Deepansh U.

About Deepansh U.

I am an Operations Professional with hands-on experience in managing customer-care teams, improving processes, and delivering seamless coordinations. Over the years, I’ve built a strong foundation in team leadership, client communication, report analysis, and workflow execution—ensuring both customer satisfaction and operational efficiency remain at the core.In my current role, I lead a team responsible for coordination, follow-ups, and escalation management, ensuring every case is handled with accuracy, empathy, and on-time resolution. I also collaborate closely with cross-functional partners to streamline processes, reduce gaps, and improve the overall customer journey.Alongside operations, I’m passionate about training and capability building. I regularly conduct sessions for my team on Excel basics, communication skills, and quality standards to help them grow and perform confidently.I’m continuously expanding my technical skillset by learning Advanced Excel, automation, JSON workflows, and process optimization, with the aim of bringing more data-driven and automated solutions into everyday operations. My goal is to combine strong people management skills with analytical and automation tools to create smarter, faster, and more efficient processes.What I bring to the table: • Team leadership & performance management • Customer service & escalation handling • Renal homecare support process expertise • Data analysis & reporting • Training (Excel, communication skills, process basics) • Cross-functional coordination • Automation-driven improvement mindsetI’m always open to connecting with professionals who share an interest in operations, automation, healthcare support, and people development.

Experience

1. Assistant Manager

   Open Mind Services Limited

   Apr 2024 — Present · Gurugram, IN

   Assistant Manager – Customer Service Process | Open Mind Services Pvt LtdAs an Assistant Manager in the customer service domain of a Knowledge Process Outsourcing (KPO) organization, I am responsible for driving operational excellence, managing high-performing teams, and ensuring top-notch customer service delivery. My role focuses on enhancing customer satisfaction, streamlining processes, and fostering a collaborative and efficient work environment.Key Responsibilities:• Leading and mentoring a team of customer service professionals to achieve and exceed performance targets.• Monitoring daily operations to ensure compliance with service-level agreements (SLAs) and quality standards.• Handling customer escalations effectively, ensuring swift resolution and a positive customer experience.• Analyzing operational performance metrics to identify areas for improvement and implementing process enhancements.• Conducting regular training sessions to enhance the team’s skills and product knowledge.• Collaborating with internal teams to align on business goals and optimize workflows.• Preparing detailed performance reports and insights for senior management.Key Achievements:• Successfully improved customer satisfaction scores (CSAT) by implementing strategic process improvements.• Played a pivotal role in reducing turnaround time (TAT) through enhanced workflow management.• Consistently met and exceeded KPIs, contributing to overall business growth.This role allows me to combine my leadership, analytical, and customer-focused skills to deliver impactful results and support the organization’s growth objectives.

Education

• Central Board of Secondary Education

  High School Diploma, Mathematics and Computer Science

• Indira Gandhi Institute of Technology (IGIT), Sarang

  Bachelor's degree, Computer Science

• Upraised

  Diploma of Education, General Sales, Merchandising and Related Marketing Operations,