Deepa P

An accomplished professional with over 18 years of versatile experience across Training, Quality Management, and Education services. Have expertise in developing and enforcing compliance protocols, conducting audits, and implementing continuous improvement initiatives across service, and learning and development domains. Proficient in process compliance, adept at creating, implementing, and monitoring process requirements and controls to ensure operational excellence.

Proven track record in ensuring adherence to industry standards and regulatory requirements, thereby enhancing overall service quality and performance.

Academic Coordinator at Royale Concorde International School (2013-10 – 2025-04)

Last role held. Also served in other roles: Lead Trainer, Subject Head, Class In-Charge, CCA In-Charge, Chief Editor – The Communique, NIE Coordinator, WGSE Coordinator, Prodigy Brains Coordinator, Career Counseling Coordinator.

• Lead and manage academic activities in strict alignment with curriculum requirements, ensuring compliance with educational standards.
• Design and oversee comprehensive academic support programs, implementing robust processes to maintain high standards.
• Continuously monitor and evaluate the academic performance of different class levels, applying data-driven insights to enhance educational outcomes.
• Offer ongoing guidance and support to learners, fostering a positive and productive learning environment.
• Plan and conduct train the trainer programs for teachers based on identified needs.
• Conduct workshops for learners of various age groups as per periodic need analysis.
• Participate in the recruitment and selection of staff, ensuring adherence to institutional hiring protocols and quality benchmarks.
• Maintain effective communication with external organizations and stakeholders, ensuring alignment with institutional goals and compliance requirements.
• Work closely with parents, teachers, and counselors to address students' behavioural, academic, and other issues, ensuring a holistic approach to student development.

Primary Teacher & Class In-charge at Jaigopal Garodia Rashtrotthana Vidya Kendra (2012-01 – 2013-04)

• English teacher for classes II, III, IV and V
• Class In-charge of Class II
• Editorial member of bimonthly magazine Indradhanush
• Create and design worksheets based on student requirements to enhance teaching learning process

Business Process Executive at Eversmile Learning Pvt. Ltd. (2010-08 – 2011-05)

• Research, design, customize, create, and develop eLearning content
• Edit, review, validate, and proofread content
• Enter data, create images, formats, etc. based on organizational requirement
• Prepare story boards, educational games for Science and Math concepts
• Coordinate and interact with customers/clients/business associates
• Train staff and content development team on language and pedagogy aspects
• Create promotional materials like banners, brochures, booklets, etc.

Executive - Language & Quality at Brigade Corporation India Pvt. Ltd. (2000-01 – 2005-04)

Held multiple roles: Executive - Language & Quality, Sr. Officer - Language Quality, Quality Analyst, Customer Support Representative

• Monitor Language/Soft Skills Assessments conducted by Team Leads, Style & Customer Service Officers, ensuring consistency and high standards.
• Ensure account targets align with client specifications on Customer Satisfaction, Productivity, Service Level, etc.
• Lead process improvements to enhance Customer Satisfaction and Internal Quality, driving continuous improvement initiatives.
• Organize Calibration sessions with Team Leads and Lead Cyber Reps to ensure uniform understanding of language requirements across programs.
• Implement and maintain the Assessment Monitoring Process to oversee call quality and performance.
• Compile and analyze fortnightly performance data of Agents concerning Language/Soft Skills, recommending corrective actions for improvement.
• Ensure initiatives towards Soft Skills & Language improvement meet account targets, driving excellence in service delivery.
• Implement Continual Quality Improvement Processes to manage and exceed Customer Expectations.
• Create training materials on Language/Soft Skills (American English) tailored to the needs of New Hires and Process Executives.
• Conduct Process Awareness Trainings to ensure adherence to established procedures and standards.
• Generate content based on client specifications from raw data, including Kbase articles and process guidelines, ensuring clarity and compliance.
• Review and proofread Email Responses sent by Process Executives to various Clients such as Palm, Compaq Consumer, Compaq Commercial, M2Card, and Dial pad, ensuring high quality and consistency.
• Develop language/soft skills improvement training materials tailored to different clients' needs.
• Facilitate Workshops and Trainings to enhance Customer Service skills and language proficiency.

MA in English – University of Madras

BA in Functional English – Queen Mary's College

B.Ed. – Singhania University