CURRICULUM – VITAE’
DEEPAK BHAINSORA
Date of Birth: 14thOctober, 1975
Flat No. 886, Sector-9,
R. K. Puram, New Delhi – 110022
Email: deepakbhainsora@rediffmail.com
:09811355030(M)
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PERSONAL PROFILE:
A hardworking, self-motivated, individual who enjoys the challenges of a busy and
demanding work environment. A team player practiced to prioritizing workloads under
pressure & capable of making a significant contribution to the efficiency of the organization.
ACADEMIC PROFILE:
Master of Business Administration
(Specialization in Sales and Marketing)
: All India Management Association(AIMA),
1997-99
: University of Delhi,1993-96
Bachelor of Commerce (B.Com)
Advance Diploma in Computer
Integrated Management
: First Computers,1998
Senior Secondary
: Kendriya Vidyalaya, 1993
AREAS OF EXPERTISE:
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Customer
Service
Management

Complaint
Handling &
Resolution
Customer
Satisfaction
Enhancement

Front-End
Supervision

Teambuilding
& Training
Delivery
Operations
Management

Efficiency
Enhancement
Strategies

Compliance &
Procedures
documentation

Overall Client
Satisfaction
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PROFESSIONAL EXPERIENCE:

DELIVERY MANAGER
: IBM Daksh Business Process Services (P) Ltd
01st MARCH’13-27th MAY’14
Job Responsibilities:
 Centre head in Gurgaon Location.
 Successfully handled the transition process with 120 staff transferred.
 Successfully handled the Ramp up project in Gurgaon location.
 Compliance SPOC for Jet Airways process.
 Manage SLA targets and ensure account is in reward zone all the months.
 Drive employee engagement in coordination with HR to create a motivated team.
 Monitor attrition and take corrective actions to maintain levels which do not impact
profitability.
 Conduct skips meetings and close the actionable at earliest.
 Reward and recognize employee in the team on regular, structured and timely basis.

MANAGER-OPERATIONS : TRANS CONTINENTAL e SERVICE Pvt. Ltd
01st JUNE’11-28th FEBRUARY’13
Job Responsibilities:
 Centre head for Delhi Location with overall responsibility of center’s performance.
 Monitoring and controlling the entire operational( including HR/Administrative)
activities.
 Monitoring and enhancing the performance of a team of 100+ customer support
professionals serving Jet Airways customers .
 Conducting daily meetings with the assistant managers and discussing about their
reports, statistics and the respective feedback.
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 Setting targets for assistant managers as well as motivating them to achieve those
targets.
 Reporting to senior management about the periodic updating and exceptional
grievances in operations
 Handling customer feedbacks/complaints pertaining to the department and
providing quality and timely support to customers.
 Successfully lead a team of well groomed call centre professionals and achieved the
set goals.
 Responsible for training, hiring and accessing the manpower as per the requirements.

ASSISTANT MANAGER-OPERATIONS : TRANS CONTINENTAL e SERVICE Pvt.LTD
01st APRIL’06-31st MAY’11
Job Responsibilities:
 Responsible for achieving a high level of user satisfaction at both team and
organization levels.
 Monitoring the performance of team for maximum productivity, user- satisfaction,
employee-satisfaction and employee development.
 Performed frequent performance evaluations of executives and encouraged them for
better and consistent performances
 Enhance the goal of quality support by providing individual coaching feedback
sessions and one-on-ones that focus on improving user/customer satisfaction,
communication skills, and technical ability.
 Prepared periodic performance reports and forwarded it to the manager
 Interact with users with regards to case progress and handle angry/dissatisfied
customers.
 Lead, schedule, coordinate meetings and projects relevant to the team and
department; as well as address daily issues that affect support at team and
department levels.
 Working with quality development, training managers to anticipate and prepare for
support needs.
 Assisted manager in analysis of the reports and decision making based upon it
 Enhancing the overall performance in coordination with other concerned
departments.
 Looking after the Customer grievance cell.
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
DUTY MANAGER-CUSTOMER SERVICE: JET AIRWAYS (I) LTD.
1st NOVEMBER’05-31st MARCH’06
Job Responsibilities:
 Heading a team of 20 staff.
 Handling reservation and ticketing queries for various agencies,
Corporate clients.
 To a liaise with various offices in North India.
 To impart training for staff developmental activities.
 Maximizing inventory utilization to increase staff efficiency.
 Identifying new areas of development to increase sales of the airline.
 Assisting the Manager in all office administrative activities.

SUPERVISOR-CUSTOMER SERVICE: JET AIRWAYS (I) LTD.
1stOCTOBER’03-1STNOVEMBER’05
Job Responsibilities:
 Team Leadership.
 Supervising, guiding and motivating the Customer service executives and
Sr.Customer service executives.
 Handling ticketing queries, updating and briefing staff of all new schemes,
tie-ups and various promotional activities of the company.
 Handling customer relations; including problems and complaints related to the
clientele of the company.
 Ensuring smooth functioning of the shift being supervised.

Sr. CUSTOMER SERVICE ASSISTANT: JET AIRWAYS (I) LTD.
1stAPRIL’01-30thSEPTEMBER’03
Job Responsibilities:
 Effective and efficient handling of all kinds of queries about the product.
 Handling of Pre flight checks, flight cancellations and delays etc.
 Administrative functions of the reservation department.

CUSTOMER SERVICE ASSISTANT
: JET AIRWAYS (I) LTD.
1STOCTOBER’97-31STMARCH’01
Job Responsibilities:
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

Tele-sales.
Handling customer queries.
Protocol with various corporate and government agencies.
Creation, amendments of reservation, issuing E-Tickets for the passengers.
Handling of all counter work relating to ticketing at city office and airport.
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
SALES EXECUTIVE
:Hindu Group of Publications
1st MAY’96-30th NOVEMBER’96
Job Responsibilities:
 Marketing & Selling Hindu Newspaper in Delhi.
 Explore application through making customer educated & satisfy about the product.
 To plan the monthly inventory in the branch, so as to regulate stock as per expected
Sales in each month.
PROFESSIONAL MEMBERSHIP
Associate Member
:All India Management Association
Delhi, 1993 – Present
PROJECT DURING MBA
Analysis of the marketing strategies of the software exporting companies in India.
PROFESSIONAL DEVELOPMENT (Training Courses/Awards)
 Completed training on Customer Service Excellence with Jet Airways.
 Completed training on Telephone Etiquette with Jet Airways.
 Completed training on Basic Reservation, Basic and Advance Ticketing with Jet
Airways.
 Completed training on International Air Fares and Ticketing with Kuoni Academy
of Travel.
 Conducted reservation and ticketing training at Jet Airway’s Delhi and Jaipur City
Offices.
 Awarded as Best Assistant Manager in pervious organization (Trans Continental e
Services).
[DEEPAK BHAINSORA]
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