Deepak
Chanana

Led end-to-end implementation operations for high-value enterprise clients ($600K–$1M ACV). Spearheaded the migration of 1,400+ Talent Network sites from CMS to the V3 platform over 2 years — 99.9% success rate with just one client escalation. Built and managed a team of 19 Implementation Specialists achieving 100% SLA adherence and 35% reduction in onboarding turnaround time. Created a client feedback loop that drove 4 major product enhancements adopted company-wide.

Owned end-to-end CX strategy for a high-growth fintech startup in digital retail lending. Reduced customer grievances by 32% through welcome-call process redesign and RCA-driven improvements. Launched CSAT Bot on WhatsApp and enabled live chat menu for all incoming contacts — delivering automation without losing the human touch.

Oversaw a team of 40+ supervisors and 4 team leaders. Coordinated with tech and automation teams to reduce AHT and improve customer experience. Managed multi-channel escalations across call center, email, live site, social media, and regional offices globally.

Increased team sales from ₹1.6Cr to ₹2.4Cr within two months. Reduced losses from ₹2.6L to ₹0.44L. Managed outsourced call center performance, vendor billing, manpower forecasting, and operational transitions with significant improvement in Quality & SLA KPIs.

Led operational delivery and performance management. Coached team leaders and supervisors, drove quarterly business reviews, collaborated with product teams on degradation resolution, and actively assisted in talent acquisition and employee satisfaction initiatives.

Grew Expedia's APAC Tier III escalation team 10-fold in 4 years. Maintained 90% service level — the highest globally. Managed escalations for 12 APAC markets across Expedia, Hotels.com, LastMinute.com, and Wotif. Piloted end-to-end customer resolution model and collaborated on EMEA-APAC cross-regional team integration.

Awarded top CSAT performance certificate for two consecutive quarters. Promoted to Retention & Resolution Desk within one year. Handled European Market escalations. Worked on Amadeus, Galileo, and Sabre GDS systems — the foundation of a career built on delivering outstanding customer outcomes.