Deepak Singh Bhakar
Bengaluru,KA
Summary
Experienced with overseeing complex operational functions and implementing process enhancements. Utilizes leadership skills to drive team collaboration and meet organizational benchmarks. Knowledge of strategic planning and resource management for optimal operational performance.
Overview
7
7
years of professional experience
Work History
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.
- Monitoring 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.
Customer Lifecycle Manager
Bhanzu
12.2022 - 08.2023
- 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
07.2022 - 11.2022
- 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.
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
Languages
English
Advanced (C1)
Timeline
Operations Head
Bambinos.live School of English
11.2023 - 06.2025
Customer Lifecycle Manager
Bhanzu
12.2022 - 08.2023
Program Manager (Learner Engagement - EdTech)
Great
07.2022 - 11.2022
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