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Deepa S

@deepas

HR Operations & Customer Support Lead with 15+ years of experience across HR Shared Services employee lifecycle, Full-Cycle Recruiting and Sourcing

India

Message

What I'm looking for

I am looking for a role in a reputable organization that values ethical work culture and offers opportunities for professional growth.

Career Summary

15+ Years Experience: Worked across enterprise companies (Accenture, Mphasis), startups, consultancies, and as an independent consultant.
Dual Focus: Experienced in both HR Shared Services (employee lifecycle, onboarding, policy compliance) and Customer Support Operations (escalations, QA auditing, process training).
Distributed & Remote Teams: Proven track record supporting remote workforces and managing HR logistics across ~20 franchisee locations.

Key Achievements

Set Up New HR Department (RRA Consulting): Built the complete HR framework from scratch, created company policies, and hired the core team for a new business setup.
Managed Multi-Location HR (PeoplePro): Handled end-to-end HR operations, starter kits, and policy alignment for ~20 franchisee branches in India and Dubai.
Led Recruitment & QA (Accenture): Managed a team of 7 to 15 recruiters and built a resume QA process that eliminated screening errors.
Delivered BPO Training & QA (Mphasis): Conducted voice and accent coaching, call quality audits, and refresher training to meet global SLAs.
Interests & Target Roles
· HR Operations & Shared Services: Managing virtual onboarding/offboarding, employee records, and company policy compliance.
· Customer Support & Service Lead: Managing multi-channel support teams, handling client escalations, and maintaining service quality.
· Quality Assurance & Training: Auditing customer support interactions and coaching team members to improve performance.
· Remote Work: Looking for remote roles in global companies that value clear communication and organized workflows.

Experience

Work history, roles, and key accomplishments

Internal Hiring Lead

Jobsterritory

Feb 2021 - Aug 2022 (1 year 6 months)

• Led end-to-end internal recruitment operations, driving full-cycle sourcing, pipeline tracking, interviewing, and offer negotiations.
• Partnered directly with department heads to understand business requirements, reduce time-to-hire, and meet fast-paced staffing goals.
• Designed and conducted operational orientation and onboarding sessions for new internal team members.

Hiring Talent Acquisition Talent Management Talent Development Talent Sourcing Recruitment Operations

Manager - HR and Talent Acquisition

Peoplepro Enterprise

Jan 2017 - Mar 2020 (3 years 2 months)

HR, Admin, Talent Acquisition & CSR Manager
Independently led end-to-end HR processes, employee engagement for corporate and Franchisee Partners
Managed recruitment, contract drafting, and exit management.
implemented organizational HR policies, procedures, code of conduct, and legal compliance frameworks.
Program Managed Corporate Social Responsibility projects implementation

Hiring Talent Acquisition Talent Management Talent Development Talent Sourcing Recruitment Operations

Recruitment Consultant

Morgenall/Gilbert Tweed Associates

Jun 2015 - Oct 2016 (1 year 4 months)

Provided recruitment consulting services, focusing on resume sourcing and candidate evaluation. Coordinated interviews and managed the offer process for various roles.

Recruitment Consultant Interview Coordination Offer Management

Hr Manager

RRA corporate services pvt ltd

Jun 2012 - May 2015 (2 years 11 months)

As the HR Manager, I was responsible for the complete employee lifecycle, from recruitment and onboarding to performance management, employee relations.

HR Operations LEad

accenture services

Mar 2004 - May 2009 (5 years 2 months)

Facilitated operational BPO training modules, process knowledge transfer, voice & accent neutralization, and customer communication coaching for new joiners.
• Executed quality assurance (QA) evaluations, audited customer support calls to address quality gaps and ensure compliance with global customer support SLAs.

Hiring Talent Acquisition Talent Management Talent Development Talent Sourcing Recruitment Operations

Quality Analyst

Mphasis BPO

Dec 2001 - Oct 2003 (1 year 10 months)

Analyzed quality metrics and implemented improvements to enhance service delivery. Ensured adherence to quality standards and operational excellence.

Quality Assurance Data Analysis Process Improvement Quality Control Performance Monitoring Reporting Customer Service Training Compliance Problem Solving

Education

Degrees, certifications, and relevant coursework

Bangalore University

Bachelor of Commerce, Commerce and Accountancy

Grade: 63%

National Institute of Labour Education and Management

Diploma, Human Resource Development

Obtained a Diploma in Human Resource Development, focusing on key HR principles and practices. Developed expertise in various aspects of human resource management.