Summary
Overview
Work History
Education
Skills
Languages
Timeline
OfficeManager
Deepak Kumar Paul

Deepak Kumar Paul

Deputy Manager Operations
Gurgaon,Haryana

Summary

Proven leader in enhancing operational efficiency and customer satisfaction at Quampetence, adept in workload management and decision-making. Excelled in team motivation, achieving high performance improvements. Notably increased customer satisfaction through strategic process development. Skilled in task delegation and fostering customer relations, with a track record of exceeding KPIs.

Overview

6
6
years of professional experience

Work History

Deputy Manager of Operations

Quampetence
10.2023 - Current
  • Managing operations for Lifelong a E- Commerce platform.
  • Monitoring team performance by providing clear expectation regarding the backlog of the cases.
  • Follow ups with the clients to provide maximum closure from the felid team for better customer experience.
  • Improved team efficiency by streamlining processes and implementing innovative management strategies.
  • Identified areas for improvement within the department, implementing strategic initiatives to address gaps in performance or resources.
  • Increased customer satisfaction levels by developing targeted strategies to address client concerns effectively.
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Set aggressive targets for employees to drive company success and strengthen motivation.


Assistant Manager, Customer Service

Insight Customer Call Solutions
12.2022 - 09.2023
  • Handling 5 process (Swiggy, Noise, Mitsubishi Electric, GS1 India, Briyani Blues) with exceptional operation targets.
    Maintaining Billing for each process and to avoid deficit in revenue aspects.
  • Manage weekly review amongst team leader to evaluate employee performance and conveyed constructive feedback to improve skills.
  • Works on client expectation to minimize the client escalation.
  • Free flow of work environments to cater the best results in productivity. Coordinated staff schedules, ensuring adequate coverage during peak hours without sacrificing operational efficiency or quality of service.
  • Reduced wait times for customers through efficient task delegation and resource allocation.

Senior Team Leader, Customer Service

Insight Customer Call Solutions
05.2022 - 12.2022
  • Worked for SuperDaily a complete Blended process with the team size of 30-45 advisors.
  • Preparing a review deck and presenting to the clients in MBR & WBR.
  • Process Comprises of Inbound, Outbound, Chat, Backoffice
    Maintaining the AHT, SL, AL, FRT, IRT, RT. Preparing a team performance and publishing on daily basis.
  • Maintaining Quality by monitoring them closely and met the given expectation by clients.

Team Leader, Customer Support

Cogent E Services
03.2020 - 03.2022
  • Worked for TATA Sky Binge a complete inbound process.
  • Leads with handling team along with all SMEs work assignment.
  • Highest Achievers in NPS customer ratings.
  • Awarded for the best quality as a Team Leader.
  • Roster planning with the daily shrinkage update.
  • Publishing daily reports along SL & AL.
  • Managing Shrinkage & Attrition.
  • Conducting daily morning briefing for kik start of the day.
  • Encouraging team members to reduce their stress level during calls.

Chat Support Representative

Cogent E Services
11.2018 - 03.2020
  • Reduced escalations to higher-level support teams by successfully addressing customers'' issues at the first point of contact.
  • Resolving Customers issues by utilizing comprehensive knowledge of company products and services.
  • Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
  • Exceeded established KPIs related to response time, resolution rate, and overall quality scores in chat support metrics.
  • Expedited issue resolution with efficient multitasking and prioritization of multiple chat conversations simultaneously.
  • Contributed to a positive work environment by assisting colleagues in resolving challenging situations when needed.

Education

BA.LLB -

DAVV
Indore
04.2001 -

Senor Secondary School -

Kendriya Vidyalaya
Hisar, India
04.2001 -

Skills

Performance Improvements

Languages

English
Advanced (C1)
Hindi
Advanced (C1)

Timeline

Deputy Manager of Operations

Quampetence
10.2023 - Current

Assistant Manager, Customer Service

Insight Customer Call Solutions
12.2022 - 09.2023

Senior Team Leader, Customer Service

Insight Customer Call Solutions
05.2022 - 12.2022

Team Leader, Customer Support

Cogent E Services
03.2020 - 03.2022

Chat Support Representative

Cogent E Services
11.2018 - 03.2020

BA.LLB -

DAVV
04.2001 -

Senor Secondary School -

Kendriya Vidyalaya
04.2001 -

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Deepak Kumar PaulDeputy Manager Operations