DEEPAK KUMAR
Nanaimo,BC
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
11
11
years of professional experience
Work History
Manager Operations
CollegeDekho
01.2022 - 12.2022
- Managed 4 assistant managers each having team size of 10 sales associates
- Orchestrated German Consulting Services for student recruitment
- Interviewed and recruited candidates to build high-performing team.
- Supervised operations staff and kept employees compliant with company policies and procedures
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness
- Assisted in recruiting, hiring and training of team members
- Devised processes to boost long-term business success and increase profit levels
- Ensured that team is delivering 1000 plus enrolments month-on-month and consistently showing improvement of 10% increments on enrolments as compared to previous month
- Educated students on college admissions process and scholarship requirements.
- Assisted students in exploring and selecting career paths.
- Analyzed student academic records to assess educational and career goals.
Deputy Manager
CollegeDekho
07.2021 - 12.2021
- Spearheaded team of 15+ sales professionals
- Streamlined sales processes and created periodic targets, resulting in monthly target realization
- Oversaw German Consulting Services to achieve program targets.
- Maintained, documented and presented progress reports to leaders.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
Assistant Manager Operations
CollegeDekho
09.2019 - 06.2021
- Managed team of 10 sales professionals, providing leadership and support
- Assisted team in meeting sales targets and achieving program goals
- Ensured timely lead uploads and published process reports.
- Communicated with customers to assess satisfaction with products and services received.
- Developed and maintain operational guidelines for staff.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
Team Leader Operations
Convergys India
11.2014 - 01.2017
- Led team of 18-20 agents in customer care process
- Spearheaded sales efforts and collaborated with different LOBs for optimal results
- Mentored team members to improve their performance and achieve targets.
- Compiled training materials for new employees and tracked skill development
- Managed high workload with consistent record of achieving deadlines and production targets
Customer Care Officer
Convergys India
12.2011 - 10.2014
- Provided telephonic solutions to customers, ensuring customer satisfactions of 85%
- Established consistency of overachieving NPS target of 35% every month
- Met FCR target of 80% month-on-month
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions
- Communicated with customers to identify needs and expectations
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
- Exhibited high energy and professionalism when dealing with clients and staff
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
Education
MBA -
Vancouver Island University
Nanaimo08.2024
Bachelor’s of Commerce - Commerce
ISBM University
India08.2020
Skills
- Performance Tracking, Strategy Development, Critical Thinking, Leadership Skills, Excellent Communication Skills, Customer Services Skills, Multi-Tasking skills
- MS Office, Advanced Excel, Lead Management, Telecom enhancement, CRM development, Dialer Management,
- Staff Management
- Negotiation
- Market Research
- Social Media Marketing
- Employee Relations
- Team Leadership
- Microsoft Office Expertise
- Process Improvement
- Customer Relationship Management
Timeline
Manager Operations
CollegeDekho
01.2022 - 12.2022
Deputy Manager
CollegeDekho
07.2021 - 12.2021
Assistant Manager Operations
CollegeDekho
09.2019 - 06.2021
Team Leader Operations
Convergys India
11.2014 - 01.2017
Customer Care Officer
Convergys India
12.2011 - 10.2014
MBA -
Vancouver Island University
Bachelor’s of Commerce - Commerce
ISBM University
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