Open to opportunities

Deepa Jangam

@deepajangam

Message

Customer Support leader optimizing operations and teams through data-driven process improvements and CSAT growth.

India

Message

What I'm looking for

I’m looking to join a Support Operations team where I can lead customer-centric improvements—using Freshdesk/Ozonetel/Ameyo and KPIs—to optimize resolution time, strengthen CSAT, and collaborate with product/engineering to reduce churn.

I’m a results-driven Customer Support Leader with 8 years of progressive experience building and managing high-performing teams to deliver exceptional customer experiences. I’m known for scaling support operations and using data-driven strategies to improve operational efficiency and customer outcomes.

I’ve built and mentored teams of 20+ support specialists, improving team performance by 40% and sustaining 80%+ CSAT through proactive engagement. I streamline workflows—reducing average ticket resolution time by 28%—by leveraging support platforms like Freshdesk, Ozonetel, and Ameyo, alongside analytics dashboards and structured QA frameworks.

I also drive continuous improvement through KPI tracking, coaching programs, and cross-functional collaboration, partnering with stakeholders to identify customer pain points and translate them into actionable product improvements. Recently, I initiated outbound campaigns for HVPs, helping reduce churn by 10%, and I’m looking to bring customer-centric leadership and technical expertise to a Support Operations team.

Experience

Work history, roles, and key accomplishments

Assistant Manager - Customer Support

Head Digital Works

Jul 2025 - Jun 2026 (11 months)

Led customer support operations initiatives with product and engineering partners to improve user experience and service delivery metrics. Developed training programs for support staff and initiated outbound campaigns to help reduce HVP churn.

Customer Support Leadership Training Programs Cross Functional Collaboration Customer Engagement Delivery Metrics

Customer Service Team Lead

Head Digital Works

Apr 2022 - Jun 2025 (3 years 2 months)

Supervised a team of 20+ customer service representatives, improving productivity through performance reviews, coaching, and quality assurance frameworks. Optimized support workflows using Freshdesk and Ozonetel and managed escalations while maintaining SLA commitments.

Team Management Coaching Quality Assurance Freshdesk Ozonetel Workflow Optimization Escalation Management SLA Management Customer Support Operations

Assistant Team Lead

Head Digital Works

Apr 2020 - Mar 2022 (1 year 11 months)

Coordinated daily support operations to maintain service quality and KPI adherence. Analyzed support metrics and customer feedback, onboarded 10+ team members, and supported high-priority client concerns to drive retention.

Support Operations KPI Management Metrics Analysis Customer Feedback Analysis Onboarding Customer Retention

Senior Customer Service Executive

Head Digital Works

Apr 2019 - Mar 2020 (11 months)

Delivered customer support across email, chat, and phone channels while mentoring junior team members on troubleshooting and customer communication. Consistently exceeded individual targets by handling 50+ HVP customer interactions daily.

Customer Support Troubleshooting Customer Communications

Customer Service Executive

Head Digital Works

Jul 2018 - Mar 2019 (8 months)

Handled voice and non-voice customer support, addressing high volumes of customer queries and working on clearing technical tickets. Maintained service quality while supporting customer issue resolution.

Customer Support Voice support Technical Support Ticket Clearing

Customer Service Executive

Concentrix Daksh Ltd

May 2016 - Jun 2017 (1 year 1 month)

Provided account support to clients while maintaining a high CSAT rating. Resolved an average of 35+ customer queries per day in line with quality standards.

Account Support Customer Support CSAT Quality Standards