Deepa Balwally Email & Phone Number

Bengaluru, Karnataka, India

Bengaluru, Karnataka, India

Bengaluru Area, India

Responsible for delivering quality content and executing lesson plans effectively to 100+ grade fourth students in offline as well as online mode.Creating effective assessments and review schedules.Conducting timely reviews and assessments and providing suitable updates on the students' progress to their guardians.Completing all administrative tasks as required; procure appropriate resources for the classrooms.Coordinate with other team members to plan, conduct and participate in curriculum workshops.Functioned as a class teacher in the academic year 2020 – 2021.

Bengaluru Area, India

Within my present experience as Entrepreneur, I focus on cultivating a continuous culture of learning along with strengthening the Mathematical foundation of K-8 students and driving marketing through digital and print media.My daily activities comprise of setting up challenging learning outcomes as per the Math syllabus for students of all backgrounds, ensuring the smooth execution of the program, facilitating learning as per the set standards, attending trainings as necessary, coordinating and collaborating with different stakeholders, and ensuring appropriate training models are in place that aligns with the centre’s vision and mission. My aim is to make the program engrossing and engaging and create a wholesome learning environment for the students.

Bengaluru Area, India

In my role as the Lead - Customer Success Engineering, I provided world-class customer service throughout the entire lifecycle of customer adoption. I engaged with customers, often in a technical leadership role of continuous improvement of IT processes to ensure customer retention and drive customer value realization. Furthermore, I maintained operational excellence and facilitating several process changes. ★ Successfully led the team in the transition of about 35 live implementations★ Set metrics to measure Customer Satisfaction (CSAT) and evoked 93% CSAT score★ Decreased the case count (from 100 to 35) within 2 months and successfully transitioned 15 projects into Support★ Piloted a handover process between Professional Services and Support to understand customer implementations I took ownership of issues/complaints, produced detailed technical documentation, and undertook measures to resolve requests, complaints, and queries within Service Level Agreement in close coordination with the stakeholders, including details of the customer’s environment and any customizations and to effect a quick turnaround.

Pune Area, India

At Teach for India, I was accountable for designing, development and delivery of a range of teaching programs and undertaking student assessment activities, developing innovative and appropriate teaching techniques, curriculum review and contributing to learning and teaching strategy. In addition to developing students’ character, I also focused on guiding the students in the matters of punctuality and academic problems. Meanwhile, in 2014-2015, I contributed to the academic development of grade 2 students in a local municipal school, wherein I taught SSC curriculum, developed curriculum, and improved their reading and comprehension skills through various learning and e-Learning tools. I taught as per SSC curriculum to grade 4 students in 2013–2014. Selected highlights of this role include:★ Raised funds (over INR 1L) for the classroom and obtained funding for a library★ Achieved a growth of 1.2 grades in English Comprehension and over 30% in Mathematics★ Coached selected students of grade 4 subjects for State Scholarship Examination★ Motivated teamwork through a “Buddy System” to build reading skills and vocabulary

Bengaluru Area, India

During my stay at IBM, I oversaw individual customer accounts, managed customer escalations, participated in Severity 1 (production-down & impacting) calls, and served as Subject Matter Expert for 100+ cases and single-handedly 154 cases. I also held credit for resolving 74 reported issues during the implementation phase itself.Highlights of this role include:★ Guaranteed smooth customer experience through 24x7 availability via follow-the-sun methodology★ Contributed to the successful go-live of the first customer on Sterling Total Payments through value-driven support ★ Oversaw transition and clean-up of a legacy knowledge base to the Inquira Knowledge Management system ★ Monitored Performance, Database, System, Install, Setup, Deployment, and Messaging (JMS) incidents reported on the Sterling Selling and Fulfilment suite of products ★ Influenced to reduce the backlog of old cases/issues and shrank the case backlog by 2% within 3 months

Bengaluru Area, India

In the capacity of Technical Support Leader, I gained success in bringing a remarkable change in minimizing escalations and resolving over 30% cases in coordination with the Remote Support Team. I ensured a fair rating to the individuals by participating in a Team-Based Decision-Making and scripted new articles and existing content in order to widen the knowledge base of the team associating them with 56% of the closed cases in a year.

Bengaluru Area, India

As a Senior Member Technical Staff, I was engaged in resolving high priority cases and escalated defects in the Oracle Collaboration Suite (OCS) components. I gathered information with respect to the reported defects by collaborating with various Support Groups and Customer Facing Teams. I also worked with Development Teams (in USA and India) to resolve bugs as well as provide minor enhancements.