Deepak Panwar Email & Phone Number

Gurugram, Hr, In

Gurugram, Haryana, India

• Handling and responding to queries and complaints of delivery executives for Delhi region with a team of 25 members• Ensuring that all the queries are responded and solved within a set TAT as well as analyzing the data to improve the delivery executives’ satisfaction• Implementing new strategic initiatives and ideas for effectively scaling up the operations in the region• Improving the systems, processes and policies to betterment the operations, reporting, information flow and relevant business metrics

Gurugram, Haryana, India

• Team Management: Handle a team of 25 members looking after booking operations of 8 cities and looking after their training, quality and daily operations ensuring maximum service deliveries with wow experience.• Process Improvement: Regular follow up with tech, product and business development team for changes on a regular basis based on feedback from vendors, customers, and operations team and get the changes implemented in the product.• Data Analysis: Analyze the trends through data and prepare reports for supply gaps, team performance, delivery, cancellations and be report and update the top management for the changes and task for next week.• Vendor Management: Training of the vendors and regular follow ups to ensure maximum deliveries and minimize cancellations ensuring provider engagement and maintaining the quality by penalizing bad performers.

Gurgaon, India

• Team Handling of 17 Operational Specialist in 8 cities for 6 different categories.• Preparing Daily Agent Performance Report for identifying the Top & Bottom performer & Organising R&R & Training Programs based on it.• Ensuring SLA’s are met so that Timely Response, Arrival & Delivery are maximised.• Regular PSB, Training, Monitoring, Coaching & Feedback's to the team members for their Organisational & Individual growth.• Taking care of All Booking Escalation sent in by Escalation Team, Ensuring all revisits are entertained• End-to-end Ownership.• Understanding the categories in depth and working with the marketing team to generate demand in those categories.• Ensuring Professionals in delivering best customer experience.• Analyse according to demand how much supply we need in specific location of the category.• Impart necessary training to on-board service professionals.• Analyse BCE, Delivery percentage, Demand and supply.

Gurgaon, India

KRA’S:• Single handedly managed the entire customer service operations of 1mgAyush by liaising with the Vendor and Logistic Teams.• Expertise in handling RTO and DTO cases through extensive complaint investigation and root cause analysis.• Coordinated with the Finance Team in processing online refund/NEFT refunds.• Resolving high-ageing and escalated tickets by coordinating with the Order Fulfillment and Logistics Team.• Handling every complaint & request keeping quality & service as a priority• Driving resolution to critical issues in fulfilling medicinal orders• Identifying client needs and going an extra mile to get delivery completed• Experienced in cross-functional coordination and escalation management with strong customer interaction skills• Supported the quality function and audited calls of agents in order to improve the overall process quality• Supervising a team of 9 members and sharing best practices and helping & assisting in daily production.

Gurgaon, India

Tradus.com (GoIBIBO Group): Executive Content Writer (Feb, 2014 - Aug, 2014)Responsibilities: • Function as a Lead to maintain data of catalogue.• Develop content in variety of formats & styles.• Create & post timely content on organisation's website.• Change to new content requirements.• Co-ordinate with Category Manager, strategic communication to create content & style guidelines.• Co-ordinate with vendors, to maintain appropriate information about the product.• Quality re-check of every product uploaded on website.

Gurgaon, India

Responsibilities: • Solution for customer’s all kind of queries over the call.• Handling every complaint & request keeping quality & service as a priority.

Master Of Business Administration - Mba, Operations

Bachelor Of Arts - Ba, B.A (Programme)

Education record