streamlined processes to improve operational effectiveness across departments.
- Mentored junior staff, fostering professional development and enhancing team performance.
- Analyzed market trends to inform decision-making and optimize service offerings.
- Owned and delivered end-to-end cross-functional programs across Customer experience, Product, Technology, and Operations, aligning stakeholders and accelerating execution
- Achieved 98% issue resolution by working closely with internal teams to resolve escalations.
- Supported influencer onboarding and digital campaign creation
Operations Head
Bambinos.live School of English
11.2023 - 06.2025
- Supported a global portfolio of 5,000+ accounts across 10+ countries, ensuring smooth onboarding and program delivery.
- Managed a team of 25 Customer Success Agents, dealing with a high volume client interactions.
- Reduced onboarding issues by 40% by coordinating with trainers and operations teams to align product delivery with learner needs.
- Monitored escalations handling across email, chat, and calls. Plan and coordinate with teams to develop and implement concept and related to any task and priority.
- Owned and delivered end-to-end cross-functional programs across Customer experience, Product, Technology, and Operations, aligning stakeholders and accelerating execution.
- Worked with Helter, Sage pilot and bitrix24 (Saas solutions).
- Analysed KPI data reports, maintain professional relationship with stakeholders.
- Collaborated with technical team to implement workflow automation for smoother learner journeys.
- Tracked KPIs and drove timely adjustments to optimize outcomes.
- Designed and maintained dashboards and performance reports to monitor daily and monthly operations, enabling data-driven decision-making.
- Worked closely with product, academic, and support teams to identify bottlenecks and implement process improvements that elevated the learner experience.
- Enforced escalation procedures, conducted root-cause analysis, and established preventive frameworks to strengthen process resilience.
- Led, mentored, and trained a team of Test Operations Associates and Executives, driving performance efficiency, process accuracy
- Proactively identified operational gaps and led cross-functional initiatives to optimize performance and ensure continuous process improvement.
- Acted as customer advocate, resolving issues through cross-functional collaboration.
- Partnered with Sales, Product, and Solutioning teams to deliver customer outcomes.
Customer Lifecycle Manager
Bhanzu
03.2023 - 10.2023
- Guided 200+ learners through onboarding and program milestones, ensuring smooth delivery via LMS and internal tools.
- Oversaw end-to-end training operations, including logistics, budgeting, reporting, and feedback-driven improvements aligned with governance standards.
- Developed SOPs for escalation handling, reducing turnaround times, and improving CSAT.
- Partnered with engineering and operations for issue resolution and process enhancements.
- Expertise in using Zoho and Zendesk (CRM SaaS solutions).
Program Manager (Learner Engagement - EdTech)
Great Learning
07.2022 - 02.2023
- Designed and executed learner engagement frameworks for Cloud programs.
- Coordinated session planning, progress reviews, and LMS-based tracking to monitor learner success.
- Acted as a single point of contact for onboarding, technical issues, and engagement risks.
- Reported learner progress to stakeholders and tailored engagement plans for improved outcomes.
- Presented data-backed recommendations to stakeholders, enabling informed decisions.
- Managed training logistics, finances, and materials while tracking attendance, feedback, and performance to ensure quality, compliance, and continuous improvement.
- Monitored learner progress across cohorts to ensure smooth progression through interview readiness and career transition milestones.
- Coordinated end-to-end communication with students and hiring partners via calls, emails, and digital platforms, ensuring consistent engagement and seamless information flow.
- Owned end-to-end student communication and issue resolution during the interview and decision stages, ensuring timely support and positive learner outcomes.
- Maintained daily data trackers and CRM records to support seamless program operations.
- Program-managed account escalations to ensure timely and effective resolution
- Prepared business review reports, insights, and executive-level presentations.
Parent Relationship Team Lead (Customer Experience)
Vedantu
09.2020 - 06.2022
- Managed 350+ student/parent accounts through CRM-driven support and program coordination.
- Achieved 98% issue resolution by working closely with internal teams to resolve escalations.
- Delivered personalized learner support plans, improving retention and upsell opportunities.
- Trained junior staff on engagement frameworks and quality communication standards.
- Worked with Salesforce and Leadsquared (SaaS solutions).
Business Development Manager (Client Services)
Justdial
11.2019 - 09.2020
- Configured digital service packages for SMEs and guided them through onboarding.
- Managed 60+ accounts with CRM hygiene, reporting, and renewal tracking.
- Recognized with Certificate of Appreciation for 120% collection target achievement.
Assistant Manager - Operations & Retention
ClickOnCare.com
04.2018 - 09.2019
- Managed D2C operations, handling 2K+ monthly orders with 95%+ on-time delivery.
- Oversaw vendor performance for Blue Dart, Ecom Express, and India Post, ensuring SLA compliance and swift issue resolution.
- Drove escalation handling for delivery and RTO issues by enhanced customer and sender connect, cutting complaint volumes by 20%.
- Led a 10-member team across operations and support, improving first-attempt delivery rates and customer satisfaction.
- Monitored courier dashboards and reconciled OMS/CRM data to maintain shipment and payment accuracy.
- Streamlined workflows and initiated process audits, reducing delivery TAT and logistics errors.
- Conducted team training on escalation control, communication, and process adherence.
Marketing Intern
ClickOnCare.com
02.2018 - 03.2018
- Supported influencer onboarding and digital campaign creation.
Education
MBA - Business Administration
Himachal Pradesh University
Shimla, India06-2018
Skills
- Problem-solving
- Team leadership
- Operations management
- Customer service
- Customer relationship management
- Strategic planning
- Project management
- Process improvements
- Onboarding and orientation
- KPI tracking
Timeline
Operation Manger
Side Digital
07.2025 - 12.2025
Operations Head
Bambinos.live School of English
11.2023 - 06.2025
Customer Lifecycle Manager
Bhanzu
03.2023 - 10.2023
Program Manager (Learner Engagement - EdTech)
Great Learning
07.2022 - 02.2023
Parent Relationship Team Lead (Customer Experience)
Vedantu
09.2020 - 06.2022
Business Development Manager (Client Services)
Justdial
11.2019 - 09.2020
Assistant Manager - Operations & Retention
ClickOnCare.com
04.2018 - 09.2019
Marketing Intern
ClickOnCare.com
02.2018 - 03.2018
MBA - Business Administration
Himachal Pradesh University