Deepak Rastogi

Accomplished and results-driven Operations & Administrative Manager with over 18 years of comprehensive experience in IT staffing operations, business administration, team leadership, and service delivery. Proven track record in overseeing end-to-end operational functions within US IT staffing, specializing in CEIPAL ATS administration, user provisioning, access control, client & vendor POC management, compliance, and comprehensive MIS reporting. Adept at driving operational excellence, streamlining cross-functional workflows, and optimizing productivity across fast-paced environments.

Admin Manager - Networkpedia LLC - Noida, Uttar Pradesh

(2022-08 - 2026-08)

• CEIPAL ATS Administration: Administered the complete CEIPAL ATS lifecycle for the US IT Staffing division, managing user provisioning, onboarding/offboarding recruiters and account managers, role-based access permissions, password resets, and license allocation.
• Client & POC Relationship Management: Maintained end-to-end database of direct clients, implementation partners, Tier-1 vendors, and key Points of Contact (POCs); ensured contract information, Master Services Agreements (MSAs), and SOW details were updated accurately.
• Advanced MIS & Analytics: Designed and published real-time recruitment performance reports, recruiter activity logs, submittal-to-interview/placement conversion dashboards, and executive MIS reports using CEIPAL analytics for leadership decision-making.
• Recruitment Workflow Governance: Streamlined job requisition workflows, candidate submission pipelines, client feedback loops, and interview scheduling workflows within CEIPAL to maintain strict operational SLAs.
• Vendor & Partner Management: Coordinated with external job board vendors (Dice, Monster, LinkedIn, CareerBuilder) and IT software/infrastructure vendors for credential assignments, contract renewals, and service optimization.
• General Office Administration: Supervised day-to-day corporate operations, office infrastructure, IT asset management (laptops, peripherals, telecom systems for US calling), and biometrics/access control.
• Team Facilitation & Cross-Functional Alignment: Conducted periodic process audits, operational reviews, and knowledge-sharing sessions for recruiting teams to enhance ATS hygiene and eliminate data discrepancies.

Assistant Manager – Operations - Radical Minds Technologies India Pvt. Ltd. - Gurgaon, Haryana

(2021-12 - 2022-07)

• Team Leadership: Led an operations unit comprising 6 Team Leaders, 8 Subject Matter Experts (SMEs), and 148 Customer Service Associates dedicated to Zomato Delivery Partner support operations.
• Hiring & Workforce Management: Assessed candidate profiles, conducted structured interviews, and facilitated operational hiring; optimized shift rosters and leave management balancing 24/7 SLA deliverables.
• MIS & Executive Reporting: Compiled and presented weekly, bi-monthly, and monthly operational dashboards to senior leadership highlighting shrinkage, attrition, CSAT, and first-contact resolution (FCR).
• Quality & Escalation Governance: Formulated process improvement plans based on customer feedback and conducted Root Cause Analysis (RCA) on chronic operational bottlenecks.

Team Leader – Operations - Globiva India Pvt. Ltd. - Gurgaon, Haryana

(2019-09 - 2021-12)

• Process Management: Supervised a team of 25 customer service associates and 6 SMEs handling customer queries and escalation management for RBL Credit Cards.
• Performance Metrics: Consistently attained target KPIs including Customer Quality (CQ) scores, CSAT, cross-sell conversion, offer rate, and daily productivity benchmarks.
• Compliance & Ombudsman Cases: Conducted thorough RCA and resolution drafting for high-priority Banking Ombudsman and Nodal desk escalations.

Assistant Manager – Operations - Paisabazaar Marketing & Consulting India Pvt. Ltd. - Gurgaon, Haryana

(2019-05 - 2019-10)

• Credit Card Sales Verification: Managed 2 Team Leaders, 3 Supervisors, and 40 Associates driving verification operations for leading partner banks (SBI, ICICI, HDFC, AMEX, Citibank, IndusInd).
• Operational Efficiency: Oversaw recruitment interviews, operational training, roster allocation, and productivity enhancement frameworks.

Assistant Manager – Value Servicing / Nodal Desk - SBI Cards & Payment Services India Pvt. Ltd. - Gurgaon, Haryana

(2005-05 - 2018-08)

• Value Servicing Escalations (2015 – 2018): Headed a team of 15 Senior Executives resolving escalated grievances received via CEO Desk, Banking Ombudsman, PMOPG, and Principal Nodal Officer; maintained strict regulatory TAT adherence.
• Senior Executive – Nodal Desk (2012 – 2014): Handled specialized escalations, drafted regulatory replies, and performed end-to-end RCA to eradicate repetitive complaint triggers.
• Customer Service Executive / Associate (2005 – 2012): Delivered frontline inbound customer support, handled cardholder queries, and exceeded targets for value-added products (Encash loans, balance transfers, EMI conversions).

Customer Service Associate - Kankei Relationship & Business Management Pvt. Ltd. - Delhi

(2004-05 - 2005-04)

Executed client relationship campaigns for ICICI Cards (NUNP), Johnnie Walker Black Label, and ICICI Prudential candidate tele-scheduling.

Bachelor of Commerce - B.Com Hons. - Ram Lal Anand College, Delhi University (2002)

Higher Secondary - 12th - Air Force Senior Secondary School, Delhi Cantt. (1999)

Secondary School - 10th - Ram Chandra Senior Secondary School, Palam, Delhi (1997)