Summary
Overview
Work History
Education
Skills
Affiliations
KEY ACHIEVEMENTS
Timeline
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Deep Jyoti Das

Deep Jyoti Das

Bengaluru

Summary

Strategic and impact-driven Customer Experience & Operations Leader with 8.5+ years of success across Fortune 100 and high-growth startups. Proven expertise in leading high-performing teams, redesigning processes, and driving customer-first transformation across omnichannel environments. Skilled in stakeholder alignment, SLA governance, escalation handling, and high-stakes service delivery. Known for converting insights into execution, building talent, and scaling operations with measurable outcomes.

Overview

9
9
years of professional experience

Work History

Customer Experience & Support Operations Manager

American Express
Bengaluru
04.2018 - Current
  • Led a team of 14-20 across voice, email, and chat, achieving 92% CSAT consistently.
  • Implemented SOPs and dashboards for real-time SLA monitoring and quality governance.
  • Conducted gap analysis and developed analytics-driven coaching frameworks to enhance KPIs.
  • Resolved high-impact escalations through coordination with COCM, Quality, and Compliance teams.
  • Proposed insurance servicing redesign via Hackathon, adopted organization-wide.
  • Served on Standing Committee for CX Excellence, advocating for VOC-led transformation.
  • Received Tribute Award (2023), Leader of the Pack – All Quarters (2024), VG Premier League Champion Leader (2023).

Head of the Department NRI

No Broker Technologies
Bengaluru
01.2017 - 03.2018
  • Delivered over 23,000 tailored customer interactions, achieving customer success and ranking as star performer within fleet of 200+ colleagues in three months.
  • Built and led NRI vertical, overseeing end-to-end sales, post-sales, and customer experience.
  • Achieved 40% international sales growth through implementation of customer-first conversion strategies.
  • Managed 20-member international team dedicated to delivery, retention, and personalized customer experience.
  • Designed compliance-aligned CRM pipelines to optimize lead management and enhance service quality.
  • Translated NRI insights into cross-functional improvements for services and products.
  • Recognized with awards: Rising Star (2017), Quarterly Overall Top Performer (2017), Employee of the Year (2017).

Education

Master of Arts - English Literature

Madurai Kamaraj University
01-2016

Bachelor of Arts - Engish Literature

North Eastern Hill University
01-2014

Diploma in Computer Software Applications -

National Institute of Computer And Management
01-2009

Skills

  • Customer experience strategy
  • Escalation management
  • Operational governance
  • SLA optimization
  • Team leadership
  • Stakeholder collaboration
  • NPS and CSAT improvement
  • SOP design and CRM optimization
  • Voice of customer
  • Retention strategy
  • Omnichannel operations

Affiliations

Volunteer – National Blood Donation Awareness Campaign, Shillong| 2012 – 2014

  • Led community awareness drives under the National Blood Donation Scheme, focusing on voluntary blood donation
  • Collaborated with healthcare professionals to drive donor engagement and participation
  • Conducted workshops and street campaigns to debunk myths and promote a safe, informed donation culture
  • Recognized for proactive community outreach and social impact during college years

State Star Holder – 2011 ( Assam ) / Anondaram Baruah Award 2009 ( Assam )

KEY ACHIEVEMENTS

  • Reduced TAT from 48 to 30 hours by streamlining escalation workflows
  • Achieved consistent G1 ratings (2023–2025) for SLA, quality, and team performance.
  • Introduced analytics-led coaching, improving team SAT by 18% YoY.
  • Built and scaled a 20-member NRI vertical at NoBroker, driving 40% year-over-year sales growth
  • Designed CRM workflows and SOPs, reducing escalations by 12% and onboarding time by 20%
  • Won 6+ awards, including Leader of the Pack (2024) and VG Premier League Champion (2023)

Timeline

Customer Experience & Support Operations Manager

American Express
04.2018 - Current

Head of the Department NRI

No Broker Technologies
01.2017 - 03.2018

Master of Arts - English Literature

Madurai Kamaraj University

Bachelor of Arts - Engish Literature

North Eastern Hill University

Diploma in Computer Software Applications -

National Institute of Computer And Management

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Deep Jyoti Das