Deepak Singh

An experienced four-year in customer service industry professional with a background in quality analysis, process training, and customer service. I am a Six Sigma Certified professional. My work includes leading performance excellence initiatives through process compliance audits and delivering client-focused reports with actionable insights.

As a customer experience manager, I managed and optimized customer experience within e-commerce platforms. I also developed and executed effective B2C sales strategies, focusing on customer acquisition, engagement, and retention. As a process trainer, I designed and delivered impactful training programs and monitored agent performance.

Throughout my career, I have achieved a significant improvement in quality compliance through effective auditing and coaching.

Customer Experience Manager - Japam Spiritual Pvt. Ltd. - Mohali

(2025-03)

Deals in Authentic spiritual wearables and jewelry.

• Agent management: Managed and mentored the entire customer service department, overseeing daily operations and ensuring high-quality service delivery.
• Team development: Conducted comprehensive training and development programs for agents, enhancing their skills in customer interaction, problem-solving, and product knowledge.
• Report analysis: Analyzed detailed operational reports to identify key performance indicators (KPIs), pinpoint areas for improvement, and inform strategic decision-making.
• Revenue protection: Proactively identified and implemented strategies to mitigate revenue leakages, safeguarding company profitability and optimizing financial outcomes.
• Process optimization: Optimized various customer-facing processes for efficiency, streamlining workflows and improving overall customer journey experiences.
• SOP development: Developed and meticulously implemented comprehensive Standard Operating Procedures (SOPs) for all customer processes, ensuring consistency and compliance.
• CEO presentations: Prepared and presented data-driven insights, performance metrics, and strategic recommendations directly to the CEO, influencing executive-level decisions.
• B2B sales: Drove successful B2B sales initiatives, cultivating strong business relationships and expanding the company's client portfolio.
• B2C sales: Developed and executed effective B2C sales strategies, focusing on customer acquisition, engagement, and retention to meet sales targets.
• E-commerce operations: Managed and optimized customer experience within e-commerce platforms, enhancing online sales and user satisfaction.
• Customer satisfaction: Focused on enhancing overall customer satisfaction through service excellence, proactive issue resolution, and personalized customer interactions.
• Customer retention: Implemented targeted customer retention strategies, successfully increasing the Lifetime Value (LTV) of existing customers.

Quality Analyst - BLD OUTSOURCING SERVICES - Mohali district, India

(2024-07 - 2025-03)

• Chat Auditing and Quality Assessment involve measuring interactions with customers and providing feedback to agents on areas where they are lacking, helping them improve customer satisfaction.
• Dashboard Creation and Interpretation – Designing and interpreting the dashboards to track quality and identify actions for improvement through the newly identified trends.
• Performance Feedback and Coaching – Assisting the agents with pertinent feedback for them to enhance their skills and improve service delivery.
• Process Optimization and Continuous Improvement – Identifying the gaps and recommending changes to processes in order to attain maximum effectiveness and efficiency.
• Audit Logging and Reporting – Recording the audits done, actions taken, and findings reported in order to recommend appropriate measures to management.
• Knowledge Sharing and Training Workshops – Conducting briefings and training workshops that will guide and remind them about quality and performance standards expected from them.
• Root Cause Problems (RCA) and solving problems – Doing an examination of a problem which happens frequently to understand the likely causes and developing a suitable solution that will stop the problem from occurring.
• By Scope, Deep Analysis & Analytics: Social media escalations and high impact cases have been provided to determine if some patterns and trends can be established to lessen risks.

Quality Analyst - BPO Convergence Pvt. Ltd. - Mohali district, India

(2023-09 - 2024-03)

• Delivered Real-Time Performance Feedback: The system provided real-time performance feedback through immediate responses to performance issues like disconnected calls and auto-fail calls while upholding quality standards.
• Collaborated in Internal Calibrations: The internal calibration process required active participation along with Quality and Operations teams to set consistent scoring standards.
• Coaching and Development: I conducted one-on-one feedback and coaching sessions that allowed employees to build their skills and improve their work output.
• Prepared Client-Focused Reports: Created client-focused reports that provided client updates and briefings while making sure stakeholders understood essential quality metrics together with process improvements.
• Enhanced Training and Quality Standards: Improved lesson delivery quality through strategic design approaches which significantly improved performance metrics.
• Quality Audits and Process Evaluation: Quality Audits and Process Evaluation required auditing calls to check for quality standard compliance while assessing process knowledge understanding.
• Conducted Refresher and BQ Sessions: The organization delivered Basic Quality (BQ) and refresher training sessions to enhance employee process understanding and capabilities through specific upskilling initiatives.
• Monitored Training Effectiveness: Training effectiveness monitoring involved constant assessment of weekly and monthly training results to drive continuous performance improvements.
• Comprehensive Quality Reviews: The organization implemented detailed quality assessments internally and externally to maintain alignment between organizational goals and quality standards through comprehensive quality reviews.

Process Trainer - Fusion BPO Services - Mohali, India

(2021-02 - 2023-03)

• Comprehensive Training and Development: We provided training for new agents who attended in groups of 25–30 and current employees on process operations, sales methods, customer service skills, basic communication techniques and product knowledge which resulted in an average completion rate of 80%.
• Performance Monitoring and Coaching: Monitored agent performance metrics such as CSAT, AHT, quality, repeat rates, and call transfers for batches between 0–30 days to deliver focused feedback and coaching that enhanced performance.
• Quality Assurance and Process Adherence: Performed regular call audits to assess quality standards and process adherence while identifying improvement areas.
• Client and Stakeholder Engagement: The team prepared client updates and observations from social media escalations combined with internal and external quality reviews before presenting them to stakeholders to maintain alignment with expectations.
• Refresher and Advanced Training Sessions: I managed refresher sessions to update existing employees' skills while tracking the result of training weekly and monthly.
• Operational Excellence: The Operational Excellence mission was advanced by participation in quality calibration sessions and development of strategic initiatives that upgraded both training results and process productivity.
• Leadership in Training Delivery: Demonstrated leadership in training delivery by successfully managing the complete training cycle from start to finish while maintaining alignment with organizational goals which produced consistent performance results.
• Strategic Escalation Management: Managed social media escalations by analysing trends and providing clients with actionable insights for process enhancement.
• Customized Training Plans: We designed and delivered specialized training modules to fill particular skill deficiencies that improved both employee preparedness and flexibility.

Customer Service Representative - Fusion BPO Services - Mohali, India

(2020-09 - 2021-02)

• Customer Interaction via Inbound Calls: The professional and empathetic support delivered during inbound calls resolved customer queries and complaints while addressing requests efficiently.
• Accurate Information Delivery: Provided customers with precise and relevant product and service details to achieve clear understanding and satisfaction.
• Effective Problem Resolution: Addressed customer problems quickly while ensuring complicated situations reached specialized teams for rapid solutions.
• Comprehensive Documentation: Detailed records of customer interactions were consistently updated to include complaint handling and resolution information which facilitated effective follow-ups.
• Customer-Centric Approach: Customer service interactions were managed through professional conduct and empathetic communication to establish customer trust and build meaningful relationships.
• Performance Excellence: The team consistently met or surpassed performance benchmarks like call handling time and first-call resolution which led to high customer satisfaction ratings.
• Continuous Learning and Adaptation: The professional consistently maintained knowledge of products, policies, and best practices to deliver the highest standard of customer service.

Bachelor of Arts - BA - ARTS - Panjab University, Chandigarh (2018-08 - 2021-06)