Satyendra Kumar Deepak

Mobile: +91 9910401428 ~ Email: satyendra.gahoi@gmail.com

Through my ability to deliver expected results, I aim to secure a position of responsibility in a short span of time, wherein my education
and work experience will have a valuable application.

PROFILE SUMMARY

 A result oriented professional in the area of Operation, Process, Team, Vendor Management and Client Servicing in the Service industry with
strong background in Quality, End ro end Process Mapping, Process Documentation & Process Excellence.
 Analytical and eye for details, Working knowledge of Visio and MS-Office, Insurance, Lean & Six Sigma certified.
 Can articulate thoughts and documents them effectively, resourceful at maintaining relationships with vendor and clients to achieve quality
product and service norms by resolving their service related critical issues.
 Excellent interpersonal & organisational skills with proven abilities in customer relationship management.
 Wonderful team player as well as team leader with a go getter attitude. Can prove myself as a milestone with honesty and hard work.

EMPLOYMENT SPAN
Yatra Online Pvt. Ltd – A NASDAQ listed leading online services provider in India, US and UK.

Team Leader Oct 2014 - Jul 2020

In my last position as a Team Leader for Yatra.com, I was responsible for managing two teams.

Accountabilities - Customer Relationship (CRT) Team

 Managing the team involves in providing resolution to the Customer on their pre & post hotel booking queries over the call & email.
 Managing KPI Dashboards to monitor Performance. trends, identify improvement areas.
 Provide coaching and feedback to team members to enable them to improve their performance level.
 Manage the process KPIs and SLA along with the NPS for email team with other process attributes.
 Closely work with finance, IT, training and quality team in order to improve existing process and enhance NPS score.

Accountabilities - Process & Compliance Team

 Process Documentation (i.e. creation of SOP, Process Flow Chart, defining CTQ, KPI’s & SLA’s), end to end process life cycle and process
mapping.
 Standardization of the internal processes through the industry's benchmark.
 Identify improvement opportunities and fix them through automation and process re-engineering.
 Creation of Loss/Discount/ Service Recovery Approval & escalation Matrix for the Organization. Responsibility includes creating Canned
SMS, Chat & email scripts as an administrator of CRM.
 Conduct offline & online compliance Audits of Roles & Role holders. Preparation of Monthly & Quarterly Audit Calendar. Track Non-
Compliance (NC’s) and corrective action identified during compliance audits and establish follow-up mechanism to ensure improvement and
closure.
 Ensure circulation of regulatory guidelines received from the Income Tax, RBI and Compliance Audit reports to respective LOB within
defined timelines.
 Conduct Process education workshops for all, making process documents available across all LOBs.

Achievements & Initiatives

 Completed a Six Sigma Project to reduce inbound calls at the contact centre, after completion of this project 7% of call volume already reduced
from 22% of the bookings generated through B2C channel for Hotels on Yatra.com before starting of the project (on 15 th May’18). Initiated a
Lean Six Sigma Project for zero call volume at the contact centre.
 Awarded Annual performer for the year 2017-18 and stellar performance award in Yatra.com.
 The awareness of criticality and importance of Slippage across the team.
 Closely worked on the opportunities of automation in the Processes, Applications, CRM and Agent booking tool for better agent and Customer
experience under the campaign “Automation Anywhere”.

EXL Service.com (I) Pvt. Ltd. - A decision analytics, operation management, outsourcing, and transformation service company structured
around insurance, banking, financial service, utilities, healthcare, transportation and travel industries.

Certified Quality Compliance Analyst in Quality & Process Excellence Dec 2006 – Sep 2014
Subject Matter Expert/Insurance Analyst in Manual Intervention for Prudential Financial
Accountabilities
 Identifying & initiating potential project in alignment with business need & drive the Lean, Six Sigma approach (i.e. - DMAIC, PACE, FMEA,
KAIZEN & RCA), to improve the process cost utilization, optimization & reducing process gap.
 Acting as a whistle blower to ensure below Industry Standards is being met.
o ISO 9001:2008 (Quality Management System),
o ISO 27001:2005 (Information Security Management System)
o BHOHSAS (8001:2007) Occupational Health & Safety Management System
 Collecting data on CTQ’s as defined in the SLA. Monitoring the service quality of aligned process, providing event-based & frequency-based
feedback. Reporting the Quality & Operational reports data for the team to operations & at the client end. Preparing error trend analysis & process
dashboard report.
 Assisting Operation in identifying training needs for the agents & process level issues that can help improve performance. Identifying the areas of
opportunity in the process & preparing the course of action.
 Facilitate of best practice sharing, rigor to ensure superior service delivery by exceeding customer SLAs.
Achievements & Initiatives
 Awarded as Quality Control Champion in Q1’14, Certificate of appreciation for Automation in the processes in Q2’14 as well as Annual performer for
the year 2013, 2012, frequently awarded as monthly and quarterly performer in the category of Extra Miler, Certification of Appreciation, Quality
performer as well as Shooting Star.
 Winner of presentation on lean methodology and award given by EXL Head of Global HR in QPE town hall 2014.
 Completed a Lean based live project which provides an annual benefit of $18000.
 Prepared a standard operating procedure documents on best practices to simplify the work. Successfully implemented three AIM Ideas in my
function which results in $20K Business Impact to Client.
 Member of Transition process in which a process having more than 20 FTs was successfully migrated.

ACADEMICS/CERTIFICATION/WORKSHOP
 Master of Information Science & Technology a Two year regular PG degree course from Bundelkhand University Jhansi.
 MCP, MCSA, MCSE, CCNA certified. One year Certification course in window 2003 from IIHT.
 A one year Advanced level QC Certification program which includes different types of soft skill as well as Lean and Six sigma based
trainings with a live Project.
 ASSET (Awareness of Six Sigma Elementary Training), Lean Awareness Program, Power Team Workshop.
 Presentation Skill, Feedback Skills, Platform Skill, Business Writing Skill, Communication Skill, Communication Excellence and Train the
Trainer program.
 US Loma 280 certified and principles of US P&C Commercial Liability Insurance certified, completed Fundamental of Insurance Training
Certification.

Date:
Place: (Satyendra Kumar Deepak)