Deepankar Kapur CSM®

Partnerships Manager

Delhi, India10 yrs 1 mo experience

Most Likely To SwitchHighly Stable

Key Highlights

Expert in vendor management and operational efficiency.
Proficient in building strategic partnerships.
Strong background in quality auditing and performance management.

Stackforce AI infers this person is a Vendor Management and Quality Assurance specialist in the Hospitality and Service industry.

Contact

Skills

Core Skills

Partner Relationship ManagementProject Management

Other Skills

Standard Operating Procedure (SOP)Client Issue ResolutionClient ServicesTalking PointsData AnalysisStrategic PartnershipsBusiness AnalysisCommunicationManagementMicrosoft ExcelAnalytical SkillsProblem SolvingScrumAgile MethodologiesCross-functional Team Leadership

About

Passionate Vendor Manager with expertise in Global Partner Network support and tools provisioning keeping Data Protection on priority. Proficient in orchestrating critical business operations and cultivating robust partnerships with stakeholders. Seeking an innovative organization that values skill development and embraces new challenges. Dedicated to collaborative teamwork and organizational success, with a focus on achieving growth and a fulfilling lifestyle. Currently pursuing opportunities to apply my vendor management skills and relationship-building prowess to enhance operational efficiency and cultivate enduring partnerships in a dynamic setting. Let's connect and explore synergies!

Experience

10 yrs 1 mo

Total Experience

2 yrs

Average Tenure

5 yrs 5 mos

Current Experience

Airbnb

2 roles

Global Partner Co-ordinator

Promoted

Jun 2022 – Present · 3 yrs 11 mos

Provisioning and troubleshooting partner tool access, ensuring seamless operations.
Driving successful rollout of new business lines within partner network.
Collaborating with cross-functional project teams on partner site expansions and relocations.
Conducting User Acceptance Testing (UAT) and ensuring smooth IT set-up processes.
Managing fraud escalation and providing justifications for access reports.
Actively participating in and facilitating meetings to ensure alignment and progress.
Maintaining in-depth knowledge of Airbnb products, staying updated through continuous e-learning.
Serving as an escalation point for addressing knowledge and workflow discrepancies.
Consulting on cases and approving necessary actions to optimize processes and mitigate risks.
Relationship Management
Documenting action items from business reviews, ensuring timely follow-up and resolution.
Organizing and supporting site visits for partners, providing logistical assistance.
Serving as a key liaison between Airbnb and partners, ensuring clear communication and understanding.
Representing Airbnb as a Brand Ambassador during partner interactions, embodying company values and standards.
Performance Management
Leading initiatives aimed at improving partner performance and satisfaction.
Deploying and auditing initiatives that positively impact partner agents and operations.

Standard Operating Procedure (SOP)Client Issue ResolutionClient ServicesTalking PointsData AnalysisStrategic Partnerships+8

Quality Insights Analyst

Dec 2020 – Jun 2022 · 1 yr 6 mos

Was given opportunity to be a part of Quality Team
Learned basics of Quality Auditing and delivering Coaching & Feedback when required.
Started with handling the teams for Volume Tier.
Was trusted to handle a completely new Tier (Executive Escalations) single handedly.
Responsible for :
Processing the Quality Audits for the Team
Work Closely with Operations and Stakeholders to find the opportunities and implement ideas for business improvement.
Creating reports and delivering insights to stake holders on Weekly, Monthly, Quarterly and Annual basis.
Creating Action plans and implementing them to overcome the opportunities observed while auditing.

Standard Operating Procedure (SOP)

Airseva

2 roles

Quality Insights Analyst

Promoted

Feb 2020 – Dec 2020 · 10 mos · Gurugram, Haryana, India

Was given opportunity to be a part of Quality Team
Learned basics of Quality Auditing and delivering Coaching & Feedback when required.
Started with handling the teams for Volume Tier.
Was trusted to handle a completely new Tier (Executive Escalations) single handedly.
Responsible for :
Processing the Quality Audits for the Team
Work Closely with Operations and Stakeholders to find the opportunities and implement ideas for business improvement.
Creating reports and delivering insights to stake holders on Weekly, Monthly, Quarterly and Annual basis.
Creating Action plans and implementing them to overcome the opportunities observed while auditing.

Standard Operating Procedure (SOP)

Customer experience Specialist

May 2018 – Jan 2020 · 1 yr 8 mos · Gurugram, Haryana, India

Started with assisting the users of application with the issues they faced prior their travel start.
Was given opportunity to work in a pilot project an later was transitioned to the top tier project basis performance driven score and values.
Resolving users query via chats and Outbound calls while maintaining expected Quality and NPS score.
Was a part of another Pilot Project where we started Inbound calls and set benchmarks for the Global Team.
Again was trusted by Leads to handle the team in their absence and on their requests.

Client Issue Resolution

Intelenet global services private ltd.

Credit Analyst

Mar 2017 – Mar 2018 · 1 yr · Gurugram, Haryana, India

Worked for Equifax (US Credit Reporting Agency)
Updating and maintaining payment history for US citizen Loan accounts
New requests from clients handled and delivered per Adhoc delivery requests.
Took care of team in absence of lead and also assisted the team with the difficulties being faced while updating the credit history per requests.

Convergys

Customer Service Representative

Nov 2015 – Oct 2016 · 11 mos · Gurgaon, India

Worked for Orange (Telecom Service Provider) in UK.
Taking calls from UK consumers and handling & responding to their queries.
Maintaining the quality matrices and achieving expected NPS score.

Client Issue Resolution

Itc hotels

Bartender

Aug 2015 – Nov 2015 · 3 mos · Delhi, India

Delivering Bar orders in time. Setting up Bar for outdoor events.
Responsible for curating Bar Menu, and providing daily inventory while working with Revenue Department.

Client Issue Resolution

Sofitel mumbai bkc

Industrial Trainee

Jul 2013 – Nov 2013 · 4 mos · Mumbai, Maharashtra, India

Trained in all core departments over a period of 17 weeks.
Departments included- Front Office, Food Production, Food and Beverage Service and Housekeeping.
Was awarded the Best Trainee for Summer Batch.