Deepika Verma is seeking a career opportunity in customer experience and operations. She has over 14 years of experience in customer service, including leadership roles managing teams of up to 50 people. She is skilled in training, quality assurance, employee engagement, content writing, and recruitment. Verma holds a BA in English and has worked at companies including American Express, Lenskart, and Stalk Buy Love in various customer support and leadership positions.

1. Deepika Verma
Contact: +99710 27773
Email Id: deepika.saigal@rediffmail.com
Date of Birth: 13th August 1981
Address: L-41 , Lajpat Nagar –II , New Delhi - 110024
Career Objective:
To gain greater insight into the field of Customer Experience and Operationsby way of
exposure to real work atmosphere in a well-established organization. Also, to seek a
challengingcareer in my field and to channelize my abilitiestowardsindividual,
organizational and societal benefitswhich will add value both to me and to the company.
Summary:
 Have almost14 years of experience inCustomer
Service alongwithteamhandling.Have alsoacquiredknow-howinthe
areas like Training, Quality,Employee Engagement,ProjectsonWOW
Customerexperience,contentwriting ,hiringandrecruitmentand
administrativetasks.
 Be candidandhonest,butalsohave the wisdomto
be diplomaticwhenrequired Highlyflexible andadaptable contributor,
adeptat meetingdeadlinesSkilledleaderwiththe abilitytodevelop
teamworkandachieve superiorresults
 Resourceful,goal oriented,possessstrong
organizational,communicationandanalytical skillswithabilitytowork
underpressure andmulti taskina fast pacedenvironment.
Educational Qualification:
 BA ( English) Honsfrom Dayal SinghCollege ,DU ( 2002 )
 Schoolingfrom Mata Jai Kaur PublicSchool ,Delhi ( 1999 )
Professional Description:

2. Stalk Buy Love: Head– CRM( OCTOBER 2015 Till Now )
Lenskart: CustomerSatisfactionLeadManager( OCTOBER 2011 – OCTOBER 2015 )
American Express: Team MemberCustomerSupport( JUNE 2004 – MARCH 2007 ) , Subject
Matter ExpertCustomerSupport( MARCH 2007 – JUNE 2010 ) , CFT Team LeaderCustomer
Support( JUNE 2010 – SEPTEMBER 2011 )
Paras Calltech– Team MemberCustomerSupport( JUNE 2002 – MAY 2004 )
Job Experience Description:
 Hands onexperienceincustomersupportacrossmy14 yearsof tenure asa working
individual.
 Six yearsof experienceintoleadership.
 DrivingCustomerSatisfactionanddeliveringaWOW experience inandout.
 Have beenleadingvoice andnon-voice processesaswell includingemails,chatsand
social media.
 Focusingoncustomerand employeeengagementsimultaneouslyasbothgohand in
hand.
 Classroom trainingsandpresentationsonnew conceptsandlaunches.
 Qualityauditof calls, emails,chats , social mediaresponsesandsharedstructured
feedbackonthe basisof monitoringscoresandparameters.
 Writingand sharingcontentforbothinternal andexternal communicationsuchas
verbiagesforemails,chatsand social mediaandautomatedSMS’sandemailssent
to customersduringthe orderlife cycle.
 Have handledteamof around45-50 associatesatthe max.
 Involvedinday-to-dayoperationsandmanagingrostersandshrinkagesasper
businessrequirements.
 Conductingone-o-one sessionswithteamtogetinsightintotheirfeedbacksand
concernsand workon resolvingthemamicably.
 Have alwaysmanagedto buildstrongrapportwithteamand peersandhence was
nominatedasEEAT CoordinatorinAmex andSPOCforconducting‘FunFriday’
activitiesinLenskart.
 CloselyworkedwithSeniorManagementin designingandimplementingideasto
bridge processgapsand ensure efficiency.
 Have beencloselyworkingwithdataanalyticsteamstoreviewcrucial datawhich
helpsusdetermine the rightpathandbuildingstrategiesaccordinglywherever
appropriate.
 Forecastplanningandrecruitmentneedstobe putforwardin orderto ensure
maximumutilizationof existingresourcesbutina judiciousandpractical manner.
 InvolvedinKRA’ssettingof teammembersaspercompanynormsand inalignment
withHR policiesandworkwithteamtoensure individual andteamKRA’sneverfall
short of expectations.
 Have beenan active participantinappraisal discussionsof myteamandhave never
hesitatedtotake standfor mypeople whereverjustified.
 Have beencloselyworkingwithleadershipteamonprojectstoenhance customer
experience.
 Alwaysbeenakeenlearnerandhave adaptedmyselftocultural andworkchangesin
everyorganizationthatIhave beenassociatedwithtilldate.

3. Declaration:
I, herebydeclare thatthe above mentioneddetailsare complete and
correct to the bestof myknowledge.
DeepikaVerma