Deepak Bangera Email & Phone Number

India

Mumbai, Maharashtra, India

 Responsible for managing overall operations for the delivery of the operational metrics & sales targets. Managing the customer facing unit for brand Shaadi.com Onboarding and facilitating training for new hires and existing team members through Classroom training and OJT Analyzing support workflows and planning projects to improve efficiency and effectiveness. Developing and constantly maintaining SOPs for common situations Ensuring the Customer experience is constantly improving at all levels Evaluating Individual performance reviews and overall team effectiveness with upper management Reducing Contact center volumes and improve effective utilization of resources Constantly improving benchmark for Customer Satisfaction  Driving and improving First Call Resolutions as a core metric Responsible for overall domain performance such as Voice, Email, Chat, Social Media and Grievances Responsible for the development of the operational talent pool by optimizing the skills of the existing team, in partnership with our internal recruitment teams to attract the very best external talent, in line with the agreed framework To have a well-defined Communication and Engagement model in place to ensure all teams understand the performance of the business and also that they understand the needs of their teams Setting and reviewing Quality performance standards Responsible for Business Continuity Ability to manage and influence key stakeholders Worked on various CRM tools – Zendesk, Freshdesk, CRMNext & Jira

Thane, Maharashtra, India

Operations Management: Managing customer service for Life Insurance process along with back office.  Effectively manage vendor site of 50+ FTE’s and 3 Team Leaders. Ensuring SLAs are met by the vendor. Identifying NVA’s and streamlining the process. Understanding customer behavior and possible triggers for complaints/escalations. Focused on enhancing customer experience and reduction of repeat contacts. Meeting Daily target of Emails/Chat/Calls. Coordinating with different departments (POS, New Business, ZPU etc. for resolving customer’s concerns). Managing Outbound calling for call back requests received via IVR. Monitor and enhance performance of the teams in areas of customer satisfaction, timeliness of service(TAT), productivity, efficiency, product expertise to ultimately achieve the goal of Quality Services.  Identify the process gaps and coordinate with the process team to close loop of customer Issues. Handle customer grievances and resolving issues. Plan for upcoming organizational needs and implement strategies in a proactive manner. Periodically updating of SOPs and training material. Identifying training needs and implementation of training programs. Drive Quality, VOC for web chat, emails and calls. Forecasting call volumes basis past history. Performing Root Cause Analysis.  Developing processes and procedures to drive customer retention. Promoting self-service option on all touch points for customer ease. Hiring, training/developing, motivating, coaching, evaluating and retaining qualified staff.

Mumbai Area, India

• Setting up the operations along with Marketing Team• Ensuring all calls are answered effectively• Effectively managing shift operations• Lead Management – Ensuring all the leads are captured and followed up to closure• Outbound Calls – Ensuring all calls assigned are followed up and taken to closure• Verifying and scrutinizing the Profiles assigned

Mumbai Area, India

Sr. Team Leader – Customer Service/Operations (Apr’ 17 – Jul’18): Escalation Desk – Stake holder Handling a team of 18 - 20 agents Improving and Maintaining Quality performance Responsible for teams performance on operational Metrics Taking care of CSAT, AHT, Shrinkage, Quality scores, SLA, Attrition management etc. Handling Escalation calls of Customers Track Customer Satisfaction & ensure closure of complaints Strong Rapport building skills with Team & Stakeholders Evolve more effective work process for improving customer interactions  Identify relevant training needs of agents & ensure effective implementation.  Interface with IT/HR/ Training/Quality in order to improve teams Performance Preparation of Reports and presentationsTeam Coach (Oct’13- Sept’15)/ Team Leader (Oct’15 – Mar’17): Handling staffing and manpower Preparing Roster every start the of the month Driving team scores Quality Evaluation checks Submitting reports to the manager On floor assistance (Subject Matter Expert) Identifying technical glitches and interacting with Product team for closureCustomer Relations Officer (Nov’09 – Sept’11)/Sr.Customer Relations Officer (Oct’11– Sept’13): Interact with customers through Inbound, outbound, e-mail and online chat Calling out customer and helping them complete their profile  Making a sales pitch for Premium / Select memberships Help in resolving customer queries Calling up members and explaining the benefits of Shaadi.com product and services