Deepak Ak

Background

About Deepak Ak

A passionate self motivated individual, with 16.5+ years of IT software industry experience. In my tenure, l have worked across large enterprise businesses delivering support services for both product and service based organisations.I have successfully led technical support,customer support and managed services teams with a 'customer centric' approach delivering superior level of services keeping the "customer first" mindset. Being a leader, you inspire people by showing them the path to suceed. Give equal opportunities to everyone to express themselves to believe that the imposible is posible. Guide the teams and individuals align with organisational vision and thier values. Invest your time to drive strong focus on building a culture around empathy, trust, transperency, equality, customer success, being compassionate, along with diversity inclusion and belonging. In my opinion, employee satisfaction, employer satisfaction & product /service quality will lead towards Customer Satisfaction/CX. I also beleive that "Leadership isn't about being in charge. Leadership is about taking care of those in your charge." Key Responsibilties Across Tenure: Proficient in leading teams for running successful operations & delivery to meet customer expectations. Experience in managing service - level agreements ( SLA,s) such as CSAT, NPS, AHT, FCR, FLR,ASA,TRT, Abandon Rate, Quality. Extensive expertise in developing metrics to measure the effectiveness of technical support and customer support within the organisation. Demonstrative excellence in planning, migrating,transitioning and managing several successful processes with the involvement of technology and support. Overseeing manpower planning, recruitment & selection, induction, coaching,training etc. Collaborate with cross functional teams to drive customer satisfaction and improve customer experience. Be the point of contact for customers and stakeholders on escalated cases and high priority issues and drive issue resolution. Identify customer needs on products, applications & take proactive steps to improve customer experience. Develop and maintain Knowledge Base repository, support procedures,how to guides, FAQ,s articles accurately. Key Strengths: Employee Engagement. Operations and Delivery Efficiencies and Cost Savings Critical thinking,Decision Making IT Service Management Process Improvement & Automation Technology Enhancement People Management Stakeholder Management Escalation Management Program & Project Management Coaching, Mentoring, Motivating & Talent Development