DEEPIKA CHANDRASHEKAR
Bengaluru
Summary
Experienced Customer Success professional with 14+ years in customer support, retention, and satisfaction. Proven in implementing customer-centric strategies, driving engagement, and optimizing performance metrics. Strong in team leadership, process improvement, and stakeholder management. Passionate about continuous learning and innovation. Known for using analytical thinking and creativity to solve problems and deliver impactful solutions in fast-paced environments.
Overview
17
17
years of professional experience
Work History
Sr. Manager, Customer Success
Digital Succession Solutions Pvt. Ltd.
2022.06 - Current
- Led a team of 10+ customer support professionals, ensuring top service and satisfaction.
- Conducted performance appraisals and provided feedback.
- Identified operational improvements through process analysis.
- Represented the organization as a speaker at industry events.
- Implemented technologies like Chatbots and CRM tools to streamline processes.
- Participated in recruitment and selected suitable hires.
- Mentored junior staff in service standards and quality protocols.
- Analyzed market research data to develop growth strategies.
- Created and presented monthly reports to management on sales performance.
Manager, Post Sales Operations
Vedantu Innovations Pvt. Ltd.
2020.03 - 2022.05
- Led a team of 80+ individuals in post-sale operations, facilitating teacher and user support
- Established processes to ensure efficient workflow throughout the organization.
- Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Scheduled interviews for potential candidates and conducted reference checks prior to hire.
- Coached, mentored and trained team members in order to improve their job performance.
- Created monthly reports for senior management summarizing operational performance metrics.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Conducted performance reviews for team members.
- Enforced customer service standards and resolved customer problems to uphold quality service.
Content Manager
Unacademy - Sorting Hat Technologies Pvt. Ltd.
2019.07 - 2020.02
- Collaborated with educators to create high-quality content, enhancing the overall learning experience for customers.
- Analyzed user engagement metrics to identify areas for content improvement and customer satisfaction.
- Supported the development of structured content, playbooks, and demos for a seamless user experience.
- Revenue generation.
Inside Sales Manager
Intellipaat Software Solutions Pvt. Ltd.
2017.04 - 2018.11
- Managed B2C accounts, focusing on customer needs and long-term success.
- Implemented strategies for maintaining strong relationships with existing customers through regular communications.
- Conducted market research and competitor analysis to better understand and address customer needs.
- Achieved top performance in up-selling and cross-selling by aligning product offerings with customer goals.
Business Development Executive
Span Outsourcing Pvt. Ltd.
2015.08 - 2016.10
- Utilized data-driven approaches for prospecting and lead generation, contributing to customer acquisition
- Negotiated contracts with clients for new business development initiatives.
- Maintained a database of contacts from prospective clients for future follow-ups.
Subject Matter Expert
Pole to Win India
2014.01 - 2015.01
- Resolved escalated customer issues in a timely manner while maintaining positive relationships.
- Mentored junior staff members on best practices related to product design and implementation strategies.
- Investigated customer complaints in order to determine root cause then implemented corrective action plans accordingly.
Operations Officer
Aqua Rain Water Harvesting
2011.01 - 2014.01
- Coordinated with vendors for procurement of materials and supplies needed for daily operations.
- Maintained relationships with key stakeholders including customers, suppliers, partners.
Advisor
[24]7
2009.01 - 2010.01
- Managed customer inquiries and issues through live chat support.
- Provided technical assistance and troubleshooting for customers via chat.
- Assisted customers with product recommendations and order processing in a chat environment.
- Updated customer profiles and records accurately during chat interactions.
Process Coordinator
Medisol Services
2008.01 - 2009.01
- 1 year of experience as a Process Coordinator in data analysis and reporting.
Education
MBA - Operations, Leadership & Strategy
Liverpool Business School
01.2024
Advanced General Management Program - Operations Management & Leadership
IMT Ghaziabad
Ghaziabad2023-06
B.COM -
Dr. C V Raman University
01.2013
Skills
- Process Improvement & automation
- Project Management
- Cross-functional team leadership
- Data-driven decision-making
- Data Analysis Tools
- Influencing and negotiating
- Revenue generation - B2B & B2C
- Operations Management
- Customer Success
- Documentation And Reporting
Awards & Others
- Certification in Sales Methodologies - Kaleidoscope
- Continuous learning in Customer Success best practices and methodologies
Languages
English
First Language
Hindi
Proficient (C2)
C2
Kannada
Proficient (C2)
C2
Telugu
Upper Intermediate (B2)
B2
Tamil
Elementary (A2)
A2
Timeline
Sr. Manager, Customer Success
Digital Succession Solutions Pvt. Ltd.
2022.06 - Current
Manager, Post Sales Operations
Vedantu Innovations Pvt. Ltd.
2020.03 - 2022.05
Content Manager
Unacademy - Sorting Hat Technologies Pvt. Ltd.
2019.07 - 2020.02
Inside Sales Manager
Intellipaat Software Solutions Pvt. Ltd.
2017.04 - 2018.11
Business Development Executive
Span Outsourcing Pvt. Ltd.
2015.08 - 2016.10
Subject Matter Expert
Pole to Win India
2014.01 - 2015.01
Operations Officer
Aqua Rain Water Harvesting
2011.01 - 2014.01
Advisor
[24]7
2009.01 - 2010.01
Process Coordinator
Medisol Services
2008.01 - 2009.01
MBA - Operations, Leadership & Strategy
Liverpool Business School
Advanced General Management Program - Operations Management & Leadership
IMT Ghaziabad
B.COM -
Dr. C V Raman University
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