DEEPAK MEHTA
New Delhi,India
Summary
Results-driven customer success and service delivery professional with a proven track record of enhancing customer satisfaction and optimizing service processes. Recognized for collaboration effectiveness, adaptability to changing needs, and consistent delivery of measurable results. Excels in building strong client relationships, improving service delivery, and leading cross-functional teams to success. Focuses on continuous improvement and is a dependable and dedicated professional committed to driving customer success.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Service Delivery Manager
TalentBurst Inc.
01.2022 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
Team Leader
Biz2Credit Info Services Private
07.2019 - 12.2021
- Mentored new hires, providing guidance to ensure their successful integration into the team.
- Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Enhanced customer satisfaction by promptly resolving issues and addressing concerns.
- Implemented quality assurance measures to maintain consistency in customer interactions and service delivery.
- Coordinated cross-functional teams to deliver exceptional customer service in a fast-paced environment.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Achieved high levels of customer satisfaction with timely problem resolution and effective communication.
- Streamlined team processes for increased efficiency and productivity.
- Conducted regular staff meetings to discuss customer service issues and potential solutions.
Team Leader - CRM Operations
Upadpro
11.2017 - 07.2019
- Created a positive work environment by fostering open communication and encouraging teamwork.
- Conducted regular reviews of team performance metrics, identifying areas requiring improvement or development opportunities.
- Developed a high-performing team through targeted recruitment, training, and performance management.
- Championed a customer-centric approach within the team, driving continuous improvement efforts in service delivery.
- Liaised with upper management regularly regarding progress updates on key projects as well as any challenges encountered.
- Mentored junior staff members to support their professional growth and strengthen the skills within the team.
- Managed budgets effectively, ensuring cost optimization while maintaining service quality standards.
- Increased sales revenue with effective upselling and cross-selling strategies in CRM operations.
- Spearheaded process improvements initiatives aimed at enhancing overall customer experience within CRM operations.
- Cultivated strong relationships with key stakeholders to ensure smooth collaboration on various projects.
Process Trainer
Serco Global Services
04.2016 - 11.2017
- Delivered robust training courses via classroom and e-learning programs.
- Communicated with sales team to maintain firm grasp of training requirements.
- Created unique materials to support training programs.
- Developed comprehensive training materials, resulting in improved overall performance among trainees.
- Evaluated the effectiveness of various training methods, making data-driven decisions to improve program delivery moving forward.
- Developed new and improved training programs to fit underserved areas.
- Created engaging learning experiences by incorporating real-world examples and case studies into the curriculum.
- Ensured alignment between training objectives and company goals, resulting in better overall business outcomes.
- Increased employee engagement in training sessions through the use of interactive activities and group discussions.
- Leveraged industry best practices when developing curriculum content, ensuring that employees remained up-to-date on key trends.
Education
Bachelor of Arts -
Maharshi Dayanand Saraswati University
Skills
- Data analytics
- Incident investigation
- Customer satisfaction
- Case documentation
- Customer engagement
- Client needs assessments
- Route planning
- Client relationship management
- Training and coaching
- Mentoring and training
Languages
English: C2 Proficient
Hindi: C2 Proficient
Punjabi: C2 Proficient
Certification
- Project Management Assessment
Project Management Assessment
Project Management Assessment
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteHybridImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursPersonal development programsHealthcare benefitsWork from home optionPaid time offTeam Building / Company RetreatsPaid sick leaveSoftware
ATS
CRM
AWS Cloud
Interests
Gardening
Singing
Watching movies
Watching television
Musical instruments
Football
Quote
Your most unhappy customers are your greatest source of learning.
Bill Gates
Timeline
Service Delivery Manager
TalentBurst Inc.
01.2022 - Current
Team Leader
Biz2Credit Info Services Private
07.2019 - 12.2021
Team Leader - CRM Operations
Upadpro
11.2017 - 07.2019
Process Trainer
Serco Global Services
04.2016 - 11.2017
Bachelor of Arts -
Maharshi Dayanand Saraswati University
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