Deepanshu Tiwari
Deputy Head of Customer Support @ NDA
About
With a robust foundation in customer support and retention, I currently head the VIP Support division for NDA, overseeing operations across diverse markets including LATAM, NA, EU, and Asia. My competencies lie in CRM, monday.com, and providing top-tier Help Desk Support. These skills have been integral in enhancing customer loyalty and outpacing competitor VIP programs. My recent role as a Head of VIP Support for VIP managers honed my leadership in managing a remote team and driving VIP engagement through innovative CRM strategies. The team’s collaborative efforts have significantly elevated the VIP experience. My focus is on embodying the organization’s values and fostering a culture that values diversity, innovation, and unwavering commitment to excellence in customer service.
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Lithuania
Gambling & Casinos
Chrisp , Cross-functional Team Leadership, Customer Service Management, Customer Interaction, Constructive Feedback, Community Management, Online Community Moderation, Online Reputation Management, Reputation Management, Community Marketing, Support Management, Community Relations Management, Small Team Management, Problem Solving, Coaching, Analytical Skills, eSports, Voice Support, Remote User Support, Nuclino
Experience
Deputy Head of Customer Support
NDA
Dubai, United Arab Emirates
Working as a Deputy Head of Customer Support at a B2B Start-up in I-gaming who is targeting the SEA market as of now and plans to expand further. Within 30 days: 1. I have built a bilingual team of 6 agents. 2. Have written Support documents. 3. Have helped payment department in hiring and testing. 4. Have implemented a chat software. And journey continues...
Head of VIP (Senior VIP Account Manager) - India
NDA
Serbia
In this position, I am responsible for managing various Hindi/English speaking VIP clients and designing their LTV increment strategies along with providing a top-notch service which our VIP clients deserve. I also help in designing special promotions and other stuff for VIP clients.
Head of VIP Support (LATAM/CIS/NA/ASIA)
NDA
Ukraine
Responsible for managing day-to-day operations in aspect of VIPs such as hiring, firing, training, creating and maintaining a great VIP Customer Service approach in order to bring loyalty to its peak. I also research on competitors and on their VIP program to bring the best. I see LATAM, NA, EU and Asia markets as of now.
VIP Support and Retention Team Lead
NDA
Ukraine
Managing a remote team of 15 VIP managers from Asia and LATAM region. I am also responsible for driving a great VIP engagement through CRM and other channels using various supplements and technologies.
Customer Support Team Lead (I-gaming)
TRI7 Solutions Inc.
Philippines
I-gaming company wherein I managed a remote team of 36 agents from Asia, Europe and LATAM. I was responsible for their day to day operations to ensure the best customer service experience. In this position, managing a VIP department was also included.
Community Manager/Community Moderator
Veyola Services India Private Limited
India
Handled social media pages(Reply of messages, Reply of Comments) of a well known International FX Broker Brand in Hindi and English and managed a Team of 3 people.
VIP Support Team Lead
NDA
Russia
Igaming company wherein I joined as a support agent but later was promoted to team lead position. I managed a Team of 4 Indian agents.
Senior Subject Matter Expert
TP
Jaipur, Rajasthan, India
Promoted to SSME and this was my first experience in leadership positions. I managed a Team of 10 agents for such a big brand.
Seller Support Executive
TP
Jaipur, Rajasthan, India
Worked as Teleperformance as a Seller Support Executive(Email support) for Amazon NA and EU operations. My duties were(not limited to) providing my assistance to those NA and EU Amazon sellers who were facing an issue while selling on Amazon. Later, I was promoted to SME.
Customer Support Executive
NDA
Estonia
It was an I-gaming company wherein I provided exceptional support to their clients using Zendesk and helped them with usual problems of I-gaming industry such as Deposits and Withdrawals.
Voice Support Agent
Bajaj General Insurance
Gurugram, Haryana, India
Worked as a Roadside Assistant and helped those users to claim their insurance policy who have purchased our insurance plan.
Education
Uttar Pradesh State Board of High School and Intermediate Education (UPMSP)
Deepanshu Tiwari's Contact Information
Phone
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