Deepali Jain Email & Phone Number

New Delhi, Dl, In

Gurugram, Haryana, India

Vasutti, meaning Enrichment in Sanskrit, is a boutique consultancy of experts with rich, diverse, and cumulative leadership experience of 240 years in the Service Sector.We partner with & Guide our Clients to re-imagine their Service strategy, differentiate their offerings, deliver Operational Excellence & thereby enhance their Growth and ProfitabilityUsing Customer in-sighting and data, we enable Change Management, Business Transformation, and Digitization.Our Vision: Partnering with Customers to bring in Growth, Profitability & Turnaround their Business through Operational ExcellenceOur Values: Integrity| Innovation| Collaboration| Simplicity| DigitalVasutti’s 7 Step approach harnesses and continuously pushes boundaries of today’s processes & business models and synthesizes a blend of People, Process & Technology to help Clients rewire their Organizations with a new, more connected approach and create hyper relevant Customer Experiences, heightens collaboration among both internal groups and external partners to drive successful and sustainable growth.

Gurugram, Haryana, India

Leadership and Strategyo Conceptualize and Lead the Centre of Excellence (Across multiple locations) which offloads Back Office activities of various ITIL processes from the CSMs to enable them to focus on Value added activities for the customer and drive continual service improvement. o Lead the Global Success Management Practice to drive and improve the Customer Success Management Process, Procedures and Tool to achieve our business objectives. Guide the Customer Success Managers to implement the best practices and be their trusted advisor.Transformation and Performance Managemento Offloaded 300+ customers into the Centre of Excellence in a span of less than 2 years with extremely positive feedback from the Customer Success Managers reducing 40% workload and optimizing it further by 25%. o Customer Onboarding – Strategize and revamp the onboarding process to ensure a seamless and efficient experience for new customers leveraging automation. o Promote and manage best practices across the Customer Journey Lifecycle stages for all Customer Success Managers including Operationalize Customer Success, Onboarding, Adoption, Renewal, Expansion, Advocacy and finally being a Strategic Advisor.o Lead Operational Performance Committees with our vendors to improve the performance from our Partners impacting our top critical customers. (Supplier Management)o Transform and revamp our Service Offerings to improve customer satisfaction and increase Revenue. o Cost efficiencies brought in across all GEOs with a thorough review of the processes and automating (RPA) repeatable processes. Duplication efforts across vendors nullified saving 2M$ for the organization driving strong ROI.

• Identify and promote opportunities to achieve continuous improvement in operational and process performance. Practice Lead for ITIL Service Management Best Practices. • Lead Quote to Cash Black Belt project in the SITA EVOLVE (Transformation) Program.• Improved customer experience by employing a proactive approach to understand the Voice of the Customer, leveraging feedback to drive continuous improvement initiatives and deliver personalized solutions, resulting in customer satisfaction and loyalty.

Gurgaon, India

• Successfully transitioned business processes to operations from the customer in compliance with the Service Readiness Process for all new services introduced via the business project lifecycle for the projects in India, UK, Qatar, Colombia, Tanzania, Costa Rica projects.• Successfully lead implementation of business process transformation projects for multiple geographies for projects in UK, Venezuela, Bangalore, Indonesia, etc . Formulating effective & credible mechanism to continually enhance, measure, track and report overall performance of engagements. Translate customer requirements into process metrics by integrating process and tools. Also, introduced the SIAM concept into the organization starting for the project in Ireland.• Formulating MS Strategy along with the Sales team to bid in projects and creating cost effective solution. Lead detailed process solution designs of client outsourcing solutions in various countries like Germany, UK, Spain, Mexico, Panama, Ireland, Indonesia, etc. Successfully won projects in UK, Mexico, Panama and Spain. • Successfully improved customer relationships with Huawei in multiple countries including Mexico, Panama, Spain, Singapore, Germany, Colombia, Costa Rica, etc.• Successfully established a robust quality assurance utility & culture that focuses operations management on improving service quality, minimizing errors and poor processing, providing structured training and feedback on an ongoing basis, cross training, individual agent performance and working with the Management teams to eliminate non value activities and improving input quality. Introduce ISO 20000 best practices and implementation within the organization.• Consulting projects led for ISO 20000, ISO 27001, ITIL implementation in India, Mexico, Panama and Singapore.

Lead ISO 20K, ITIL, Six Sigma and LEAN initiatives for functions globally and the Asia Pacific Region.Certifications - ITIL Expert, ITIL Service Manager (Red Badge Holder), ISO/IEC 20000 Consultant, ISO 27001:2005 ISMS Lead Auditor, ISO 9001:2008 Lead Auditor, COBIT 4.1 Foundation & Six Sigma Black Belt • Implement ITIL best practices that focuses on people, process, and technology, and information perspectives of providing business solutions within the IT infrastructure. This includes all aspects of ITSM best practices and methods from analysis, planning, implementation, and support. I am a certified ITIL Expert which is the highest available qualification till now. • ISO/IEC 20000, ISO 27001 & ISO 9001 Consultant – Key consultant to help prepare the company to achieve these certifications. Sucessfully led the project to achieve the certification in 2008 and 2009 for two largest Orange Business Services entity consecutively. • Provide guidance on overall improvement strategies andappropriate reporting on selected projects (ISO 20K, ITIL, LEAN, Six Sigma) through the project tracking system and management/project reviews. • Assist in the identification of Projects from different operating units, assess impact on systems, tools, interfaces, business interlocks and processes, procedures and working instructions and define project focused on the business priorities clearly stating the benefits• Train key project team members on ISO 20K, ITIL and LEAN.

• Managed a large team of highly skilled technical team to deliver outstanding customer experience through voice support for Dell. • Customer Experience Champion representing EXL in all customer experience summits and reviews. Successfully improved customer satisfaction from approx. 80% to >90%.

• Led operations of multiple accounts along with transition of key accounts from US to India.• Lead and successfully enhance performance of a key account along with Transition and Transformation. Conduct COPC audits along with Cliff Moore to identify gaps and improve operational efficiencies.

B.Com (Hons), Commerce

Pgditm-Ec, E-Commerce

Iso/Iec 20000 Consultant, Iso/Iec 20000

Activities and Societies: ISO/IEC 20000 Consultant

Itil Service Manager, Itil

Activities and Societies: ITIL Service Support and ITIL Service Delivery V2

Six Sigma Black Belt, Six Sigma

Activities and Societies: Six Sigma Black Belt

Education record