Deepali Gupta
Bangalore
Summary
Professional Summary:
Seasoned professional with over 15 years of diverse experience across Finance, FMCG, Hospitality, Advertising, and PR industries. Proven track record in roles spanning training, coaching, and leadership in reputable organizations such as Dominos Pizza, Dunkin Donuts, GVK(MIAL), Third Wave Coffee Roasters, and Motilal Oswal Securities Limited.
Key Skills:
Expertise in Effective Business Communication, Voice Modulation, and Presentation Skills.
Proficient in Grooming & Etiquette, Selling Skills, and Customer Care/Service Excellence.
Strong background in Time Management, Interpersonal Skills, and Coaching/Feedback.
Experienced in Team Building, Customer Relationship Management (CRM), and Internal Customer Handling.
Overview
16
16
years of professional experience
Work History
Sr. Manager CS & Training
The Organic World (SRPL)
05.2021 - Current
- Managed a team of customer service representatives to handle inbound and outbound customer inquiries, orders, and support requests via phone, email, and live chat
- Developed and implemented customer service policies, procedures, and standards to optimize service quality, efficiency, and customer satisfaction
- Implemented customer service training programs to enhance team members' skills, product knowledge, and communication abilities, resulting in improved customer interactions and service delivery
- Established key performance indicators (KPIs) and metrics to monitor team performance, service levels, and customer satisfaction, providing regular performance feedback and coaching to drive individual and team success.
Sr. Mgr Customer Excellence and Leadership Development
AI SATS
09.2019 - 12.2020
- Utilized customer feedback, surveys, and data analytics to identify trends, patterns, and areas for improvement, driving continuous process enhancements and service innovations
- Conducted regular performance evaluations, coaching sessions, and training workshops to develop team members' skills, performance, and career growth opportunities
- Acted as a liaison between passengers and Airlines to escalate and resolve complex issues, ensure timely resolution, and foster positive customer relationships.
Head Training & CX
Third Wave Coffee Roasters
04.2018 - 09.2019
- Provide exceptional customer service by assisting customers in selecting coffee beans based on flavor profiles, origin, and brewing preferences
- Educate customers on different coffee brewing methods, such as pour-over, French press, and espresso, to enhance their at-home coffee experience
- Conduct coffee tastings and demonstrations to showcase various coffee flavors and highlight unique characteristics of different coffee beans
- Collaborate with the management team to develop seasonal coffee menus and promotions, ensuring a diverse selection of high-quality coffee offerings
- Train new staff members on coffee preparation techniques, customer engagement strategies, and product knowledge to maintain consistent service standards
- Maintain cleanliness and organization of the coffee bar area, including equipment maintenance and inventory management.
Manager (Customer Service & Training, Quality)
GVK (MIAL) World’s Number 1 Airport
12.2016 - 02.2018
- Lead a team of [number] customer service representatives, supervisors, and managers to ensure prompt and effective resolution of customer inquiries, issues, and complaints
- Utilized customer feedback, surveys, and data analytics to identify trends, patterns, and areas for improvement, driving continuous process enhancements and service innovations
- Established key performance indicators (KPIs) and metrics to monitor team performance, service levels, and customer satisfaction, providing regular performance feedback and coaching to drive individual and team success
- Collaborated cross-functionally with Immigrations, Ground-handling team, operations, and DGCA to streamline processes, resolve issues, and optimize the overall customer journey.
Assistant Manager (Customer Service)- West
Jubilant FoodWorks (Domino’s Pizza/Dunkin Donuts)
06.2012 - 12.2016
- Managed daily operations of the store, including staffing, inventory management, and cash handling, to ensure smooth and efficient workflow
- Trained and supervised staff members in customer service protocols, food safety procedures, and product knowledge to uphold brand standards and compliance
- Resolved customer complaints and inquiries in a timely and professional manner, ensuring customer satisfaction and loyalty
- Maintained cleanliness and organization of the store, including equipment maintenance, product displays, and sanitation protocols, to provide a safe and welcoming environment for customers
- Assisted in implementing promotional activities and marketing campaigns to drive sales and increase customer engagement.
Sales Training Manager
NIS Sparta (Reliance Life Insurance, Kokilaben Hospital, Bharati AXA, CCD)
02.2008 - 06.2012
- Design and deliver customized soft skills training programs focused on areas such as communication, conflict resolution, time management, and leadership development
- Conduct needs assessments and skill gap analyses to identify training needs and develop targeted learning objectives
- Utilize a variety of instructional techniques, including workshops, role-playing exercises, and multimedia presentations, to engage participants and facilitate learning
- Evaluate training effectiveness through participant feedback, performance assessments, and post-training evaluations, and make necessary adjustments to improve program outcomes.
Education
Post Graduate Diploma in Planning and Entrepreneurship -
The Indian Institute of Planning and Management, Mumbai
BMM - undefined
SIES College Nerul
Skills
Customer Journey Mapping: Responsible for understanding and optimizing the customer experience across various communication channels This involves analysing customer interactions and touchpoints to give delightful experience Customer Ratings (269 -> 418) through structured Escalation matrixes & effective/prescribed Service Recoveryundefined
Accomplishments
- National Coach for National Barista 2019 for Mr. Santhosh Basavraj (Representing India in Boston)
- Secretary for Women's Coffee Alliance India, we take on projects in Women's health, eldercare, education for children and nutrition.
- Over the last several years personally involved in organising several Coffee Santhe's that have raised funds for the initiatives that serve women in the coffee growing regions of India.
- Implemented Salesforce & Ozontel for 3 In-house brand along with the The Organic World which has brought our C-SAT at 99% Happy Customers.
- Opened 13 stores for Dunkin and 5 cafes for Third Wave Coffee Roasters during their start-up phase.
Timeline
Sr. Manager CS & Training
The Organic World (SRPL)
05.2021 - Current
Sr. Mgr Customer Excellence and Leadership Development
AI SATS
09.2019 - 12.2020
Head Training & CX
Third Wave Coffee Roasters
04.2018 - 09.2019
Manager (Customer Service & Training, Quality)
GVK (MIAL) World’s Number 1 Airport
12.2016 - 02.2018
Assistant Manager (Customer Service)- West
Jubilant FoodWorks (Domino’s Pizza/Dunkin Donuts)
06.2012 - 12.2016
Sales Training Manager
NIS Sparta (Reliance Life Insurance, Kokilaben Hospital, Bharati AXA, CCD)
02.2008 - 06.2012
Post Graduate Diploma in Planning and Entrepreneurship -
The Indian Institute of Planning and Management, Mumbai
BMM - undefined
SIES College Nerul
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