Deepak Chawla Email & Phone Number

Bengaluru, Karnataka, India

Working towards doubling Customer Lifetime Value (CLTV) of Furlenco customers from INR 25K to INR 50K+ through subscriber monetization, increasing upsell contribution and reducing churn rate.Implemented CRM solutions to improve customer segmentation, targeting, and personalization, achieving renewal rates exceeding 93%.Achieved a 100% increase in monthly sales within 6 months by implementing targeted growth marketing campaigns focused on capturing market share from competitors and doubling the conversion rate.Reduced Customer Acquisition Cost (CAC) by 50% through enhanced traffic quality, funnel optimization, strategic channel distribution, and improved Product-Market Fit (PMF).Developed and oversaw the implementation of the 'Furlenco First' loyalty program catering to a customer base of 150K.Developed and launched two sub-brands under Furlenco, growing them from inception to an ARR of INR 100CR. Led marketing campaigns, go-to-market (GTM) strategies, user testing, and retention initiatives.Enhancement in Net Promoter Score (NPS), transitioning from -5 to +35 and CSAT >80% by meticulously mapping the customer journey across touchpoints, identifying and mitigating friction points.Successfully managed a customer success team of over 100 agents, consistently achieving key performance indicators including Customer Satisfaction (CSAT) scores exceeding 80%, response times under 4 hours, and resolution times under 48 hoursOversaw and managed a monthly Revenue collection of INR 15CR and Asset Recovery exceeding INR 5CR by spearheading the development of robust revenue collection and recovery processes, leveraging both internal and external teamsLed a team of 100+ across CRM, Growth Marketing, and Customer Success divisions, overseeing an annual budget of INR 50crAchieved a 50% reduction in Customer Success costs by implementing AI Chat Bot, enhancing agent productivity, and streamlining tools utilizationConsistently maintained Gross NPA below 2% of revenue MoM

Bangalore Area, India

Preparing credit appraisal notes of small, medium and emerging corporate clients of Southern India Limits assessment for working capital, forex limits and term loan funding including LRD, project finance Carry out internal rating of the company using CRISIL Risk Assessment Model (RAM) Presenting credit notes to sanctioning authorities and preparation of term sheet on approval Managing client relationships by handling adhoc requirements, renewals and enhancements Credit Monitoring of allocated portfolio which includes handling RBI queries, stock audits and factory visits Extensively covered sectors-real estate, hotels, education, textiles, traders, automotive etc.

Bengaluru Area, India

• Conducting credit appraisal of small, medium and large corporate clients of Southern India• Conducting rating committee discussion and assigning credit rating• Preparing rationales and highlighting industry, business, finance, project, management risk analysis• Build financial model for projected performance• Assessment of limits, scrutinize transaction structure and term sheet to evaluate structure risk• Conducting site/ project visits and client visits along with business teams• Anslysed more than 50 companies notable among them being Hyundai, Manipal, Damiler, Madras Cements• Extensively covered sectors- automotive, construction, media, cement, IT, hotels, education etc.• Conducting renewals and assets quality reviews of existing portfolio• Preparing portfolio wide analysis for event, policy and trend impact assessment• Quarterly performance tracking of listed companies in portfolio

Capital Calculation for Credit Risk of the bank using Standardized approach of Basel-IICarrying out ICAAP(Internal Capital Adequacy Assessment Process) under Pillar-2 of Basel-II which involves Liquidity Risk, Settlement Risk, Residual Risk, Credit Concentration RiskSubmitting Parallel Run Report to RBI which calculates capital requirement difference for Basel-I and Basel-IIFormulated and Implemented the model to carry out Loan Review Mechanism which covers 70-80% of total Rs.100000 crore loan (Fresh / Renewal) sanctioned during the yearIndustry Risk Assessment and Portfolio analysis for industries in which bank has significant exposureStress Testing on credit risk to analyze the impact of rating downgrade, increase in probability of default and deterioration in asset quality on capital to risk weighted asset ratio (CRAR) and profitabilityCustomisation of Retail Scoring Model as per Bank's requirements which covers 20000 accounts of the bank

Business Process Reengineering in Electronic Payment PlatformConducted Market Research with more than 300 internet banking users across banks to know their Satisfaction and Expectation level from Internet BankingCompetitor analysis which addressed Point of Parity and Point of Difference in ABN AMRO's retail and corporate Internet Banking vis-à-vis other 5 banksSuggested new features and changes in ABN AMRO's Internet Banking; Research on Micro-Breweries in IndiaConducting a feasibility study on micro-breweries and Estimating the market potential of Brew-Pubs in IndiaPerforming the competitor analysis of Micro-Breweries equipment manufacturers worldwide

Design, development of GUI and integration of call & SMS based mobile applications on QUALCOM platformEnd to end responsibility to deliver the user acceptance test(UAT) binary to TATA Indicom and RCOMNegotiated with customer and coordinated with third party client to resolve operational issues, generating better business processes and identifying new business requirementsLead a team of 20 members for successful execution of a project implemented for Morocco market

Post Graduation Diploma In Management, Finance

Key Coursework and Areas of Interest: Business Valuation, Financial Statement Analysis, Equity Research, Corporate Finance, Project.

B.E., Information Technology

Did project on `Implementation of eBook features using open source digital library software: A case study with Green Stone Digital Library.

Ssc, Mathematics

Physics Chemistry Mathematics