Deepali
Experience
Assistant Manager, Operations
Worxperties · Mar 2024 – Oct 2024
- Built inbound support vertical from ground-up: Designed end-to-end talent acquisition pipelines, hired 40+ FTEs within aggressive timelines, establishing clear accountability frameworks and escalation governance.
- Designed L1/L2 escalation decks: Standardized triage protocols, resolution matrices, and cross-tier workflows to reduce unresolved escalations and improve resolution efficiency.
- Owned SLA delivery & governance: Maintained 98%+ SLA adherence while conducting quarterly client reviews and operational performance sync with stakeholders.
- Applied Lean Six Sigma optimization: Streamlined intake and ticket dispatch processes, achieving 15–20% throughput gain and eliminating redundant touchpoints.
- Architected real-time MIS dashboards: Built performance trackers with visibility into team metrics, attrition, and SLA trends for senior management reporting.
- Coached Team Leads & SMEs: Established supervisory cadences and continuous coaching frameworks to maintain service excellence and team development.
Team Manager, Operations
Amazon India Development Center · Sep 2022 – Aug 2023
- Led quality elevation initiatives: Developed structured QA and RCA frameworks that reduced AHT by 12-15% while improving FCR and CSAT.
- Cascaded operational targets: Set and tracked monthly/quarterly service benchmarks for international support queue with consistent achievement.
- Automated reporting workflows: Partnered with tech and analytics teams to build live management dashboards, delivering 100% on-time completion.
- Coached bottom-quartile agents: Implemented targeted coaching interventions and performance reviews, elevating underperforming agents to consistent high-performers.
Senior Team Lead, Operations
ATS Services Pvt. Ltd. · Aug 2021 – Aug 2022
- Ensured SLA compliance and CSAT targets in high-volume B2C environment; consistently exceeded performance benchmarks.
- Streamlined MIS reporting cadences: Reduced reporting turnaround time and accelerated leadership decision-making.
- Oversaw floor QA and training programs: Implemented specialized training modules that directly improved team performance metrics.
Team Lead, Customer Service
British Council Management Services · Dec 2020 – Jul 2021
- Coached 15-agent customer support team through 1-on-1 mentoring, weekly huddles, and performance appraisals; improved team NPS and productivity.
- Partnered with talent acquisition on new hire evaluation and onboarding aligned with service benchmarks.
Lead Associate, Customer Experience
OLX India Pvt. Ltd. · Apr 2018 – Nov 2020
- Managed complex customer disputes as primary escalation point, driving swift resolution and reducing repeat contacts.
- Designed service center policies and QA audit frameworks to ensure consistent service delivery and adherence to standards.
Senior Sales Associate
Quikr India Pvt. Ltd. · Jul 2016 – Mar 2018
- Exceeded sales targets at 70%+ achievement through pipeline discipline and consultative selling approach.
- Developed standardized customer pitch scripts adopted floor-wide, accelerating new-hire ramp time and onboarding.
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Education
MBA, MBA
Symbiosis Centre for Distance Learning · 2018 — 2021
Bachelor, Bachelor of Arts
University of Delhi · 2013 — 2016
Contact details
Contact details
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What drives their work
The Architect
You design and structure systems that endure and perform.
Deepali's superpower
You excel at constructing robust operational frameworks and processes, ensuring clarity and high performance from the ground up.
How Deepali works
You are best suited for roles that require establishing and optimizing complex operational systems and leading teams through challenging transformations.
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