Deepak Chauhan

About Deepak Chauhan

With a rich tapestry of 25 years of diverse expertise, I bring a unique blend of…

Experience

1. Head of Contact Center

   Alacrity E-Commerce Solutions Private Limited

   Jul 2019 — Present · IN

   An E-Commerce company catering to the US & UK geography providing online retail solutions based on B2B/B2C/C2C/C2B strategyJob Role:Strategic Planning: Spearheaded strategic planning initiatives to meet annual operating budget plans for Order Processing, Order Fulfillment, and Customer Experience, ensuring alignment with organizational goals and objectives.Collaborative Coordination: Fostered close collaboration with suppliers and cross-functional teams, including Warehouse, Sourcing, Quality, and Finance, to address Material Discrepancies, driving seamless fulfillment processes and avoiding shipping delays.Order Management: Led efforts in driving Order Acknowledgement and Order Fulfillment in alignment with the Need Date or the Promise Date, closely liaising with suppliers, logistics, and fulfillment teams to optimize operations.Process Re-engineering: Initiated re-engineering of existing processes, conducting regular audits and detractor surveys, aiming to enhance Net Promoter Score (NPS) and Brand Loyalty, thereby ensuring a superior customer experience.Quality Focus: Implemented rigorous quality control measures across various sub-functions, identifying quality-impacting issues, formulating action plans for improvement & driving process enhancement programs through innovation and best practice sharing.Customer-Centric Approach: Demonstrated empathy in every aspect of the customer experience, prioritizing customer needs and satisfaction, while effectively managing customer escalations and instilling discipline on the operational floor.Performance Monitoring: Monitored and published variances against set service Service Level Agreements (SLAs) and Turn-Around-Times (TATs), promptly escalating any quality deficits and performance shortfalls to maintain high service standards.

Education

• DAV Faridabad

  Non Medical

  1992 — 1994

• Nagpur University

  Bachelor of Engineering (B.E.), Power Electronics

  1994 — 1998

Skills

• Vendor Management
• Market Research
• Operations Management
• Service Delivery
• Business Analysis
• Telecommunications
• Pre-Sales
• Business Process Outsourcing (Bpo)
• Business Development
• Call Centers
• Bpo
• Mis
• Customer Relationship Management (Crm)
• Outsourcing
• Contact Centers
• Team Management
• Management Information Systems (Mis)
• Crm
• Management