Deepak Yadav

Email:
IIT Kharagpur Mob No:
Education
Indian Institute of Technology, Kharagpur Dual Degree, Chemistry 2018 – 2023
CGPA - 7.49/10
Skills and Expertise
◦ Tech Skills: Salesforce, SQL, Java, API, DSA, Python, Machine Learning, Tableau, Excel, Jira, Databricks, Qualtrics, Genesys, Smartflo
◦ Analytical Skills: Business Intelligence, Product Vision, Agile Scrum, Data Analysis, Problem Solving, A/B testing, Competitive Analysis
◦ Interpersonal Skills: Communication, Team Collaboration, Adaptability, Strategic Planning, Growth Hacking, Process Optimization
Work Experience
Product Manager at Air India June 2023 - Present
Contact Centre Solution – Transformational Journey (AI Takeover by Tata Group)
◦ Implemented a next-gen CRM Salesforce & Genesys Cloud telephony integrated contact centre solution to support 1,500+ agents
◦ Established 24/7 support with advanced call routing based on language, location, skill set & personalized IVR flows with CDP
◦ Developed auto case creation and used APIs to seamlessly transfer call data and recordings to Azure storage for real-time analytics
◦ Improved NPS by 20 points and increased CSAT by 15% within 1.5 years post-implementation with low-code/no-code approach
◦ Linked call recording to case object in Salesforce for effective and efficient search capabilities for audit compliance
◦ Reduced 5% call volume by upgrading chatbot and launching website self-service options for handling basic customer queries
Automation of Azure AD Password Reset for Contact Centre
◦ Automated Azure AD password reset process via ServiceNow to eliminate manual intervention for 1500+ agents without email access
◦ Enhanced productivity & reduced 10 Lakh/month financial loss due to downtime through SSO-enabled apps Salesforce & Amadeus
◦ Achieved 15% reduction in process cycle time & 20% increase in efficiency by secure password delivery to supervisors within seconds
Automation of Salesforce User Offboarding
◦ Led the automation of the Salesforce user offboarding process via ServiceNow to address Salesforce user license shortage issues
◦ Achieved significant cost savings of ~1 Lakh per month by optimizing license utilization in contact centre environments
Knowledge Base System for Voice and Non-Voice
◦ Implemented a centralized Knowledge Base system over Salesforce for voice and non-voice (Web to Case, Social, Chat) agents
◦ Optimized Knowledge Article recommendations by classification & adding features like attach/detach, favourites, and view tracking
◦ Reduced AHT of contact centre by 45 sec by enabling quick access of article & enhancing agent productivity and knowledge base.
Air India-Vistara Merger
◦ Coordinated CRM migration with cross-functional teams to merge 2.5 Lakh Vistara tickets with Air India for seamless AI-UK merger
◦ Documented implementation strategy for AI CRM object structures, unified data elements & scalable Databricks integration pipelines
◦ Managed contact centre cutover strategy, supporting both loyalty & non-loyalty customer data consolidation into a unified CRM
◦ Led post-merger data testing & continuous monitoring frameworks to maintain data integrity across Salesforce CRM & Data Cloud
Sensitive Case Tagging System - Web-to-Case (W2C)
◦ Built an automated tagging system in Salesforce W2C to flag sensitive case using keywords like "suicide”, "bomb" in case descriptions
◦ Built alert mechanism to notify stakeholders via SFDC, email & manual tagging feature based on agent judgment for customer safety
◦ Reduced manual triage effort by 40%, improving response time, brand trust & risk mitigation by timely case escalation & resolution
Food and Beverage Complaint Management System
◦ Developed a centralized system for in-flight food and beverage complaints, streamlining resolution with crew, HO, F&B, and caterers
◦ Designed severity-based auto-routing in SFDC to prioritize critical issues and enabled photo/video proof uploads for accountability
◦ Reduced complaints by 20% and enhanced in-flight food and beverage quality, customer satisfaction & streamlining issue resolution
Position of Responsibilities
Founder & President, Pahal Dec 2018 – Jan 2020
◦ Founded Pahal, an initiative with sole mission of guiding students for career path among underprivileged section of society
◦ Conducted Aptitude Test, Cultural Programs and Sports competition for 1000+ students to promote holistic development
◦ Led a team of 30 members to manage all technical affairs, raising funds and a crowd engagement for events with 5000+ attendees
◦ Collaborated with Bihar Government for campaign 'Jal Jivan Hariyali' to contribute successful formation of Manav Shrinkhla in 2019
◦ Attended by honourable Judicial Magistrate, B.D.O, B.E.O and received recognition through newspapers and news channels
Senior Executive Member, Gopali Youth Welfare Society 1 Aug 2019 - 30 May 2020
◦ Contributed to GYWS, a Government of India-registered NGO run by a team of students and professors of IIT Kharagpur.
◦ Raised funds to focused on educational development to over 250+ underprivileged children at Jagriti Vidya Mandir school.
◦ Supervised Teacher Training programs for JNV schools to improve innovative teaching skills to enhance classroom effectiveness
Achievements
◦ Received the National Means Cum-Merit Scholarship (NMMSS) from the Govt of Bihar in recognition of merit-based examination
◦ Won Gold as part of the Hindi Elocution team of Patel Hall of Residence during the General Championship 2019 at IIT KGP
◦ Awarded the 'B' Certificate by the Ministry of Defence, Government of India as a cadet of National Cadet Corps (NCC)
◦ Secured 1st position in the Basketball Tournament at the Combined Annual Training Camp (CATC) 2018-19 at IIT KGP
◦ Achieved Pratham Sopan certification as a committed Scout in the Bharat Scouts and Guides (2012)
[REDACTED] [REDACTED] [REDACTED]
+91 98204 53721 98204 53721