Summary
Overview
Work History
Education
Skills
Title
Languages
References
Timeline
Generic

Deepika Chakraborty

Bengaluru

Summary

Results-driven Senior Manager with a proven track record in customer success and team leadership. Expertise in process improvement and data analysis to enhance productivity and drive impactful team initiatives.

Overview

21
21
years of professional experience

Work History

Senior Manager, Customer Success

Open Financial Technologies Pvt. Ltd
Bengaluru
06.2018 - Current
  • Promoted from Assistant Manager to Senior Manager for Customer Success over several years.
  • Coordinated cross-functional meetings to align team goals and objectives.
  • Implemented process improvements, boosting productivity while minimizing delays.
  • Managed a team of over 10 employees; set objectives and monitored performance.
  • Collaborated with internal departments to ensure projects met deadlines and budgets.
  • Mentored junior staff on business processes, customer service standards, and quality protocols.
  • Established communication channels across departments to enhance collaboration.
  • Conducted regular performance appraisals, delivering actionable feedback.

Customer Engagement Manager

PayU
Mumbai
03.2017 - 05.2018
  • Managed social media accounts to enhance community engagement and brand loyalty.
  • Collaborated with marketing teams to develop content that resonates with target audiences.
  • Coordinated events and promotions to boost community awareness of products and services.
  • Planned webinars and seminars to actively engage customers and prospects.

Customer Engagement Manager

Citrus Payment Solutions Pvt. Ltd.
Mumbai
04.2016 - 03.2017
  • Developed customer engagement strategies to strengthen client relationships.
  • Facilitated interdepartmental communication to resolve customer concerns.
  • Analyzed feedback to improve service delivery and engagement initiatives.
  • Generated reports on customer engagement metrics for management review.
  • Conducted analysis of customer feedback surveys to identify performance trends.
  • Collaborated with marketing teams to create targeted content for audiences.

Assistant Manager - Projects

TranServ Private Limited
Mumbai
06.2014 - 01.2016
  • Drove merchant acquisition for payment gateway to expand clientele.
  • Managed service quality and process improvements to enhance operational efficiency.
  • Cultivated relationships with key customers, providing tailored consulting solutions.
  • Coordinated project implementation with banks and internal departments to ensure alignment.
  • Monitored project timelines to guarantee timely deliverables.
  • Prepared project status reports for senior management, including responsibility metrics discussions with banks.
  • Ensured compliance of service solutions with industry standards, risk assessments, and business mandates.

Executive Business Development (Freelancer)

BEleven
Mumbai
06.2010 - 05.2014
  • Conducted cold calls to clients using available database.
  • Scheduled appointments and coordinated marketing team visits with clients.
  • Emailing company profiles to prospective clients and performing follow-ups until appointments confirmed.

Senior Customer Service Associate

Firstsource Solutions Limited
Mumbai
02.2006 - 03.2010
  • Promoted from Customer Service Associate to Senior Associate due to outstanding performance.
  • Managed agent performance database and prepared detailed reports to track outcomes.
  • Resolved complex customer issues through effective problem-solving techniques.
  • Utilized active listening and open-ended questions to identify customer needs.
  • Handled customer inquiries across various communication channels efficiently.
  • Provided management with insights on customer trends and service enhancement opportunities.

Customer Care Executive

Acme Housing (I) Pvt. Ltd.
Mumbai
03.2004 - 01.2006
  • Delivered exceptional customer support via multiple communication channels.
  • Documented customer interactions for future reference and analysis.
  • Managed inquiries, agreements, stamp-duty registration, and payment follow-ups.
  • Coordinated with banks for processing Approved Project Financial numbers for ongoing projects.
  • Processed loan documents for clients, ensuring timely sanctioning and coordination with banks.

Education

Bachelor of Arts - Political Science

Mithibai College of Arts
Mumbai
03-2003

Skills

  • Data analysis
  • Customer success
  • Process improvement
  • Team leadership
  • Problem solving
  • Effective communication
  • Cross-functional collaboration

Title

Senior Manager

Languages

English
First Language

References

References available upon request.

Timeline

Senior Manager, Customer Success

Open Financial Technologies Pvt. Ltd
06.2018 - Current

Customer Engagement Manager

PayU
03.2017 - 05.2018

Customer Engagement Manager

Citrus Payment Solutions Pvt. Ltd.
04.2016 - 03.2017

Assistant Manager - Projects

TranServ Private Limited
06.2014 - 01.2016

Executive Business Development (Freelancer)

BEleven
06.2010 - 05.2014

Senior Customer Service Associate

Firstsource Solutions Limited
02.2006 - 03.2010

Customer Care Executive

Acme Housing (I) Pvt. Ltd.
03.2004 - 01.2006

Bachelor of Arts - Political Science

Mithibai College of Arts

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Deepika Chakraborty