Deepa Chandwani
Manager, Service Delivery @Girl Guides of Canada
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WORK HISTORY
Manager, Service Delivery @Girl Guides of Canada
CA
Managing 2 functions - Customer Care Center and the Unit Space Team.Team Leadership: Managing a team of 14 members, including 9 direct reports and 5 indirect reportsMember Experience Focus: Ensuring that members are welcomed, and heard, a commitment to providing a positive and personalized experience. Quality Assurance: Building scorecards for call and email quality to ensure we are providing quality service as an organization. Automation Implementation: The ongoing implementation of automation to assist agents and manage tickets more effectively is forward-thinking. AI Implementation: The reduction of tickets by 75+ during peak season through AI efficiencies was carried out. This helped streamline processes, reduce response times, and enhance overall service quality.Diversity, Equity, and Inclusion (DEI) Initiatives:Enhancing DEI internally with ongoing training and ensuring the parents are heard when we initiate a change. Setting KPIs: Establishing Key Performance Indicators (KPIs) related to DEI and over all measuring progress and ensuring accountability.Ensuring Unit spaces are holding the right insurances,payments are made in time, and information is shared with the right stakeholders.
EDUCATION
The Indian School, Bahrain
Business/Commerce, General
University of Sunderland
Bachelor of Arts - BA, Business Administration and Management, General
SKILLS
ABOUT DEEPA CHANDWANI
Leading teams who enhance Customer Experience by providing great customer support. I have managed large teams (Leads and Managers), building them from scratch, including hiring training and coaching including target skill building. Been the escalation point for clients as well as the internal voice for the team with cross functional teams. Building and maintaining KPI\'s, OKR\'s and mantaining SLA\'s to name a few along with building confluence pages to enhance the internal and external help center data.I have used systems like Salesforce, Asana, Zendesk, Zoho, Jira to name a few
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