DEEPAK T
Bangalore
Summary
Customer-oriented and results-driven professional with over 9 years of experience in managing customer experience and delivering exceptional service. Proven ability to drive cross-sell and upsell opportunities, enhance customer satisfaction, and improve loyalty and retention through strategic initiatives. Experienced in analyzing customer feedback and data to identify trends, optimize processes, and implement effective solutions. Strong leadership, communication, and interpersonal skills, with a track record of successful collaboration across cross-functional teams.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Associate Manager - Customer Success & Experience
Greytip Software Private Limited
06.2024 - 09.2024
- Managed the customer life cycle and account management for 15 accounts, overseeing the complete process from sales handover, ensuring smooth onboarding, and maintaining consistent engagement to build relationships based on trust and transparency.
- Onboarded more than 20 customers, providing integration support and driving product adoption.
- Coordinated and conducted at least 1 weekly meeting with clients to discuss ongoing issues, provide updates, and maintain open lines of communication.
- Acted as the voice of the customer, influencing the product development roadmap by providing valuable feedback.
- Advocated for customer needs at every stage of the customer experience, ensuring their satisfaction and success.
- Utilized data and analytics to identify at-risk customers and proactively engaged with them to mitigate churn risk.
- Identified upsell and cross-sell opportunities based on customer needs and product usage patterns and increased monthly MRR by Rs 28,000.
- Executed NPS (Net Promoter Score), CES (Customer Effort Score), and CSAT (Customer Satisfaction) surveys to assess brand performance.
- Collaborated with sales, marketing, and product development teams to share customer insights and ensure coordinated efforts to meet customer needs.
Assistant Manager - Customer Experience
Duroflex Private Limited
07.2020 - 05.2024
- Led a customer support team of 40, implementing processes to drive performance improvements and operational efficiency.
- Planned, strategized, and executed an optimal team structure to meet and exceed KPIs.
- Monitored customer satisfaction metrics, achieving a CSAT of 90% and NPS of 60, with a focus on continuous improvement to enhance the overall brand experience.
- Delivered analytical insights to stakeholders during bi-weekly meetings to drive data-driven decision-making.
- Collaborated with cross-functional teams to improve customer experience by implementing technological automations, including chatbots and automated refund processes.
- Led the sales team in maximizing conversions from abandoned website carts, achieving a fiscal year target of Rs 1 Cr through upselling and cross-selling strategies.
- Trained the customer support team to handle inquiries via chat, email, and phone, ensuring a high standard of service.
- Managed customer escalations on the brand's social media platforms, resolving issues efficiently.
- Maintained product ratings above 4 stars on e-commerce platforms and brand websites.
- Utilized tools such as Salesforce, Kapture, Zoho, Zendesk, Vinculum, Unicommerce, and Ozonetel to streamline customer support and operations.
Executive Controller
Securitas India Pvt Limited
01.2017 - 11.2018
- Handling all India escalations and queries from clients through emails and calls
- Publishing hourly report to the stakeholders.
NDT Technician
Cochin Inspection Service
06.2015 - 06.2016
- Performing Radio Graphy Test on Pipe Lines of Bharath Petroleum Corporation of India Limited
- Performing Radio Graphy Test at Cochin Shipyard Limited in B95 Barge Vessels, Indian Navy Ship-Vikrant, INS Vikramaditiya & INS Kalvari.
Education
Master of Business Administration -
Albedo School Of Business Management
Kochi, Kerala04-2025
Diploma in Mechanical Engineering -
PSN College of Engineering And Technology
Tirunelveli, Tamil Nadu04.2015
High School -
Sacred Heart Matriculation Higher Secondary School
Kaniyakumari, Tamil Nadu03-2010
Skills
- Client Onboarding and Retention
- CRM Software
- Retail Operations
- Account Management and Growth Strategy
- Excellent Communication and Presentation Skills
- Problem-Solving and Conflict Resolution
- Cross-Functional Collaboration
- Upselling and Cross-Selling Expertise
- Data Analysis and Reporting
- Customer Advocacy and Success Strategy
- Empathy and Active Listening
- Adaptability in Fast-Changing Environments
- Leadership and Team Mentorship
- Product & Service Knowledge Survey
Certification
Google Data Analytics
Gained foundational skills in data analysis techniques, including data cleaning, data visualization, and identifying trends for actionable insights.
Accomplishments
- Best Team Lead Award "Ninja"
- Thrice awarded "Best CSAT Performer"
- Twice awarded "Lighting Speed"
- Over All Performer Of The Month
Revolutionized employee training program, directly impacting team performance and customer satisfaction rates and sales with Cross-sell and up sell.
With consistent score above 96%.
For maintaining the best AHT (Average Handling Time).
Achieving individual KPI's such as Sale, CSAT, CES, Response Rate and AHT.
Languages
English
Hindi
Malayalam
Tamil
Personal Information
- Date of Year : 1994
- Nationality: Indian
- Marital Status: Married
Declaration
I, DEEPAK T, hereby declare that the information contained herein is true and correct to the best of my knowledge and belief.
Timeline
Associate Manager - Customer Success & Experience
Greytip Software Private Limited
06.2024 - 09.2024
Assistant Manager - Customer Experience
Duroflex Private Limited
07.2020 - 05.2024
Executive Controller
Securitas India Pvt Limited
01.2017 - 11.2018
NDT Technician
Cochin Inspection Service
06.2015 - 06.2016
Google Data Analytics
Gained foundational skills in data analysis techniques, including data cleaning, data visualization, and identifying trends for actionable insights.
Master of Business Administration -
Albedo School Of Business Management
Diploma in Mechanical Engineering -
PSN College of Engineering And Technology
High School -
Sacred Heart Matriculation Higher Secondary School
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