Open to opportunities

Deepak Parmar

@deepakparmar

Message

Director of Customer Experience, leading QA, training, and operations to measurable impact.

India

Message

What I'm looking for

I’m actively seeking senior remote CX or Operations roles (USD 65K–120K) with international or global-first organizations—where I can lead end-to-end customer journeys, QA/training, and operational improvements that raise CSAT, shorten resolutions, and maintain compliance.

I’m a Customer Experience leader with 10+ years of end-to-end ownership across global support operations, quality assurance, training, and complaints management. I design scalable CX frameworks, coach high-performing teams, and drive measurable improvements in CSAT, resolution times, and compliance adherence—especially across distributed and outsourced environments.

As a Director – Customer Experience & Growth Strategy at upGrad, I helped shape post-acquisition CX by owning the customer journey for 1,300+ paid students and building an inbound pipeline of 2,500+ qualified leads/day. I also established cross-functional feedback loops between support, product, and academic teams to resolve escalations faster and protect brand trust during transition.

Previously, I led CX Quality, Training & Operations across one of India’s largest EdTech platforms, where I built comprehensive QA and monitoring systems, managed the full complaints lifecycle with SLA tracking and root cause analysis, and created a training function from zero. I’ve implemented AI-assisted workflows and support automation to improve throughput, earned Employee of the Year 2023, and delivered consistent growth through rapid promotions and multi-country scale across India, Singapore, and the Philippines.

Experience

Work history, roles, and key accomplishments

Current

Director, Customer Experience

Current

Upgrad School of Technology

Jul 2024 - Present (1 year 11 months)

Led end-to-end customer journey design and post-enrolment support quality for 1,300+ paid students, driving high satisfaction and low churn. Built and managed an inbound pipeline of 2,500+ qualified leads/day with zero-drop SLA adherence and established cross-functional feedback loops to resolve escalations.

Customer Experience Strategy Customer Journey SLA Management Customer Escalation Root Cause Analysis Cross Functional Collaboration

Associate Director, CX Quality

Upgrad Campus

Mar 2022 - Jun 2025 (3 years 3 months)

Owned CX quality assurance, training, and complaints operations across B2B and B2C verticals, building QA monitoring and executive reporting to improve CSAT and first-contact resolution. Built training from zero and implemented asynchronous learning and AI-assisted support workflows, reducing training delivery costs by 20% while enabling 1,000+ learner outcomes in 2023–24.

Quality Assurance Complaints Management Root Cause Analysis Asynchronous CX Metrics

Senior Trainer, Customer Communication

Upgrad

Feb 2021 - Feb 2022 (1 year)

Designed and delivered training for 100+ customer support representatives focused on communication quality, customer-facing standards, and professional conduct. Conducted quarterly performance assessments and gap analysis to identify coaching priorities and align training with CX operational goals.

Customer Training Gap Analysis Coaching And Training Quality Improvement

Corporate & Systems Trainer, CX Operations

Bare International

Oct 2016 - Jun 2019 (2 years 8 months)

Managed training and QA standards for multi-site, multi-country support operations to ensure consistent compliance and performance benchmarks. Coached 10+ support professionals to quality KPIs, led Singapore office setup (process design and onboarding), and delivered bespoke QA/training solutions for premium clients including Porsche and Raymond.

Compliance Management Root Cause Analysis Process Design

Co-Founder, Customer Operations

QuadTechies Technology

May 2013 - Sep 2016 (3 years 4 months)

Built customer support operations and complaints management from scratch across the customer lifecycle, including onboarding through escalation resolution. Established team capability and processes to manage end-to-end customer interactions and improve operational handling.

Customer Operations Complaints Management Customer Lifecycle Management Onboarding & Support Escalations

Data Acquisition Specialist

AC Nielsen

Jan 2010 - Jan 2013 (3 years)

Worked on data acquisition supporting business research and reporting needs. Delivered data collection outputs used for downstream analysis.

Data Acquisition Data Quality Reporting Research Operations Attention To Detail Process Adherence

Customer Service Executive

FitnessForce Technology

Jan 2006 - Jan 2010 (4 years)

Provided customer service support, handling customer inquiries and operational requests. Contributed to resolving customer issues and maintaining service standards.

Customer Service Customer Support Service standards Communication Operational Support