Deepti Lad

• Daily Operations Oversight: Managing end-to-end daily operations, ensuring smooth patient funnel conversion while maintaining operational metrics within defined SLAs.
• Stakeholder Management: Collaborating with cross-functional teams to align operations with company strategy and drive efficiency.
• Data-Driven Decision Making: Leveraging data analytics to provide visibility to stakeholders, identify process gaps, and drive continuous improvements.

• Strong product and process knowledge:
• Gained in-depth understanding of company products, features, workflows, procedures, and overall operations. Assisted various teams in comprehending these aspects.
• Created comprehensive documentation using Word and Confluence (JIRA) to support teams at different levels.
• Conducted customer insights research and competitor analysis to enhance processes and drive improvements.
• Team Management:
• Led a team of 70+ professionals, including trainers, quality leads, TLs, and SMEs.
• Ensured agents met individual KPIs through regular meetings, coaching, and performance tracking.
• Managed absenteeism and attrition while driving engagement and retention strategies.
• Set and monitored productivity and sales targets for agents, TLs, and SMEs.
• Conducted structured daily, weekly, and monthly reviews to optimize performance.
• Designed and implemented monetary and non-monetary incentive plans to boost motivation and sales.
• Training and Quality Assurance:
• Designed and delivered clear, comprehensive training materials, including documents and presentations.
• Established quality assurance processes to help agents meet targets, enhance performance, and improve customer experience.
• Monitored calls and recordings to refine agent communication skills and ensure target achievement.
• Built and led a training team to conduct process, product, and refresher training for all levels.
• Developed Product Knowledge Tests (PKTs) to assess and strengthen understanding of processes and products.
• Created and optimized sales scripts to align with process needs, driving higher productivity and conversions.
• Strategic Sales Initiatives:
• Developed targeted outreach strategies to achieve individual, team, and process goals.
• Implemented cross-selling and upselling techniques to maximize revenue opportunities.
• Focused on customer retention through proactive engagement and personalized solutions.
• Launched referral programs to drive organic growth and customer advocacy.
• Collected and analyzed customer feedback to refine sales approaches and enhance satisfaction.
• Optimized outbound and inbound call strategies for improved efficiency and conversions.
• Leveraged CRM systems for data-driven sales management and performance tracking.
• Utilized funnel monitoring tools to identify bottlenecks and improve sales processes.
• Integrated IVR and marketing tools like Exotel, Whats app and CleverTap to target the right users and enhance funnel performance.
• Revenue and Cost optimization:
• Maintained a low Customer Acquisition Cost (CAC) through targeted strategies and efficient resource allocation.
• Increased revenue via sales, cross-selling, and upselling techniques.
• Leveraged data and user demographics to attract the right audience and optimize conversion funnels.
• Enhanced call scripts to ensure agents guide customers through the end-to-end sales process effectively.
• A/B tested various scripts and pitches to maximize engagement and product purchases.
• Streamlined and automated repetitive tasks such as data assignment and report generation for efficiency.
• Negotiated vendor contracts (e.g., Truecaller, contact center agencies) to secure the best pricing.
• Outsourced tasks and calling teams to reduce operational costs and optimize management time.
• Consistently Surpassed Sales Targets: Exceeded monthly sales goals by 10-15% through strategic planning and execution.
• Significant Loan Disbursal: Led the successful disbursal of ₹800+ crores in loans over 5.6 years, demonstrating strong financial acumen and leadership.
• Created compelling content:
• Created content for SMS, WhatsApp, and email marketing campaigns to drive engagement and conversions.
• Spearheaded the STEP-UP program:
• A globally recognized initiative within the organization, contributing to innovation and growth.
• Partner and Channel funnel monitoring:
• Optimized Partner & Channel Performance: Identified bottlenecks in partner and channel operations, providing actionable resolutions to streamline processes.
• Enhanced Channel Efficiency: Played a key role in improving channel performance by closely tracking and monitoring team activities.
• Tech Integration & Digital Enhancement: Led technology integrations with partners to enhance digital services, improving user experience and conversion rates.
• Market Expansion & Business Growth: Identified new market segments and drove effective partner onboarding strategies, contributing to overall business growth.

• NPS Enhancement: Spearheaded customer satisfaction initiatives, resulting in a 70% Net Promoter Score, reflecting exceptional customer loyalty and positive feedback.
• SLA Management: Maintained an SLA compliance rate of over 85% for post-sales query resolution, ensuring timely and efficient service delivery.
• Social Media Engagement: Collaborated with marketing and customer engagement teams to enhance social media ratings on platforms such as Facebook and Google through proactive customer service and community engagement strategies.
• Revenue Growth: Leveraged cross-selling opportunities to existing and new customer bases, contributing to a 5-6% revenue increase through strategic sales interventions.
• Process Improvement: Implemented feedback-driven process improvements that enhanced service quality and operational efficiency.

Business Development Specialist

• Strategic Partnerships: Identified and secured key collaborations within India to launch new products and expand market reach.
• Exhibition Coordination: Successfully organized and executed high-profile exhibitions, ensuring alignment with revenue targets and enhancing brand visibility.
• Recruitment & Talent Management: Led recruitment efforts by hiring and onboarding skilled field agents and internal staff to support business growth.
• Client Relationship Management: Provided tailored onboarding and ongoing services to HNI clients, ensuring exceptional satisfaction and long-term retention.
• Market Analysis: Conducted in-depth market research to identify emerging trends, assess competitive landscapes, and recommend strategic initiatives.
• Revenue Growth: Developed and implemented growth strategies that consistently met or exceeded business objectives.

Business Development and Onboarding Specialist

• Managed and revitalized closed accounts for over 100 customers, achieving a 207% profit increase within the first 6 months by implementing tailored business strategies.
• Consulted clients on email marketing strategies, focusing on improving inbox delivery rates and overall campaign performance.
• Developed and executed personalized email marketing campaigns that increased engagement and conversions.
• Established long-term relationships with high-profile clients such as ABP Live, Pepperfry, Faballey, Mobiquest, Exchange4Media, Astroyogi, Shopuli, Asit C Metha, and over 150 small-scale brands across PAN India.
• Delivered actionable insights and recommendations by analyzing campaign data to enhance future marketing efforts.
• Collaborated with internal teams to identify opportunities for growth and improve client onboarding experiences.

• Passenger Check- in and Departures Served as Jet Privilege Club Premiere Staff (Special Ground handling) for VIP's, VVIP's, Jet Privilege Guests, Bollywood Stars etc.)
• Served as Jet Privilege Club Premiere Staff (Special Ground handling) for VIP's, VVIP's, Jet Privilege Guests, Bollywood Stars etc.)
• Won awards for highest upsells on the check-in counters and achieved additional revenue for the company
• Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
• Provided positive customer experiences and enhanced brand reputation through attentive, helpful service.