DEEPAK YADAV
Indore
Summary
Dynamic operations leader with a proven track record at Conneqt Business Solutions, excelling in enhancing service delivery and optimizing performance metrics. Skilled in problem-solving and team collaboration, I consistently exceed client expectations while ensuring compliance with SLAs. Proficient in operational tools, I drive efficiency and foster a culture of continuous improvement.
Overview
8
8
years of professional experience
Work History
Assistant Manager - Operations
Conneqt Business Solutions Pvt. Ltd.
05.2023 - Current
- Managed operations for Myntra process, overseeing decision-making and hourly SL management.
- Monitored Key Performance Indicators (KPIs) such as AHT, I-SAT, and attrition rates.
- Controlled Key Responsibility Areas (KRAs) including shrinkage, shift adherence, and active headcount.
- Supervised customer support operations for Noon process across seven countries.
- Delivered multi-channel support through inbound calls, chat, and email services across various Lines of Business (LOBs).
- Optimized operational efficiency by analyzing performance metrics and implementing corrective actions.
- Enhanced service delivery quality by training staff on best practices and performance standards.
- Ensured compliance with service level agreements to maintain high customer satisfaction.
Assistant Manager - Operations
NSB BPO Solutions Pvt. Ltd.
09.2022 - 04.2023
- Managed operations for the Airtel DTH sales process with lead generation and activations.
- Consistently delivered high-quality results, exceeding client expectations.
Senior Process Associate & Aux team Leader
TCS
02.2020 - 08.2022
- Executed claims verification for Bank of America project, conducting international outbound calls and managing emails.
- Promoted to aux Team Leader, overseeing a team of 22 agents to ensure data accuracy.
- Achieved team production targets while maintaining compliance with SLA requirements.
Customer Care Executive
Teleperformance
08.2017 - 02.2020
- Provided customer support for Xiaomi & Flipkart products, resolving customer queries efficiently.
Education
Bachelor of Engineering - Mechanical Engineering
RGPV
BhopalHigher Secondary School -
M.P. Board
BhopalHigh School -
M.P. Board
BhopalSkills
- Leadership and decision-making
- Problem-solving and analytical skills
- Adaptability and willingness to learn
- Effective communication
- Team collaboration
- MS Office Suite proficiency
- Operational tool utilization
- Reporting and analysis
Disclaimer
I hereby declare that information given above is true to the best of my knowledge and belief. I take full responsibility for the correctness of the details mentioned.
Languages
- Hindi
- English
Personal Information
- Father's Name: Mr. Sheshnarayan Yadav
- Mother's Name: Mrs. Rajkali Yadav
- Date of Birth: 05/19/95
- Gender: Male
- Marital Status: Unmarried
Timeline
Assistant Manager - Operations
Conneqt Business Solutions Pvt. Ltd.
05.2023 - Current
Assistant Manager - Operations
NSB BPO Solutions Pvt. Ltd.
09.2022 - 04.2023
Senior Process Associate & Aux team Leader
TCS
02.2020 - 08.2022
Customer Care Executive
Teleperformance
08.2017 - 02.2020
Bachelor of Engineering - Mechanical Engineering
RGPV
Higher Secondary School -
M.P. Board
High School -
M.P. Board
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