Deepa Shree R

RESULTS-DRIVEN OPERATIONS MANAGER WITH OVER 15 YEARS OF EXPERIENCE LEADING CUSTOMER OPERATIONS, CONTACT CENTER MANAGEMENT, BUSINESS PROCESS IMPROVEMENT, AND SERVICE DELIVERY ACROSS BPO ENVIRONMENTS. DEMONSTRATED SUCCESS IN DRIVING OPERATIONAL EXCELLENCE, IMPROVING CUSTOMER SATISFACTION, OPTIMIZING COSTS, AND DEVELOPING HIGH-PERFORMING TEAMS.

OPERATIONS MANAGER - GLOBIVA - BENGALURU

(2025-04)

• MONITORED STAFF PERFORMANCE AND DEVELOPED TAILORED IMPROVEMENT PLANS, RESULTING IN INCREASED OPERATIONAL EFFICIENCY.
• LEVERAGED EXPERTISE TO ENHANCE CUSTOMER EXPERIENCE ACROSS FOUR COMMUNICATION CHANNELS, CONTRIBUTING TO HIGHER CUSTOMER SATISFACTION.
• STREAMLINED INTERACTIONS BY MANAGING INQUIRIES THROUGH DIVERSE PLATFORMS EFFECTIVELY.
• OVERSAW QUALITY CONTROL PROCESSES TO MAINTAIN HIGH STANDARDS FOR PRODUCTS AND SERVICES.
• ADVISED SENIOR MANAGEMENT ON FACILITIES NEEDS AND PROVIDED ONGOING OPERATIONAL SUPPORT.
• INVESTIGATED OPERATIONAL ISSUES, PREPARED REPORTS, AND RECOMMENDED CORRECTIVE ACTIONS.
• MANAGED BUDGETS TO IDENTIFY COST-SAVING OPPORTUNITIES WHILE MAINTAINING PRODUCT AND SERVICE QUALITY.

ASSISTANT MANAGER – OPERATIONS - GLOBIVA - BENGALURU

(2022-04 - 2025-03)

• LED SOCIAL MEDIA AND REPUTATION MANAGEMENT TEAM, SERVING AS PRIMARY POINT OF CONTACT TO STREAMLINE COMMUNICATIONS.
• OVERSAW CONVERSION OF NEGATIVE REVIEWS INTO POSITIVE FEEDBACK, ENHANCING BRAND IMAGE.
• DIRECTED OPERATIONS AND T&Q TEAMS IN ESTABLISHING PROCESSES AT NEW SITE.
• COORDINATED WITH SENIOR MANAGEMENT TO IMPLEMENT STRATEGIC REVENUE GROWTH PLANS, ALIGNING OPERATIONAL INITIATIVES WITH COMPANY OBJECTIVES.
• FACILITATED TRAINING SESSIONS, ACHIEVING AN AVERAGE THROUGHPUT OF 95%.
• RESOLVED ESCALATED CUSTOMER COMPLAINTS WITH PRACTICAL SOLUTIONS, ENHANCING CUSTOMER SATISFACTION AND LOYALTY.
• LED WEEKLY STAFF MEETINGS TO REVIEW TARGETS, PERFORMANCE IMPROVEMENTS, AND CUSTOMER FEEDBACK.
• ASSISTED MANAGERS IN STRATEGIZING AND EXECUTING OPERATIONAL PLANS.

TEAM LEADER – OPERATIONS - GLOBIVA - BENGALURU

(2021-06 - 2022-03)

• ACHIEVED OPERATIONAL EXCELLENCE THROUGH EFFECTIVE TEAM LEADERSHIP AND TARGETED PROCESS IMPROVEMENTS.
• EXCEED PRODUCTIVITY TARGETS BY LEADING OPERATIONS TEAM IN RESOURCE ALLOCATION AND WORKFLOW OPTIMIZATION.
• ORGANIZED TEAM-BUILDING ACTIVITIES TO ENHANCE WORKPLACE COHESION AND ELEVATE TEAM MORALE.
• OPTIMIZED RESOURCE ALLOCATION TO ENHANCE PRODUCTIVITY AND MINIMIZE DOWNTIME.
• CONDUCTED BAU AND CSAT AUDITS TO ELEVATE TEAM QUALITY PERFORMANCE.

TEAM LEADER – OPERATIONS - AEGIS INDIA PVT. LTD. - BENGALURU

(2016-05 - 2021-05)

• LED TEAM OPERATIONS TO ENSURE EFFICIENT WORKFLOW AND SERVICE DELIVERY.
• MANAGED CAMPAIGNS TO ANALYZE REACH AND INFORM STRATEGY.
• EMERGENCY RESPONSE MANAGEMENT.
• ANALYSIS FOR PRODUCT INTRODUCTION AND SUBSEQUENT REACH.
• MANAGED AND EXECUTED ANTICIPATED PERFORMANCE UTILIZING MINIMUM RESOURCES.
• PERFORMED QUALITY ASSESSMENTS TO EVALUATE SOURCE AND TICKET ACCURACY, SUPPORTING OVERALL SERVICE QUALITY.
• ANALYZED CUSTOMER FEEDBACK AND TRENDS USING KONNECT INSIGHT TO ENHANCE SERVICE DELIVERY.
• MONITORED SOCIAL MEDIA AND DEVELOPED ENGAGEMENT STRATEGIES WITH LOCOBUZZ TO STRENGTHEN BRAND PRESENCE.
• ENSURING A CLEAN, SAFE AND FRIENDLY WORKING ENVIRONMENT.

TEAM LEADER - SERCO BPO - BENGALURU

(2010-11 - 2016-04)

• SUPERVISED DAILY OPERATIONAL ACTIVITIES AND TEAM PERFORMANCE.
• ALLOCATED WORKLOADS AND MONITORED PRODUCTIVITY.
• TRAINED, COACHED, AND MENTORED NEW EMPLOYEES.
• IMPLEMENTED OPERATIONAL INITIATIVES AND PROCESS IMPROVEMENTS.
• MANAGED ATTENDANCE AND PERFORMANCE REPORTING.
• ENSURED COMPLIANCE WITH ORGANIZATIONAL POLICIES AND PROCEDURES.
• REPORTED OPERATIONAL METRICS TO SENIOR MANAGEMENT.

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