Deepa Rao

Background

About Deepa Rao

I am an Operations and Customer Excellence Leader with a strong background in service operations, customer experience (CX), MSP/vendor management, process optimisation, and transformation delivery across global organisations. My experience spans the EV charging industry, BPO operations, digital transitions, and high‑growth customer environments. I specialise in stabilising complex operations, improving service delivery, and driving measurable improvements in NPS, CSAT, SLA performance, backlog reduction, and customer journey quality.At Shell Recharge Solutions, I have held senior roles across MSP Excellence, Customer Excellence, Customer Delight, and Customer Success, where I have led major initiatives including partner call‑centre governance, KPI/SLA management, escalation leadership, fraud coordination, Finance Support operations, and large‑scale transitions such as the Shell App migration and 50Five integration. I delivered a 66% reduction in operational backlog within 12 weeks, strengthened KPI adherence across regions, and improved customer satisfaction during periods of high demand and organisational change.My core strengths include operational excellence, root‑cause analysis, customer journey mapping, change management, training & enablement, cross‑functional collaboration, continuous improvement, complaint management, and data‑driven decision-making. I bring a calm, structured, and analytical approach to solving complex problems, improving service quality, and enabling teams to perform at their best.With experience across Shell, IBM, Gartner, Wipro, and the Open University, I combine corporate scale, operational rigour, and strong people leadership. I thrive in environments undergoing growth or transformation—where improving efficiency, customer experience, and operational resilience is critical to success.If your organisation is focused on strengthening operations, elevating customer journeys, or driving service transformation, I’d be happy to connect.